Very poor customer service

After more than a decade being a vodacom customer I have always been happy with how they do business.

I opted to further contribute to Vodacoms' portfolio by applying for a Fiber to the home line - BIG Mistake - I completed this application on 25th July 2017, Its been a month and still no feedback, when I contact the call center on ********** all they tell me is that the application is approved and is in an "Open" status. I do not need to know this - what I want to know is where the delay is. They further gave me a number to call the installations team to check when they can confirm an installation date - nobody ever picks up the number, till the automated voice recording say -"We cannot take your call, goodbye" - I find it difficult to believe that a R20bn company deploys call center services that dont even service the customer.

Furthermore, I tried to reach out to the lady that sold me the package to try and follow up on there the issue might be with the below message:

"Hi Serisha

I'd like to express my disappointment with Vodacom in delivering the service I ordered almost 1 month ago. I have called the call center numerous times to try and follow up on the status of the order and the only information I have been provided with is that the order is in an Open status.

I am reaching out to you as a means of trying to establish where the bottleneck is in processing this order, I have been quite patient and I am aware that there is a 7 - 21 working day SLA for the services to be delivered (Of which we will be lapsing soon) - if you can please follow up with the respective stakeholders and provide me with conclusive feedback as to where this delay is, whether it be the installations team, the planning project manager or the underlay Service Provider - Vumatel and infrastructure constraints.

Please can I have this info today, alternatively you can advise whether I should consider using an alternative Service Provider if Vodacom is unable to fulfill this service at this point in time."

My email was ignored, when I called her and left a message - nobody got back to me. It is with a heavy heart that I write this mail - I have been a vodacom subscriber since 2002, when vodacom was green and blue - If new services are launched, are they not tested to ensure that there are satisfactory customer service metrics in place to service the consumers?