POOR SERVICE

I firstly want to express the dissatisfaction of the service I have been provided by your consultants today.

I firstly called in the morning with no resolution to my query and was kept on the line holding for 20min.

I called back after my trip to Vodacom when I was advised the device that is showing on the system is different to the one I was trying to claim for. ( I do not understand how this is my problem )

I was turned back by the consultant there as she advised she cannot assist me , confirmed I will need to contact the call center for assistance.

I Then contacted the call center , an agent by the name of Lerato Montsho took my call , after me explaining my dilemma she kept speaking over me , disregarding and not listening to what I was trying to reiterate to her. She went on requesting a document I was never sent by Vodacom after I had upgraded my plan.

I then spoke to Lumka Nyontsi who was a pleasure to speak to , she tried to assist me and provide answers to my questions.

I am a single parent and its unfortunate that someone broke into my place and took most of our staff including the device in questions for claiming. I was never aware that the device needs to have the sim card in order for us to claim. I do not remember anyone telling me that if I do not use the sim card I will not be able to claim. Hence I did not hesitate to add insurance on the device.

I never understood the reason for decline because , according to my knowledge I was paying for the device and not the sim card.

I need someone to contact me and assist me as I won't be able to continue paying for the contract with no device in my possession. It's honestly unfair as I paid my insurance including the premiums with no hesitation.

Now this happens and Vodacom says fly a kit?

You guys must be joking.

At this point nobody has given me a solution to my problem.

Am I not able to take another device (Downgrade) under the same plan and continue paying every month?

Am I not able to upgrade using the plan and continue paying ?

Am I legible for a refund on the money I have paid thus far on insurance, what am I getting back for what I have been paying for. What was I insuring if I cannot be assisted?

The only option I was provided with is the fact that I can cancel my insurance and not the contract I said fine but that is not a solution for me , this is not being assisted.

Is this how you retain your clients.?????????????

This is the same email sent to Vodacom with my complaint 48hours later no response no complaint number but they call me a valued customer.