Lying salesman becomes my problem

Posting on behalf of the account holder...

A sales rep name Sabati came to see me about VodaCom fibre. He gave me the rundown on my options and I told him I was interested in signing up, but needed the signal extending to the cottage on my property. He took photos of my existing router, sent them to someone who said it could be done and the rep told me that VodaCom would sort that out for me when they installed.

Last Thursday, a guy came to do the installation, but knew nothing about the extension. I got in touch with the sales team who referred me to the technical team. The technical team said it wasn't their problem and referred me to the sales team, and so it continued for the whole of Thursday and Friday. I spoke to Cherlene, Tonya, Carmelita and many other call centre agents. They all just passed me from one person to the next.

I was eventually told that I needed to speak to a guy called Jadie in the technical team (A supervisor, from what I could pick up). I phoned and a guy called Jason answered the phone. I explained my problem and was asked to hold on. When Jason came back to the phone, I was told that Jadie said to tell me that the sales guy **** to me and that it wasn't their problem. I tried a number of times for Jadie to take my call, but he would not speak to me. When I asked Jason what Jadie's surname was, so I could lay a complaint against his lack of service, I was told "that is his personal info and I won't give it to you".

By now, I had spent about 3 hours on the phone, either on hold or trying to get through to the right person, still to no avail.

I then got a call form VodaCom asking me about my experience. I explained what had happened and a lady called Allen phoned back and seemed really keen to resolve the situation. She said she would be in touch on Monday. She sent an e-mail straight away so I could liaise with her directly. First thing Monday morning I got another mail from her letting me know she had escalated the problem and we would get feedback by close of business on Tuesday.

On Tuesday afternoon, I got a call from a man called Sbu asking if the matter had been sorted out and I told him not. He said someone would call me back later the same day (Tuesday). Since then, I have heard nothing. I mailed Allen yesterday and today, still no response and I am still sitting with no signal in the cottage, where my tenant runs a business. Obviously, this is affecting her income, as she cannot access e-mails or get online.

Then, when I signed up, I signed up for a 20/20mbs line. I have great download speed, but my upload speed isn't even 2mbs. I have also been in touch with people about that, and also still haven't had the issue resolved. I sent the first mail about that problem last week Thursday / Friday and got a call from a guy called Clint on Tuesday who said he would get back to me. I sent Clint a follow up mail yesterday, but to date till have no response.

I am really disappointed in your level of service. From your lying sales team to your after sales call centres, none of it has been a pleasure to deal with. I have been a customer of yours for close on 2 decades and have to say, I am not at all impressed.