Hard times harder with Vodacom !

Dear Vodacom

It is now 14:30 nearly the end of another business day. I provided my email address , our Vodacom account number as well as the temporary MTN cellphone number i am using at the present moment.

Up until now i've not had one call, or email or sms from ANYONE trying to reach out and solve this.

Up until this morning I’ve not had any feedback. I phoned Vodacom customer care early and got through to Alicia as I want to make payment and be sure where I sent proof of payment to etc. She then returned my call and put me through to collections now at 08:25 and they are giving me a completetely different amount and story than what I was told on Monday. My call was now ended as they want to go listen to the recording of Monday to confirm if the amount I say is the amount mentioned in the call. I need help, I want to pay, I don’t want to loose the numbers. Monday it was R25k - now today it’s R58k. Monday it was R25k and restore to monthly billing

Dear vodacom, I did receive a phone call from the pleasant lady that handles your hello peter complaints. However I'm not getting real feedback on my emails. I've been phoning every hour. This morning at 10am i sent through proof of payments to multiple people, nobody responded or acknowledged it even. I eventually got hold of someone at 2pm today and the payment was there but no instructions to restore or reconnect our lines. So i stayed on the line for this request to be done and escalated, I got this reference nr: EC-21B8-287KJR but that this specific department doesn't work on a weekend and i'll have to wait until Wednesday this week.

I cannot believe how this is possible - can i just be assisted efficiently and quickly ?

I've received an email that confirms what I've said and that a proof of payment has been received.

No further concerns are being addressed : turnaround time ? Escalating? Will this be attended to over the weekend ? is this really a matter of waiting until Wednesday next week ?

I am sure in today's day and age there must be a simpler way when the correct people are called to action and assist. I've been at this since Monday afternoon and no service delivery has improved. Is it not possible to get straight answers ?

On Saturday I received an email me informing me that the payment is still not reflecting but it had been sent to finance. I also went to my bank on Saturday and they confirmed the payment is reflecting as i paid Vodacom as an approved beneficiary. I however did appreciate the email as it was a Satruday and I was informed it's not a department that works on a Saturday.

I also phoned the customer care line early on Saturday morning, because every day i desperately try to make progress or find the right person that's going to see this through for me. This staff member informed me that "she doesn't know who told me i'll get my numbers back because it's permanently deleted and she's never heard what I'm speaking about" I repeated all the facts, gave her the reference number i received for escalating the restoring of our numbers, referred her to go and listen to the recorded phone call on Monday last week which is what was done. This has just sent me into another spiral, because from each phone call to the next what i'm being told is complete opposite.

I'm just trying to resolve this, I'm traveling for work and have a new roll. This really is a HUGE priority to resolve.

I received a SMS that I'll be gettinga call back at 1pm - there was no call.

I received an email saying payment was allocated. I followed up on my own escalated reference number above and i was told that it is another 3-7 days and someone should've told me. I don't know what to believe anymore.

Please contact me on my work landline number which i did supply or on the interim number i am currently using.

This morning at 06:40 one line was active. I have tried to follow up the entire day and i get different stories from every single person I'm dealing with.

The emails you receive from the staff manning this Hello Peter portal remains blanket responses that are far and few in between and do not answer any questions directly.

How the heck do i resolve this query ?

Two days ago I received a call from Olivia at Vodacom, very pleasant and tried to assist me. Up until now my full query hasn’t been resolved. I’ve sent LOADS of emails with ALL relevant details and still only one line is active. I’ve sent the reference nr that i escalated last week Friday and until today - no responses and my husband and daughters lines ARE NOT restored. The billing cannot be fixed as all lines ARE NOT active. It’s been two weeks of this !