Unacceptable & horrific service!

I am shocked at the rediculously terrible service from Vodacom.

Beneath I shall copy paste my email to them regarding my experience: To whom this may concern.

I was advised on Friday 27 August by Vodacom agent Priscilla to send my complaint via email to this email address.

I will give a description of my horrific service experience with Vodacom as follows:

On the 15th of August I completed my online upgrade for my number: ***. My upgrade order no: VODACOMONLIN-*** (screen shots attached below) was for the Samsung Galaxy Note 20 LTE (mint green) with a free Samsung smart watch active 2. I then received a call from an agent to confirm. The agent explained that I would need to pay the remaining couple months for my current device on top of the new upgraded contract amount. I then explained I would query this and call back. That same day I called in to accept and confirm my order. This agent said that they would note it on the system and the appropriate department would then call me back within a maximum of 72hrs. I did not receive this call, only an sms (screen shot attached below) which would not accept my response. I had to phone Vodacom well after the 72hrs to follow up again and request to confirm my upgrade order. The agent I spoke to told me they would escalate for the appropriate department to call me to confirm and assured me I would receive this confirmation call. However still no call days later. Then again I called Vodacom to ask why I am not getting any confirmation call. This agent said they could see on the system that the order had been generated and did not understand why I had not received feed back. However he also advised me that the phone was now out of stock and on back order. I asked how could my order (incl devices that had been assigned to me) were just given elsewhere. He could not answer. Much to my annoyance, I explained that this is unacceptable that I have to chase after vodacom over and over and I just want my confirmation and upgrade devices I ordered. He too assured me that I would be contacted to have this confirmation attended to. But once again I receive no call, and only days later I received an sms (screen shot attached) to say that my chosen device is out of stock and soon as back in stock, it will be delivered to me. So then days later & very strange to me, I receive sms's to say I am due for an upgrade. Very frustrated and annoyed that I again must chase after vodacom, I called again this previous Friday the 27th August. I tried to explain to this 1st agent, my frustration and to ask for someone to sort this out. She just told me over and over that it's self service and not vodacoms responsibility to call for confirmation. I then expressed how rediculous this is and she felt it acceptable to cut the call on me. This was rude and out right disrespectful. I called back immediately and this was when I spoke to Priscilla ( 1st agent to actually present any actual interest in helping me ) she agreed that this was unacceptable and searched the system to see what the delay was. She told me that the order had been generated and had been processed for delivery, but then for some reason had just been cancelled and she could not understand why. Then on top of that, whilst being understanding, she was to tell me that the phone has now been discontinued. After expressing that I refuse to deem this acceptable, she suggested I email here as I am doing.

I am appalled at what a mess, waste of time and lack of service I have experienced by vodacom.

Even your vodacom agents told me that I am one of many who have been complaining about similar issues.

I'd like to believe that Vodacom & their management will not allow such horrific behaviour and service and will resolve this and ensure I receive what I've ordered. As well as ensure this does not happen to any more of their customers.

Even my girlfriend had the same issue where her order was just cancelled due to phone being discontinued and then being forced to take a different package. ALL THE WHILE, your online store had multiple IN STOCK offers for that same device that was supposedly discontinued.

If Vodacom does not resolve this for me with urgency, I will be sharing my experience with all screen shots on all social media platforms possible. I will also move to another service provider and definitely never recommend vodacom to anyone ever again.

Regards, Bruce Cooper