Vodacom - Horrible Customer Service

On Saturday evening, 21 October 2017, my dad's cellphone got ******. I immediately contacted Vodacom on his behalf to block the phone and the sim card, so that the ***** cannot use my dad's data / airtime etc.

On Sunday morning, 22 October 2017, we visited a Vodacom shop in Alberton to do a sim swap, because my dad wants to keep his number. All good and well done, we got the new sim and were told that the sim would be active from 12h00 pm that day. What a load of bull! 12h00 pm came and went, and the new sim was still not active.

On Monday afternoon, 23 October 2017, the sim was still not active despite restarting the phone numerous times as told by Vodacom to do. Whenever we try to phone out, we get the same message "your cellular service has been suspended" over and over again.

So on Monday evening I telephoned Vodacom again, explaining to them for the 3rd time that my dad cannot make calls etc. Despite telling us that they have "resyncronized" the account and everything is "fine" on the system, the service is still deactivated by Vodacom.

I then get told by the Customer Service Consultant (082 111) that they have to "log a request with the technical department", but it will take 14 working days before we will get any help from them. I cannot believe that it needs to take more than 2 weeks for Vodacom to help its customers. It is completely and utterly horrific to say the least. Considering that my dad has to pay top dollar for the contract, but now because Vodacom's staff cannot get off their damn tea breaks, he has to suffer and pay for a service he is not allowed to use. I highly doubt Vodacom will reimburse him for the time lost, not even to mention if my dad has an emergency and now cannot contact anyone for help.

I specifically requested the Manager of the Vodacom Customer Care Line last night to ensure that I have feedback from the technical department by 12h00 pm today, 24 October 2017 (which she promised she would do), but oh look, 12h00 pm has gone and went and NOTHING has been done.

The rate of service Vodacom provides to its customers is highly unprofessional and completely unacceptable. The sad thing is, Vodacom used to be a good service provider, but they have really become one of the worst service providers lately. The level of incompetence is shocking.