Pathetic call center service plus zero supervisor or management participation

<p>From: John Davis ********** <br /> Sent: Friday, December 02, 2016 11:13 PM<br /> To: ********** ********** /> Subject: Totally unsatisfactory service and poor interdepartmental links ********** <br /> Importance: High</p> <p> </p> <p>Attention Leah Motswaledi @ merchants.co.za</p> <p> </p> <p>Dear Leah,</p> <p> </p> <p>My phone # is ********** </p> <p> </p> <p>I upgraded in June of 2015 from a BB to a Sony Experia.</p> <p>Both were insured.</p> <p> </p> <p>Why does Vodacom’s system not automatically CANCELL the old insurance when recording the new device?</p> <p>I was double billed for insurance till I spotted it and the worst “service I have EVER had”, ensued.</p> <p> </p> <p> </p> <p>I was in a business where my bill was exceeding R2000 pm so it was not clear exactly how the total amount was made up.</p> <p>As my business changed I notice that the BB was STILL BEING charged at R59.00 per month.</p> <p>I spoke to the upgrade shop and was told I have to speak to the insurance company.</p> <p> </p> <p>Turns out it is an in house Vodacom insurance broker. The kindly provided me with the number.</p> <p> </p> <p>The Vodacom insurance broker DID stop the double billing BUT could NOT process a refund. WHY COULD THEY NOT DO IT</p> <p>THERE AND THEN</p> <p>They advised me that I had to return to the supplier to effect the REFUND. THEY DID in fact STOP any further deductions RIGHT</p> <p>THEN when I pointed out that I had been overcharged for 13 months, but the refund was via the shop.</p> <p> </p> <p>At the very least, the Voda Shop was remiss in not cancelling the obsolete insurance as a matter of course.</p> <p>At the Vodashop I was given the customer care number ********** and told I HAD TO deal with it myself.</p> <p> </p> <p>Why could the Insurance people not give me the Customer care advice and PUT ME THROUGH DIRECTLY?</p> <p>EVERY CUSTOMER CARE CALL GUARENTEES A 30 MINUTE WAIT on MUSIC! The “music” is awful!</p> <p> </p> <p>As far as I am concerned this is NO CUSTOMER CARE NOR SERVICE by Vodacom OR the shop.</p> <p> </p> <p>After getting through to Vodacom, with TWO transfers, each earning 30 minutes of music,</p> <p>and EACH ONE INSISTING on data verification DESPITE the fact that my call clearly was already an internal call</p> <p>which had already to be verified?</p> <p> </p> <p>I was awarded Ref: 1-3 ********** and told I would be refunded in 7 working days. Confirmed by sms.</p> <p>I asked that the credit be passed on my personal bank account and NOT against my cell phone acct. as accredit.</p> <p>I got nervous and phoned to ensure that the credit was processed to my personal bank account.</p> <p>This took two transfers before Customer care finally got me to the right agents.</p> <p> Again I received an sms advising me of that fact and repeating the time period. THIS ON 24th October.</p> <p>When I phoned after 24th I was told 14 working days. How is it that the call center staff are unaware of standard procedures?</p> <p>So when I phoned 14 days later Customer care again puts me through to special subscriptions WHO ARE THE WRONG PEOPLE!</p> <p>They put me through to accounts who know nothing and when I ask for a supervisor, the call drops after another 30 minutes.</p> <p> </p> <p>This happened a second time. Today for the 3rd time but now Customer Care had me listen in when she spoke to</p> <p>Admin/accounts/finance (I could not tell). She wanted me to interrogate my bank acct an make doubly sure that I had</p> <p>not had a credit of 767, after I told her I would have an sms advising of a credit. Admin looked up and confirmed that</p> <p>no payments had been passed and the matter closed off!!! He could do nothing without a reference number.</p> <p>She would not re-open the matter and processed a NEW ref: ***.</p> <p>I begged her NOT to do that as it would just inject a fresh delay into the whole matter and to CONFIRM my fear, she said it would take 7 to 14 working days to process the refund! This took 2½ hours on the phone</p> <p> </p> <p>I was MOST surprised when Khethu Cana called from VODACOM and actually listened to this whole sorry saga.</p> <p>Even he saw the wisdom of NOT opening a NEW ref but it would be better served to RE_OPNT the one closed in error!</p> <p> </p> <p>So now I am asking for favour to prioritise this refund to my bank account as a matter of extreme urgency.</p> <p>Khethu did a stirling job on the phone</p> <p> </p> <p> </p> <p>Warm regards</p> <p> </p> <p>John Davis</p> <p>Accredited Affiliate</p> <p># 160 503 003</p> <p> </p> <p> </p> <p> </p> ********** <p> ********** </p> <p> ********** </p>