HORRIFIC SERVICE AGAIN - VODACOM

If I could rate Vodacom's service shocking, I would do so! This is on behalf of my 62 year old mother. Her account below: I STARTED 7/11/2018 WITH WANTING TO UPGRADE. THE SALES LADY SAID I WAS ALREADY DUE IN JULY 2018.

I DID AN UPGRADE FOR A 2 YEAR CONTRACT WITH A HUAWEI P20 LITE PHONE AND I WAS TOLD I WILL GET THE PHONE IN 3-5 WORKING DAYS.

8/11/2018 I RECEIVED A CALL FROM A CONSULTANT IN UPGRADES SAYING THAT I WAS NOT DUE FOR A UPGRADE YET AND ONLY IN 2020.

THE CONTRACT WAS CANCELLED THAT DAY.

12/11/2018 I PHONED AGAIN TO FIND OUT WHEN MY PHONE (PRIMARY) ********** 301 COULD BE UPGRADED. I WAS INFORMED I AM DUE ONLY IN NOVEMBER 2020 (22 MONTHS)

AND CAN RENEW THE CONTRACT IN FEBRUARY 2021.

I AGAIN PHONED AFTER 48 HOURS AS I WAS TOLD TO DO, THE DATE WAS NOT CHANGED.

I PHONED AGAIN ON THE FOLLOWING DATES 15/11, 22/11 AND ON 23/11.

SO FAR NOTHING HAS CHANGED I STILL GET THE SAME INCORRECT DATES.

MY CELL NUMBER IS BEING CONFUSED WITH MY TWO TABLET’S CONTRACT WHICH STARTED IN JULY 2018. THEY ARE DUE IN NOVEMBER 2020 AND MY PRIMARY NUMBER IS DUE NOW.

EACH TIME I AM TOLD TO CALL AFTER 48 HRS AND THAT I WILL GET A SMS TO CONFIRM THE NEW DATES.

ON 22/11/2018 I PHONED UPGRADES AGAIN AND SPOKE TO PORTIA AND SHE PROMISED ME IT WILL BE CORRECTED AND SHE WOULD PHONE ME THE NEXT DAY TO HELP ME. SHE ALSO UPGRADED MY ****LE DATA TO THE SPECIAL WHICH WAS ON TO R 99.00 FROM 1 DECEMBER 2018. I ASSUME SHE DID DO THAT CORRECTLY!!!!

SHE NEVER CALLED ME THE NEXT DAY.

23/11/2018 I PHONED AGAIN AND SPOKE TO A GENTLEMAN AND ASKED TO SPEAK TO PORTIA AND HE GOT HER TO CALL ME. SHE CALLED AND APOLOGISED PROFUSELY ABOUT IT NOT BEING DONE. SHE THEN ESCALATED THE QUERY AGAIN TO THEIR BACK OFFICE. DOES THIS 'BACK OFFICE' HAVE SO MUCH WORK THEY CAN’T SORT THIS OUT IN ONE WEEK? I HAD TO WAIT A WEEK AGAIN. AFTER THAT ONE WEEK IT STILL WAS NOT DONE.

I RECEIVED AN SMS ON MY PRIMARY PHONE ********** 301 TO SAY THAT MY QUERY HAS NOW BEEN CLOSED. MY REFERENCE NUMBER IS 1- ********** 6848 213.

I PHONED TO FIND OUT WHY IT WAS NOW CLOSED WHEN IT WAS NOT RESOLVED????

ON THE 30TH NOVEMBER 2018 I CALLED UPGRADES AND GOT A LADY WHO LISTENED TO MY PROBLEM AND EVEN TRANSFERRED ME TO CUSTOMER CARE AND I SPOKE TO NOMBULELO

WHO SAID SHE WILL SORT THIS OUT FOR ME. SHE TOLD ME TO CHECK AGAIN TODAY (7 DAYS) 7/11/2018.

IT STILL SAYS I CAN ONLY UPGRADE IN NOVEMBER 2020 AND RENEW MY CONTRACT ON 22 FEBRUARY 2021.

HOW CAN A PHONE CONTRACT START ON 22 FEBRUARY 2017 ONLY GET UPGRADED IN 2020 AND RENEWED IN 2021. ARE THE CONTRACTS NOW FOR 4 YEARS????

Please note that this is not the first time my Mom has had a problem with Vodacom. Please refer to review 14 Feb 2017. I truly believe that Vodacom is NOT interested in retaining their customers. My Mom has been a customer for years now and has added many lines to her account. I've advised her to move to another network unless this is sorted out ASAP. Her current phone is giving her trouble and as she travels for work everyday she NEEDS a reliable phone. Please regard as urgent. Thank you.