Service Gets Worse

<p>This is what I had to write to your customer service. </p> <p> </p> <p>Hello,</p> <p><br />I am fuming as I write this email to you because the assistance I have received from Vodacom is just intolerable.</p> <p><br />Just over a month ago my phone was ******, I called in and closed my line. A few weeks later I called in to claim on my insurance as I could pay my access fee. I was told that the woman who was assisting me when I did the last claim did not file my paper work for the insurance and therefore the insurance was cancelled. For the past few months I have been paying on my phone not knowing that I have no insurance because Vodacom's *********** staff member did not do their job. I spoke to this lady, who placed me on mute for more than 10 minutes and did not com back on the line. I called again, unfortunately for her, she picked up again and I could confront her about the service she has given me. She then told me that my insurance was cancelled, she doesn't know who did it or why but I needed to pay. As per email below:</p> <p>"Good day Andiswa</p> <p> </p> <p>Please be advised that in order to continue with the claim the amount of R614.00 must be paid into Vodacom account.</p> <p> </p> <p>In order to make payment on line</p> <p> </p> <p>You need to log into your internet banking and go to bank approved beneficiaries, then Vodacom (pty) Limited, then you put your account number , this is your vodacom account number on vodacom invoice.</p> <p> </p> <p>You will then get sms confirmation for your payment.</p> <p> </p> <p>Please send us proof of payment when you done."</p> <p><br />I don't understand why I have to pay this R614 for the insurance and still pay access when it was not my doing that your *********** staff member cancelled my insurance. Why am I being penalized for something your staff member did? I REALLY DON"T UNDERSTAND THIS and its making me angry just thinking about it.</p> <p>But there's more:</p> <p><br />I decided to cancel the month to month subscription I was on and was put through a gentleman who was able to convince me to stay with Vodacom and do an upgrade on the current contract I have. I'm sorry but if I'm doing an upgrade, doesn't that mean that I still have my "original" phone and my new phone from this upgrade? This is not a trick question.</p> <p><br />I spoke to this gentleman on a Saturday, we then agreed that I wanted a Huawei P9 Mystic Silver (NOT THE P9 LITE) and it would be delivered to my home. I was worried that I wouldn't be home but was advised that my mom could sign for it but she needs my ID, her ID and a written note from me stating that its ok to leave the phone with her. That I would pay about R500+ and I would receive a call from the contract. I waited that entire week, nothing came. Waited a few days into the second week, again nothing.</p> <p><br />I called in again on a Thursday to find out what was happening. I spoke to a gentleman who had system issues after I told him what was happening and asked to call me back in 5 minutes. LOL I waited +- 15minutes nothing. I called gain and got through to someone who was able to give me some light into this situation.. He advised me that the agent who was able to convince me to stay with Vodacom did not put through my upgrade. So all the information he was giving me was pure BULL. The phone was out of stock and the was no way that an upgrade was down as it wasn't on the system. He told me that the phone would be available the next Tuesday and he could put a request onto the system that the warehouse release the phone as soon as it is available. I agreed and everything as to my knowledge was done. I would receive the phone between Wednesday and Friday with a sim card. I shouldn't get 1 as it will come with the phone and my airtime nd everything else that I have been paying for will be put over onto this new sim when I do a sim swap. I request that the phone is delivered to my work place as my mother is already annoyed with this entire situation, she wasted her time for a whole week, waiting on an phone that was not even coming.</p> <p><br />Fast Forward Tuesday comes but I decide to call on Wednesday to find out if everything is still in order. I call and am told that they can see the order but the lady does not want to put in another order as she can see it and request that I call in again the next day when they are able to confirm with the gentleman that was assisting me that he put in the request with the warehouse. Understandably, I agreed. Through out this ordeal I have been very understanding.</p> <p>Come to today, I call in and I am advised that my phone is on the way and I should receive it on Monday ( wait a minute, I was told between Wednesday and Friday). Ok I can wait as I have been waiting 3 weeks already whats a few more days. I thought it would be that simple. For Christ sakes, the lady confirms that I will be getting an Huawei P9 LITE white. I am getting the phone that I requested NOT to get. I don't want this phone, this is not what I requested and what I was told I would be getting. I'm advised to refuse the phone when it comes through on Monday and wait an additional 3 days and call again to request the P9 Mystic silver.</p> <p><br />WHAT THE HELL IS GOING ON THERE???</p> <p><br />It seems like I will spend without a phone, no one is able to get into contact with me because I was told its not necessary to get a new sim as I will be getting one with the new phone. I've been paying for services that I'm not even using. What do I have to do to get what I requested and the service that is promise by this company. It hasn't been one person, but all the people I have dealt with.</p> <p><br />I have to pay on the insurance that was cancelled by an *********** staff member, I have been wating close so a month for a new phone. Now that I'm finally getting the phone. ITS THE WRONG ONE.</p>