How many times should an issue be escalated before it’s resolved???

I had a fibre line relocation done to my new apartment which was installed 04/04/2024 and there seemed to be an issue with the installation when the technician was here from vumatel so I called the vodacom fibre call center and they then spoke to the technician and the technician advised that the line is being activated and I should wait a while. I waited for about 2 hours and then called the call center again to see if everything is on track. The agent I spoke to advised that he would escalate the matter to the back office and my fibre should be working in a few hours since I’m an existing client. To be fair I waited until the next day and I received a call from the back office asking me to restart the fibre box which I did and the line was still not working. The agent from the back office advised that he’s looking into it and it should be sorted before the end of the day yesterday. I called again yesterday afternoon around 13:30 and the agent advised that they are working on it and I should wait. I called again at 4 to see what was happening and the agent re-escalated the issue and said that the issue was referred to Lungile from the back office. Nothing happened by 5 yesterday so I called again and the agent I spoke to said that everyone at the back office already left for the day and she escalated it to the standby agent for today and that I would get a call first thing this morning. I never received a call so I waited until after 10 and called again and the agent advised that his manager will give me a call before 1pm. It’s now 48 hours since the line was installed and the line is still not working and I have no idea when it will be resolved. All I’ve been asking for was for feedback on when I can expect the issue to be resolved but there is absolutely no communication and no one at the front office can give me an update as they say there is no communication from the back office and they can’t communicate with them via a call it’s only via email. Dealing with vodacom when there is an issue is so frustrating and that includes going to stores.

I wrote this email to *** last year but never heard back from them. The email address was given to me by a complaints call center agent Good day

I’d like to log a complaint against Lehlohonolo Maruping at the Sandton City Repair branch and the branch.

I visited the store today and she does not assist clients in any way cannot provide assistance or feedback when feedback should be provided. I logged a repair on 02/03/2023 and was told it would take 7 - 10 days. I called on the 16th of March at 9:15am to request feedback as I received no messages or calls on the matter and was told that the replacement device has been ordered and there’s no stock at head office. At the store she then told me that all the messages are system generated and she gets no feedback from the technical staff in the back office and she deals with a lot of clients and cannot provide feedback to individual clients. That is ridiculous as a simple message could be sent to let a client know of delays. Please see the attached picture showing the timeline of events and according to this the matter was only escalated after I called the store on 16/03/2023 at 9:15am.

I asked Lehlohonolo to get the contract cancelled as I need a working router and I was told I have to call cancellations to get that done. I called cancellations and was told the store supposed to call for the cancellation as I don’t have the device with me.

I spoke to Depreshka and was told that the device needs to be delivered back to me and then the cancellation can be logged. I don’t see the point of having a store if there’s no basic customer service. I spent almost two hours at the store and walked out with the same situation I walked in with.

Please give me a call if you need any further information ***.