I would like to formally record my dissatisfaction with the service I received from Simnikiwe Ngcobo. When she answered my call, she sounded half asleep, and I struggled to hear or understand her responses. She proceeded with a security check, which I ans

I would like to formally record my dissatisfaction with the service I received from Simnikiwe Ngcobo. When she answered my call, she sounded half asleep, and I struggled to hear or understand her responses. She proceeded with a security check, which I answered correctly except for one question related to the benefit I was receiving. I explained that this number is my primary contact number and that I hold the contract because of the handset and insurance. I requested that she ask me another question, but she refused.

I further explained that I had been transferred from another department where verification was successfully completed, but she insisted that she has her own set of questions. When I asked to speak to a manager, she advised that all managers were in a meeting. I told her I was willing to wait, to which she responded that managers work until 6pm and that I could wait “all I want.” She then placed me on hold and transferred my call back into the queue.

Fortunately, I was later assisted by Andile and Nicollette, both of whom were professional, helpful, and able to complete the verification successfully. Their service was in stark contrast to the arrogance and rudeness displayed by Simnikiwe, who even gave me her nickname “Simmy” when I asked for her name.

Due to this experience, I have decided to cancel my contract with Vodacom. Simnikiwe demonstrated no customer service skills, lacked professionalism, and her conduct was unacceptable.