Handed over to Debt Collectors even after not receiving feedback

I am posting this comment for the last time on Hello Peter to advise current Vodacom Customers about the rather "disappointing" experience I have had with Vodacom since 2016 to current date, after being a customer with Vodacom for the past 15 years. I am also extremely disheartened, stressed, angry and frustrated at the way every issue logged had been managed by the so called "No.1" service provider in South Africa. I have compiled a list from the date of the upgrade till current as I have had no other choice but to post these comments:

1. Upgraded contract in August 2016 - to a Samsung S7 [after having my S4 for a good 5 years or so] and this came with a tablet deal. I was told that the delivery takes about 3 working days to deliver this to the choice of my place for delivery. Waited 3 days, nothing had arrived and no one had contacted me to advise of any delays. I then followed up, and was told that this is on back-order to wait a week. Thereafter, I had waited a week and still no feedback from the Agent/Vodacom so I followed up again - only to be told that they have no stock. I have therefore been following up for about a month till I finally received my phone and tablet, with a hefty delivery bill attached to it. Followed up again with Vodacom, they advised that the account is in arrears due to the delivery charge. Now being a customer for 15 years and my account always being up to date - this had been rather frustrating based on all the above that I had experienced with absolutely poor customer services and trying to make time during work hours to resolve this due the Vodacom Offices closing at 17:00 [And to add to that I had just started this new job in May 2016] Finally, after much struggle, fighting and frustration - this eventually had been resolved as there had been an internal error at the Vodacom Accounts department and they had forgotten to remove the delivery charge.

2. No service for a month after the Upgrade had been processed: I then tried to activate the sim card which had been received with the phone and tablet - only to find out there is no service and to contact Customer care once again. This could not be resolved and I was transferred to numerous, "***********" Customer care agents who could not understand what needed to be done. After much hassle, frustration and disappointment I visited the Vodacom Centre in Midrand where a kind lady and Manager had assisted me after 3 hours of battling internally to unblock the sim card which had been blocked by the Head Office. The consultant at Customer Care at the Head office in Midrand had told me that they have had numerous complaints from Customers who had experienced the same issues as me when ordering via the phone or online. Finally, I could use my phone and tablet.

3. The consultant that I had done the telephonic sale with had not advised that this had been an open contract and I therefore had to go back to the Vodacom Head Office and change my plan to a "closed contract" and migrate to a different package. This had also been such a nightmare and I had no service for 2 months due to Vodacom having some "internal error on their system" The Vodacom Contractor Kyle had not been so helpful and did not provide feedback timeously. Again, after much complaints and reporting this to the NCC, Social Media, The CEO's office and Hello Peter - this had been resolved and I had service again.

4. The cellphone insurance that I had taken up had been app**** to the wrong Vodacom Number, yet I had handwritten on the application form which number/device I would like to insure. Again, after much complaints and reporting this to the NCC, Social Media, The CEO's office and Hello Peter - this had been resolved and credits/refund had been given to me.

5. I eventually had reached the point of insanity and had been beyond frustrated and angry with all this drama, running around in circles, etc. and had eventually e-mailed all the contacts that I had been dealing with at Vodacom, including the CEO. Thereafter, I had been dealing with Suzan Monaise - who had been helpful in the beginning/early stages of my complaint. Suzan had processed a refund for me for all the months that I had been experiencing the issues - and had given me the option to cancel with no penalties however to return the device. I had told Suzan that I will advise if I can get a contract with another provider as due to being under debt consolidation after being retrenched - I could of had some issues. Thereafter, due to not having a spare phone and not being approved by other Service Providers - I had been forced to stay with Vodacom with a heavy heart. Suzan had also given me attitude when she lacked responding to my e-mails on time - and her excuse had been that she deals with many cases and does not have time to sit at the pc and respond, also had made a comment such as "Do you know who I am, I work for the CEO's office". Now being a highly irate customer, again after being a customer for 15 years - would you accept such attitude from a person that works under the CEO?

6. Some months had passed and I had no issues, until July last year (2017) when I had reviewed my statement as my Father had cancelled a contract which I had taken for him as a gift, therefore I had checked to see if I was still being charged for it (After numerous errors made by the Accounts Department at Vodacom which took much effort to resolve, each time). I was not surprised to come to know I was still being charged for an insurance which had been cancelled in November 2016. Once again, I had to do the necessary complaints to get this resolved. Rani Ramkhelawan - Executive Client Liaison Officer, Chief Executive Office, Landline: +27 82 ********** , Email: ********** Address: 2nd Floor, Commercial Park, Midrand 1685 - this person had been dealing with this case - also lacked responding and gave me attitude. The insurance credits had been done, however there were 2 months lacking - I followed up and again this had me running around in circles - buying my work time to try and resolve this. For the 3rd time - I had to log this case with the NCC and had still not had any luck.

7. Eventually, I received a letter of demand to pay the account or I will be handed over. I had been given 21 working days. I then followed up again and the case again was handed over to Suzan who constantly said she had been investigating and did not review all my correspondence and e-mails properly - she only saw the insurance issue as the only "un-resolved" issue. Suzan also advised that my account had been deleted and my number had been sent to re-cycling. Till date - I am still awaiting a copy of my contract.

8. After waiting and following up for responses from Vodacom - I had been handed over to the Debt Collectors called Hammond Pole Attorneys last week - 27-03-2018. The agent Asnath Mokhudu could not type in proper context and did not know the history of the case as mentioned in points above, also attachments had been blocked. Now for a Firm that had been around for the past 30 years, surely for such a case you would think that they would hand this over to a person with atleast 5 year experience or so - but to much disappointment once again, this had been dealt with very poorly. Only after escalating this to the Directors - Kyle Richards ********** Brendan Michie ********** only then did I receive feedback that this had been handed over to the team leader Shirley to assist going forward.

Again, I must mention that this has been a very disheartening and frustrating experience with Vodacom for the past 2 years since the upgrade. Clearly Vodacom does not care about their customers being the "No.1 Provider in SA" Vodacom is too busy making money and had forgotten about the first customers they had to build the business and also had forgotten that it is customers like me that pay Vodacom to provide the jobs and salaries that they now have.

I just want to cancel my contract, clear my name and be rid of Vodacom for good!