Vodacom - customer service at its finest

Vodacom, your level of customer service is disappointing, “Further together is about our relentless spirit to progress”. Progress to what? A customer cannot even get an invoice, information or knowledgable guidance?

The duration of my relationship with Vodacom spans more than 20 years, multiple contracts and devices. As a longstanding client who diligently conducted her account, I believed that meant something, in an age where multiple service providers and products are available to a consumer. Unfortunately, Vodacom showed me it valued profit over people and long-standing customer relationships. Which is why within the last year I've been closing my contracts and porting my number to MTN.

Over the last few years, the level of after-sales customer service has deteriorated, and the level of inconsistency with processes and procedures is evident by the lack of knowledge when liaising with a Vodacom representative.

The most recent example is when I made a payment to settle the last portion of my devices, initially I was doing this on the advice from a Vodacom representative that paying up my devices would allow me to restart/migrate to a new contract which would better suit my needs. A very long story short the following has occurred since this: 1. Multiple Vodacom representatives, misleading, misinterpreting and misadvising of the process to follow. 2. Inadequate knowledge of how to proceed with this migration. 3. Unable to allocate payment after instructions were given and followed (July to date). a. To date I have received multiple invoices, multiple confirmations of what is paid and in credit and still incorrect.

And yet all I wanted was to pay my account and get a new package and device suited to my needs. What is even more concerning is that when my brother-in-law called Vodacom, he received a good package, yet I was denied the same. I was advised I do not hold the leverage as I no longer have the spend profile to justify these packages.

On top of this you keep closing my tickets without resolution or even contacting me.

I am hereby requesting that the corrected account remittance be issued, and we can proceed to cancel.

I'm disappointed at how easily you can discard a long-term relationship, however as I was advised I am no longer a valued client.