Vodacom Contract Dispute - Partial Resolution - Poor Service Call Center and Shop

<p>Hi,</p> <p> </p> <p>First off my issue with my contract was partially resolved and this letter details the issue before, during and currently after partial resolution.</p> <p> </p> <p>All started on the 21st of May. My wife received a sms informing of sim swap on the number. Of course, we did instruct such. So due diligence, I contacted the customer care on the same day. Customer Care said no sim swap has been instructed and said everything is fine. So accepted and moved on.</p> <p> </p> <p>Few days later, Sim card did not work at all. So called the call center and asked as to why. Customer care said that the number in question did not belong to me. At this point, I was very irate and argued around 10 minutes with the consultant. At a point, I asked to speak to the supervisor. He addressed me as another customer, which made me angrier. So I told he is stupid and showed no imitative to assist any further. He continued to push me to contact a store instead. I asked "the solution in store is no different to the solution that the call center should give." Of course I rated the service "0."</p> <p> </p> <p>So after approximately 30 min on the phone with the call center, I decided to go the store that I opened the contract with (Vodashop Westwood) on the same day. I discussed with the consultant who I opened the contract with (Thobisi). He looked at past contract numbers on the system and found it strange that the number in question has 2 owners. He asked to come in the next day but I advised I was leaving for USA the next day. He went on to tell me that when I return he will have a solution. So I said that is fine and left.</p> <p> </p> <p>Upon my return to RSA, I duly returned to the store 09th June at around 5.30pm. Thobisi said it is a bit late and asked if possible to return the next day at around 1pm or so. I said that is fine. I returned the next day to the store at agreed time. I waited for Thobisi to finish up with his customer who was there prior to me. After 30 – 40min of waiting, Thobisi eventually got to assist me. Thobisi then went unto the system to check history of contract number in question. He said that “I have not been paying for any contract” and I should have proof of payment in regards to an invoice. I said “as a customer if the agreed amount of contract is been deducted then you automatically think you been charged correctly for the contract signed up.” He went on state that “you are not paying for any contract on both (number in question) and (another that I can’t recall). This to me is questioning my integrity and almost a direct defamation of character as a customer. This made me angry; I told Thobisi that “he never should state such things cause you never who others know.” At this point, he and I became defensive. But as a customer should my voice not be heard first then the supplier to reply. At this point, I asked him to look at my payment history to determine if I have been paying for a contract. He realized I did and proceeded to visit his manager for some assistance. Bear in mind, I was in the for at least 1hour and 40 min. I waited for at least another 10 min for Thobisi to return. He said his manager said I need to do a sim swap on Number in question and pay R63.00 to activate this. I asked if the number don’t work what must I do. He said it will work and the other customer will have to raise a dispute to stop the number. At which point, I paid cautiously as I did not nothing wrong and have been victimized through the process. This is a real slap in the face. He said his manager and him will investigate further and will call on a solution duly. Before I left, I left my details for him to call and provide feedback.</p> <p> </p> <p>On Sunday, I called the call center once more to provide invoices on my existing contracts with Vodacom. They did email the invoices. Surprise, surprise the number in question was indeed been paid by me.</p> <p> </p> <p>On Monday, upon return to work on the 12th I contacted the store to inform Thobisi around the invoice. He was not available and left my details for him to contact me back. This did not happen. I called the store once more on Tuesday to speak with Thobisi, he was on leave. I asked to speak to the manager, he was also on leave. I eventually spoke to Faiza (Supervisor of the Store) and explained the whole scenario once more. She said I should come to the store on Wednesday, which at this point it is an inconvenience as I have been to store 3 previous incidents and no resolution. She said to email the invoice and she will ask the store manager to advise on the feedback. I duly obliged. She said Devan or Thobisi will contact me the next day.</p> <p> </p> <p>I waited for feedback the next day and surprise again no one contacted me. I again contacted the store and eventually contacted Devan (Manager) and asked for feedback. He eventually said that due to change in system, my number somehow got mixed up. I said that is all I wanted to hear. I went on to say that the whole process I feel victimized by the store and call center. He said he will get back to me and provide a solution. He duly did and said the number only belongs to me.</p> <p> </p> <p>Now, the number is working and the contract seems to be back to original contract signed for. However, prior to this incident, the number in question had +-R200 airtime balance. Now it is +-R63.00. I mean, I now have a contract where as a customer did not receive what I signed for.</p> <p> </p> <p>I am looking forward to your call. At this point of time I feel like closing my existing private contracts. Vodacom your service in the last 6 months is way below par.</p>