VODACOM is useless............

Hi

Fiber was recently installed in our area which is Mayfield Park. My husband was approached by a gentlemen from 3x.com who was selling the Vodacom fibre contracts provided my husband with the forms. We happily completed the forms, including the additional documentation requested, and e-mailed them through to 3xcom (Ashwin). An approval quotation was then e-mailed to my husband which he provided acceptance and approval for. The sales order was created on the 19/03/2019 and they advised it was approved on the 26/03/2019.

Today we call the contact center ( ********** ) to provide info on progress. Now this was a story, the sales department cannot pick up any information on SO number and is apparently not allowed to use ID number and transfer us to technical support. Technical support cannot pick up info so they transfer us back to Sales. And this happens about 3 - 4 times, up and down between Sales and Technical support. So if someone can please train the contact centers for one which clearly don't know what they doing.

Eventually the one lady phones my husband back and advises that the vetting was declined. So a simple question was asked, Why was it declined if we were advised it was approved? Not ONE person can advise why it was declined. No company in this country can tell a client something was declined and not give a valid reason. This is not even for a credit facility, it's for a MONTH TO MONTH contract????!!! According to NCA when you decline a customer you need to provide detail and a valid explanation why a facility was declined. And in this case it does not make sense as initially we have to pay nearly R 1000 cash out of our pockets anyway.

So please, can a manager or executive from VODACOM please contact us with the following information:

1. Why was the facility declined if it's a MONTH TO MONTH contract whereby we have to pay nearly R 1000 out of our pockets initially anyway? 2. Why were we asked to except the quotation and told it was approved? 3. If it was declined after, why were we not contacted? 4. Please provide exact detail as it was declined as we will not except the excuse ''declined by vetting'. This is not a customer centric/friendly answer. You need to provide feedback in plain language and not corporate jargon.

We look forward to hearing from Vodacom soon. And if not, we WILL take it further to news24 and newspapers if need be as I have never had such frustration. First, they beg you to take up business with them, and when you do they just cause you more frustration that you just don't want to ever again.

Thanks and Kind Regards Mr KS Talbot & Mrs TN Talbot