Inconsiderate consultant and manager

Following up the review about me waiting a month for a month for my router. The last week and a half my incident was with the cancellations team who asked for a few days to remedy the situation. When almost a week later the issue was still not fixed and we were going around in circles, I asked for them to cancel as I had given them a chance to fix it but it clearly was wasting more time. The cancellations manager Sahir Heeralall asked for abit more time as he escalated the issue to the back office escalations team member Celine Premdass. I asked to cancel and she too said she needed atleast a day of trying before cancelling. We were on that call for quite some time, while I asked her to cancel she was asking me for another chance. After being tired of saying the same thing I told her to do whatever she wanted since she was not willing to cancel as per my request.

2 / 3 days later I still hadn’t gotten the router. At this point I was even calling ram to ensure they have my correct address and phone number as well. After giving Celine a chance I told her if by the end of that day I don’t have the router I’d like to cancel. I called back the following morning and she said she can only process it as a normal cancellation. I asked her to stipulate that I had not used the fibre service which should be added to my cancellation notes so the fee may be waived but she refused to do such. She also refused for me to speak to her manager saying she reports to the whole of Vodacom and no one in particularly. She said she asked Sahir to call me back so she is done with her side and I should leave her out of anything further. Sahir has still not called me back and this was 3 days ago. The reason I was asking for her manager is because I have dealt with her and Sahir and knew the issue will be ignored as soon as I drop the call, I just wanted someone to sympathise with me and try to assist me effectively. Celine and Sahir had a ‘ I don’t care’ attitude after I have spent days giving them time while I was being inconvenienced!!! I was buying airtime and data like crazy so I would be home when the router was being delivered and needed data to work. Celine even blamed me for the last unsuccessful deliveries?!? Which I did not understand why since I did all they asked me to do. Including spending money on airtime and data everyday so I can work at home while waiting for the delivery.

After Celine dropped our call with no further assistance I called cancellations where a lady named Zethu Njilo answered and seemed to assist me with a greater willingness. She updated the cancellation notes with what has been happening which I’m hoping will help. I can’t install fibre as my line is still active but after Zethu’s assistance they are working on the issue swiftly and I am being updated of the status. I’m more hopeful of the turnaround time of the cancellation.