Horrible customer Service / experience (RED VIP)

My experience with Vodacom customer experience has always been by far the most horrible ever. And it seems to just worsen amid the current COVID19 pandemic. To think I pay Vodacom well over R40 000 a year for my personal, my family and fibre lines.

It all started in March 2020 when I requested the Fibre customer service to migrate me from a 10mb line to a 25 MB line. The request took well over 4 weeks to be resolved. Even after I plead with them that this was affecting my income and I needed it to be resolved urgently - The agents working from home were casual and sounded like they did not give a damn about my request - all they did is kept reading the script to me and told me they will escalate to the relevant department - 4 weeks later it took one Ms Deidre Booysen to resolve a query that could not be resolved over 4 weeks in less than 4 hours. It seems Vodacom does not care if the customer is getting help or not as there is no measure in this pandemic days to be able to talk to any of the customer service supervisors and all the agents are happy to throw that at your face with great pleasure.

My second recent horrible experience on this morning of 30 May 2020 is with one Ms Ratshidisitswe Dzanibe. Seeing that my income is affected by the pandemic - I took it upon myself to pay the thing that enables me to make money whenever I am I have made some money. On the 27th of May 2020, I chose to pay my Vodacom account so I do not get disconnected as this would mean I can not work, as I am working from home. This being way before any other debit orders go off my account. Only to wake up on Saturday 30 May 2020 with to Vodacom having debited my account again from for the same account I paid off my credit card. Taking to call Vodacom Customer care for assistance as FNB could not help reverse the Debit order, I was meant by one Ms Ratshidisitswe Dzanibe who firstly sounded like she had just jumped out of bed and not really will to take my request. While on the call with her the line was bad and I kept having to repeat myself. Having explained to her that they have double billed me and i needed them to make the repayment to me urgently as this is the only income I had left - repeatedly kept reading me a script with no effort to take this up with the powers that be to try and expedite my request. In the background, I could hear giggling and I conformed her asking if she thinks my matter was a laughing matter. Upon which I asked to speak to her manager which she refused to put me through to citing that she is unable to as there is no way to do so. Upon which I requested the manager's email not know if she will supply me with the correct info.

This experience for me is not a first over my years of patronage to Vodacom - this evident on my tweeter account the amount o time I have had to resort to that platform to put pressure on them to resolve my issue. I am taking this u with consumer protection and my legal team and will defiantly want maximum legal exploration of the mater.

I will certainly be moving my accounts to another service provider.