Poor Serivice from Vodacom

<p>On the 10th of August I upgraded on my contract from an Iphone 5S to an Iphone SE via Vodacom Call centre. I also requested to change my plan from a Smart M to a U Choose Talk 350.</p> <p>The 11th of August I received my new phone, but I noted that my plan was not changed to a U choose Talk 350. I thought that it would be done end of August. So I waited, but at the end of August I was still on the Smart M package, Vodacom was not collecting the new handset fee from my account and I was still getting reminders from Vodacom that I am due for an upgrade.</p> <p> </p> <p>I phoned Vodacom on 1st of September to report this and again many times after that, begging them to please change my plan to the U choose Talk 350 and to please debit me for the new handset fee.</p> <p>Nothing was done, every time I had to phone back and explain the same story to a different person. No one in the call centre seems to be able to pick up any information from the previous calls I made.</p> <p> </p> <p>I phoned again on the 30th of October, when I was advised that the migration has been done and that I will be on the new plan, U Choose Talk 350, from the 1st of November. But that I would not have any airtime on the 31st of October as this is when the migration would happen. Not evening taking into consideration how much they are inconveniencing me, when I asked why I am not going to have airtime on the 31st, since I have paid for the full month – I was just told that is unfortunately how it works.</p> <p> </p> <p>Nothing happened on the 31st, I could phone as normal as I was still on the Smart M package.</p> <p> </p> <p>Then on Wednesday the 2nd of November I received a sms from Vodacom confirming “ Your Network synchronization has been activated”. Only to then find out that I have zero value airtime. My airtime allocation was not done. So I phoned the call centre again on Wednesday evening and was advised that my allocation will be loaded in the next couple of hours and that I should have it on Thursday morning.</p> <p> </p> <p>Thursday morning I checked and I had no airtime. I phoned Vodacom and spoke to A*, who again was not able to pick up any details from any previous calls I made and requested that I explain the whole situation to him, after explaining everything to him again, he then confirmed that actually it was all there noted on the system, and advised me that the person I spoke to on Wednesday evening should have escalated the query and it does not look like it was done. He placed me on hold and our call then got cut off. I phoned back again and the call centre conlsultant kindly told me “you know, you can buy airtime and then dispute it with Vodacom” when I asked her what I am supposed to do if I am in an emergency situation today where I need to make a call. I then asked to speak to a manager and was conveniently cut off again. When I phoned back again I spoke to C*, I asked her to put me through to A* as I did not want to explain the whole story again. She advised that there is no A* working in that call centre. I then requested again to speak to a manager or team leader and she transferred me to the Solutions Centre, where I briefly spoke to D* until we got cut off again. I phoned back again, and then spoke to E* who did not seem to know that Vodacom has a solutions centre and she insisted that I explain the situation to her before she can transfer me to anyone. Finally she managed to transfer me to the solutions centre, where I got through to F*. By then I was very frustrated and I think with good reason and F* simply told me, that I must please phone back when I have calmed down, because it is too early in the morning for her to deal with me. The time was 7h20am. I then asked to speak to her manager, and needless to even say she put me on hold for a very long time and eventually cut me off again. I phoned back for the last time, and consultant advised me that she would escalate the query as there is nothing she can do.</p> <p>Thursday afternoon I still had no airtime, so I phoned Vodacom again. The person I spoke to then, told me that the query is not escalated because I did not receive a reference number, he then escalated the query again, send me the reference number and advised it will be sorted in 48 hours.</p> <p> </p> <p>Saturday morning I still had no airtime so I went to the Vodacom shop in Three rivers. Where they also just phoned the number I phoned and spoke to a call centre consultant who advised that they are very sorry but there is nothing they can do to assist me as back office does not work on weekends and that I should have been advised that it is 48 working hours and I must phone Vodacom on Monday morning.</p> <p> </p> <p> </p> <p>At this stage,</p> <p> </p> <p>· I cannot make calls or send any messages - I have zero airtime on my Uchoose Talk 350 package</p> <p>· My caller identification also seems to have been cancelled, all my incomming calls shows as UNKNOWN.</p> <p>· I am not getting any statements in whatever form from Vodacom. </p> <p>· I cannot log into the Vodacom app, it keeps telling me that Vodacom is experiencing technical difficulties and will resolve it asap, but it has now been more than a month that I cannot sign in on the app.</p> <p> </p> <p> </p>