Vodacom fiber

Subject: Formal Complaint - Extremely Dissatisfied with your Service

Dear Vodacom Customer Service,

I am writing to express my extreme dissatisfaction and lodge a formal complaint regarding the appalling customer service I received from the 22 January to sate that I'm writing this review. I am a new customer and haven't used your services before, but i was sold btly your fiber adverti*****tamd what was explained to me during sales stage. However, as from the day of taking out the package my experience has been utterly unacceptable and frankly, insulting.

I contacted your [support team, sales team, technical team, & cancellation team] regarding them failing tonjmstal my fiber as agreed, and since then ive been sent from pillar tobpost all the while spending alot of money on airtime. Instead of receiving assistance, I was met with indifference, incompetence, being put on hold, being given incorrect information, being hung up on and frankly no resolution. At sale stage I Spoke to kat, who then told me i would receive a link to set up an appointment for installation and i did that, boweverbon the said daye nonone called to cancel or give me another date (I had canceled my appointments for the day). I call later that day and was told I could not escalate as I had to wait for 24 hours to pass before escalating, indeed I called the following day and I was now told that the self booking system doesn't work and I'd have to wait 7 to 14 working days to be contact by an installer to set a date (meaning from time of sale to the day the device is installed I could possibly wait for more than the 14 working days). I have since made numerous calls and the story changes everytime, I even called to cancel the pack but that too seems like a mission, I requested for a copies of all the recorded interactions I had and I'm still waiting to see if I'll get them as I'm knowbim entitled to request for them.

This is not the level of service I expect from a reputable company like Vodacom. I am incredibly frustrated by the lack of professionalism and the complete disregard for my time and concerns. I have been left without wifi connection ( which i belive i could get from your competitors, and I have wasted several hours trying to resolve this issue.

I was lookimg forward to being your client, but by the looks of things I expect things will be even worse should i have a technical issue or something of that sort. I am deeply disappointed and frankly, considering taking my business elsewhere.

I would request a full investigation into this matter and a sincere apology for the unacceptable treatment I received. Failure to address this complaint adequately will leave me with no choice but to escalate this matter further and consider alternative service providers.

Sincerely,

Tshepo Moromane.