******* SERVICE FROM VODACOM CALL CENTER!!!!

I'm absolutely appalled by the service I've received from the "Customer Care" department at Vodacom. I called in at around 1pm and spoke to a very helpful and friendly person whose name is Wandile. Wandile had told me that the contract I app**** for was declined due to me only being able to obtain a credit of R179 for a monthly contract. I kindly enquired what Huawei phones are available to me, and was told that the Huawei Y5 lite for R129 and I get R125 airtime was available for me in my basket. I then told Wandile that I would call back to confirm as I wanted to take time to decide if I wanted to take the contract or not.

Later, in the day, I had called back at around 15:30 and spoke to an extremely rude consultant whose name is Lisa Jimmel who was not only unhelpful as per my inquiry, but also extremely arrogant towards me. She said to me that I have an outstanding account and I don't qualify for a contract etc... I then tried explaining to her as per my earlier conversation I had with Wandile. She had then put me on hold and said she would speak to him regarding what he advised me. Lisa came back on the phone and says his on a call and that she would escalate the matter for the call to be listened to and provide feedback. I had then told her that I would hold on for Wandile (me thinking that maybe he could help as he was the one who had told me about the available contract as Lisa had seemed *********** and would allow me to speak).

Lisa then told me that I can't hold on because there are calls queuing. This annoyed me as I am a customer and she had not assisted in anyway but now she is tells me that she wants to assist other callers without providing a resolution to my issue. Surely this is not how customer service wor**** I had then requested to speak to a team leader after she refused for me to hold on the line for Wandile and she then blatantly refused to transfer my call to a “Team Leader” stating that he does not take calls? What kind of customer service is this, when a team leader refuses to take calls? No wonder the customer service level is so pathetic!! I then asked her what was her name and was told that she won't provide her details to me. She then proceeded to speak over me without listening to me and hear what I was trying to tell her and kept saying that I was declined the application in a very rude tone of voice and then proceeded to cut the call on me.

By this time, I was extremely annoyed and quite frankly fuming just as any other individual would be after receiving pitiful service like this from such a huge and we'll known company. I had then called back and to my luck Lisa had answered the call again. After being rude to me, this time around Lisa decides to be really aggressive and arrogant towards me. Lisa proceeded to then scream at me and put the phone down again stating that the call is in nature of abuse and that I had been using bad language toward her when I had not even raised my voice toward her.

I then called back again for the third time. A lady by the name of Rosline had answered. I proceed to tell her the entire issue I'm having and I requested for her to give me the name of the lady I spoke to prior to her. She had given me the lady's name saying it is Lisa Jimmel. She then told me that Lisa had processed an application for a Samsung A10 and it was declined and that I now had to wait for 90 days till I can apply for a new application if needed. I had not request this application to be processed nor was I informed about Lisa doing an application without my consent. I had then requested that I be put through to speak to Wandile or someone who was senior to her. Roseline then tells me that she doesn't know Lisa or Wandile, and had me on hold for more than 10-15mins.

At this point, I was under the impression that I would be speaking to a Team Leader.

To my luck, Lisa is then on the line for the fourth time and I had told her I tell that I was not interested in speaking to her and that I want to speak to a team leader or to Wandile. Lisa had then went on and on and to be honest I don't even remember the nonsense she was telling me because I was so furious. Lisa then has the nerve to tell me she doesn't know what my problem is because I have been declined and that I have an outstanding account. She then said that I used profanity on the call that's why she cut the call. I told her not to lie has I never swore at her. She then tells me that she is a human being and I must treat her like a human being. Not once did I swear at her or call her name's. I only raised my voice after I had been cut off twice and was told nonsense that I was the one who was rude when it was the other way around.

If this the level of customer service that Vodacom offers their customers, then I suggest Vodacom need to catch a serious wake up. This is honestly disgusting for so such a major company to treat potential customers in this manner because this is what would drive a potential customer to Vodacom's competition. I have never in my life experienced such horrible service through any of the call centres that I have ever called. I myself, worked in a call centre and I know very well how the customers are to be treated.

Vodacom should make sure these rules are implemented to their staff as being tested like this is a serious matter and should be dealt with by management. I was also a team in the call centre and the complaints department and not once have I treated my customers in the manner I was treated yesterday. It is quite evident that the level of quality is poor in the customer care department at Vodacom and needs drastic development!!! Customers cannot be treated the way Lisa had treated me today. This is absolutely disgrace on Vodacom to have staff members treating customer in such a horrible manner.