Vodacom Incompetence

<p>My phone was incorrectly blacklisted by someone at Vodacom on Tuesday 9 May'17 . I did not make the request. As I recently had to blacklist a phone, I know that one requires a case number etc. when making the request.</p> <p>When I phoned Vodacom Call Centre the first time on Tuesday, they said it will take 24-48hours to be resolved. I could speed up the process by going to a Vodashop, with my phone and the box. </p> <p>I went to the Vodacom 4UShop in Sandton the next morning with the box. Their verson was that I needed an affidavit from the police before I can make the request to Un-Blacklist. After a long argument, they ended up submitting my request regardless.</p> <p>On Thursday (11 May), the service came back briefly, but showed No Service again when a call came through. </p> <p>I phoned the call centre again, upon which the agent informed me that it can take up to 2 months, depending on the model of the phone.</p> <p>I still at this point have not heard back from the Blacklist dept. When I asked to be put through to the Blacklist dept, the call centre said they don't have access to put a call through to them, I can only email them. This I did.</p> <p>On Friday (12May), I had still not recieved feedback from the Blacklist dept. I emailed them again. In the mean time, the phone worked again, and cut out again when I received a call. I phoned Vodacom call Centre again, and this agend actually made an effort to assist. He again stated that it could take weeks-months to sort out. He phoned the Vodashop, but I missed his return call. He left a message stating it won't be sorted any time soon.</p> <p>When I phoned the call centre again to speak to him (asked for him by name), I was told that I ended up in CapeTown, and they don't have a person by that name working there and there is no way to find him again. This agent then said it will take 14 days for the phone to be restored.</p> <p>After all that I finaly got an email response from the Blacklisting dept, and they asked for the documents again.</p> <p> </p> <p>So a couple of serious complaints:</p> <p>1. How the heck was my phone blacklisted in error? </p> <p>2. How can Blacklisting take mere seconds to enable, yet an Unblacklisting can take (according to Vodacom) anywhere between 24hours to a couple of months). </p> <p>3. Why must I wait for so long anyway when I did not do the request and this is the fault of Vodacom -after I was able to show the phone with the original box to them.</p> <p>4. How the heck can Vodacom Call centre agents each have a different view as to the correct procedure and timelines involded.</p> <p>5. How the heck (when asked) can the Call centre agent no see on my profile that I have been phoning since Tuesday but only maybe when calls are reviewed.</p> <p>6. How the heck can the Call Centre not transfer a customer call to one of their own departments?</p> <p> </p> <p>This is by far the most shocking customer experience of my life. Vodacom does not seem to give a rats ass about their customers. If you are not a corporate customers, go fly a kite. Even if they caused the mess in the first place. </p>