Pathetic service

I would give you zero stars if I was able to. After having my numerous complaints escalated to which I have received no resolution, I’ve undertaken to write to Vodacom’s ‘Complaints’ department by email. There is seemingly no contact telephone number. It would appear my query doesn’t matter as I have not received a reply, or acknowledgement. So I copy my complaint below:

My complaint with the following service request numbers refers:

SR *** SR *** SR ***

I have regrettably, cancelled my contract with my previous internet provider to ‘consolidate’ the providers I do business with. As a loyal Vodacom customer since 1998, I decided to use Vodacom’s Fibre solution for home/ personal use.

I was informed when I signed the contract that the process would be ‘seamless’ as it was just supposed to be an ISP switch. I had Afrihost/ Octotel’s ONT, I had fibre in my area, so everything was set to be a smooth transition. Or so it seemed. I plugged in my Vodacom issued router 2 weeks ago and queried how long the process would take. Again I was assured it wouldn’t take too long.

I queried this with too many consultants in your call center to count. This can hopefully be evidenced against the call logs with yourselves. I escalated this matter thrice to which I was assured your ‘second line’ would attend to it. Two service requests were erroneously closed even after the matter wasn’t resolved. None of your front-line staff could provide me with any answers of substance, and used the “it has been escalated to 2nd line’ get out of jail free card. No-one takes accountability, or responsibility to give my issue any serious attention. Promises were made to call me back and to keep me in the loop, which were broken time and time again. Your word means nothing to me. Can you not just do what you say you are going to do? Is that so hard? I don’t care if you don’t have an answer for me, just let me know that you are taking me seriously and as a customer of over 20 years I matter. I have received SMS notification with ‘personal’ email addresses to make things easier and quicker. What is the point if you ignore my email or don’t actually do what you promise?

I am still nowhere near any form of resolution, I’ve wasted countless hours of my time on the phone trying to sort this out, with absolutely NO PROGRESS. I was told today that my query was not even escalated to second line yet. YOUR SERVICE IS THE WORST I HAVE EVER ENCOUNTERED. In an industry where there is little to no difference in quality of the products/ service you offer, the only thing that differentiates you from the competition is your client service. How you treat your customers. And my goodness, have you been found wanting.

There are a few things I need clarity on:

1. Can I cancel this contract with you/ and how do I go about doing this – I am paying for a service I do not have access to. That is going against my consumer rights. I will rather reinstate my contract with my previous provider to be very honest 2. I would like to log a formal complaint with the Ombudsman for internet (telecommunications) providers – are you registered with the Independent Communication Authority of South Africa (ICASA) and with the Internet Service Provider’s Association (ISPA)? 3. What process do I follow to lodge a formal complaint with them?

Respond to my complaint as a matter of urgency.