******** Customer Service

<p>On 16 November 2016 I went to the store to upgrade my contract. I was met by Shamilla who took my details so that she may order the device I was looking for. She advised me to go back on Monday when the device arrives to process the upgrade. I contacted the store on Monday and was advised that the device was not yet in store. After not being contacted I then went to the store on Tuesday afterwork to enquire about the device. To my dismay they had not ordered the device as the "order form" I completed was now missing. Shamilla was not in store. The next day I went onto the Vodacom website to look at the packages so that I may process my upgrade online. I sent a request whereby the system advised me that a consultant would contact me. I was not contacted. On the 23rd of November 2016 I then contacted the store telephonically. I wanted to speak to the branch manager but was advised by Kgagelo that she was not in and that he would be able to assist. I explained to him that I had been in store to order my device for an upgrade however the device was not ordered. He stated that he did have one in stock and that I could take that one. I then advised him that I went online to view the packages and I saw that the Smart S plan offered 500mg to which I was looking for as the contract was for my step daughter. He stated that he would process the upgrade for me and I could collect the device aftr work at the store. I asked him if he would be there he stated that no he unfortunately works until 5 but he would leave the paperwork with someone else who could assist. I later went to the store whereby I was told where to sign. The contract was not explained to me. In January 2017 I was debited R3400 from my account for this contract. I contacted customer services whereby I was told that the line was an open line. I explained that I did not want an open line and I was not even told that the line was open. When I requested that the line was to please be a top up I was advised that I would be charged a penalty of R450.00 as the contract was not 3 months old. I stated to the consultant that I was not happy with this as I was not told about the open line. The consultant advised me to contact the store where the upgrade was done. I then called the store to speak to the branch manager, again she was not in. Matthew stated that I could speak to him. I explained my dilemma to Matthew who then stated that he would apply for a bill shock. After a day or so I contacted Matthew back again to get an update on the bill shock he app**** for. He stated that he had not yet recieved feedback and that I can contact the call centre and apply on my behalf as well. When I contacted the call centre they advised me that I would need to call Matthew back to obtain the Service Reference number. When I called Matthew back he stated he did not recieve one. I then requested Matthew to please send me a copy of the email he had sent. He could not give me a copy of that email however CC'd me on a new email. Please understand that in no point of this entire debacle have I been contacted. I have had to contact everyone myself. On the 6h of February I then called the call centre back again and logged a service call myself. I then also went to the store at 09:00 to speak to the branch manager. AGAIN, she was not there, I was told she was off ill. Being irate I stated that I would not leave until I spoke with someone. I was reffered to the second in charge being Shamilla. I stated to Shamilla that I am extreemly upset with how this query is being handled and that the service offered by the store is pathetic. During the conversation I was asked by Shamilla "Why was I making this problem Matthews?" I explained that the "problem" was actually the entire store as they all worked for Vodacom and customer service was all of their responsibility. Shamilla then went on to obtain a copy of my contract. She gave me the copy, I asked her where on the contact it stated that the line was an open line, she showed me to a page that was completed but does not state what line the package was on. She then conatcted the call centre and logged a bill shock request. While I was in the store Matthew did appear but then quickly dissapeared. I asked Shamilla about changing the package to which she stated that I should wait until the 23rd of February 2017 whereby I could change it without a penalty. She stated that I must go to the store and she will assist with the change. Again, me having to do the footwork for their poor service. On the 13th of February 2017 I contacted Shamilla again for an update as I had still not been contacted by anyone. She stated that she was advised she should have a response later that day. I asked if I could call again in the next morning. She stated that she would be on leave for 2 days however she will hand over the query to Matthew to give me the update. The next morning I contacted Matthew who then stated that Shamilla had not handed anything over and that he would contact her and call me back. He to this day has still not called me. I contacted the call centre who ad first agrued with me a to the turnaround time with regards to the query. I was advised 5-7 working days and I was calling on the 6th day. I mean really!! I was told that they would escalate the query. The next day I was contacted by the call centre agent to advise me that they had a resolution but he was unable to give me the resolution as I would need to be put through to the solutions department. He put me through however the call was cut. I then called back whereby the phone rang and then eventually cut off. I tried again later in the day and I was put through to voicemail. The next day I then called back. I was then advised that the Bill shock had been declined as the package request was not specified. The call centre agent advised me to take it up with the store. I contacted the store to which I finally got hold of the branch manager Ashlynn. I requested a meeting with her. I requested that I come see her afterwork to which she advised that she only works till 5. I then asked if she would be the on Saturday 25/02/2017, she stated she would be there till 13:00. I went to the store at 12:20 only to be told that she had left at 12:00. I enquired as to her stating she would be there till 13:00 whereby I was answered "yes she would be here till 13:00 but she had left". This entire ordeal has taken over a month and is still not resolved. I have still not been contacted by anyone at the store. The service level is extreemly pathetic at the store and with the call centre, all they can do is state "take it up with the store". I will not be paying any funds to Vodacom until such time as someone in a senior management positon can contact me and assist me with a resolution to this immediately. I was not told the line was an open line and I feel that the service I have been given is disgraceful. I have switched the device off as to not incure any further costs. </p>