Very Poor Customer Service

<p>I was contacted in October 2016 by "Gavin" from Mondo Mobile regarding an upgrade to my existing data contract with Vodacom. As I understand it, Mondo Mobile is an affiliated partner to Vodacom. I was offered a no-device upgrade on my data contract at a reduced rate of R299 for 10GB per month. I was promised that this would be effective from 01 November 2016. As it turns out, the upgrade was effected, but not at the reduced rate. Instead, I am being charged R499 per month.</p> <p> </p> <p>I raised the issue with Vodacom customer service on 22 November 2016. I spoke to three people viz. Nhlanhla, Eddy and then Thaga who "escalated" the complaint under reference 1- ********** 6850 and I was advised that I would receive a callback within 48 hours. Lo and behold, no callback was received.</p> <p> </p> <p>I followed up a week later and was transferred to Business Solutions after being on hold for over 20 minutes. When I was inally connected, I had to then explain everything again to the consultant, and mid-way through the conversation, the call disconnected. No callback was received.</p> <p> </p> <p>I followed up again a week or so later and was transferred again to Business Solutions, only to have the call disconnected immediately on the person picking up.</p> <p> </p> <p>Frustrated to no end, I attempted one more time to get the issue sorted out. I spoke to Joseph (Solutions Team) on 03 January 2017 who was very concerned and helpful. He indicated that nothing had been done as yet and escalated the matter to Rewards and Upgrades. The reference number for this call is 1-154L19BK4. I informed Joseph that if I did not hear back from Vodacom in 7 days, I would be taking the matter further through all avenues. I also confirmed my contact number for Vodacom to contact me with feedback. Once again, no feedback has been received.</p> <p> </p> <p>So now I have overpaid for a data line, with no device, for three months. I will not be contacting Vodacom telephonically again, as this then requires to me explain this issue to yet another consultant. There is no email address available on the Vodacom website, hence my complaint on HelloPeter.</p> <p>If a Manager cannot resolve the issue, I will be lodging complaint with ICASA directly.</p>