VODACOM and their abysmal service

Beware of Vodacom Fibre Department / Division, they are the most *********** people within the Vodacom environment. Let me explain -

App**** for a fibre installation, with porting of an existing land line, on the 28th August, were given a sales order as reference number. 1st problem - the lady completing the sales order did not add the Talk package we wanted. When I phoned again upon receipt of the quote I was informed that it would not be a problem, when the installation is completed I just need to contact the call centre again and they will activate it. I completed the porting request on the Vodacom online portal, and received a confirmation e-mail stating everything was approved on the 20th September. The installation was completed, incidentally, on the 20th as well. Since then I have had to phone on numerous occasions to the call centre to have the talk package activated.

Then, on the 28th September, I spent 23 minutes on the phone with a gentleman named Nathaniel, who informed me that the 2nd problem was that the different software systems on Vodacom's side did not "speak" to each other so the "order" to activate the VoIP line was never processed, but not to worry he was in contact with management and it would be resolved no later than Tuesday. His parting words were "if it's not activated by Tuesday it would be latest Wednesday morning". Ja right .....

On Wednesday 3rd October I phoned the call centre 4 times, and was informed by four different operators that they could not put me through to Nathaniel, but that they all would send him an e-mail to contact me urgently. Still waiting for the call .....

Then on the 9th October I called the call centre again, at which point I was told that the porting had not been app**** for, which I contradicted by reading the confirmation e-mail. On the 10th I had to phone again, at which point I spoke to an operator named Elroy, which turned into a 40 minute conversation to have the problem resolved. 3rd mistake was that I trusted him when he said "don't worry sir, I will keep a personal eye on this one, and if it's not resolved by this afternoon when I leave I will phone you tomorrow morning first thing to find out what the status is". He also tells me that he has logged a call for Technical to contact me to explain how the phone needs to be set up. Still waiting for both those calls as well .........

On Thursday 11th my Telkom landline goes dead, and I call the call centre to find out if this means the VoIP line is working. I get told by a snotty operator that the sales order is not closed yet, and that I have to wait for this to happen before anything else can happen and that there is nothing I can do about it. I also get informed that she can't put me through to her supervisor / manager, and that they do not give out any of their details to allow us to contact them. Her parting words were "it should not take more than 24 hours" ......

So today, 15 October, I phone the call centre again. Guess what ? Nini informs me that the sales order has not been closed as yet, and there is nothing that can be done until it is. So I insist on speaking to her supervisor / manager. She puts me through to Luvo, who gives me exactly the same explanation as Nathaniel and Elroy before him, and that he will phone me back in 10 minutes. He actually phones back after 20, and tells me that he is just waiting for feedback from someone and that he will phone me as soon as he has it. That was 4 hours ago ......

Vodacom - I have been a loyal and supportive client for the past 14 years, without any hassles or complaints, but the fact that you have ****ed me off to such an extent that I actually went and created a profile on HelloPeter to complain should give you an indication of the levels of anger and frustration I currently feel towards you.

So this is what I'm going to do - under the Consumer Protection Act I have 30 days to cancel a contract. If this issue is not resolved TODAY !!!!!!!!! and for clarity TODAY IS THE 15TH OCTOBER 2018 I will be cancelling this contract and going to another service provider. You have my contact details.