Service delivery

Dear Vodacom,

My contract was due for an upgrade in August. I spoke to one of your agents that assisted me. She then called me back to let me know that she will only place the order in September to prevent me having to pay a double monthly amount. At the time I thought that was very thoughtful.

During the second week in September I called to follow up on the order. Now I was told that I have a prepaid phone and that I do not qualify for an upgrade. I quoted my invoice / account number and had to hold for 8 minutes before the due told me I am on the old system, he will transfer me to somebody that can assist me with the old system. Again I was holding on to be told my contract and phone is not on the system but I should hold. Your agent dropped the call after 12 minutes.

I called back the next day and a very friendly lady assisted. She found my account and apologised that the order was never placed. She promised to action everything immediately. Now I thought we were getting somewhere.

On Monday I followed up on my order just to be told that the order was never placed on the system and that I cannot get the phone that I order as the offer was no longer available. I then asked to speak to a manager. Again holding for 6 minutes the agent came back and told me the manager will call me back in 10 minutes. 40 minutes later I called again to follow up. After being placed on hold for more than 10 minutes, I dropped the call.

Tuesday morning suddenly I receive notifications that my new phone is on it’s way. No explanation, no call, I am not even sure what type of phone I will be receiving or how much it is going to cost me. (to date I have not received any feedback / call from an agent or a manager)

Yesterday I received a message to check on the courier. When I call them this morning, the courier told me that they tried to deliver my phone but I was unavailable. Apparently I live in Lotus. Really?

So not only do I not exist on your system, I apparently live at an address where I have never been.

I again called Vodacom to update my address. The lady said that the back office will give the correct address to Ram and the phone will be delivered. Today I call RAM. . . Vodacom never called them, the phone was returned to Vodacom.

I have no words. . . . .