Vodacom ECLO escalation FAILS

Vodacom - The role of the Senior Consultant: ECLO, is to own and ensure resolution of all customer escalations from the CEO’s office within the stipulated timeframes and SLA’s. To conduct root cause analysis and manage trends to implement process improvement throughout the business. to be accountable for end-to-end resolution of customer escalations.

Unfortunately you have failed on all aspects of this description: 1. Time frame, we are almost two weeks later, still no resolution after multiple follow-ups 2. Severe lack of response and sense of urgency to resolve 3. No apology for the for the inconvenience caused 4. No attention to detail even after stipulating and breaking the problem and required resolution into simple steps - even after this, still no comprehension and feedback 5. When escalating via social media, we are patronised as we are told to be patient as someone will reach out - nothing has happened. 6. I requested an escalation to ECLO as Xoliswa was ignoring our emails, social media had promised to send nothing received days later.

Should I not get a resolution the next step is ombudsman.

Please ensure a new ECLO representative is afforded an opportunity to resolve, should I not get a resolution by Tuesday COB - I will proceed with the ombudsman. Previous references will be provided on request.