Query over a year old and Vodacom still not sure how to resolve it

<p>An email I sent in April 2016 and I have been following up continuesly and still no one at Vodacom can help me, I have their Attorney's Hammond Pole contacting me daily and Vodacom just pass the query each and everytime.</p> <p> </p> <p>Date: Thursday 14 April 2016 at 17:19<br />To: ********** />Cc: ", Sifiso Nkosi ********** />Subject: </p> <p> </p> <p>To Whom it may concern</p> <p>As per my discussions with Zaneo Malema in your legal department and Sifiso Nkosi from Hammond Pole, I would like to voice my concern around internal processes that were not followed with our account, please see below a detailed description of events:</p> <p>On the 14.07.2016 we contacted your Data Call Centre in Bellville and spoke to Taahir Van Schoor, he was not helpful at all and was extremely irate over the phone, we managed to get a reference number for the call Ref 387 561 334<br />We then decided to go to the Vodacom Store in Canal Walk to resolve the issue as we wanted to settle our account, I unfortunately cannot confirm the exact date, however when we gave the consultant the above reference number, she confirmed that she couldn’t pick anything up on the system and said that she would have to re-log the query with the reference number S3-8AC6W-WG43, she then said that we would receive a call from the Data Portal as our query was data related (I am sure you will pick this up on the system)</p> <p>We were then contacted by Jason Welff from the Data Portal and at first he was extremely helpful, however after we signed the Gesture of Goodwill, he then just fell off the radar and did not respond to any emails I sent him or return any calls. He said on one of the calls we had that once we signed the form, it would still have to be approved and that he would get someone to send us a statement to verify once it had been done. This was on the 17.08.2015. [See Attached Email 1] On the 25.08.2015 I sent him another email to inform him that no-one had contacted us from Vodacom as yet to confirm if the credit was passed and what the outstanding balance was. [See Attached Email 2] After trying to contact the Data Center a few more times and leaving him messages, I then sent him another email on the 31.08.2015 [See Attached Email 3] On the 08.09.2015 I received an email from my Business Partner who received an email from Casandra on behalf of Jason, I then rep**** to that email and then again received no feedback what so ever [See Attached Email 4] I then sent another follow up email on the 15.10.2015 with no response [See Attached Email 5] and again on the 27.10.2015 with no feedback [See Attached Email 6] The last email that I sent through was on the 29.10.2015 [See Attached Email 7] During this process we have received and made various calls to the Vodacom Call Center as well as the collections and legal departments, have had calls dropped on various times as no-one had the patients to listen to our query or side of our story, not once have we ran away from Vodacom not wanting to settle our account, this entire issue has now caused that we have had our number suspended, the sim deactivated and us losing out on an upgrade. Every time I have called in I have requested to please speak to a manager or supervisor, each time I was told that I need to explain what has happened and that they will escalate the matter and that a Manager would get back to me, to date I have not once been contacted by a Manager. As a Client with Vodacom for such a long time I have never experienced such poor service, we have had this contract for around 10 years and it feels as if no one wants to deal with this matter. We were grateful for the credit due to the system issue that we explained to Jason, however the follow ups and feedback was never received. On various occasions I said to him that we cannot settle the account unless we receive a statement of this account, and never received feedback.</p> <p>This matter has now been handed over to Hammond Pole who are not able to assist us as this matter needs to be dealt with internally. We are not happy with paying the R8926.25 as we have not been able to use our sim card for the 8 months due to Jason not giving us adequate feedback. So again I plead with you to assist us to resolve this matter urgently and too see it from our point of view as the consumer.</p> <p> </p>