Unauthorized upgrade and the resultant poor service

<p>Unauthorized upgrade and the resultant poor service</p> <p>My cell phone stopped working on 31 July 2016. Upon inquiry with the customer service line I was informed that my contract has been upgraded on the 17 July 2016. The system was converting the old package into the new package.</p> <p>Note: I did an upgrade between November and December 2015 already.</p> <p>...No one can tell me how the upgrade was done! I demand to know the following:</p> <p>1. How was another upgrade outside of the qualifying criteria performed?</p> <p>2. Who gave the authority?</p> <p>3. What documents were supp**** and by whom to facilitate the upgrade</p> <p>I spoke to various customer services officers yesterday (1 August 2016) for over two hours. This process was characterized by poor service, arrogance, lack of empathy and pedestrian performance overall.</p> <p>I challenge you to listen to the calls made by myself from ********** between 13:00-14:30 on 1 August 2016.</p> <p>No one took ownership of the issue including the team leader I spoke to. My call was even dropped by one of the consultants at your upgrades department.</p> <p>The same systemic and procedure failures continued at the Vodashop; firstly I arrived to report the issue at the store at 18:45 and the staff wouldn’t open for me.This morning, the Manager at the Clearwater branch displayed lack of leadership, accountability and lack of customer centricity. He hides behind the 'process". He insinuates that I need to drive the resolution of the issue even though this is a Vodacom process failure.</p> <p>My expectation is for Vodacom to clean the mess they have created and not for me to be running around.</p> <p>What I am looking for is very simple;</p> <p>1. Put my contract back to the position it was before unauthorized conversion was done.</p> <p>2. An apology letter from your customer services, upgrades and the Vodashop at Clearwater Mall.</p> <p>3. Resolution of this matter within 12 hours.</p> <p>If I don’t get a response as stipulated, I will be left with no option but to escalate the matter further.</p>