PATHETIC SERVICE RECEIVED

I have taken out a contract with vodacom in the last week of October 2022. The device is the latest iphone (iphone 14) and it comes with R100 airtime and 1 gig data. I also took an additional data contract.

I have been experiencing a lot of challenges and the call center agents are not helpful at all.

On 14 December I decided to send vodacom a detailed email, listing all the challenges I am encountering. My email has not been attended to, I sent reminders/ follow ups and no one has contacted me.

Below is a copy of the email I sent to Vodacom: ACCOUNR NR : I***-1

Good morning

Please note that I have a couple of queries, and for the first time in more than 20 years of being a Vodacom customer has it been so hard to get the assistance that I require.

Whenever I call, I keep on being transferred from one line to another, call centre agents are all telling me that a different department needs to assist me with my query.

It’s draining, its costing me money and recently I can’t even communicate effectively because my handset keeps cutting calls, I do not know why.

1. I have taken out comprehensive insurance for my device. I was expecting the first premium to go off in November, but it did not. Now I do not know whether I am covered or not. As stated above – I am not so lucky when it comes to being assisted efficiently when calling in.

2. I am using an iphone 14. When I am on a call, in less than 2 minutes the conversation goes on mute (both parties cannot hear each other) but the call is still on going. This is so inconveniencing, embarrassing and frustrating. I now literally depend on WhatsApp calls to make conversations.

3. I have two contracts with Vodacom. *** – The sim card of this number does not seem to be activated, I have tried everything that I was told to do but it is still not activated. The last time I called in, I was holding for so long, the agent advised me she’s transferring me to the right department, and the second agent told me that she can't assist, she will also be transferring me. This was more than 30 minutes of my time wasted. There is R100 airtime loaded to this sim card every month as well as data, so we are in the 3rd month, and I can’t use these.

4. The statement of account was recently emailed to me, and I do not understand the amount of money that will be debited from my account. There is R201.69 and R1850.60 that I must pay. As far as I know this is what I should be paying for every month ( I will quote approximate figures)

Handset contract – R849

Data contract - R200

Caller identity line - R10

Comprehensive insurance R350

TOTAL - R1410

I still have a long way to go with Vodacom and I can’t afford to have ongoing queries of this nature and this is not something that can be ignored.

I am begging that someone please respond to these queries, I cannot afford to have them ongoing, it’s such an inconvenience.