Unacceptable/Disgusting/Distastefull Service and Support

<p>I am very disgusted in the quality of service I received from Vodacom for a period ALMOST A MONTH!</p> <p>I especially took out an additional contract online to get another Lumia 950xl for my husband. All went well and I received my phone within 3 days. Unfortunately the phone had an OBF. Sometimes these things happen, I get that. What is very disappointing and very distasteful is I am paying for a contract (almost time for second month bill!!!!!!! that I do not have the phone for!!!!!!!)</p> <p>My Story:</p> <p>We received the phone on the 23rd Jan via courier.</p> <p>On the 26th we took the phone to the Vodacom Data Center in Baywest Shopping center and they advised us to take the phone back to Vodacom Repair Center in Green Acres as it’s an OBF.</p> <p>We took the phone and booked it in as an OBF on the 28th Jan and was PROMISED that someone will get back to us.</p> <p>Then we waited, and waited, without any of these PROMISED phone calls. I then went ahead and phoned them a total of 5 times on the 1st of Feb before I got a phone call back. They eventually let me know that the OBF was approved and that a store credit has been done as the phone has been discontinued…</p> <p>This is not what I wanted and not the reason I took the contract in the first place!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!</p> <p>I phoned the online store and they said I should have rather phoned them to handle the OBF (Again another VERY ANNOYING FEATURE OF VODACOM – THEY HAVE MANY FRANCHISES AND YOU CAN NOT ONLY DEAL WITH ONE), as they would have organized a courier to come and collect the phone (NOBODY INFORMES YOU THIS WHEN YOU APPLY FOR THE PHONE OR TALK TO THE GUYS AT THE STORES!!!!!!!!!!) And if they were not able to replace it with the new Lumia 950xl, they would have cancelled the contract and refunded the money I have already paid!!!!</p> <p>I have an “Escalated to support specialist” number too (1- ********** 883434) that absolutely NOTHING came of.</p> <p>The online shop advised me to phone the repair shop to get the phone back so they can come get the phone from me to do the cancelation and credit, this would have been an OK solution IMO.</p> <p>When I phoned the repair shop they told me that I cannot get the phone as they have already given a store credit??? (Something I was never asked about, nor approved...) and that they are not allowed to give phones back that are damaged.</p> <p>The lady from the online store was going to give me a call back to find out what was happening with the phone to arrange collection if needed… This NEVER happened…… Yet AGAIN.</p> <p>After some weeks of phoning and waiting for call backs (from both Vodacom in Green Acres and Vodacom Online) and nothing happening we decided to go into the store on the 11th of Feb (Vodacom Repair Center in Green Acres) where the phone was handed in. Eventually we found a consultant that was able to look into the issue, which took some time to track down…. In the end he wanted me to choose another phone with the store credit that was given. With the store credit value I was not even able to take the Lumia 950….. This is another very disgusting/distasteful experience…. I took a contract specifically for the Lumia 950xl and they pass me a credit that I HAVE TO PAY IN for the Lumia 950????</p> <p>After talking to the consultant he advised that he can dispute the store credit value (I mean really, why should the customer be subjected to this kind of treatment????). He also said he will look for the Lumia 950xl and will phone us in the week with an update. This NEVER happened YET AGAIN. We ended up phoning them numerous times again this week and weekend without any resolution or feedback.</p> <p>Apparently the entire South Africa does not have a new Lumia 950xl but what is also adding to the SOUR TASTE… They just released a new booklet that features the Lumia 950xl... on contract!!!</p> <p>The consultants just blatantly ignored me and just never gets back to me with any news, even after threatening with social media etc.</p> <p>What I want now is that this contract be cancelled and my account be credited with the money already deducted. I fear however this will take up many more hours of my time, sitting in frustration and the constant waiting to be phoned back to deal with the situation while the debit orders just keeps flowing…..</p> <p>I cannot be the only customer treated with total disrespect, not to mention my time and financial losses now while I wait for this seemingly very difficult situation to be resolved, someone should do something about this….. Legally.</p> <p>p.s. Further issues not related to this (but this contract). I changed my debit order last year to my new bank account, and all was fine for my other contracts… Then when I took this contract they tried to take money from my old closed account… I MEAN REALLY…. and now I had to run around and EFT money to their account (which I did on the same day the debit order failed on the WRONG account I might add!!!).</p> <p>p.s.2 Further issues I had. I have been trying to update my address to my new residential address from LAST YEAR. I went into the Vodacom shop in Baywest, I phoned numerous times and yet, still when I receive my bill via email (which I also requested to be sent via post so many, many times), it is still incorrect on the additional pages after I literally spelt it out letter for letter.</p> <p>You’re sincerely,</p> <p>Chantelé.</p> <p> </p> <p> </p>