No controls at Vodacom call centre

Unprofessional and dishonest call centre 1. I spoke to two different agents. The first informed me that managers “only begin at 9am.” She then transferred me to a colleague, who stated that because it was already past 9am, managers “do not take phone calls.” Both advised me that the only escalation route was by emailing vodacomcomplaints.co.za — an email address which does not exist and is not an official Vodacom contact. 2. This conduct is in direct contradiction to Vodacom’s own Code of Conduct and Subscriber Service Charter, which provide for escalation to a team leader, supervisor, or manager if a matter is not resolved at agent level. 3. The call was handled in an unprofessional manner. My problem — that I cannot receive WhatsApp verification codes or OTPs (while all other phone functions work) — was not resolved. Both agents refused to log the issue with technical support, and the explanations they gave were inaccurate and misleading. 4. Agents: Sihle Ndlovu and Qubekani

I require immediate escalation of this complaint to a manager, and I request a reference number for the escalation. If the matter is not resolved within the prescribed 14 working days, I will escalate to ICASA in accordance with the Customer Complaints and Subscriber Service Regulations. call 08:27