Vodacom Fibre takes clients for granted!

The below email, with identifying information truncated, was sent to the complaints email (***) a week ago and no response!!! Vodacom Fibre has truly disappointed.

Good Day,

I would like to bring to your attention the unprofessional behavior of a member of your staff (He goes by the name Lucas; email: [******]@vodamail.co.za; phone: [******]). This individual has cost me a lot of time and money; leaving me with an unease regarding the personal information of mine he seems to not have used appropriately.

A synopsis of my experience is as follows:

· I was in the process of moving house and in preparation of that I was in search of a fiber provider · On Thursday, 29 April, I selected Vodacom from an analysis of providers on Fiber Compare. I chose Vodacom because I thought the process would be streamlined given I’m currently a Vodacom customer. · I was contacted by an Individual from Vodacom named Lucas to whom I conveyed my circumstance. He requested and received o My Contact information o My identity information o Details of the package I would like o Vodacom account information and o Copy of my ID · He then assured me that someone would get in touch with me either on Friday or the following Monday to arrange delivery. · Because I needed connectivity urgently. On Saturday 1 May it was brought to my attention, via the internet, that I am eligible for LTE. I walked into a branch and was told that it could only be done online because the process was initiated online · On Sunday 2 May, I called into Vodacom Fiber and they informed me that I don’t have an order on their system. I was shocked by this and grew increasingly concerned over what Lucas had done with my documentation · The following few days have seen no fewer than 20 calls to either Vodacom or Lucas. Whenever I reach the call centre I am sent from pillar to post with the bottom line being “There is not order on the system”. When I call Lucas o He ignores my calls o I call into the Vodacom call centre and they get him on the line or ask him to call me back. o On the rare occasion that I get through to him he says that he’s lodged it and I should expect a call back in “15 to 30 mins”. The call never comes. I have endured this loop for days · A week later and there is still no record of my order EXCEPT the order I just got created by manually calling in myself today

This runaround has cost me an immense amount of time and money. I now face the prospect of a further week with expensive data cost because of either incompetence or out-right *****.

I have been with Vodacom for over 15 years and I have never once received service like this. I think it is unbecoming and I sincerely hope this has not become the norm.

My two requests:

1. May the appropriate action be taken against this individual 2. May I have assurance that my personal information is with Vodacom and not being **********ly used.