The shocking service continues ....

<p>Below message is what I posted earlier this week. I received a call within 3 hours from Dominique who assisted me with half my query and the promise to investigate the rest of the complaint and provide feedback ..... I am still waiting. I have reposted my complaint as it seems that only new complaints on the top of the list are looked at for a quick fix. The query is still there and unresolved! <br /><br /><br />Shocking service since December and it continues.....</p> <p>I have been a customer of Vodacom for over 12 years and never missed a payment on my account. Early January I received a text message saying payment for my account is outstanding. After logging into my banking app, I noticed that the debit order didn't go through. I phoned Vodacom's accounts department and explained there is money in my account and confused as to why the debit order didn't go through. </p> <p>After a long story and not getting any proper explanation, I was advised to make the payment and email a copy of my bank statement to a pop email address.</p> <p>I spent some time trying to load Vodacom as a public beneficiary, with no luck (I am very fami**** with online banking and EFTs). After dealing with another contact centre agent, who guided me to follow specific steps, he also then confirmed there is something wrong online. At this point, I had spent about 2 hours of my working time trying to sort out a fault that was not mine. </p> <p>I was asked to go pay at a Vodacom counter or the bank, to which I refused. I don't have free time during working hours to sort out a problem that I didn't cause. So we arranged that another debit order would go off, although I was advised that I would need to pay a penalty of R100. </p> <p>Second debit order didn’t go through. I received further notification to make payment. Again I phoned the contact centre and was transferred through to accounts. I asked the Agent to confirm what banking details appeared under my name. He confirmed it was an ABSA account. The same ABSA account that I closed 7 months ago. Vodacom received my new banking details and debit orders went off smoothly for the last 6 months. How does your system delete my new banking details and revert to an old account. The agent updated your system with my new account details and advised me that the debit order 'should' go through, but I need to phone in 2 days to confirm the details are uploaded/reflecting and then phone another 4 days later to confirm the debit order went through successfully. WHY DO I NEED TO FOLLOW UP WITH YOUR COMPANY TO ENSURE YOU DO YOUR JOB CORRECTLY? Needless to say the banking details weren't uploaded correctly and the debit order didn't go through again.</p> <p>Friday afternoon you disconnected my subscription. I endured a couple more frustrating calls as your system was offline and no one could or was prepared to assist. I didn't have access to my phone the whole weekend. I took time out of my weekend to go stand in a queue at your Vodacom shop to pay the outstanding amount. At the same time, I asked the consultant what banking details appear on the system under my name. Again the old ABSA details. Everyone I speak to confirm they are updating the system, but yet the system doesn't update. </p> <p>After being connected again on Monday morning I realised the 146 call minutes I had on Friday (before disconnection) had disappeared. There was a message saying: 0 of 1400 minutes left. What happened to my minutes?? </p> <p>I have told the above story in a very nice way. What I haven't told you is:</p> <p>· The amount of times I have had to call your contact centre</p> <p>· How many times my call has been dropped after listening to your ongoing IVR message</p> <p>· How many times after telling my story to your agents and they put me on hold for 15 minutes and then cut the call</p> <p>· How many times I have requested to speak to a supervisor or manager and hold for 10 minutes to be told, they will get someone to phone me back or the call is just dropped. </p> <p>· No manager or supervisor has phoned me to date. </p> <p>· What I have also noticed is that your agents don’t make notes on the system after they speak to us. I have asked that the new person dealing with me read the notes, so I don’t have to keep repeating my story. </p> <p>· You need to conduct training within your contact centre</p> <p>· You need to implement standard operating procedures</p> <p>· You need to set up QA processes. </p> <p>· Do yourself a favour and listen to the recorded phone calls – share these recordings with your Senior Management and Executives. </p> <p>· Perhaps you can do something in terms of keeping your existing customers happy instead of looking for new ones.</p> <p>All I want from you is confirmation that my actual relevant FNB account details to reflect on your system. <br />My old ABSA account details are removed from your system and to be deleted forever. <br />For you to remove the penalties for debit orders that didn’t going through successfully (due to your system error) and that my outstanding minutes are reimbursed and the call charges that are reflecting on my account since yesterday, 24th January are deducted.</p> <p>Bernadette <br />Account number: I ********** -3</p>