Unresolved Service Request since 21 December 2017

I am very upset and appaled by the service received by Vodacom. As a loyal Vodacom customer for many years, Ihave 2x handset accounts with Vodacom.

End January 2017 I upgrade the one account (reference: ********** 865) to Apple Iphone 6. After just a couple of days I realised that I am not satisfied with the handset and called Vodacom to fecth the handset. The handset was collected from me beginning Feb 2017. For months to follow I did not upgrade but noted that there is a steep increase in my monthly phone bill. August 2017 I upgraded my phone to a Huawei P10 Plus and noted in the following months a steep increase in the Bill. I contacted Vodacom and questioned them why my Bill was so excessive. The agent at the time , in my opinion, was not properly trained and could not tell me any details but logged a Service Request. Since then there was NO resolution NOR Feedback regarding this.

Again 19th December 2017 I received an out of the ordinary Bill for this account. Again I made contact with Customer Services and we went through the Bill. It was discovered that I've been changred for the Iphone Handset since Feb 2017 including Insurance.

A Service request was logged Ref nr 1-3 ********** 39356 with request that the Refund should be transfered to my personal Bank account.

22 December I made a follow up on the matter as I received an sms that the matter was closed. I was told that the credit was granted but there is NO instruction for credit to be transfered to my personal account. The agent that assisted me advised that they will log a request with the banking details again: Ref nr: 1- ********** **********

23 December sms received that case was closed.

I waited for the credit to be granted to my account and by 29 December 2017 there was still no credit. I called again following up on the request. The agent advised that credit was granted to my Vodacom account for an amount of R4290 on the 28th of December. They will AGAIN log a request for the Funds to be tranfered to my personal account and the matter should be resolved by the 3rd of January 2018. I was very upset that again the instruction was not completed succesfully. Ref nr 1- ********** ********** was issued

On the 3rd of January 2018 still there was no credit granted to the account and I called again to follow up. The agent (again not trained well) was not sure 100% what the case was and due to me being upset I asked to speak to a Supervisor. The Supervisor explained that a refund will take 7-14 working days and he has no idea why I was advised that the matter will be resolved by 3rd of January.

3rd of January 2018 I called again and was advised that the previous case was closed with notes NO REFUND!!!!!!!!!!I am not sure why there was even a question in terms of the Refund as this was clearly taken from my and as a Consumer I have the option to say how I want my money back. My call was transfered to a resolutions agent. I advised the agent that I am extrremely upset as I need to call every 2 - 3 days and I am not getting proper feedback nor a resolution to my request.

The agent apologised and explained that she will escalate the matter. 5th of January 2018 - no feedback- no resolution. I called the call centre who advised that the servie request is not yet allocated (we are talking about a escalated matter that was prioritise and that I should wait until Monday for a resolution.

This brings us to today 8 January 2018. I called again and was advised that the case is still open. The agent Sipho promise to escalate and prioritise. Its approx 7 hours later no resolution.

My frustration is that:- each and every call I make I have to explain to the agent the history of the matter. I have the explain my dismay and frustration. No one can assist you straight away. There is no call back nor a timeline for a matter to be resolved.

For months I was over paying religiously my account. Should the person who investigated my case in August done a proper job- checked the history on the account- this matter could have been resolved. If there was proper attention given to the initial instruction- proper timelines agreed upon for the refund- it would have saved me quite a bit of wasted time.

The level of service and number of requests that I had to log to still be sitting with a unresolved matter is unacceptable by any means. Vodacom wants to claim to be the Number one service provider but they should rather aim to be the number one Customer Services provider.

I want this matter to be resolved with immediate effect. I am no longer a victim of Bad service.