Vodacom allowing customer to make own changes to a 24 mnth contract - just buy something online

<p>Last week I ordered a new device (tablet) from Vodacom (online) and the purpose of this tablet was supposed to be an additional line. On Tuesday 31 May, my line linked to the Red VIP package was migrated or changed to a 5BG data plan.</p> <p> </p> <p>First off, I made an attempt by contacting the customer services call centre requesting them to rectify the matter. I was then informed that it was my error in requesting the “migration”. In all the years of being a client with Vodacom, not once was I able to make changes to a 24month contract myself without involvement of a consultant working within the organisation.</p> <p> </p> <p>It makes absolutely no business sense to change a contract where the monthly payment is R2400 to a lousy R200 or something per month and then blame me for the error!! Its laughable. I was on the phone for approx. 1 and half hours and not once, was I able to speak to a senior manager. The last person I spoke to, which was a call centre agent working in the “online department” by the name of Zandile, informed me that the only way to rectify this migration error was to return the tablet back to Vodacom in order to reverse this whole mess and this could take up to 14 days to resolve.</p> <p> </p> <p>I wanted to log a complaint against Zandile because I was not satisfied with her feedback however she refused to give me her surname because it was apparently company policy not give out surnames due to security reasons!! Again, I asked repeatedly to be transferred to a senior manager and this was just not possible. It’s almost as if she had a script which details what to answer to clients who are irate. It’s ridiculous to say the least.</p> <p> </p> <p>I then visited the Vodacom customer centre in Midrand hoping to get this matter resolved. This poor consultant ended up having to be on the phone being transferred from department to department and at the end my issue was still not resolved. I don’t understand the point of having a walk in centre then?</p> <p> </p> <p>Long story short, my query was escalated to a “support specialist” and a reference number was allocated to my query. Well to date, I have not received any call or correspondence from this marvellous support specialist. a follow up email was sent to Vodacom, still no reply.</p> <p> </p> <p>On 31 May, R2403.51 was debited from my account which is supposed to be for the RED VIP package so now over and above the money deducted from my account, I must now load airtime in order to make calls.</p> <p> </p> <p>Today I received a message saying my query has been closed however the issue has not been resolved!!!</p> <p> </p> <p>The service from Vodacom is pathetic.</p>