HORRIFIC Experience from a Brand that calls themselves World-Class...

I called Vodacom requesting a Fibre connection on the 2nd of May 2019. I was met with Sandile Dlamini, who happily assisted me in getting an order through. I mentioned to him I was in need of it quite urgently, so what was the timeframe I was looking at. He told me 7 to 14 days. It was on this basis that I accepted the quote and the order.

On Tuesday 14th of May I called Sandile to follow up as I had yet to hear anything. He told me that I was on day 13 of 14 and he could only escalate the matter on day 14. He requested my ID and said he would call me later that day to update me.

He never called.

He didn't call on the Wednesday either.

He didn't call on that Thursday either.

I then called him on Friday, he said he sent a mail to escalate the matter. When I asked why he didn't call me back as promised, he said their systems had been down and he was unable to. For 3 days????

I then asked him to send me a copy of the escalation email, to which he responded that he would when he got back to his work station. How could he take my call if he wasn't at his work station? No surprise I receive NO email, none whatsoever.

We had agreed he would call me on Monday for an update.

He didn't call. So I called and the lady who answered tried to transfer me, but I assume he told her not to but to tell me the matter had been escalated.

I called again with no luck in getting through to him. I asked to speak to a manager, and then I was passed to Sandile who I refused to speak to. I was then passed on to Nobuhle who told me it would actually take 4 - 8 weeks. I said it was unacceptable. She promised to call me back with an update - to this day I have never received a call back for the call that was promised "within the hour".

I called Sandile on Monday 20th May to tell him to cancel the order, I don't want anything to do with Vodacom. He said ok.

I sent an email on 22nd May confirming that he cancels the order as discussed. No response.

Today I receive a call from Century Connect to tell me they have a Vodacom order for me. I tell them to refuse it.

I call Sandile immediately - "Oh no I sent an email to cancel your order..." and only then does he tell me I have to call in and cancel by selecting option 2 and not 1 as he doesn't have the authority to assist.

I call AGAIN...and I get through to Phelo who says she will log a query which could take up to 48 hours and then depending on the person is how long it will take to cancel the order.

Now it is the 28th of May, 6 days and 4 working days since my second "official request" to cancel the order and still absolutely NOTHING has been done.

I call again...I speak to Nelli who assures me it can't take 48 hours, so when I ask how long it would take she says she is unable to tell me that as it is not her department. How is it that she can confirm rock solid that it won't be 48 hours but can't advise me of a time period because it is not "her department. 100% Contradictory.

I ask to speak to a manager, and a lady by the name of Zuricke (may have heard wrong she answered so fast) answers but as I am speaking she cuts me off and says she has to call me back from her work desk.

Horrific experience. Please just cancel my order and I promise to never recommend your service. This has wasted 3.5 weeks of my time.

Order Number: SO190 ********** 57 Cancellation Reference Number: SR190 ********** 18

Green Cross Manufacturers (Pty) Ltd 26-30 Benbow Ave, Epping Industria 1, Cape Town, 7460, South Africa | PO Box 396, Eppindust, 7475, South Africa

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