Nightmare with Vodacom Sales divsion

Date: 29 November 2019 I app**** for a double deal contract via telephone with Vodacom Pavilion in Durban on Friday. Upon completion I was advised that my application is now “referred” for an agent from Acquisition to review and provide a final outcome. The TAT given to me was 4 – 5 hours. Later that evening I called the store about 4 times only be told to by the consultant that my application is pending and she will check on my application tomorrow and contact me.

Date: 30 November 2019 No feedback received. I had to contact the store again to be told that my application is still pending due to a “backlog” and they will keep checking on my behalf.

Date: 01 December 2019 No feedback received. Yet again I contacted the store and was advised the same thing “my application is pending” At this point I was beginning to get frustrated but I decided to compose myself and give them more time.

Date: 02 December 2019 By midday on Monday no feedback was received. I was really becoming irate and decided to contact Vodacom myself –the most difficult experience ever – finally after being cut off about 2 times and transferred to 3 different departments I was told by the call centre agent that THERE IS NO APPLICATION ON THEIR SYSTEM FOR ME. I was so livid at this point. I emailed the store and when the consulted called me back, she advised that my application had apparently “disappeared” from the system. She then proceeded to do 2 new applications for me –one after the other- which also went into a pending status thereafter, disappearing into limbo as well.

Date: 03 December 2019 The store consulted contacted me and advised that she did a fourth application for me which is also pending. She will contact me once it is approved. I did not question anything at this point as I had no energy left for this madness.

Date: 04 December 2019 No call/SMS received from Vodacom head office or the store.

Date: 05 December 2019

I decided to give the Vodacom sales department a call one last time before posting on here. I spoke to an agent named Quail, she was empathetic and was getting a manager on the line until the call “magically disconnected”. I called again and spoke to a very unfriendly agent named Cindy. She cut me off multiple times, had a snarky attitude and continued to speak over me. She finally advised she cannot go into my pending application to check anything. She cannot refer me to her manager because her manager will not do anything to help. She refused to give me the number of the acquisition department.

I am so done with Vodacom. I cannot believe what a nightmare their application process was for me. I had to manage my own feedback. I have wasted so much of my own time and airtime calling their store and contact centre over and over again. The turn-around-time is 24-48 hours. I have been waiting for 6-7 days with no direct feedback. Each time a new application was done for me my bureau score was affected. I have gotten nothing out of this experience. If this is the level of customer service Vodacom provides then I cannot imagine what a 24-month relationship with them would be like. If you are thinking of applying for a cell/data contract please re-think Vodacom. If not at the onset, I am certain you will have some problem or the other with its unprofessional business processes.