Shocking Service

<p>On Tuesday, 28 June 2016 my phone was ****** from my posession. I immediately called Vodacom to block my SIM card. On Saturday, 2 July, 2016 I went into Vodacom Fourways Mall to do a SIM swap, and to see whether it would be possible for me to do a premature upgrade. This said, my upgrade is due in October 2016. The Consultant at Vodacom advised me that I would need to call their Accounts department, as they are unable to do any such requests on their system, and I would only be approved for a premature upgrade if my monthly account spend is more than R3 500.</p> <p>Just to give some background here, my family and I have been loyal Vodacom customers for well over 20 years. In this time we have spent thousands of Rands with them, and have never missed a payment or had a black mark against our names.</p> <p>I called their Accounts department who proceeded to advise that I would need to contact their upgrades department, as they do not deal with these matters. I called the upgrade department and proceeded to wait for a consultant to answer my call for well over 45 mins. At this stage nobody in Vodacom Fourways was willing to help, and each consultant procceded to tell me a different story as to whether or not I could prematurely upgrade... Not to mention the unfriendliness of the consultants.</p> <p>After many attempts and countless times wasted on holding, I finally got through to a consultant who advised that she would log the request and someone would contact me within 2-3 working days. By Wednesday I had still recieved no response from them, so proceeded to call... yet again! I was then told that they couldn't do anything as their systems were down... This seems to be a very frequent occurence!</p> <p>Finally, yesterday I spoke to a consultant who told me he would fast track my application as I had submitted it on Saturday and was still waiting for the application to be processed. He advised that I would be contacted within 24 hours... 24 hours later, I was the one calling them! I spoke to a different consultant who said the application had been declined, as I do not spend R1 200 on my cell phone account per month (this is a different story to the one I got from the consultant on Saturday). Once again, I reiterated to him that my phone was ****** and my upgrade is due in a mere 3 months. I also stated that their customer service is shocking, as nobody has contacted me... I have been the one to initiate EVERY conversation.</p> <p>In my mind I do not see how this is fair, considering my family's loyalty and spend with them over 20 years. I have even offered to pay in, in order to recieve a premature upgrade. This is an expetional circumstance, and I am not asking for much... I simply want them as a service provider to do just that, provide me with the service I pay for. Nobody seems willing to help me in any way, and I am astonished with the poor service I have recieved! Nobody at Vodacom seems to care about their customers, and if you lodge a complaint with them nothing ever gets done about it.</p> <p> </p> <p> </p>