Quic

<p>I’ve been a prepaid customer for many years and in 2014 I took out a flexi contract.</p> <p>The contract terms were some airtime as well a promotional 1GB of data for 24 months, which was the duration of the contract.</p> <p>A little over a month before the 24 months came to end, I phoned Vodacom to let them know that I do not want to upgrade or continue with the contract. That I want my number to continue as prepaid again. The gentleman that I spoke to said that he has it down and assured me that on the 26th of November 2016, my number will be a prepaid number all over again.</p> <p>In the last month of the contract I received my airtime, but my 1GB did not come through. I then phoned to find out why this happened… I was not afforded an explanation. The lady who logged my query told me that they will resolve it in 24 hours. 24 hours passed and I still did not have my 1GB of data. I then called to follow up and I was told that 24 hours was misleading because they take at least 7 days to resolve queries only to find that the query hadn’t even been assigned to anyone in the solutions team yet.</p> <p>When Thabo phoned me, he told me that I didn’t upgrade my contract and that’s why my 1GB was not sent to me. After explaining to this Thabo person that the contract that I signed was for 1GB x24 months and a fixed amount of airtime ALSO for 24 months, he insisted that I was supposed to upgrade my contract. I then told him he needs to go back and read our agreement and come back to me with a proper explanation because he clearly didn’t understand the standard contract terms. This Thabo then proceeded to close my query even though it was not resolved so I had to call AGAIN to find out why they closed my query which has not been resolved. The lady that I spoke to told me that she can’t see why the call was closed because there were no notes from the last person that had spoken to me aka Thabo. She then had to create another query for me so that the solutions people could tell me why they closed the query without resolving anything and why I still didn’t have my 1GB of data.</p> <p>Since my query was opened (about 4 cases were logged, just by the way) I am told to wait 7 – 14 working days.</p> <p>I had a number of problems with the way this is being handled:</p> <p>1. Nobody can explain to me why my 1GB of data didn’t not load</p> <p>a. Nobody bothered to investigate.</p> <p>2. Every time I speak to someone from Vodacom, I have to repeat myself and explain the basics of how a contract works</p> <p>3. While I wait for Vodacom to resolve my issue, I do not have any data bundles. Thabo “kindly suggested” that I convert my airtime to data even though I told him that I use the airtime to call my parents so I cannot afford to be converting any airtime of mine</p> <p>4. Nobody apologized for the inconvenience caused to me. I spent hours (collectively) on the phone with different people and repeating myself. This was very frustrating.</p> <p> </p> <p>I understand that service providers mess up all the time, but this should not be the norm or even acceptable. A good service provider investigates properly before calling their clients back and telling them to upgrade their contracts. A good service provider would have apologized and given me something even if it was R50 airtime to convert to data while they sort out their mess instead of disgustingly suggesting that people convert their airtime to data while they’re the ones who have messed up.</p> <p> </p> <p>I am extremely disappointed especially by the Thabo gentleman.</p> <p> </p> <p>If this is how long term clients are treated then it makes no sense to be a Vodacom customer because they obviously have no value for them.</p>