No Accountability

<p>On the 18th of April 2017, I did an online upgrade on my wife’s mobile number which was due for an upgrade as my number only qualified for an upgrade in November 2018.</p> <p>Communication that was sent to me did not confirm the number the upgrade was done on but I couldn’t have selected my number for the upgrade because it didn’t qualify. At the time of the upgrade my wife received an sms on her phone congratulating her with the upgrade.</p> <p>Then, on the 1st of May I noticed that all my incoming calls showed as Private Numbers. I reported this on the 2nd to customer care who advised me that my Caller Line Identity was disabled. They could however not tell me who disabled it in the first place but now I know it is because of this mess.</p> <p>On Wednesday the 3rd I was told that my airtime is finished and that I need to recharge. This was strange to me as I am on a Red Advantage package. Later that evening I queried the matter with customer care and they advised that I should speak to Upgrades department the next day as they are already closed.</p> <p>On Thursday morning at 08:00 I phoned again and left a query on the system for the upgrade to be reversed on my number and to be repeated on my wife’s number.</p> <p>On Monday the 8th I followed up and nothing was done.</p> <p>I then spent another 90 minutes on the phone speaking to the Upgrades, Online, Customer Care and Business departments with no success.</p> <p>Later I was referred to Vodacom Online Admin Department. This was on the 08-05-2017. I was given a reference number 8429. I was told on e-mail that the phone I received with the upgrade will be collected by a courier and after that the upgrade would be reversed. I iterated that I needed urgent assistance as I am now sitting with a Top Up contract and had two upcoming trips that would require roaming.</p> <p>On the 10-05-2017 I sent an e-mail to Kendell informing him that the courier has not contacted me as yet. He very arrogantly informed me that this is a 7 to 14-day service.</p> <p>On the same day, I rep**** that I wasn’t satisfied and that I would like to speak to his superior about the matter. He ignored my request and did not reply.</p> <p>On Monday, the 22-05-2017 I sent Kendell another e-mail notifying him that the courier has not contacted me yet and that the 14-day period has no reached its end. I also reminded him that he ignored my previous e-mail. He again ignored my mail and did not reply.</p> <p>Another e-mail on the 23-05-2017 has also gone unanswered.</p> <p>No one is prepared to resolve the matter, they keep on sending me between departments, cutting me off and not answering my e-mail requests.</p> <p>In the meantime, I don’t have airtime or data on my phone and I need to run a business. I had to travel to Harare and Lusaka with roaming problems.</p> <p>This is such bad service by a company that is supposed to be an example.</p> <p>Be assured, many of my 7 contracts have already lapsed, I will go elsewhere where I will not be taken for granted or abused in this manner.</p>