Pathetic service

<p>This is my email I address again and again to Vodacom as I don't get this resolved nor feedback from Vodacom.</p> <p>I would like to bring under your attention and take this matter further ASAP.</p> <p>This upgrade I struggled EVEN more with much worse service from Vodacom as I did in 2014 where they placed me on an open package as well which I did not ask for, which is unacceptable as you just expect me to pay the High bills and not getting a service or answer in good manner.</p> <p>Pathetic client service provided. December 2016 I went into the vodacom outlet Tygervalley they didn't even know which phone (Vodacom Smart Platinum 7) I'm talking about and it was in the booklet as a current December deal told me not all outlets stock the same did not care to provide any ordering of the phone or find out for me which outlet has this device, nothing.</p> <p>Then i did the upgrade online service received my order reference email 2days later called help line nothing reflects their side.<br />Order Information: 19/12/2016</p> <p>Quote Reference Number: VODACOMONLIN- ********** ********** 66<br />Order Information: 15/12/2016</p> <p>Quote Reference Number: VODACOMONLIN- ********** ********** 28</p> <p>So i did it again online resulted in same. 3rd online try they said now only the upgrade plan option ordered reflects no device and my confirmation email included all i selected incl handset. Each time i call my duration of call 40min +++ (I had to call from my work line as I work and cant use my cell phone I paid in R152 on outgoing personal calls all Vodacom as We are liable to pay for personal calls at work) and still not getting any further.</p> <p>I spoken to a Sipho, Liesl, Tabo, Raphiloe, Macyla, Siphwe, Mahle, Nthatneg, Sendiso, Vugokazi, Theboko, Precious etc. some of the names I could not make out all up in till 23 Dec 2016</p> <p>Eventually Sipho of who no one knows now who he is finalised my order 20 Dec said i will recv phone on 23 Dec 2016. Which i did not and again 3x calls over 40min each Precious confirmed that my order was never dispatched as info given to me on the 20th she will do it now 23 December 2016 then i will receive my order by 28Dec only due to the holidays in between Which I understand but battling so long and then I have to wait and pay price for consultants not doing there work properly. Please go and listen to the voice recordings of bad service.</p> <p>Started the upgrade online order process and telephone calls on 15Dec received new phone only on the 28/12/2016....</p> <p>Then I had to make several calls for sim swab as my sim did not fit in the new phone....</p> <p>Incoming Calls remained as Unknown, several calls to vodacom again to try and active this as I have always had this on my contracts and is aware of the charge to it, after a LONG battle Tasrique was able to assist me with the info that he cant activate this due to a future date on caller id from 01/02/2017 cause it shows they have put me on a open package from month January 2017 WHICH I did not apply for and rectified that on my correct DATA 2GB and 50min calls top-up deal only from 01 Feb 2017 caller Id will active by it self.</p> <p>You keep me liable for the HIGH Bill but was vodacom consultants fault in activation. And for this too I had to go through the whole month January without incoming caller identities and still sit with the unknown calls and its 2 Feb not fixed as I have been told it would be. This was only fixed and working afternoon of 7 Feb 2017 (Since 28 Dec 2016 – 7 Feb 2017 without caller Id)</p> <p>Further more as you will see attach are all my January accounts for upgrades done at Vodacom Dec 2012 and Dec 2014 and Dec 2016 you will see I was never charged for 2 handsets after an upgrade done, on upgrade date 15 Dec every time but now this time around Vodacom charges me for 2 handset instalments and when I query they simply state its because I upgrade before my 24 Month contract was expired, this was never the rule, Vodacom gives you the date as able to upgrade at 22months as I have done all the years over and over. I’m going to place my story on Hello Peter too as I had enough about this struggle and liable with the payments on Bill for incorrectly setups .</p> <p>This is light fully told as to my frustrations I felt to scream out the top of my voice as I'm not heard and cared about from Vodacom services each attempted call straight through December 2016 and then again January 2017 with caller Id issues etc. no luck on resolvement and still continuing with open package issues too.</p> <p>I was booked off sick for stress too about this.</p> <p>The 07/02/2017 again I spent 51min 31sec on call to Vodacom to get my Caller Id working and the consultant Neo told me that my previous call of Friday 03/02/2017 duration of 13 minutes in which I also tried to activated called id aswell does not reflect any notes regarding this call on her side and its not been activated. <br />When this call finished with transferred agent Tatscheli for the first time since my issues started with Vodacom December 2016 received a confirmation sms with caller Id activation and the ref no. 1- ********** 450642</p> <p>13/02/2017 i called again with not receiving any answer on open package issue spoke to Thris and after 12min she only were able to open my ref no and qeury, to tell me she needs to transfer me to resolutions department. Spoke to Sindeswhe who had to check with the retentions dept and after a call duration of 24min 31sec ended with no answer still on issues.</p> <p>16/02/2017 Called again spoke to Monk 15min later someone else picks up didn’t get info that my call is being transferred still no answer on situation.</p> <p>17/02/2017 I received and sms from Vodacom stating my query with ref number 1- ********** 450642 has been closed. (I still did not get any answer or resolution on this)</p> <p>18/02/2017 called again Spoke to Joyce could not give me any answer transfer call to Sipho Noyile solutions Midrand call ref ********** 0, He said the relevant dept was closed he would call back on Monday 20/02/2017 which he did and sms me just to confirm that he still trying to get an answer but still did not get any answer as yet.</p> <p>21/02/2017 I tried to follow up from my side again spoke to Sandely who transferred my call to her teamleader Sunelle who said she will give me call back within 4 – 12 hours in which she did not.</p> <p>23/02/2017 I called again spoke to Carmen after 13min 46sec she said to transfer me to resolutions dept. they did not answer call I insisted to speak to someone higher up the put me to Khanyisile Zulu the team leader customer care JHB, call duration again ended in 34min 4sec with she will call back with person handling this query and awaiting on call records from the back office....</p> <p>26/02/2017 a Sunday afternoon at 3pm a consultant called me just asking if someone has called me on behalf of my problem, we I said NO she said OK well then someone would call me during the co**** of Monday 27/02/2017 ..... which did not happen ....</p> <p>I notice on Monday night 27/02/2017 since 21h00 that my phone says “sign into network, no network coverage” how do you explain this if they placed me on an open package (which I did not ask for on 20/12/2016 from Sipho) When I tried to buy data to put on last night it that this number is a invalid number....</p> <p>So now I don't have data so not receiving any msg....</p> <p> </p> <p><br />28/02/2017 @ 07h25 duration of 15min 17sec spoke to Ngkeso from resolutions dept said she cant give any answer but will call back at 8am when relevant dept. is open</p> <p>28/02/2017 @ 08h12 Ngkeso called back she transferred my call to Upgrade dept to Ntwaleno no. from ********** 8 call duration 28min 3sec ended in telling me about the procedures to follow in which I fully understand but these so called procedures is not going in any direction nor answers. Each time they tell me the procedure and will escalate the matter and they need to search to see who is handling this cause they cant see on the system logs.<br />She also told me that I did not receive any handset with contract only a data deal.... seriously wonder what daily I'm using to call from.</p> <p> </p> <p><br />After noon of 28/02/2017 went into canal walk walk in customer care delt with zuko after i stood and waited for assistance 40minutes just to hear that he does not know why I dont have data nor open package fix i need to wait till next day the 1st will get data again and if i see by the 4th of march that they did not change my package to an topup the i need to come into the outlet again.</p> <p> </p> <p><br />08/03/2017 tried to call again spoke to Dumi, fransele still no answers they need to find out who is handeling my qeury logged</p> <p> </p> <p><br />When i rate their service 0 or that qeury was not resolved then a customercare consultant call me back but just for me to explain from day one all añd that someone in the resolution dept needs to address and call me back, but no one could give me answers still,..</p> <p> </p> <p><br />I Insist that you fix and refund me on above deductions from my account already asap please as we going into the 3 month already and each day you take longer to resolve this my bill is just getting larger and larger...</p> <p>Its not as if I’m not trying to get this situation fixed from my side, I am constantly using my time to call Vodacom having no luck but just further more frustrations with Vodacom on this....</p>