Terrible customer service

<p>I just got off the phone with Vodacom customer service </p> <p> </p> <p>I am absolutely disgusted </p> <p> </p> <p> </p> <p>A few days ago I put in a query to find out the cost of migrating from smart L to smart m+. I recently migrated from smart xl to smart L, and paid the migration fees there. At the time Vodacom did not offer smart M+. Smart M+ is cheaper and offers more than smart L therefore I would like to move to it, but since I just spent around R900 on migrating previously I just wanted to enquire and see if you could override the migration cost. At no time did I request to actually migrate. The agent who was very helpful logged a query and said the relevant department would get back to me with an answer regarding the migration costs. </p> <p> </p> <p>I was happy and ready to wait for an answer. Today I received an sms as follows;</p> <p> </p> <p><p>Dear_____, quote:1- ********** 780***** has been generated on your profile and vetting has been Approved. If you did not initiate this request, please urgently contact Vodacom Customer Care on 082111.</p></p> <p> </p> <p>I also received the following sms. I didn't understand this sms as the English is very broken </p> <p> </p> <p>Dear Customer <br />Kindly note that the migration open order to SMART M+ will kick in on the 1st of July, but broken for 'Smart L' which contains to pay a penalty of R650.00. Thank you <br /> Vodacom</p> <p> </p> <p> </p> <p>I called customer care immediately as as per above I did not request a migration. I got through to an agent explained my problem, but while I was explaining the issue, I had to ask her to tell her colleagues to keep quiet as they were making a massive noise. She did so and I continued, she then said she would transfer me to the relevant department. I considered this interaction quite unprofessional but the lady was helpful. </p> <p> </p> <p> </p> <p>I then had the utter misfortune of dealing with another person to try resolve my query. He didn't seem to understand what was going on at all. After trying to explain my issue, again I had issues with the noise in the background with people shouting, in fact I heard someone in the background swearing. I did ask the agent to ask them to keep quiet, but he ignored the request. </p> <p> </p> <p>He was very rude and started raising his voice and arguing with me throughout the call. He also refused to put me through to someone else when I asked him to as he seemed unwilling and unable to assist me. He went ahead and cancelled the migration without telling me and only told me once he was done. I then asked him to relog my request regarding not charging me migration fees. He refused to do this as he said he know this is not possible and he is not wasting anyone's time. </p> <p> </p> <p> </p> <p>I asked for a reference for the call. He gave this begrudgingly and didn't seem to want to repeat it when I asked him</p> <p> </p> <p>The reference he gave me was ********** 1</p> <p> </p> <p>I am not sure if it is correct </p> <p> </p> <p>I am really upset at how I was treated and am quite horrified. This is very different to my previous experiences with Vodacom. I have found them previously to be quite efficient helpful and friendly. </p> <p> </p> <p>I hope you will be able to resolve this as soon as possible. If this continues to be the service I get from Vodacom I will consider not renewing my contract. </p>