*********** workers of Vodacom

<p> </p> <p>Please note that this is my original email to MR Shameel. Below I will add what happened after no response has been given.</p> <p> </p> <p> </p> <p>I urgently need some assistance please.</p> <p> </p> <p>During the day of 31.10.16 I noticed that I was not receiving any messages to my blackberry. I didn't think much of it as we regularly experience network glitches.</p> <p> </p> <p>Late afternoon my colleague sent me an email asking if something is wrong with my phone...still I didn't think much. </p> <p>I tried sending a message on whatsapp and nothing went through. I then thought that whatsapp might need and upgrade but I was unable to access the blackberry app world.</p> <p> </p> <p>I contacted Vodacom Customer Care where I had to register the host routing table and take out my battery. That did not work to I contacted them again. I was told that I had to wait between 1 and 5 hours before they would know what was wrong.</p> <p>After no feedback received and being very frustrated by now I decided to wait it out for the night.</p> <p> </p> <p>This morning still nothing worked so I contacted the contact Centre again. Waiting for 30min for someone to answer. By this time I was fuming as I had to explain my situation all over again. I was then transferred to another person who told me that my top up contract has been deactivated. Which I don't understand as this was never cancelled by myself or my mother. She did however cancel my dad's contract as he passed away in September 2015, but for some reason my number (ending 3478) has been cancelled.</p> <p> The account is on my mothers name therefore he asked to speak to her. Please note that my mother is 64 years old, she did not grow up in a world of technology, so she barely understands but as you know they normally agree to everything.</p> <p>After all the trouble I was told to contact the cancellation department. I told this guy that my mother would not be with me as I will be going to work and obviously she cannot come with me to provide these details. He ensured me that the cancellation department would be able to contact my mother while keeping me on the line, trying to sort out what ever went wrong.</p> <p>To be honest, I was cussing by this time already. So much time has been wasted and I was late for work as well. My prepaid money has now been running out as my BIS was no longer active.</p> <p>This morning some of my friends started sending me messages on facebook asking the same question regarding my bbm and whatsapp.</p> <p> </p> <p>I waited until 8:30am to contact the cancellation department. I held on for half an hour before being able to speak to someone.</p> <p>Still raging with frustration I explained the situation again where my mother cannot come to work with me and that they would have to give her a call to get all the information. I was told by an agent as well as her supervisor that they cannot make calls due to high volumes coming in and I will have to wait until late afternoon.</p> <p> </p> <p>By 11am no one has made an attempt to call my mother so I called the cancellation line again, this time explaining the situation all over again to a new person and was told the same thing. Apparently they have no authorization to make any calls, but she was going to speak to her manager, took the details and then informed me that this will be done.</p> <p>By 1pm still nothing, so I contacted them again, this time trying to be calm I explained the situation again. The lady went to speak with her supervisor and just cut me off.</p> <p> </p> <p>It is now 15:45 and still no one has made any attempt to call myself or my mother regarding the situation. I am so frustrated, it is my birthday tomorrow (02.11.16) and I have been trying to stay in contact with my mother and sister regarding birthday arrangements and I have not been able to do so at all today.</p> <p>By now you could pretty much say I am close to tears.</p> <p> </p> <p> </p> <p>Please please can you assist me in this matter. I've had this contract for so many years, it doesn't make sense that we would just cancel it for no reason at all. So much time and money has been wasted today and I find this highly unacceptable when you have so many staff but no one can assist you and have all these pathetic excuses for not being able to assist. </p> <p>I've working in a customer call centre experience and we always aim to please no matter what it takes. A supervisor or manager should be able to assist even if this means that the make the call from there cellphone to ensure customer satisfaction.</p> <p> </p> <p>Desperately awaiting your feedback.</p> <p> </p> <p>Thank you for your time Sir.</p> <p> </p> <p>Regards</p> <p>René </p> <p> </p> <p>Continuing…</p> <p> </p> <p>On Sunday 13.11.16 I realized that my facebook is still working on the blackberry. Even though I know money has been deducted from my account, the airtime should have ran out by now. I tried checking how much money was left but kept getting an error on *100#</p> <p>At 7pm I dialled *111# to check my balances so I selected option 1. There was a new option now available to check my “bill so far”.</p> <p>It then gave me a bill for R318 which I didn’t understand as it should only be R208 for my top up 140 contract.</p> <p>I contacted customer centre, spending 40min on hold before just answering I was informed that Vodacom has me on a smart sim contract where I get 600 sms’s, 240 min and 600mb every month. When I asked who authorized this, no one could give me an answer. Again feeling so furious and frustrated I demanded that they give me proper assistance without having to phone me back of wait another few days.</p> <p>After spending another 30min on hold, The supervisor informed me that she will get someone to phone me the following day as they did not have anyone available to assist me as the offices was now closed, and she only starts at 1pm and I demanded an answer before 10am. Up and Until now I still have not received a call.</p> <p> </p> <p>On Monday morning the 14th at about 10am I decided to go to the regional offices in Cape Road Port Elizabeth along with my mother. We were told that we weren’t allowed to go in and no one will be able to assist us there. So the security referred us back to the customer service in the Greenacres Shopping mall.</p> <p> Drove all the way to Greenacres where the consultant told us that he could not do anything either. That I would have to contact the customer service and cancellations offices again to correct there mistake.</p> <p> </p> <p>I am so tired of the struggle. It has now been 4 weeks and I don’t feel that I have to pay for this contract I did not even authorize. I need someone to correct this please. They upgraded the contract without my consent, they’ve deducted airtime as they cancelled my contract without my consent. Now not even the *100# or *111# works anymore. I’m sitting with an upgraded contract and did not even get a new phone or anything. I need to be reimbursed for my losses.</p> <p> </p> <p>Please help! I just can’t deal with the *********** workers of Vodacom anymore.</p> <p> </p>