Shockingly disgusting service

On the 3rd January 2018 I received a whole lot of sms’ one after the other showing a rapid depletion of my data within a 5 minute span to the last sms which said I had used now depleted my bundle and was being charged out of bundle rates. I loaded a data bundle onto my phone and within 5 minutes was advised via sms that this bundle too had been used up, but I had not even used my phone.

I called vodacom to log a data dispute and a few days later received an sms saying that according to their system everything was in order and I had in fact used up my data... among the things listed for usage where twitter and Facebook... as I don’t have a Twitter or Facebook account or these apps on my phone I found it hard to believe that usage went towards these.

So another call gets logged to vodacom requesting the to please advise me how many MB of data were used on Facebook and Twitter as I don’t have accounts for these or the Apps on my phone. A few days later the same generic like sms as the first one is sent to me and my query closed! They did not answer my question!!!!

So again I call vodacom to ask about the query logged and to get answers! Instead I am met with an utterly rude call centre agent who tells me to “stop harping” on two things (I.e.: usage of my data on Twitter and Facebook). After a conversation with his team leader I am advised to go to a vodacom shop to have my phone physically checked as from a call centre point of view there was nothing more they could do for me. I was told that should all be above board and as I have been saying the assistant at the vodacom shop will log a query to vodacom a technicians who will investigate and let me know the exact details of my usage.

On Friday the 12 January I went to the Vodacom shop on Campus Square and a check was done on my phone, all potential data eating mechanism were already switched off and did not exist on my phone. The manager of the store logged a query for me and advised that once resolved the person dealing with the query will contact me, my wait is approximately 7 working days.

On Wednesday the 24 January someone from vodacom attempts to call me thrice, however when I answer the phone the line is dead. There fourth attempt goes to voicemail, because like normal people I work and was in a meeting. A voicemail is left advising that vodacom is tying to call me, no details for how to contact the person are left. So I call the call centre and explain what had happened and asked to be out through to the agent trying to call me. I’m told that unfortunately my request is not possible but that a team leader would call me back in the next 15 minutes to assist. No one calls!!

Later that afternoon I receive a sms saying that my query has been resolved and has been closed. No further attempt to contact me was made, how was the query resolved when you haven’t told me anything???? You still haven’t responded to my question!!!!

I respond “NO” to a vodacom sms regarding satisfactory experience and unfortunately miss the call as again I work... the voicemail left says I will be called back.... this never happens

Later that day I call vodacom again to find out what is going on and the call centre agent advises that as it is after 5 the person handling my query has left and so she will send an email to the responsible back office (data resolution) agent and they will call me the next morning.

No one calls on the 25th January and so again I am the one calling vodacom. Again I am told that I cannot be put through to the person that was handling my query but that and email requesting them to call me would be sent and I’d be contacted shortly!!!

Surprise, suprise!!! No one calls. So again I call vodacom and am given to same response as I was given the previous 2 times... knowing full well no one is going to call I request to speak to a manager! I am assured that an email will be sent to the person responsible for my query and I will be contacted on the 26 January!!!

The only call I receive on the 26 January is to say that the person dealing with the data query hasn’t answered the email/s sent to them and they are still waiting for a response and for the person to contact me!!!

What utter disgusting service is this????? Stop hiding behind call centre agents and emails and unkept promises!!! Why don’t you just investigate and resolve my query and actually call and take responsibility for what you do!!!

I have been a vodacom customer for well over 15 years and this is how you get rewarded!!! Your service is disgusting!!!

I suggest you investigate this matter swiftly and get back to me not through an sms but by an actual call from an actual person who can help!!!! Failing this you can rest assured that I will be cancelling my contract with you!!!

Utterly disgusted, frustrated and disappointed!!!