Service failure in magnitude

<p>I'm writing this review in behalf my mom. A week ago she tried to order a phone online as she qualifies for an upgrade. A service agent contacted her and asked how she can assist. When my mom told her what she wanted to do the lady told her that she doesn't qualify as she hasn't been paying her account regularly over the last 3 years. Say what?!! When she told her that she has never missed a payment she was told by the service agent that maybe it's one of her "other" accounts - clothing or credit card. My mom has never missed any payments on ANY of her accounts. She immediately sent Vodacom an email and got the usual automated email that states: a Customer Care agent will contact you within 24 hours. And then another email stating: Feedback will be provided once the investigation is resolved. (Ref no: S3-G1L3K-KQT0M) Well, needless to say, it's now been a week and nobody has even bothered to contact her. </p> <p>Very interesting though is about a month ago she also tried to order a phone online and was phoned by a service agent who wanted to assist. Now he never mentioned any issues with her account. He just said that they don't have the particular phone in stock that she wanted. So why is there suddenly a problem now? This is really bad service from Vodacom. Not just the accusation of unpaid accounts but even worse that nobody seems to want to resolve this. Maybe MTN is better after all?</p>