Most Horrible Appalling Service Ever

Where do I start: First my personal experience and then my fiance's... Mine (Gina): I called the call centre today at 13h25...spoke to Nokutula. All I wanted to do was to cancel a monthly data bundle....she then asked to speak to the account holder....I said i am the account holder...she said according on the system the account holder is a male and from there on she refused to assist me any further....I told her I am female and have been the account holder for the past 15+ years....I also just upgraded my cell phone earlier in the months how is it that the details are incorrect. She refused to assist me and or even to check any information even if i provide her with the information....all I wanted her was to affirm my information..no help no solution either....asked to speak to her manager / or manager's manager but everyone is on leave or on a call.....all she did was give me details on how to cancel the bundle on the self-help service.....the rest she was seemingly not interested in!!!! She was even reluctant to provide me with the ***** units details.......seriously....you have someone else as the account holder on a line that I pay for and when I asked if I could read back the account holder's bank details (mine) for her to confirm...she refused.....how do I as a client have the assurance i am actually billed for my calls and not perhaps another person's...or even better....mine and someone else's????????? After 15+ years and spending average of R1300 a month with you I am seriously considering terminating my services with you......contact me....fix this.....your service is gusting....... Call Centre staff says it is against the rules to provide clients with managers surnames......what ******** is this???????????? Seriously.......this is disgusting. everyone should consider cancelling their lines with Vodacom.......they are not worth our support.......

My Fiance's story: (David ********** 040) David was due for an upgrade in December...on 19 December he received a call offering him a telephonic upgrade....he then accepted a package with 2 phones. At the end of the call he told me about the discussion and his choice. So I said no, why did you not choose the Samsung special with the travel voucher of R5000? He then said he was not aware of it and he was also not offered this by the consultant...the consultant only said it now offers 800min and 2MB data....David then called the next day (20/12) to cancel the order as he informed them he wants to make use of the Samsung / Vodacom R5000 special. The person he spoke to said it is fine, they will cancel it. The devices might however have been dispatched already and if the courier gets here he must just tell them he cancelled the order and they must take the phones back. They informed David it will be 5 days and the current order will be cancelled on the system.

On 30 /12 David and I went to Vodacom to do the Upgrade and access the voucher only to be informed that he can not renew his contract as he has an open order against this name......what nonsense is this.....now he also can not anymore access the Samsung Voucher as The Rewards Company is closed and there is no one to cancel the order.....the special expired on the 31/12.......now the client becomes a victim of Vodacom's internal processes and incompetence....today it is the 4th.....Tertius Fritzgerald the team leader in the Retention department has still not called David or I back despite a promise to call us on 3 January...if Manages don't call clients back then I feel sorry for your business....you are busy rotting from the top down..........

Today we called and speak to Portia, Cindy and eventually Tsidi...apparently they are in the Randburg branch.....after spending more than 45min on the line the matter is not resolved and we also cannot speak to a manager......apparently the Manager's name is Edward....but again...it is against policy to give a customer the manager's surname........fantastic hey? Vodacom pays their managers with my and other customer's money, but managers are protected against the same paying clients!!!!! Vodacom is also very comfortable to deny their clients accessing special offers (the same special offers that they offer to lure clients into new contracts) because of their *********** internal processes!!!!! Vodacom, we will escalate this matter to the Ombudsman if we do not get resolution from you!!!! Your service, arrogance and attitude towards client experience STINKS!!!!! This is definitely not an isolated incident....two people in one household!!!and when you call 111 the voice recording informs that you experience high call volumes!!!! This is certainly further testimony of the disgusting service you offer!!!