RE: Vodacom Customer Care Reply; *** FW: Vodacom Customer Care Reply; ***

From: Schultz, Abegail A Sent: Sunday, 22 October 2023 13:15 To: *** Subject: *** Mrs AJ Schultz

Good day Vodacom

I am writing to you with great disappointment with the service I have received.

My router just stopped working the evening of the 20th of October 2023 same day of my debit order. I though that it was the power cable but was informed that it was the router itself.

I called in to find out if there is a temporary solution as my contact is expiring on the 31 December2023 and I don’t want to renew my contract as I will be going the fibre root.

Phoned the call centre and was transferred to your Contracts department where spoke with Byron extremely rude, impatience and arrogant spoke to me as I was illiterate informed me that I will not be able to do a sim swap as this is not possible, I dropped the phone in his ears due to him being very rude and arrogant and he made me feel very belittled. Someone from the call centre called me back immediately after dropping the call with RUDE Byron and I explained how rude Byron was and the gentleman apologised and transferred me to Contracts department again where I spoke with Shaun very helpful but provided incorrect information and said I can go to a Vodacom store and do a swim swap so I can use the sim in a cellphone. I then drove to the Trade Route Mall the agent was about to assist and discovered that some request was pending, and I had to call Vodacom I asked him are you not Vodacom he explained that they are not allowed to call the call centre. I called and the block was subsequently removed. I was informed that the swim should work after 6p on the 21st of October 2023.

I asked the agent if the fee can be waved as I have been a customer with Vodocom for over 10 years and this could be considered a gesture of Goodwill. He called his manager and asked if she can be authorised for the fee to be waved and she refused to as they also buying the sim cards from Vodacom, so now I am asking myself is this not Vodacom that I’m sitting in currently was I sitting in another cellphone company. And why would he have used the words please authorise for the fee to be waved for the sim. I paid the R63 sim swap fee.

Now today I call in and I’m being told that the swim swap was done in vain after I called in so now I waisted patrol money and paid for a sim that can’t be used. The person I spoke to today said she is not able to just reverse the sim fee as the call must be listened to first. I don’t think this is fair towards me a long-standing customer that was never in arrears or a retuned debit order, but no compassion shown, this is very frustrating I must pay plus minus R614 for 3 months with no service received I really don’t this this is fair. Cost of living is already challenging.

You may contact me on ***.

Waiting your response.

Kind regards

Abegail -------------------------------------------------------------------------------------- I have sent 3 emails no response they are useless and I have been a loyal customer for over 10 years and this is the service I get!!!!!