Pathetic Service As Usual

Since January 2023, I have been trying to sort out two of my contracts to no avail. Both of the contracts are that of RED Flexi 130 and a Promotional My Gig 1 - 24 months *** and ***. I have been noticing, even though I have Vodacom Fibre installed in my home, that the two aforesaid contracts have air time or data disappearing. On Sunday 30 Aril 2023 I decided to note down the airtime and date of both the numbers (as for number ending with 1188 - I have not been receiving the Promotional My Gig for two months prior to this check-in). Number ending with 1188 had R196 air time available and as usual 0 data. Number ending with 5115 had R347.25 air time available and 986.27 data. I yet again checked balances the following day and number ending with 1188 had R272.96 air time and zero data as usual, thus I only received R76.96 airtime on this contract. As for number ending with 5115, there was a balance of R370.37 airtime and at least this contract did reflect the Promotional My Gig, thus on this contract I only received R23.12 airtime. I am sick and tired of negotiating contracts I have agreed on. I have had issues with both these two contracts since the renewal of the contracts. It seems the renewal process is only but a mere sales gimmick with zero results. As a customer, I have the right to receive what ever I have agreed upon. Based on this, can I request that the two contracts are cancelled with immediate effect and refunded all the monies in data and airtime which I have not received.

Further, on the 24th of April 2023 I proceeded to the Vodacom Branch in Cresta Mall and *** oh ***, what an experience. 1. They let a customer have a seat, right at the entrance of the door - wearing a red t-shirt. So what do walk in customers do, they automatically presume it is a Vodacom agent. 2. When I proceeded to the help desk - I could not receive sms's, I greeted the staff and not one of them greeted me back and the technician who assisted me only nodded his head - oh really now, YOU CANT EVEN GREET A CUSTOMER IN A PROFESSIONAL MANNER? Even Thobi has more of a personality than all of the agents in that branch combined. I actually addressed the matter of not been greeted properly and *** oh ***, if looks could kill. There was an agent behind me assisting a client, who turned around giving me the "death stare", unfortunately for him I outsmarted him and greeted him in friendly manner - loved the way he responded - got you dude! Then at the same time, one of my numbers was blocked and I needed a PUK number, so the technician who was supposed to assist in regard to the sms matter, first referred me to another agent to sort out the PUK. Now, this is where it even got more interesting, the female agent used her earing as a sim card ejector pin to access my sim cards - I am sitting in a Vodacom branch and an agent does not even have a sim card ejector on hand, come on guys? She takes out the sim cards, struggle for a good few minutes and cannot figure out which number requires the PUK code. Now, as you are aware, each sim card has a number displayed on it. She could have merely located the numbers using the numbers on the sim cards, OR inserted the sim cards again, try to phone both numbers and established which card was blocked, instead she assumes it is one of my contract numbers, lock the number and I am charged R70 for a new sim card. Ok, now back to Mr Technician again, by that time there was another client he was assisting and man oh man, never try to insult a customers EQ or IQ, he was clearly patronizing me by assisting the other client in sloowwww motion best he could. Seeing that I really needed to sort out my SMSs, I just had to wait patiently, sit there and observe the unprofessional conduct of the staff: Chasing one another around in the store like children, having unprofessional personal conversations with another, the office door where devises are kept, wide open with a great number of people entering and exiting this room constantly - absolutely posing a safety risk for both employees and customers. In the meantime a lovely lady (customer) came in with a rooter query. My demeanor was clearly reflecting red and this lady just patiently sat there waiting for assistance. It was not long before she could understand why I was not all so la-die-da, because then she also started waiting and waiting and waiting for assistance - I think her main issue was sitting there waiting and no one providing professional or sufficient feedback on her query. The technician then told her to proceed to another counter. As this lady was passing me she said "good luck", and I must admit she made my day. The technician simply could not find the error and then had to call another technician to assist him. Now just to prove how laid back this branch is, when the technician called the 2nd technician, the 2nd technician was still making jokes about not wanting to assist, the first technician got rather frustrated with him and told him that I am waiting (payback Mr Arrogant Technician Number 1). So the 2nd one came over and after a very long time FINALLY I COULD RECEIVE A FOREIGN SERVICE CALLED "SMSs".

The next morning I noticed that the incorrect number was blocked (R70) and then I decided to try the call center). I unfortunately cannot recall who I spoke to, but this lady immediately could tell me which number actually required the PUK number and at least that matter was sorted out 24 hours later.

I cannot understand why basic services of Vodacom is forever declining. Not sure if Vodacom simply dont value their customers anymore, but with my dealings within a matter of two weeks, this is clearly the case.

Ah and come t think of it, I renewed two other contracts as well and was told I would receive a rooter for each contract, well, I received one only, and a month has passed since I renewed the contracts - waking around the same mountain over and over again.

You kind and immediate action is appreciated.