Poor Customer Service - Wrong Contract, *********** Staff Member/Consultant

<p>I upgraded my contract on the 27th April 2017, and then app**** for a dealer cancellation on the 4th May 2017, a week later. To date, I am yet to receive feedback I was promised I will receive, after 7 days of lodging the dealer cancellation. Which would have been on the 11th May 2017 (check attached dealer cancellation request).</p> <p> </p> <p>When upgrading, I was assisted by a Tsakani Shilenge (at your Vodaworld Call Centre - who also completed the dealer cancellation request). This Tsakani person, is yet to give me feedback, and upon trying to make contact with her once a week since then, with no response from her, I am yet to receive feedback. On four occasions when I went to Vodaworld, I was told she was off work and promised that she will be given my request to call me back and give me feedback, and that hasn’t happened. On five occasions when she was at work, I was told she will be given my message (for a call back and feedback to me), with no action from her side. Upon making calls to the number above (on numerous occasions) I was told she will call me back because I would have called when she was attending to a client. Surely common sense would tell the ineffective, inefficient, unprofessional staff members handling all my calls, that I am also a Vodacom client and have been for the past 18 years.</p> <p> </p> <p>When upgrading my contract, the Tsakani person didn’t even attend to my request as per our discussion. At first, I asked her to check all contracts on the system (Vodacom) so that I can confirm if all is well. & for some reason, she didn’t even understand the request, after I had explained it to her on three occasions. I then informed her that I am there to upgrade my contract and WANT the same conditions as per the contract that was to expire. She confirmed that the contract she had opted for on the system, was the same as the one I previously had (in terms of monthly payments) and conditions. I can confirm that the contracts are not the same. I am now sitting with a contract with 400 sms, in this day & era. This Tsakani Shilenge person couldn’t even respond to me after I had asked if she thought I would be sending the sms’ to her. Two months later, she still hasn’t given me feedback on my dealer cancellation. What kind of staff members are you people employing, to make sure that you employ competent staff? Do you actually screen your candidates before employing them? I mean, this Tsakani person is very ***********.</p> <p> </p> <p>Last week, after contacting your call centre again, for the umpteenth time, I contacted your call center wanting to talk to her, and was told that there is no dealer cancellation recorded under my name, hence I haven’t been receiving feedback. It sounded ridiculous and unprofessional that this “absent minded” staff member didn’t even send my application to where it was supposed to be sent. This shows her low level of competence with respect to her job.</p> <p> </p> <p>You need to teach your staff members to do the right thing the first time, to avoid such complications. If not competent, don’t employ them or train them if you have the resources. I am not responsible for your Tsakani person and she MUST make sure that she listens to understand for her to be able solve the client’s issues rather than listen just so that she can respond. The chee****!</p> <p> </p> <p>Please note that I will not be paying Vodacom going forward until this matter is resolved, and expect feedback from you by Wednesday, 21st June 2017.</p> <p> </p>