Pathetic...***********...unprofessional...@##$***ible customer service by outsourced agents

<p>Vodacom - your customers are your most valuable asset - why do you let *********** staff from outsourced call centres close to us?</p> <p> </p> <p>Where do I start?</p> <p> </p> <p>I contacted VC in Dec 2016 and requested that they convert my contract number to prepaid. This contract had ended 10 months prior and was on a month to month.</p> <p> </p> <p>A month later, I get a notification that my number does not exist on the Vodacom network when people tried to call me. This happened on 14 Jan 2017. </p> <p> </p> <p>I contacted the Vodacom Call Centre and was directed to Cancellations as the normal agent could not find the phone number in question.</p> <p> </p> <p>Cancellations could not assist as they could not see my number due to it being in Pre-Legal. I then spent 5 days and 20 calls later trying to get my number released from Pre-Legal (they have no idea why it was sitting there in the first place).</p> <p>Now that I had it released, I had to contact Cancellations to take it further.</p> <p>When you call 1958, you need to enter the phone number in question. When I entered my number, it told me that it did not exist and I must phone back when I get the correct number. ***Obviously this number does not exist - you just deleted it***</p> <p>Is this not infuriating?</p> <p>I then had to enter a friends number to get through to Cancellations. I ended up speaking to about 15 different agents in the Cancellations dept to get my number active again. Each one had their own idea of what to do and what the SLA for resolution was, and true to form, no-one was right. Some agents even tried to reactivate the Telkom number I dialled in from.</p> <p>Even speaking to supervisors was of no use as no one ever called me back or followed up. I was at wits end as a bungle made by Vodacom staff had lost me contracts as clients could not get hold of me and went to the competition.</p> <p> </p> <p>The last straw was the message " You have reached your call limit in contacting the Vodacom call center. Please call back after the 2nd of the new month".</p> <p>I mean, if I have an issue, why stop me from contacting the call center to get it resolved?</p> <p>I resorted to borrowing phones to dial in and having to enter other peoples numbers just to get through to an agent.</p> <p> </p> <p>Finally - on 28 January 2017, my line was active again. The happiness was short lived.</p> <p>When I called 1958 again on the 29th Jan to find out if the number was on prepaid, I was horrified to find out that I was upgraded to a Flexi55 and the agent said that I can only log the cancellation in 2 years time.</p> <p> </p> <p>This was the last straw.</p> <p> </p> <p>Despite you having the best reception in the country, I will rather deal with dropped calls than having to go through this incompetence again.</p>