The worst service ever!

This saga starts with me trying desperately to use vodacom’s online functions unsuccessfully. You see I’m in Lockdown in India, and using an Indian sim card, so it is not possible to verify myself with OTP functions and such.

On the 27th May 2020 my daughter calls the call centre in South Africa (I’m not willing to do that – given past experience of long, long, long, hold times – very expensive when you are calling internationally)

She communicates my questions: 1. If I move my number from a very expensive contract to a cheaper contract (Smart S : 75 Minutes 200M 200 SMSs @R219) specifically, will my unused data and minutes be transferred to the new contract? 2. Can I transfer some of my current data balance to another vodacom number? Please inform me how much data i can currently transfer. 3. Can I transfer my current minutes to another Vodacom number? How many minutes can I transfer? 4. I would like to make these changes / cancellation before month end, so as to limit the cost of an un-used service to me. Will you be able to help me with that? She got answers. Yes, my unused data and minutes will be transferred. Yes, I can transfer my current minutes and data to another voda number. In order to make these changes and find out how much my current data balance is, she is told that I should mail customercare.

MAIL 1 – 28th May 2020 I simply state my questions and confirm that I cannot use the online function due to being in India I clearly state that I want to get this resolved before month end. I include a copy of my passport to verify my identity.

VODACOM RESPONSE to MAIL 1 – an automated mail promising to be in touch within 24 hours and suggesting I use the online functions. However, this does not happen. Broken agreement.

MAIL 2 – 30th May 2020 I repeat myself. Same questions, same iteration that I am in lockdown and cannot use the online function. Once more sending a copy of my passport.

VODACOM RESPONSE to MAIL 2 An Authentication Request. – Having a copy of my passport is not enough… OK And – believe it or not – another suggestion that I should use the online help function. (I’m starting to believe no one reads at Vodacom)

MAIL 3 31st May 2020 I send my ID number, (you already have a copy of my passport, but ok, I comply), my postal address where for the last more than 25 years you have sent my bill, and my voda phone number. Once again I repeat that I am in India and unable to use your online service.

VODACOM RESPONSE to MAIL 3 - June 1st 2020

Sibabalo Njengele writes me and once more displays that she hadn't read my previous 3 mails, by also suggesting I use your self help function. Apparently one of my authentication details doesn't match Voda’s records. I check what I sent. Could I have forgotten my own ID number? (even though you now have a copy of my passport on hand) Maybe it was the postal address I have used for more than 30 years? Or my own cell phone number? No, the information I sent is accurate. Sibabalo Njengele apologises for the inconvenience, but doesn't mention the cost to me as a customer. Sibabalo Njengele offers hope that I can allocate my minutes and data by using the following phrase: "Please note your Sim card needs to be active for use of your allocations."

MAIL 4 – June 1st 2020 I provide additional authentication details. I explain again that my SA sim card is not in my phone and I am not able to use OTP functions on your website. This is the FOURTH time I am explaining this.

VODACOM RESPONSE to MAIL 4 - June 1st 2020 Gugu Booi writes in response. One more apology. She contradicts what the call centre agent told my daughter and suggests that I will forfeit all active balances when conversion takes place. Gugu writes that and I quote: “the amount of data you can transfer will automatically reflect when you dial *135#, choose next and select data transfer.” The bad news is that by telling me to dial *135# we now know Gugu also didn't read my mail. The good news is I can transfer data to another account. Yay! Maybe we’re making progress. Gugu suggests that I: “visit the Vodacom Portal (www.vodacom.co.za) or via the My Vodacom app on your device. You must be registered on the portal to view the relevant information.” Unfortunately she didn't read my FOUR mails up to this point.

MAIL 5 – June 1st 2020 I am desperate at this point. I summarise all communication up to that point. I emphasise clearly in bold letters in a larger typeface that I am in lockdown in India. To quote: After I have said and explained this FOUR TIMES IN DIFFERENT WORDS on different emails, how do you still think that I can simply dial *135# ????????? PLEASE, I am begging you... PLEASE forward my mail to someone who cares enough to read what I wrote.”

VODACOM RESPONSE to MAIL 5 – June 2nd 2020 Haneema Eftha writes to me. Another apology. Haneema contradicts what I was told up to this point (by your call centre agent, Gugu Booi, and by Sibabalo Njengele ) saying none of my data or airtime can be transferred. She sends me a migration quote for a significantly more expensive package than what I had requested.(The details for the one I requested came straight of the website)

MAIL 6 - June 3rd 2020 I address the communication to Haneema, Gugu, Sibabalo and the first 2 respondents to my emails I summarise the communication up to this point. I point out the contradictions in what has been communicated to me. I explain that Haneema Eftha sent me a migration quote for a package I didn't request. I ask that someone calls me on my Indian number. Or on my SA Whatsapp voda number.

VODACOM RESPONSE to MAIL 6 - June 3rd 2020 A new person replies. Faniswa Bodweni sends a blank email.

MAIL 7 - June 3rd 2020 I mention that the mail is empty and enquire what happened.

VODACOM RESPONSE to MAIL 7 - June 3rd 2020 Faniswa Bodweni writes that he tried tocall me on *** at 13:12 SA time. He claims that the destination was busy. ( I held the phone in my hand the entire day, no missed call from a SA number was recorded. Maybe Faniswa didn't understand that an international ring tone sounds different? Also, why dial only once, if that is what happened?) Faniswa Bodweni writes that the package as currently advertised on your website has been discontinued ant that is why Haneema generated a more expensive quote. Faniswa Bodweni suggests a uChoose Flexi 65 (airtime only) for an amount of 56.52 Faniswa asks for the date and number my daughter used to call the call centre and threatens disciplinary action. (completely ignoring all the contradictions and miscommunication from the staff dealing with emails) Faniswa then calls Haneema “Hanneline” and tells me that bundles and minutes are not transferable. (once more contradicting wha I have been told)

MAIL 7 (actually the eighth) - June 3rd 2020 I confirm that my phone is with me, and active. That I have tested the number. That I am awaiting a call from Vodacom. I ask if I can buy Airtime and data bundles on uChoose Flexi 65 (airtime only)? I explain that from what I understood from my daughter, I can’t load bundles on a smaller contract. I ask to PLEASE escalate this matter.

VODACOM RESPONSE to MAIL 7 - June 3rd 2020 Zodwa Pasiya writes to apologise for the blank mail. Saying Vodacom has technicalissues.

VODACOM RESPONSE to MAIL 7 - June 3rd 2020 Guess what! No really, you need a sense of humour to survive this. The final answer to my Mail NUMBER SEVEN is an AUTHENTICATION RESPONSE!!!!!

MAIL 8 - June 3rd 2020

I quote: “This is email 8 EIGHT!!!!

I truly hope I am mistaken ... did you just send me another authentication response???? After my SEVENTH email to you?

CALL ME! “

VODACOM RESPONSE to MAIL 8 NOTHING, NIKS, NADA, ******-ALL