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I have had my Vodacom number for more than 10 years and every time I interacted with your call centre I feel, drained, exhausted, with regards to the level of service that I have am getting.

But on the 09/11/2017, I had the worse experience that no words in the dictionary can translate I call 111, and spoke to a lady which was so rude, she put me on hold without asking to put me on hold and she spoke over me. I had to stop this rude lady and give her first a lecture, of what a call centre agent is supposed to do. Firstly, asked the customer if you can put them on hold, give valid reasons as to why, provide estimated time for holding, and thank the customer for holding. My Query I upgraded in September, and spoke to a lady that was very help full at the time. All questions were answered. Little did I know that should you upgrade before your 24 months contract, you need to pay for current device and the new one. I had a Samsung A5 and upgraded to a I7. My A5 is still in a good condition, why would I pay for a phone that I am not using. Why was I not provided with the necessary information to make an informed decisions as to whether I can afford 2 phones or not. I WOULD have waited if I was told this information, but no I was misled. This was a sales lead, and she didn’t think twice to ***** money from ME On top of that there is an administration fee of R130 or R150. For what , cause I upgraded telephonically.

The rude consultant explained the following: If you upgrade before the time, you will pay for both, and that a admin fee has been charged. Obviously, I will dispute this and she logged a query. I received a SMS @ 09.21 < REF 1- ********** ********** 9. GUESS WHAT, QUEY CLOSED @ 13.15 SAME, NO CONTACT MADE WITH ME. I requested a call back and received a call from the escalations department that started the conversations like this Verbatim: ‘’ HI I AM CALLING YOU AS YOU WANT TO BUY DATA……..*** As these people drinking on the JOB. I told her no, I logged a query for something different, She just said, oh okay, I must have dialled the wrong number, but I can see that you also logged a call, so I can help you. No; Hello Ms ….., is this a convenient time to talk, nor did she provide her name. Once again, I had to explain the story again and it was closed as the 1st consultant that logged the call , has explained to me about the 2 phones and therefore it was closed, But I also asked the first consultant to retrieve the call and listen to it. When I asked her about that she confirmed , what I was included in the escalation, but she did not listen to the call So VODACOM, how do you close a query without listening to the call, How are you going to determine if there is a training need or not. BUT YOU DON’T CARE, BECAUSE ALL THOUGH YOU CLAIM, THAT YOU CALLS ARE RECORDED FOR QUALITY PURPOSE, NOTHING HAPPENS AS THERE IS NO QA. YOU HAVE OUTSOURCED YOUR CALL CENTRE TO “MERCHANTS” , THAT PAYS CHEAP LABOUR. I was also told that I can’t dispute it now, cause I do get statement, and should have check it No Vodacom, As per consumer right I had to be informed telephonically about all charged and relevant fees. I upgraded under false preens and lack of information. I WILL REFER THIS TO THE OMBUDSMAN. CAN SOMEONE LISTEN TO THE UPGRADE CALL, AND PROVIDE FEEDBCK ASAP YOUR SERVICES ARE PATHETIC