Phila Jaftha to the rescue!

I would like to formally raise a complaint regarding my fibre service being disconnected for almost three days, as well as the poor service I experienced, while also commending an agent who provided outstanding assistance. On 7 January 2026, my query was escalated by a consultant with the surname Naidoo. I was under the impression that all matters had been resolved. However, the consultant who took over my case incorrectly cancelled my fibre account, even though the cancellation date was clearly set for 31 January 2026. Day 1: I phoned Vodacom and was advised that my fibre would be switched back on. Day 2: I phoned again and was told the system shows my account as active and that the service would come back on. Day 3: With no resolution, I went to a Vodacom store, where I was informed that they do not deal with fibre issues and that I must phone the call centre. When I explained how frustrating it is to deal with call centre agents, the consultant laughed, making my frustration feel like a joke, and told me that phoning was my only option. This experience was extremely disappointing. Vodacom should seriously reconsider its processes, as it is far more effective to receive assistance in-store than to deal with call centre agents where, unfortunately, the majority are unable to assist properly. I then phoned again and spoke to a consultant who promised to work on my issue for an hour and call me back. She never did. On my second call, I was finally assisted by Phila Jafta, who was an absolute gem. She represents the 10% of call centre agents who genuinely care and do their job properly. Her customer service was excellent, she provided clear and relevant feedback, and it was evident that she was actively investigating my account. She called me back within 10 minutes as promised, and my fibre was restored as promised. I would like to sincerely thank Phila Jafta for her professionalism, efficiency, and outstanding service. She turned an extremely frustrating experience into a positive one and deserves recognition. I trust that this matter will be investigated, especially the incorrect cancellation of my account and the unacceptable service I received, both telephonically and in-store.