MOST UNPROFESSIONAL SERVICE

Customer Relations Department Vodacom Head Office Vodacom Corporate Park Vodacom Boulevard Midrand 1685 UNPROFESSIONAL SERVICE FROM VODACOM CENTRION MALL Formal Complaint Regarding Extremely Unprofessional Service at Vodacom Centurion Mall on 22nd March 2024

Dear Customer Relations Team, I am writing to bring to your immediate attention the highly unprofessional and concerning experience my husband and I encountered at Vodacom Centurion Mall on 22nd March 2024. The service we received from an assistant named Patrick was not only unacceptable but also deeply troubling, prompting me to escalate this matter to the highest level within Vodacom. Our visit to the store was for the purpose of seeking assistance with upgrading our cellular phone. From the outset, Patrick's demeanor was overbearing and inappropriate, marked by excessive joking and unprofessional comments. This behavior was not only distracting but also indicative of a lack of respect for customers' time and needs. Despite this initial discomfort, we proceeded with selecting a phone and inquiring about our approval status. Patrick confirmed that we were approved based on our long-standing relationship with Vodacom and asked us to pay R150 for the upgrade. We specifically asked about the time required for data transfer as we had urgent medical appointments at Waterfall Hospital for my husband's blood tests. Patrick assured us that the transfer would be quick and even offered to expedite the process by taking us to the Vodacom technical division.

However, after making the payment and waiting for the paperwork, we were instructed to go and have coffee at Mugg and Bean while Patrick prepared the documents for us to sign. Despite her assurances of a swift process, an hour passed with no sign of Patrick or the necessary paperwork. When we returned to the store, we were shocked to find Patrick casually eating an apple and displaying a dismissive attitude towards our urgent need to complete the transaction and leave for the hospital. To our astonishment, Patrick then informed us that we needed to pay an additional R9000 for the new phone, a stark contrast to her earlier assurances and a blatant breach of trust. When questioned about why she did not communicate this issue earlier by calling us instead of leaving us at Mugg and Bean, she offered no satisfactory explanation. We asked for our refund of R150 which we expected to be done electronically as we had paid by card. Immediately R150 was given back to us in cash from money Patrick was carrying with her. This entire ordeal reeks of unprofessionalism, dishonesty, and a complete disregard for customer well-being. As a long-time customer of Vodacom, I am deeply disappointed and disturbed by the conduct displayed by Patrick and the lack of accountability within your Centurion Mall branch. I am formally requesting a thorough investigation into this matter and expect appropriate action to be taken. This should include but is not limited to:

1. Providing a detailed explanation for the sudden change in fees and lack of communication. 2. Reviewing the training and conduct of staff members, particularly Patrick, to ensure adherence to professional standards and customer-centric values. 3. Offering a formal apology for the inconvenience, stress, and mistrust caused by this incident. 4. Refunding of the R150.00 in cash by Patrick and addressing any discrepancies in payment methods. I reserve all my rights in this matter and expect a prompt response within 14 days regarding the actions Vodacom will take to rectify this situation and prevent similar occurrences in the future. Thank you for your immediate attention to this urgent matter. I trust that you will handle this issue with the seriousness it deserves and restore my faith in Vodacom's commitment to excellence in customer service.