Pathetic service, Failed promisses, False information!!!

I have been struggling with Vodacom since the 31st of October. I called Vodacom to let them know that my Debit order had bounced as I received a text from my bank stating so. I asked the agent if I could make a payment at the Vodacom shop so that I don't get a bad credit score. The agent told me that my account had been paid already, I then told her that it hasn't been paid and that the debit order bounced. she then went on to tell me that on her system it shows that the account has a R0.00 balance. I then told her information that she was supposed to tell me, I said to her that she wont be able to see if my debit order has bounced or not as it usually takes 2 - 3 working days before it reflects on her side. She then tried to make me pay the amount that I normally pay and she sounded as if she was guessing the amount, I explained to her that the amount was incorrect as I have more than just that 1 account. she then asked me to hold and transferred me through to the accounts department where a gentlemen there breached DPA and didn't ask me any security questions but still had the nerve to tell me that my account was paid, also not mentioning anything about 2-3 working days. I then told him that if I received any notification from Vodacom telling me that I owe them money that they will be liable to pay it, which he acknowledged and agreed with by saying ok.

Then a few days later I received a few notifications and automated voice calls from Vodacom telling me that I owe them money and gave me the outstanding amount.

On the 3rd of November I called Vodacom again and asked to talk to a manager , after having to explain the entire story to the agent I was finally passed over to a manager. I then had to explain the situation to the manager all over again and he said that he would listen to the call and give me a call back. Later that day he called me back to tell me that he hadn't finished listening to the call but of what he could hear from the call was that the agent was in the right and that I am liable to pay the bill.

now I work in a call centre so I am all about covering your staff so that they don't get into trouble but where is the ownership that if you are in the wrong then take responsibility!!! you are dealing with other peoples money... not yours!!!

I then told him that I wanted to talk to someone higher then him and he told me that he will get the escalations team to call me back after they have listened to the calls finished. I asked him for and ETA on the call back and he advised latest by Monday the 6th November.

Today the 13th of November... I still hadn't heard from Vodacom but I have been harassed for payment the entire time. I decided to call Vodacom. the first person I spoke to today told me that there was nothing done by the previous manager that I spoke to as there were no notes about a ticket being raised. I then got passed around, I have had to call Vodacom a total of 6 times just today.

I then decided that I will be taking this further with the Ombudsman. so I called Vodacom again to get all the reference numbers, but the person that I spoke to said that they don't have access to the reference numbers only the quality assurers did... now on the previous call I had already spoken to that department but this fool didn't want to pass me over to them saying that he cant as there is no direct number. I then asked to talk to the manager and he told me that his manager was in a meeting.... I asked for any manager he said that they were all in a meeting, I asked to talk to anyone higher, he put me on hold for a long time and came back to me only to tell me the same thing.....

now... if all your managers are in meetings then how are customers getting the best possible service from their provider??? when an agent cant handle the question then what???? its PATHETIC. I work in a call centre I know that it is an excuse that all agents use so don't LIE to me!!!!!

So I asked him to pass me to anyone because I feel that even a cleaner working in that building would have more common sense.... he put me back into the cue and I got through to Amber!!! now Amber... wow that was an amazing experience. DPA perfect, tone on the call perfect, helpfulness perfect. Amber was able to give me all the reference numbers that I was looking for within 5 minutes after asking her supervisor if she was able to give me that information.

Now Vodacom please tell me why I struggle with one person that tells me that they don't have reference numbers but the very next person I talk to is able to give me all of them from 31 October until today????? where is the consistency????

I am disgusted by the service that I have received from Vodacom as they are now trying to force me to pay the full amounts including a penalty for the bounced debit order even though I called them to try and make a payment the morning after the debit order bounced. I get told the account is paid but still I need to pay.

I suggest someone calls me very soon from Vodacom cause after I have written my letter to the Ombudsman I will cancel all my accounts with Vodacom and I will ensure that this story goes all over media.

Im waiting Vodacom...