VOdacom Incompetence

Dear Sir

As you have no complaints section on the Vodacom website, it is very difficult to make one’s voice heard and receive assistance. What is the reason for this?

I spoke to your Helpdesk (in KZN) and was assisted the application for fibre. The documentation showed my address was captured incorrectly and I advised the Helpdesk. I noticed it had not been changed when I received Vodacom notifications re the next step. I contacted your Helpdesk again and spoke to >>> who said that she would forward the correct address to >>> via e-mail.

RAM courier contacted me on 15 July to advise that they are at my home to make a delivery. It turns out they were at the incorrect address >>> I advised them the correct address and they delivered a router to me. I noticed that there are two addresses on the Vodacom Tax Invoice. The invoice address is >>>>>>, >>>>>>>>. The Delivery address is >>>>>>>>>>>>>>>>>>>. My actual address is Number or Unit >>>>>>>>>>>>>>>>>>. I receive a call from Octotel shortly after the delivery of the router who advised me that there is no Octotel fibre in my road and they have no idea why Vodacom advised them to install. She indicated that she would contact Vodacom management. I called the Helpdesk and this person could hear the conversation with Octotel. I asked Vodacom what I should do with the router and clearly the fibre company had to sort out what was going on before anything could happen.

The next day a man called me from Vodacom to double-check my address and finally said he now “gets it”. I was hopeful and thought it was sorted.

I have not received any communication from anyone. I phoned your Helpdesk this morning and was informed that no progress was showing against my order number and my address still shows incorrectly on your system.

I was also advised that they are not allowed to give me the project manager’s details. I therefore cannot contact him.

I was told I could contact the manager in charge of the fibre and installation department, but it was confirmed that he would not be aware of my situation as it does not show that it has been escalated. I e-maled the manager in charge of installations on Friday and am still waiting for a response. I contacted Vodacom customer service this morning and the number they sent does not have options that relate to a customer care issue. It all seems to link to sales or cellphon issues??

Please advise what is going on and when will this incompetence end?????

I need to know if you are able to do this installation and when?

Estelle Murray