Vodacom bites the dust

I have been a Vodacom contact subscriber for well over 10yrs and I am less and less impressed by the deteriorating network reliability and shoddy customer service received. I recharged my account this afternoon, with data, and shortly thereafter, my data had been depleted before I could even use the data for anything useful. I recharged a further 3 times and my data was consumed. I watched it deplete 20 Megs at a time on the Vodacom App, less than a minute after recharging. As a result I was stranded without maps for each recharge resulted in no data and I had to figure out an alternative way to get to where I was going.

I reached out to Vodacom’s trusted customer service department to query the situation and to ask for tangible help. There’s no lack of urgency when you’re owing the network provider your monthly installment, but quite the opposite approach when service is actually required. I was told by the skilled and well trained customer service agent that my usage had not updated since 10:16am, some 6hrs earlier, and that she wouldn’t be able to assist me in investigating the matter. She went further to say that it was likely that I had used my data, because that’s what data is for and surely I’d purchased with the intention to use it. It’s seems Vodacom’s CSA’s need more than just skills training on their systems but perhaps some soft skills might go a long way to improving the ****ty service.

I attempted to contact Vodacom’s customer service later today, again, in the hope that I might find a more helpful employee on the other end, only to establish that the designated number claimed not to exist.

I am R200 down with no data in my account and zero accountability from a Network that charges some of the highest premiums on data and airtime. What exactly are you charging for Vodacom? The administration costs or the theft of my data?

I am incredibly dissatisfied with the reliability of the Network and the inability of your agent to handle my matter with professionalism and courtesy. I do not expect substandard service after being absolutely brand loyal for years.

I would like this issue looked into, and the matter resolved with urgency. Moreover, I would like the call to be pulled and the agent to be dealt with accordingly.