Labelled as a ****** for trying to sort out a Sim Swop

<p>I am in total shock and disgust about the way that I have been treated by Vodacom.</p> <p> </p> <p>My telephone was ****** and I went to the police station to report the theft and was told by the police officer assisting me that I need to get a reference number from Vodacom. Not having a phone, this meant having to go into a store. I firstly went to Fourways Mall and the store was closed. At 12:00pm on a Monday. I have no idea why – perhaps you can enlighten me?</p> <p> </p> <p>I then drove to Nicolway Centre and asked for assistance. The lady helping me told me that the systems were offline and they could not blacklist my phone and SIM. Worrying as if a bill comes at the end of the month with calls I did not make, I am liable for it (security measures were in place on my phone including a pin code and fingerprint to unlock it). I was then told much to my embarrassment in a store full of customers that my account was in arrears. I did not understand as I had paid my bill of over R1700 before the due date. I was also told that the systems were offline to blacklist the phone and give me the ITC number required by the police. I then asked to speak to a manager and a man named Nick came through to assist. In desperation (not knowing what the outstanding amount was for), I said I would pay the amount and he told me that he could not take payment and I would have to go through to Sandton or another Vodacom store (not a Vodacom4u). At this stage I was obviously very emotional about being ******. I asked if there was another solution and was told that I can go into a bank to pay. I immediately went upstairs to the bank and paid an amount of R147.28 using the reference number that I was given by Nick. I gave him the proof of payment and paid the R67 to the store for the sim swop. I was told that it would take effect within 1-5 hours. At the end of the day I called Nick and there was still no service on the sim swop. He followed up and unfortunately at that stage of the day there was nothing we could do. He explained to me that he would be not in the next day and that he would hand over the issue to the other manager in store named Happy.</p> <p> </p> <p>Yesterday I started following up with the store and speaking to Happy. As far as I knew there was a comprehensive handover given to Happy from Nick. I asked Happy for updates. He told me he would call back and didn’t call back. I asked for updates and didn’t receive them. I was using a relatives phone and on my way to write an important exam. As I was working from home during the morning I told Happy that it was imperative that the line was up and running so that I could get onto conference calls. At one point I was told by Happy I would get a call back in 10 minutes and 2 hours later there was no call back. I then contacted Vodacom via Twitter to ask for assistance as I was getting nowhere. (Remembering at this stage I had no working phone so could only make contact via wifi and was running back and forth to use someone elses phone).</p> <p> </p> <p>Last night when I got home from my exam and the police station I called Happy again as the phone was still not working. I asked him if there was a communication problem as he had not got back to me or given me feedback. By this point I was beyond upset by the inconvenience. Basically being told that my account was in arrears which I do not believe it is. And the fact that I paid the disputed amount within minutes of being told on Monday that the account was in arrears. He told me that the matter was with the accounts department and I asked for the name and contact details of the person who he was dealing with so that I could follow up on this matter myself as he didn’t seem to be having much luck. He told me that he had emails to prove that he was following up on the matter and when I asked him to send me those he refused and he refused to give me the name of the person who is HOD of the accounts department. </p> <p> </p> <p>He then took a nasty turn with me and that is the main reason that I am complaining. I understand that system issues occur. I work in the IT industry. I have experience in support and customer services and the way he has dealt with me is not in line with any principals I have ever encountered. He told me that I am a ****** with I take great offense too. I did not make any derogatory remarks. Having never met him face to face I honestly cannot understand how he can make an accusation when for all I know he could be white, black, Indian, Chinese or coloured. He repeatedly called me a ****** (he too has no idea of my own ethnicity so how could he make such accusations?). He then told me that I had been shouting at him all day and ‘harassing’ him. Well, if someone tells me that they are going to call me back in 10 minutes and 2 hours later I have no update, call it ‘harassment’ but I will call to follow up. He also told me that he deals with problems much bigger than mine on a daily basis – was this to belittle me??? If he deals with bigger problems than mine, then why is it so difficult to follow up and solve the issue because I am obviously just a ****** small fry in his mind. He said that he has been a manager for 8 years (I don’t know how that is relevant). I was using someone elses phone so I had a witness standing by me and at no time was I ******. When I asked him why he had called me a ****** the person standing with me was in shock because they know that that is the last thing that anyone would describe me as. The accusation was extremely hurtful as this is something that I despise and to be told that I am ****** when I am anything but is the most offensive statement he could have made. That was a personal attack on me and my character which I take great pride in. He then told me that I can take him to court (I don’t know why and how he got that notion in his head and wanted to put words in my mouth). I asked him for a recording of the conversation so that I could listen to when I made the so called ****** comments. I never referred to him in a derogatory manner, referred to colour/race, was ***ist or any other discriminatory slur. </p> <p> </p> <p>I phoned the store this morning and he was not in. I spoke to Nick again and explained the situation and he told me that would follow up on the matter for me was very apologetic. Yes, I am still very angry at the accusation but he did not resort to name calling or making excuses. He was straight forward with me as to what the situation was and apologized on behalf of Vodacom and for the behavior of his colleague. At this time – 1:30pm (more than 48 hours later), I still do not have a working phone line. </p> <p> </p> <p>Can the following be explained to me and can someone give me an idea on the course of action that will be taken?</p> <p>· How is Fourways store able to close during working hours on a Monday?</p> <p>· Please look into my account and give me details of why/how there was an amount outstanding?</p> <p>· Please explain why it takes over 48 hours for a SIM Swop? I am waiting for an SMS from the police with my case number so that I can claim my insurance. At this stage I have no way of receiving communication from the police.</p> <p>· How are your systems so often offline that customers cannot blacklist phones and SIMs? Who is then liable for a bill if the phone is used after it is ******?</p> <p>· Please follow up on the allegations of ****** and harassment made against me? I can deal with bad service but I most certainly do not tolerate being told that I am a ******. I am taking this very seriously and I would like it to be followed up and the individual who called me a ****** and told me that I was harassing him to be held accountable. This is unacceptable!</p>