Horrible Customer Service

<p>Good Day</p> <p>Vodacom’s service had been absolutely horrifying!!!! Not at all the service that you would expect from a JSE listed, multinational company.</p> <p>During October 2016 and thereafter I have logged many queries with regards to an account that I had received in that month. The queries included the following:</p> <p>The addition of cell contract to my profile: I had indicated to call centre agents (and supervisor) that I do not have any knowledge of this account and that October 2016 was the first month that this number made an appearance on my statement. As far as I am concerned this number had been **********ly added to my account. Although I reported this for the first time in October 2016, I was only advised end of November 2016 that I should submit an affidavit stating the aforementioned, which was done in an email dated 23 January 2017.<br />A remaining charge of R663 on nr 072………………97 after I was advised of a settlement amount of R 2176.49 on 8 September 2016 which was settled in full on 14 September 2016. This number was ported to Cell C due to very poor service received from Vodacom. I have a few issues with this amount:<br />Although I was advised that I should request a settlement quotation by the 5th of the month, I was not able to get through to the call centre. As such a settlement quotation was only provided on the 8th of September 2016.<br />Vodacom provided me with a settlement quotation of R2176.49 on the 8th of September 2016 which was settled in full on 14 September 2016 well within the 14 day validity period as stated in the settlement quotation. In my mind there shouldn’t be any amount outstanding on this account as it is top-up and the settlement account was paid in full. No one at Vodacom can give me an indication of where this amount is coming from?<br />I have followed up numerous times telephonically with Vodacom and had to repeat the issues each and every time with the agents advising me that they do not keep a trail of any queries on the system. Really????!?!?!?!??</p> <p>I the decided to submit a formal email to Vodacom on 23 January 2017 which included the above background, proof of payment as well as affidavit (ref nr: #1- ********** 2572) to keep a trail of correspondence.</p> <p>I followed up on 31 January 2017 and received no feedback from Vodacom despite receiving a read receipt. </p> <p>I followed up on 15 February 2017 and received no feedback from Vodacom despite receiving a read receipt. This in spite of the fact that Vodacom promises a 7 – 14 days response time on queries logged.</p> <p>On 18 April 2017 I was called by a collections agent and once again I had to repeat the same story and were asked to resubmit the email, this time to the legal department. I was issued with reference number: EC-0CLE-2URAP2 and was again promised that the query will be resolved in 5 days. Again I received a read receipt.</p> <p>Well I haven’t heard from anyone at Legal again (except for another collections agent who called me while I was driving and who was unable to find the reference number of my last correspondence and who told me the onus was on me to call him back with a ref nr as he could not look it up on the system) except from a letter on 8 May 2017 threatening me to pay else I will be handed over and will be listed on ITC. Imagine!!!</p> <p>How many more times do I have to call a clearly *********** call centre agent to resolve the issues? I have tried my best to get this sorted from my side and refuse to make another call or send another email to get this issue sorted. I am a professional who prides me a good service to my clients; something that Vodacom clearly does not comprehend.</p> <p>Hopefully I will get a response now, because that is the only time when Vodacom actually responds.</p> <p> </p>