Vodacom abuses position in communication market at the cost of customers.

Dear CEO Shameel Joosub,

Being the CEO of a company, is not just about the high above inflation salary package you receive, when you hold a multi million rand business entity's highest position, but ensuring that the company you are in control of is operating on the standards its suppose to.

I do not even think you even take any time to review any complaints written on Hellopeter by your own customers who indirectly are the reason you can have a salary package of over R50 million a year.

So after numerous complaints and being contacted by the staff handling the complaints listed via Hellopeter the nightmare of a single online contract upgrade is still not finalized.

Let the efforts of the staff who assisted in the first initial complaint receive their praise for helping to resolve the matter around not being able to get the advertised package. They did their best and ensured that the advertised deal can be upgraded even after staff at vodacom shops said it can not be done.

So on Monday evening an online upgrade to a laptop deal for *** was done.

An email followed stipulating that a payslip and identity document needs to be sent to the CAD Online Sales department.

After doing this your own provided process in writing confirmed that the matter would be processed within 24hr.

Which means by 6 o'clock on Tuesday evening the matter should have been finalized.

Giving enough time for order to be processed for delivery within this week.

Either if only processed on Wednesday for Thursday delivery or worst case today Friday delivery.

But as we shall have it you ignored my wife's complaints about the matter when brought to your attention on Wednesday, and only responded to my own complaint to the matter on Thursday morning.

On Thursday morning at 09h01 I received a phone call from a Vodacom staff member working in your Hellopeter complaints department that informed me that my wife's upgrade application was already finalized and completed.

Then advised that the matter would be sent to the relevant party / department.

So then the next call was only done at 12h47.

Knowingly that the matter would be past the RAM delivery cut off time, so even if matter is processed would not be able to get next day delivery.

In that phone call I advised that because my wife works in a hospital theater she might not receive the sms which I was told that would now be sent to her to confirm again the order, as after that process RAM would send her, her RAM Waybill.

As luck would have it my wife was at that moment within a 15 minute break and received the sms.

She followed the steps and rep**** to the option 1 for confirmation.

Until now she has not received her RAM Waybill reference / tracking number and we have received no emails with regards to her online upgrade.

Your so called media PR of the Vodacom Family means nothing when you look at how the customers are treated.

I would like a formal email from your manager that is in charge of this department who handled this upgrade.

I want confirmation of this upgrade, the waybill number as well as confirmation when delivery will be.

To make it simple, I have not mentioned any of my associated SA company names here as I would like to know that you would treat all customers with the same support.

So Vodacom, if I do not get a finalized formal follow up, I will ensure to request my official partners to establish a formal meeting with the CEO of Vodacom at the headoffice.

Then we will submit our concerns not only about future business with the service provider, but we will also submit the actual number of current contracts and other active services with your network which we might need to consider to move to a new network.

A network for provides real support with results.

From my own side I will complete my business meeting today that is set with one of the biggest social media platforms that operates with an average of 16+ million active South African citizens on a monthly basis.

After this meeting I will finalize the integration over the weekend and next week submit a formal public release letter / statement on the standards of service delivery from Vodacom / the complaints of vodacom customers that are ignored and the numerous other concerns.

If you do not care to be a service provider with better standards, then let us open the door to the other citizens who do not have access to see Hellopeter and allow them to read the day-to-day complaints sothat they can make an informed decision if you should have their business.

With Regards

Domenico