Vodacom - Bad service to you!

<p>I received a phone call from Vodacom asking me if I wanted to migrate my account, due to the fact that Vodacom saw that I buy to many airtime and data. I agreed to the migration, under the impression that I would only pay a certain amount that was advised by the consultant, providing that I even made sure of the total.</p> <p> </p> <p>When I saw my bank statements it was far more than what I agreed to. I contacted Vodacom several times to sort it out advising them to check the telephone recordings. They said they would investigate the matter and get back to me. Some consultants even explained the logic regarding a migration as I felt like I was stupid, even though the consultant that did the migration advised me on the monthly amount. </p> <p> </p> <p>They never came back to me regarding this situation and I received several times a day a call reminding me that I should pay the outstanding amount. I contacted Vodacom and asked them the progress on the situation, but then they said the case is closed. How could the case be closed when it was not even resolved yet is still my question and they said they would re-open the case as it is not resolved yet.</p> <p> </p> <p>No response for a month and my account got in arrears and eventually my account was deleted from the network. I got fed up and contacted Vodacom so that they should advised me on my outstanding amount and then they told me I had to do a reactivation as well. I paid the outstanding amount and did the reactivation, on 31 October 2016. The reactivations team stated that it would take 5-7 days and I would receive a SMS notification if the reactivation is in progress as well as if documents are outstanding. </p> <p> </p> <p>The 5th day I contacted the Accounts Department for progress on the Reactivation and they told me that I should contact them on the 7th day if my sim card has not been reactivated yet. I contacted them on the 7th day and they said that it was still the 7th business day and I could only contact them after the 7th day. So, I did, and they told me a copy of the sim card was not attached and I should attach it and then resubmit my reactivation, providing that the reactivation period starts all over again. I have not received a SMS notification stating outstanding documents.</p> <p> </p> <p>Here is a summary of the discussions, after the first 7 days, between me and Vodacom over the period of more than a month of my reactivation, provided that I contacted them.</p> <p>· After 7 days: The Sim card is faulty.</p> <p>· I need to provide them with a new sim card number and it should not take long.</p> <p>· I provided the sim card number and I was told I should wait another 5-7 days.</p> <p>· After a few days: they told me they need the new sim card number.</p> <p>· I received a SMS that states the Reactivation is completed and I will be back on the network within 24 hours.</p> <p>· After 24 hours, I contacted them and they told me that I should contact Customer Care, because I could experience network problems. I did and they told me the admin of the reactivation still had to be done and it should be done at the end of the business day. (1/12/2016)</p> <p>· I contacted them the following day and they said that there are no network problems, admin is done and they should just unlock my lines and it could take 1-2 hours to be unlocked. (2/12/2016).</p> <p>· After 2 hours, I contacted them again and they said that they would escalate it to the IT department and the turnaround period is 1 hour.</p> <p>· I contacted Customer Care after 1 hour and it seems that the old sim card number still reflected on my account.</p> <p>· I contacted the Accounts department to make sure of the sim card number and they said it was fine, no query was logged for the IT department and they would log one now, providing turnaround period was 1 hour.</p> <p>· After 1 hour, I contacted them and the consultant told me they would escalate it to their Supervisors, so that they could activate it on another system and it should work on the latest, Monday - 5/12/2016.</p> <p>· I was back on the network on 3/12/2016, late afternoon.</p> <p> </p> <p>For all the inconvenience caused, I thought it was fair to dispute the following invoice I should receive. I contacted the Accounts department and they said that I could only do so when they send out the invoice on the 3rd of the December. I made sure of the invoice address and it was not even my correct residential address and to change it, I should contact Customer Care and so I did. I have not received my invoice on the 3rd and I had to contact them again to receive it. I received it and I contacted the Accounts department to dispute it and they said that the Billing Support team would contact me within 7 days.</p> <p> </p> <p>I haven’t received one call or SMS from them. I contacted the Accounts department and they told me that I received a phone call, that I did not answer, and a SMS, providing that I did not. They even informed me that the case is closed and that, logically, there was no resolution and they would re-open the case. The consultant told me that they would contact me on that day and she would also contact me to make sure I received a call from them. I received a SMS for credit for only the reactivation costs. I was advised I should contact Customer Care advising them I was not compensated as I wanted to be and they would come back to me. I am still waiting for a response from Vodacom and my invoice due date is 1/01/2017.</p> <p> </p> <p>All that I want, is to be compensated for my latest invoice due to all the inconvenience that was caused to me up to date.</p>