Promised a package that has not been provided, for over 16 days.

In summary Vodacom cancellation Department offered me a package that was going to beat the one offered by their counterparts (MTN) at a total of R837 per month which included a SIM Only contract at R699 (This entailed unlimited calls, 150 SMS, 15 GB (Day) and 15 GB (Night)),and the 50GB data special at R138. I accepted the proposal and awaited the new contract. This could not be processed on the day because my existing contract was on the old profile which needed the expertise of a senior person who will align it with the new profile and then contact me to complete the new contract. No one ever called but I have been contacting Vodacom for 3 weeks until I am told that I cannot get what was promised to me. I expect Vodacom to shoulder the blame and provide me with what was promised.

Below is the sequential timeline of events for reference: 30/11/2021 at 13:30 I called to cancel my contract and migrate to another service provider but Phumla pleaded that I can get something that will match or be better than the deal I had received, hence the one mentioned in the summary above. She indicated that someone was going to call me and assist with the new contract but no one called.

01/12/2021 at 12:45 I called again and spoke to Michelle who said there was no reflection of a new SIM contract and insisted that it will be opened and I will receive an SMS to that effect and she was also going to call me the following day but I received no such call.

07/12/2021 at 13:32 I sent an email to Vodacom Customare Care inquiring about my new contract and stating all that has happened thus far. When I wrote out the whole new contract i made a mistake with the night data which I wrote as 75 GB instead of 15 GB but anyway there was no response except the automated massage at 13:36 inquiring about my personal information which was responded to by 14:56 same day.

10/12/2021 at 09:40 I received the following email from Wayne Gombard which promised that someone was going to call me but no one did.

"Good day Nokuthula Gumede We acknowledge the receipt of your email.

Thank you for taking my call on cell phone number ***, authentication was successful

Please find your Vodacom Reference number S5-JZY2J-J97B5. I have requested that you be contacted in regard to your upgrade. As when calling you cannot be assisted due to agents not having the skill to assist on the old system.

In regard to migrating your account to the new system is a lengthy process. Your Vodacom Account needs to be cancelled first. Once this is done a new application will need to be done on the new system. Which means vetting will need to be done all from over.

Once again I do apologise for the inconvenience and hoping you will be contacted soonest.

My Vodacom App Vodacom Portal (www.vodacom.co.za ) WhatsApp TOBI ***) USSD *135# You might get an SMS from Vodacom asking you to rate this experience. We would appreciate it if you could provide your feedback

Regards

Customer Care eService Team Wayne Gombard"

11/12/2021 at 16:08 I responded to the email and there was an automated reply at 16:12 requesting for the personal information which I submitted at 16:22 on the same day.

13/12/2021 at 17:40 I called Vodacom and I was assisted by Siphelele who listened to my story again and I think he acknowledged that there was something she saw written by Michelle and was going to call me the following day but she never did.

15/12/2021 at 11:50 I called Vodacom again and I was attended by Wandile who insisted on hearing my story again. I was sick and tired of being Vodacom's story-teller. He kept on consulting Nomthandazo Gumede, who was said to be the Escalation Manager and was busy with another customer. I requested that she , the escalation manager talks directly to me but all that failed. Wandile indicated that the package in question was no longer available and Nomthandazo suggests that I am given another package and that was something not close to what I wanted. Wandile also told me that he will process the cancellation whilst they look for something that they can offer and then come back to me again. Since they are not trusted I refused that and insisted to be attended to by Nomthandazo. Instead Fatima Campbell, who is an Escalation manager too, took over and wanted to convince me that the package was for the Black Friday and was no longer available. She was making it my business that people were to be called to the disciplinary hearing and the only thing I got from her was SORRY. I don't need this sorry but I need the package promised for the whole two weeks and today I am entering the third week with Vodacom inconveniencing me and not delivering to their promise. I don't know why Fatima had to fool me putting together a package that exceeded R1000 yet referring to it as a special one that she could put together for me. She , herself promised to call me at 14h30, today, 15/12/2021 but she never did. I had also requested for her supervisor but she said he was on leave and there was no one standing in for him, i.e., Curtis James, the Operational Manager.