Most disgusting service ever.

I cannot believe that Vodacom claims to be the best network provider in S.A when they cannot perform a simple task such as doing s refund to customer. You call the Customer care number only to find out they don't really care. I have been calling since 01/04/2016 and spoken to some rude agents, some ruder then the 1st and some that is just not willing to assist. I have endless names and reference numbers and still today as I write this complaint, no resolution in sight or well at the rate we are going not even a resolution in the near future. I have heard all the stories such as our contact centre is based on 4 to 5 floors so I do not know all the Team Leader, to I cannot find my Team Leader, to I need to go and look on another floor for a Team Leader, to I do not know what shift my or other Team Leaders work, etc, etc. Then getting to someone willing to assist I am told that Vodacom has multiple external service providers performing that performs various functions so whomever is on the line does not know who they can transfer me to assist. Eventually after all of this guess what? I still cannot be assisted because the system is off-line. So you have been off-line since the inception of my complaint. How great whoopee Vodacom you are really the best and you doing a great job at it. Now with all the compliment out of the way let's start with my complaint. On 01/04/2016 my account was debited with about R3 700.00 some rand and cents. I called the same day to inquire and spoke to and agent called Boitumelo Mohlasedi who was very rude and not willing to listen to my complaint and frustrated the situation until I asked to speak to a Team Leader of which Nyito Shingange intervened and assisted me to the best of his abilities. I request from Nyiot a detailed billing of my data usage and was sent a billing statement that showed I used data to the value of the amount debited from my account within 7 days. Guess what I was out of town in that period and it would be virtually impossible for my wife to use so much data by herself in that short period of time. Furthermore I was informed that my March bill has also accumulated to about R3 700.00 some rand and cents and that will be debited on the next debit order date. I requested a detailed billing for that data usage and guess what? This amount has so called accumulated over a 7 day period as well. I guess 7 is not my lucky number after all. However I need to commend and say Well done Nyito for your assistance, keep up the good work. Nyito logged my complaint and soon after on the 05/04/2016 I received a call from Daiyaan Adams who informed me about the product and services offered by Vodacom, all information was good however not very useful to really solve my problem. Furthermore he sent me an e-mail which was a confirmation / letter of goodwill which stipulated an amount that will be credited to my account of R6 000.00 some rand and cents and 5 Gig free data. Guess what after accumulating a bill of about R7 000.00 in a space of 14 days thanks but no thanks for the data #where is my credit. I gave Vodacom some time to do the credit or refund because at this stage I was not really clear on what is happening next I decided to call again to find out what is happening to my account. I called on 11/04/2016 and spoke to Portia who said that Vodacom is off-line and she will call me back at around 12:30 on the same day. I am still waiting for that call back. The next day I called and spoke to Nonthemba and guess what Vodacom is still off-line and she will call me back, still awaiting that call back. I asked to speak to a team Leader and was informed by Nonthemba that she does not know the schedule of the Team Leaders and that there is none available that can take the call to assist. I called back spoke to Shumary, Busisiwe and Nomsa a Training assistant and still no Team Leader to assist me. With all this said I think Vodacom should rename their department it is no longer Customer Care but Customers don't matter. Finally I got to speak to a Team leader by the name of Refilwe Mokokwe and this was on the 12/04/2016 she stated that Vodacom is still off-line and she will call me later that same day at 16:05 to be exact to inform me if the systems is functioning and try and assist. Well done Refilwe delivered on her promise by calling me back at 16:07 that 2 minutes does not really matter but I was called back as promised. To my surprise or let me say I was not surprised at all because the systems was still off-line. However Refilwe stated that her shift starts at 07:00 and she will call me the next morning and hopefully the systems will be in the state of by now the ever elusive on-line status. I received my call from Refilwe on 13/04/2016 at around 07:20 and thank goodness we found an on-line status for the system. Refilwe was able to assist me by submitting a request for a refund and according to the information provided the refund was to be done within 7 working days at maximum 14 working days. Throughout my ordeal I was facing I was informed that Vodacom does not provide reference numbers for their calls but you can use the name of the person and the date the call was logged as a reference number. Well, here we are the month of May and still no refund. If you think the above story I told was shocking, get yourself popcorn and some refreshment because I think what happens next is a total shocker. Lets call it Most disgusting service ever part 2. My 1st call of follow up started 02/05/2016 I spoke to a couple of agents and being transferred from pillar to post I was so reluctant to take the names because according to one of the agents Vodacom customer care is situated on about 4 to 5 floors they do not know each other or the Team Leaders or their schedule to transfer me to Refilwe as requested. Fair enough I requested to speak to a Team Leader and was transferred Gugu Nhlapo who said she will transfer me to contracts department as she is unable to assist. Being transferred back and forth to Customer care instead of contracts department and by this it was probably about 5 to 6 times of incorrect transferring I got to speak to someone called Lello who was or is or supposed to be a Team Leader, Lello was unable to assist me and when I asked to speak to her Manager she was not willing to assist me with such a request by blatantly refusing and when I asked for her surname she also refused stating she is not a liberty or does not have to provide me with her surname of which I again requested to speak to the Manager and this time she co-operated but guess what it was not a Manager but another Team Leader called Lorraine Ngwenya and this time provided with a reference number *** whoopee finally a real reference number for my call. Lorraine stated that she will transfer me to the relevant department to assist me of which I was given the round about again being transferred to Customer Care speaking to Noratie, Zolani and many more all except the Finance department. Eventually I got to speak to Jason a floor supervisor who was willing to assist reference number *** but could not because why? The systems is *OFF-LINE* I was promised a call back after 16:00 and still no call back. So here we are today at 10:36 after being on the call for now exactly 1 hour 25 minutes and 35 seconds. Speaking to Phindiwe Mntwini who is a team Leader in the Finance department or whatever department that is responsible for my refund. I am probably holding on the line for over an hour waiting to speak to a Manager or Senior Manager because guess what? #Off-line. Apparently Vodacom is upgrading their system and whilst this upgrade is happening their systems are off-line in the mornings and in the afternoons, in the morning the system runs from 06:00 to 09:00 then it is off-line only to be working in the late afternoon and evenings. This is what I am told by Lorraine and I am thinking to myself how great of Vodacom to be on-line outside of working hours and off-line during working hours, The Management their could not have made a better decision that this and yet you claim to be the leading network provider of S.A, I guess by making such decisions ended you highly rated title. I was just informed by Phiniwe that she is trying to call other departments to no avail because all other departments she has spoken to is off-line. Phindiwe I ask to speak to a Manager or Senior Manager for assistance and not you having to call other departments to find out their status because Vodacom is #*OFF-LINE* since 01/04/2016 when my query started. All I want is my refund and today still. So to whomever is going to get my query by this time your popcorn and refreshments should be done and now you will do everything in you power or rather in your OFF-LINE status to resolve my issue. Let me leave it at that for now and hope that someone will return to my call now because I think they have forgotten about me. Maybe we will have most disgusting service ever part 3, stay tuned in and will keep you updated if I do not get a resolution soon.