Pathetic Service

<p>Below is the compliant i sent through to Vodacom on the 17 October and to date I am still waiting on Senior Consultant to call be back.</p> <p> </p> <p>It is now 18 days since the last communication as apparently someone is still going to call me about my complaint logged on 17 October.</p> <p>The only saving grace about this whole experience was a lady called Sasa from the Solutions department who as per my email below said she will call be back the next day (18 October 2016) after 17h00 and at exactly at 17h13 she called and provided me with feedback and then credited me with R149 airtime for the 1gig that was lost – her customer service was excellent.</p> <p>I was still waiting on a Senior Consultant to call me back as per my compliant below but clearly my complaint doesn’t warrant a call or a second glance.</p> <p>This whole experience has left me very disappointed with Vodacom</p> <p> </p> <p>Sent: Monday 17 October 2016 5:31:31 PM</p> <p>Subject: Extremely disappointing service!!! Over and over!!!</p> <p> </p> <p>Hi </p> <p> </p> <p>I have always been a loyal Vodacom customer, that when other service providers call with their sales pitch even before they can start I always I am happy with Vodacom and not interested.</p> <p> </p> <p>My problems started after I returned from a 4 week trip out of the country when I reinserted my SA sim I had about R400+ airtime available, the one morning I switched on cellular data while driving to work and by the time I reached the office 30mins later all my airtime was gone. I did not use my phone while I driving. I called in logged a query and then said I would receive feedback I asked the agent please to send me an email and not SMS as my phone would be off for the next couple of days, No feedback received and a couple of days later I notice there is now R200 worth of airtime on my phone. When I called to ask what was the airtime for I was told I was sent an SMS when I informed your agent I told the previous agent to send me an email this agent advised me that emails can't be sent from "this system". If only the 1st agent knew this as well.</p> <p> </p> <p>A week later I loaded on 1Gig of data which usually lasts me 1month. I was on wifi for the next couple of days and therefore only I used it about 10mins that on the 26th sept and then switched off my data, as I left for work the next morning (27 sept) I switched it on again got to work used Watsap and then got a SMS to say my data was low and so basically within 50mins from me leaving home getting to office etc. everything was gone and the only thing I used it for was Watsap. </p> <p> </p> <p>Once again I called the call centre, they logged a query for me and I received a ref number via SMS and was told I would receive feedback within 48 hours. The next day I got a SMS stating that my query has been closed I called the call centre and ask what is going on, to be told that there was a duplicate reference number and that is why they closed that ref number but I will still have feedback within 48 hours on the same ref number. When I called back a couple of days later because to no surprise I had nothing from Vodacom the agent I spoke to could not find my ref number of any previous call logs, she even got her manager involved and together they could find nothing. I spent about 50mins on the phone that day. She then opened up another query for me about the data and I was told I will receive a SMS with the ref, 2 hours later when there was no ref number I again called the centre again.... this agent magical could pick up my ref number and even transferred my to the Solutions department. The lady I spoke to here told me it could take up to 14 days (by now I am not surprised that the previous agent did not know this) I even explained how the previous agent could not find my details and I was told my your agent that a lot of the staff do not know how to use the new system!!!! </p> <p> </p> <p>Last week (10 Oct) once AGAIN I received the now standard SMS that my query has been closed. I called the call centre today and the 1st call was dropped my your agent as I was on hands free so it wasn't from my side, the 2nd lady was friendly and then put me through to the solutions department - where once again I explained the situation again and to my absolute shock was told that the query was logged to the wrong department or something and that is why there is nothing on the system. She is going to call the necessary dept and call me back after 17:00 tomorrow - her name is Sasa and I am hoping she can help.</p> <p> </p> <p>The reason I am giving you the whole long story above is just to show you the absolutely pathetic service I have been dealing with since 27th September when I logged this query with Vodacom. </p> <p> </p> <p>My contract is coming to an end in November and for the 1st time I am seriously considering moving networks because of this. </p> <p> </p> <p>From: ********** /> Date: 21 October 2016 at 9:12:57 AM SAST<br /> To: <br /> Subject: Re: Vodacom Customer Care Reply - Authentication Response ***~R9BM</p> <p> </p> <p> </p> <p>Thank you for your email.</p> <p> </p> <p>As per our telephone conversation at 2016/10/21 09:03:46 AM ,the senior consultant are going to call you.<br /> <br /> Regards,<br /> Mthetheleli Ciyane<br /> <br /> Customer Care<br /> eService Team</p> <p><br /> On 2016/10/21 07:37 AM, x x, wrote:</p> <p>Dear Marelise,</p> <p> </p> <p>Please note that to date no one has called me as per your email below that a senior consultant would call me.</p> <p> </p> <p>Regards,</p> <p> </p> <p> </p> <p> </p> <p>From: ********** /> Date: 18 October 2016 at 12:39:05 PM SAST<br /><br /> Subject: Re: Vodacom Customer Care Reply - Authentication Response ***~R9BM</p> <p> </p> <p> </p> <p>We acknowledge the receipt of your email.</p> <p> </p> <p>I would like to take this opportunity to express our sincerest apologies for any inconvenience that you may have experienced.</p> <p>This is certainly not in line with Vodacom’s aim in achieving service excellence.</p> <p> </p> <p>Vodacom values you and always aim to provide you with the best quality network, products and services</p> <p><br /> I have requested that a senior consultant from our back office contact you back urgently.</p> <p><br /> Regards,<br /> Marelise Carelse<br /> <br /> Customer Care<br /> eService Team</p> <p><br /> </p> <p>From: ********** /> Date: 17 October 2016 at 5:33:41 PM SAST<br /> To: <br /> Subject: Vodacom Customer Care Reply - Authentication Response</p> <p> </p> <p><br /> <br />Thank you for your email. Your reference number is: <br /> <br /> <br />Please note: <br /> This is a system-generated email that requires your response in order to be processed. After that, a Customer Care agent will contact you within 24 hours.<br /> <br /> Protecting your Vodacom account from ***** is important to us, so before we can help you with your query, we need to verify that you are the owner of this account.<br /> <br /> <br /> <br /> <br /> </p>