Vodacom, can you even spell Customer Service ??

Vodacom, can you even spell Customer Service??

This post is written as a result of being fed-up with the appauling level of customer service, or rather lack thereof, after my wife upgraded mid April 2018. Her account was due for an upgrade and because the Vodacom Online Shop offers the following, we decided to do the upgrade by calling the online shop and have a consultant assist with the upgrade: FREE UPGRADE, FREE delivery, FREE SIM & Connection A very “polite”consultant assisted with the upgrade, but my guess is the “politeness”was only due to being able to make another sale. Upgrade was to the following package: Smart More Data 4GB, total monthly cost R779. Imagine our surprise, when on Thursday gone by, my wife receives a phonecall from Vodacom’s Collections department because her account is in arrears – amount outstanding R2100 ?? A huge surprise as I had just paid the amount due for April 2018. My wife gave me permission to enquire on her behalf and after being transferred from pillar to post, one department to the next, spending +-25 minutes on the phone, we’re nowhere close to resolving the matter. Accounts department says to speak to upgrade department. Upgrade department says to speak to after sales department. After sales department says to speak to Accounts department. WHAT THE HELL……you might as well phone someone based on another planet, because one department does not have access to this and that, etc. Trying to figure out what was invoiced, i.e. R2100, it seems a 10GB Promotional Data plan to the value of R500 (odd), an upgrade fee onf R149, amongst other things. Remember, they offer FREE UPGRADES as per their website – FALSE ADVERTISING ?? Promotional Data Plan was never part of the original Smart More Data 4GB plan upgraded to. It seems this whole invoice was *****ULANTLY billed. Last night, phone the online shop again in order to find clarity on how to resolve this matter. The consultant advised she will escalate the enquiry to the consultant who initially assisted my wife with the upgrade. In the meantime, we have to sit and wait………for this consultant to return to work and see what went wrong. Meanwhile Vodacom’s Collections department is phoning and hassling my wife telling her that her line will be cut if the arrears amount is not paid. Whatever happened to your first point of contact is able to resolve your enquiry right there and then, instead of being transferred from pillar to post, adding more frustration to the mix?? It seems that the different departments within Vodacom work as little silo-units – each unit completely cut-off from the next department within the same company. THIS IS NOT A GOOD MODEL FOR PROVIDING CUSTOMER SERVICE, LET ALONE EXCELLENT CUSTOMER SERVICE. If this matter is not resolved by Vodacom, the ********** invoice not reversed by close of business on Monday 07/05/2018, this matter will be taken further. We will also NOT advise anyone to make use of the online shop upgrade facility, nor will we EVER recommend anyone to Vodacom, because Vodacom clearly does not even know how to spell Customer Service, let alone provide it.