Vodacom Customer Care: On how to lose clients and infuriate people.

<p>We have been loyal customers for the last 15 years. For 15 solid years each month our account was settled without a hiccup. Even though we had issues from time to time from your side regarding data bundles not being allocated properly, upgrade issues, dropped calls and some issues here and there with service you've always had our support (and money) without any issue.</p> <p>This month, for the first time ever we had bounced debit order - R50.00 short in the account from which our three lines are debited. It was my fault; I forgot to transfer funds to settle my R2233.00 portion of the account. On the 30 July the SMS comes through and I get a concerned phone call from Mom; "Vodacom Debit order bounced, R50 short in the account". I calm her down and say not worry. At this point I'm driving through a particularly ***** part of town but figure this is important to sort out; this is a 15 year relationship here, we don’t want to ***** it up. I proceed to stop on the side of the road and do a quick transfer via mobile banking app - pay and clear now selected - funds clear.</p> <p>Next I give Mom a call back, again reassuring her not to worry, and ask her to quickly phone both the bank and Vodacom customer care. Bank says Vodacom have to run the debit order again from their side, not a problem we think, we'll give them a ring. After navigating a somewhat convoluted IVR menu system Mom gets through to someone. The situation is explained and everyone is calmed down, not too bad it's only the 30th so not an issue. Confirmation is given that the debit order will be re-run, reference number given. Sorted.</p> <p>Or so we thought. Come Monday Mom figures it would probably be a good idea to check-up and just make sure all is in order and that the debit order will be re-run; I mean 15 years of loyalty is at stake here. Shock, horror and disappointment. There is no record of any request for resubmission of the debit order, no record, allegedly, that we had even contacted customer care to try and rectify the issue. Our reference number and phone record would prove otherwise we think but figure lets not freak out here; could just have been admin issue with weekend staff or something. The request is logged again, reference number received. Must be sorted now we think. </p> <p>On the 4th August we get an inbound SMS from Vodacom about the account still not being settled. Now we're getting a bit irritated here. Phone in again. Uncer*****y about whether it has been logged, advised to give it a day or two and see if it goes off, if not we can pay in-store before the 15th. The SMS also indicates that a reply of RESUB can be sent to resubmit the debit order. Automated we think, this should work; machines are good at doing batch re-runs. So we reply RESUB, get a confirmation response, third time's a charm we think. Let's give it till the 15th before we pay in-store in case we get a double debit. <br /> <br /> Now this is where the story becomes a bit more of a personal situation and takes a turn regarding something I don’t really want to write about, but for the sake of completeness I include it. On the 15th of August Mom has stroke and is in ICU. The last thing we can think of now is to check on whether a debit order went off. On the 21st August without notice, without a courtesy phone call our lines are suspended. Debit order didn’t go off apparently. Exactly how the F**** do you run a company like this? Legal aspects aside (which I intend investigate further) have you no professional courtesy or basic administrative competency? </p> <p>Now this is where it becomes simply absurd. I have since paid the account. In full at a Vodacom Shop the old fashioned way with the hopes that it is more inline with your administrative abilities. Apparently this isn’t enough, now that we are square and the account is settled you cant reactivate the account without speaking to the account holder. Mom still in ICU and so lawyers and doctors it is to get power of attorney document.</p> <p> </p> <p>It’s been 22 days since that first call from our side to rectify the situation. 22 days and a myriad of tough moments and stress on our side. We are still sorting administrative issues which could have been avoided had any of your debit order resubmit options worked. You may argue that it all could have been avoided has the debit order not bounced, Ill remind you of the 15 years. Once in 15 years. You F* up 6 times in 22 days.</p> <p> </p> <p>Consider the 15 years to be over and start preparing your postnuptial. </p> <p> </p>