Service is poor starting from their Chief Experience Officer

As a customer I believe that Vodacom does whatever they can not to take responsibility for dealing with issues.

See below 2 emails I've got asking direct questions to their Chief customer experiences officer and now waiting on his response (My response to his email in brackets):

Hi Rudzani

Please see my response to your email below:

Please respond back ASAP

On 26 Sep 2019, at 15:42, Lithole, Rudzani, Vodacom South Africa <***> wrote:

Dear Mr. Pienaar Thank you for sending your complaint and allowing us the opportunity to investigate and resolve. Kindly accept our sincere apology for the manner in which your complaint was handled. (I’ve received feedback from Petronella and Patricia. Thank you.What about other staff that did not follow through?) We can however confirm that the confusion was caused when the debit order was changed (You told me over the phone that this was caused because my debit order bounced on the 1st and then according to your T&C’s 2 debit orders will come off the next debit order. Now you say it’s because I’ve changed the debit order date? This does not add up. Think you clutching straws… The debit order was changed in August to the 15th of every month and this caused the amount of R5096.67 to be debited at once. (As per my email below to Patricia please supply me with the proof of where I requested this change. And If I’ve requested a debit order change then why did my debit order come of the 1st and not on the 15th as requested??? Why did another debit order come off on the 17th? Your team should have picked it up??? However the debit order data has now been changed back to the 01st of each month (Thank you) An amount of R100.88 Incl VAT was levied when the debit order returned and it is the only amount that is supposed to go off on the 01st . We will however credit the above amount as a gesture and retention measure (This is not good enough, Ive spend over 15hr sorting out this mess, made over 12 phone calls, spoke to more than 10 different people, had people made promises and not getting back to me more than once. I spend around R2300 every month for almost the last 12 years… I get that my debit order bounced which I’m at fault here(which is not a regular occurrence from my side) I do see a much bigger problem your side in have serious competency issues in your business. And if you do not address them these issues will become a reflection of yourself…. In an economy that is struggling and people looking at different was to spend their money you cannot be arrogant. Look at what happened to the biggest travelling agency in the world Tomas Cook… Look after you customer and not after yourself!!) Thank you for your patience Regards Rudzani Lithole