Still as pathetic as ever

Dear Mr Joosub and Riael Salomon

I wish I could take all the managers out of their offices and come and spend 3 hours of their day to resolve a Vodacom issue. After the May episode with the “*****” issue after my phone had been ******, and after endless sessions in Pretoria and at Vodaworld, it took writing a really harsh email to you all about the blocked line.

I work abroad, and the one access I need on a daily basis is international roaming. Not to mention an open line.

For the past 3 weeks I have been trying to resolve the issue of not being able to make international calls. After ENDLESS phone calls to your absolutely USELESS Call centre agents who then made me sit for hours at Vodacom in Oakfields, the Trade Partner refusing to assist, then forcing the agents to make contact with the call centre who then in turn told me to speak to the contracts department who in turn told me to speak to the trade partner again who in turn – 3 hours later, told us to call forensics AGAIN because there is a “REG FLAG” on my account and this RED FLAG has no expiry date and so my phone is once again blocked from making ANY calls - be that international or local.

As I mentioned before, I work abroad and this is now affecting my income – not that you care at all until such time that I cannot or won't pay you for a service NOT RECEIVED. We are 7 months pregnant with twins and I need to be in touch if anything happens – not that you give a damn about my personal situation.

When I called the call centre yet again – I spoke to an agent Wayne – I had already made 4 calls this morning to your call centre. I have registered for voice recognition because of the irritation of having to deal with your agents and their many questions. This Wayne then refused to accept the fact that I am voice registered and demanded to ask me ALL the security questions that there are. I eventually asked him what this was all about and with his extremely unprofessional attitude I demanded his name and surname.

1) This he refused. 2) When I asked his for his supervisors name he also refused. 3) When I asked him for a reference number he also refused.

I made it very clear to him that he lacked any form of customer service and that all calls are recorded. He REFUSED to assist in activating YET AGAIN the international roaming on my phone. I demanded to speak to his supervisor and eventually spoke to his technical supervisor.

The technical supervisor said that due to SOCIAL MEDIA I was not permitted to know his surname. He then proceeded in telling me that the system which indicates that you are voice active was not working. This was at NO POINT pointed out to me.

When the agent at Oakfields called the trade partner, they REFUSED to assist informing her that the call centre needs to resolve this issue.

How long is this pathetic service going to continue?

I want to cancel my contract with your organisation for NON SERVICE – as I see no resolve in your pathetic manner in which you handle your customers.