Poor Customer Service

<p>I am so disgusted with the service I am receiving from Vodacom. I have just had my line cut after 1 phone call that I missed and 1 sms that was sent 5 min before my line was cut. When I called in in response to the sms and to make payment arrangements, I am told that my line will not be re-instated even though I have committed to an arrangement since I already have ‘several late payments on my account’. How can I have ‘several late payments’ on my account if I’m always making my payments before the end of every month when my payment is due???</p> <p> </p> <p>The consultant even tells me that my debit orders have been returning unpaid whilst I have already requested for my debit order to be cancelled in December already?? I must say I am very disappointed with the way Vodacom has been treating my account since last year September. I had requested that my account be debited on the 21st of every month and in the month of September 2015 the debit order was not presented on the 21st. I made a call on the 22nd to enquire about it and I was told by your call centre agents that the debit order was not loaded for that month and I can proceed to make a manual payment. I did make a manual payment of R 224.50 on 23/09/2016 towards my account and I received confirmation that payment was received. But then Vodacom proceeded to debit my account on the 25th September and debit order was returned unpaid, causing me to incur bank charges of R 75.00 with my bank and they also proceeded to charge me R 100.00 on my account for the unpaid debit order.</p> <p> </p> <p>When I contacted your client services to enquire about this, I was told that there was a ‘problem’ with the debit orders for that month and that is why they were submitted late. I then went on to request a refund for my bank charges and the reversal of your R 100.00 penalty fee since this was not my fault. I was blatantly told that my bank fees will NOT be refunded and I was requested to log a service call for the reversal of the penalty fee. I did receive a ref nr for the service request where I was taken from pillar to post and also requested me to email the POP for the payment I did, which I did. When I called back after hearing nothing from you I called your contact centre where I was advised that my request has been closed! Closed without being resolved!! I even encountered a very rude consultant who told me that penalty fees don’t get reversed!</p> <p> </p> <p>I was then asked to log another request and was advised that I will get ref nr via sms, which I never did. When I called to follow-up, I was told that the request was never logged! I was again requested to log another with the same story that I will get ref nr via sms, but NOTHING AGAIN! When I followed up again for the 3rd time and was told that service request was not logged, I just gave up. I have been paying my account religiously since last year September with no missed payments (except for the R 100.00 penalty fee, which is meant to be reversed) and now that I have 1 missed payment I get my line cut???!! You have been quick to cut my line but are not even interested in resolving my query??? Which, by the way, was through no fault of mine????</p> <p> </p> <p>I must say this level of service is really disappointing especially since I have been a loyal client for over 10years on prepaid and now for almost 3 years on contract.</p> <p> </p>