Vodacom pathetic service

Over a dozen houses in my area lost fibre connectivity on the morning of 6th May. I phoned Vodacom and logged the call. I explicitly mentioned that this was an area outage. Despite this, the person logged it as an individual house outage.

To date, nothing has been done by Vodacom despite over 15 calls to their call centre. Each time I call, I have to advise the consultant that it's an area outage and not just an individual house outage. And each time, the person acknowledged it and promised to update the case which they didn't do.

I then get told that the Nokia engineer is trying to contact me. Firstly, if it's an area outage, why does the engineer need to contact me and come to my house? Secondly, I've had no missed calls. No one has tried to contact me.

I finally managed to speak to a team leader called Vuzi. He advised that there was a 'wholesale link' outage. He took down my number and promised to keep me updated. Empty promises again because he didn't bother.

I then was able to speak to another team leader called Cheslyn Holmes. He was unable to help either. While speaking to Cheslyn, it became apparent that Vodacom has changed my email address on the system without my request or consent or knowledge. Cheslyn blatantly accused me of advising Vodacom to do so.

I've asked him to provide proof which I am still waiting for.

I have many questions

1. Why was my call not logged as an area outage despite me advising the consultant.

2. Why, despite numerous follow up calls, was none of the call centre consultants able to help

3. Why did the Nokia engineer claim he/she tried to call me?

4. Why, in the first place, is the engineer trying to call me when the issue is an area outage.

5. Why did Vuzi fail to provide telephonic updates despite promising to do so?

6. Why were my contact details updated without my consent? This is a KYC breach.

7. Why did Cheslyn claim I requested the contact details update without any proof?

8. Why does it take so long for this outage to be resolved?

9. Why is there a total lack of comms to ne, the client?