Vodacom Canal Walk out does themselves with Pathetic Customer Care

Vodacom Canal Walk has out done themselves with the lack in customer care, pathetic customer service is an understatement. My recall of dealing with Vodacom Canal Walk: I was ******, on 25th July, my phone was ****** from me. On evening of the 26th July I went into Vodacom Canal Walk waited to be assisted, spoke to the guy with dreadlocks who was very helpful, asked him what the process was after the incident happend, he advised the following: the phone needed to be black listed, a sim swop needed to be done, then after I receive the case number and affidavit from the police, I would then need to fill out the claim form and submit it to them. After the phone was blacklisted, I left for the week. I came back to Vodacom Canal Walk on Saturday, 30 July, I did the Sim swop, got the claim form and left. I went to the police station to get the case number because their service as well is poor even after they reassured me that the case number would be sent to the alternative number listed. Once I had all my paper work ready, I went to Vodacom Canal Walk, I walk in, the assistant I would like to submit paper work for my claim, they gave me a ticket, and not long after then a consultant came to assist, asked how he could help me. I told this guy that I needed to submit my paper work for the insurance claim, you could see this guy was not focused or bothered that I was standing in front of him. I told him that I already filled out the paper work and asked what to do next, he then walks away to go and find the claim forms for me to fill out. By the time he gets back I show him that I have already filled out the paper work, but like i said he had no interest. He then said that unfortunately, the insurance lady would only be in on Monday and that he would get her to load the paperwork and submit it and then make contact with me, I told him that I was reluctant to be leaving my paper because of what happened earlier this year with claim one. He reassured me that it would not happen again. Little did I know that was a bunch of lies. Come Monday 01 August, nobody called, no sms received nothing. I thought let me leve it maybe this time things would be different. I left it for a week and decided to call in on Monday, 08 August. I called to speak to the insurance lady and I explain to her and she asks for my claim or reference number and I tell her I have not received one so she asks for my number to check the system and sees that there is only one claim which was submitted in May this year. Im shocked and my first thought is that they lost my paper work, the unbothered guy lost my paperwork. She asks me who I handed my paper work to and I explain who the guy is, how he looks because he didn't have a name tag, wasn't phased to be assisting me and he didn't introduce himself. The lady said she might know who it was and then said she is going to confirm who it might be and then call me back. Being weary that it was a public holiday the following day, I called back again in the afternoon asked to speak to the claims lady but she was on lunch, okay fine I called back just after 16:00 and the lady had left for the day, I asked the guy if there was a manager to speak to and he said yes but they were not available, So I asked if they could find my paper work and I would come to fetch it the next day and take it to another branch. The next day, Tuesday, 09 August, I came into Vodacom Canal Walk, asked to speak to someone regarding this claim, they said unfortunately we will have to wait till the next day once the insurance lady was in, as she doesn't work on weekends or publicholidays. A few days later, a gentleman, from the branch calls me, because obviously by now the branch had been notified of my review which I had written. This guy tells me that they have found the paper work, they can see that the possible reseaon for the delay is because my insurance information had not been updated but not to worry, they would update it and then notify me once the claim is entered. I received no communication further then that. I went into to the branch on 01 September to find out what is happening, to my luck no consultants were available expect for the assistant manager, named Julian. I explained to Julian that have a have two queries, one about the debt order and then the second, me questioning how to expedite this ongoing process. He asks me what the problem is, I explain the whole situation from day of blacklisting my number to handing my paper work in to paper work being lost and furthermore not communication. Julian asked me if I received a reference number, I explain that I had not receive any further communication since the guy called me and said that they found the paper work and that they would be working on processing the paperwork and fixing the insurance problem. Julian then checked the system with my details and only could pick the claim from May. Of course I was not surprised that nothing had been done further to the conversation that apparently paperwork had been found. Julian also explained that my insurance details had not been updated as said it would be. He explained that I would need to come in the next day, he would get the guy I handed my paperwork to find it and have it ready when I come in. I told him unfortunately I'm not going to take off work to come in and sort out the insurance and claim paperwork, I asked if there was not another way this could be sorted out as I would not take off work just to go through this process again. He advised that the insurance is open on a Saturday from 09:00-14:00. I then come in on the Saturday and ask to speak to Julian, at the time he was already busy with another client, I said I would wait as I would rather deal with him. After a while, Julian was still busy so someone gentlemen asked to assist me and I explained the whole situation to him, to my luck we sat at the counter where I handed over my paper work to the guy on the 30th July. I told him the guy that was sitting here is the one who I gave my paper work to and provided inaccurate information. He said he knew ows the guy and his name is Ahmed. He tried to call Ahmed on his cell as he was not in work but did not answer. So the gentlemen said the following, he can update my insurance information however, because of the date of the incident and the date that I will be " now lodging the claim" the insurance might not cover it. He said he is going to to try to get Julian to over ride this but there is a chance it might not work. He goes to speak to Julian, Julian finally comes over to the counter says they going to have a look again for the paperwork, the gentlemen helping me and Julian go to the back store for a few minutes, the gentlemen who was first assisting me comes out first comes walks straight pass me, has a look of disbelief on his face. Julian then comes out the back and to the counter, blames me for not knowing who and when I gave the paper work in and for not having accurate information and tells me there is nothing they will do.

Vodacom Canal Walk, check your cameras I came in on 26th of July 18:30-19:00, twice on the 30th of July first in the morning and then in the Afternoon to hand in my paperwork. I came in again on the 9th of August to find out what was happening and then again on the 1st September and then the lastly on the 3rd of September.

I am paying for a phone I don't have ( oh by the why one of your staff - check on the 3rd of September stopped to assist and he said to us that what I'm paying for the service - I mean what service, how pathetic), your Vodacom Canal Walk staff have proven not to be trained correctly, I the client am because blamed for your staffs inadequacy of dealing with clients, because of your staffs inadequacy of providing clients with the correct information.