vodacom poor service

Hello, I Zwikhodo Sumbulukwane from Thohoyandou Limpopo province am experiencing a problem with Vodacom. The details are as follows: • I took a 24month cell phone contract with Vodacom for a Huawei p9 in August 2016 which I was paying R558.50 • On the 23rd month July 2018 my contract was left with 1 month remaining. • Therefore I went to the nearest Vodacom branch in Thohoyandou Thavhani mall to do an upgrade during the 23rd month. • I was told that I was supposed to pay R350.00 once off fee for that old device and R300 for a new device during that month (July 2018) which I did at the end of July 2018 on the same day. • Upon receiving August 2018 statement, the statement indicated an instalment of R1277.66 was due which I queried and then the consultant logged a call with the customer care on 27 august 2018 as per ref: 1- ********** 922514 and I was told by the consultant who logged the call that there was a problem with my invoice since my contact was left with 1 month. • The consultant printed an upgrade quotation which then indicated that my contract has 4 months remaining. • This contradicted me because I only had a 24 month contract which now was then extended to be 28 months contract due to the invoice problem, the consultant told me to wait for 48 hours while they resolve the issue. • After 48 hours I received an sms saying advising that my incident has been closed. • On the 04 September 2018 I went to the same branch in Thavhani mall to show the consultant the sms to the consultant and I asked him to check if my invoice has been fixed but unfortunately it reflected the same information therefore he logged another call as per ref: 1- ********** ********** and I was told to wait another 48 hours again. • I received sms’s from Vodacom collections department indicating that my account is in arrears and that I have to pay R1277.66, I went to the store to enquire and the consultant told me to pay and I paid R950.00 • I received another sms indicating that I need to pay my account as it is in arrears, then on the 20 September 2018 I went to the branch to enquire about my problem and I was advised to pay the arrears so that they can fix the problem which I did. • Upon paying, the consultant called the head office to follow up on the logged calls and the call centre agent told the consultant that he has to do an upgrade reversal and re do the upgrade. The consultant told me that to re-do a reversal is a lengthy process so I was told to leave and come back the Wednesday 26 September 2018. • When I arrived at the branch on the 26 September 2018, the consultant was not around and the assistant branch manager told me she would call me when the consultant comes back after she has spoken to him. The consultant logged another call with head office • I keep on going to the branch day in and out to follow up on my query to check if it has been resolved and I’m being told that the head office agents are still busy fixing the query but no feedback is being provided to me. • On the 28 September 2018 I spoke to the assistant branch manager to print out the upgrade contract initiated in July 2018. I was told the computers are not showing my attachment then I left and when I came back later on the consultant handling my query was now available in the branch and he told me that my account is no longer financed so he is unable to reverse the contract and he logged another call with ref: 1- ********** ********** . • When I exit the store the assistant branch manager left with me at the same time and she told me she spoke to the branch manager about my issue and she continued to tell me that the head office agents are refusing to fix my account because the consultant concluded the upgrade being aware that he is supposed to fix my account first before proceeding with the upgrade.

With the above reference I am left frustrated and unhappy with the service I’m receiving from Vodacom. I have spent my time and money trying to get assistance but all my efforts were fruitless. Several calls were logged to the head office but unfortunately I am not getting assistance on my query and it turns out I am liable for the consultant’s mistake which now has coasted me time, peace of mind and money.

It would be a pleasure if Ombudsman intervene and assist me in resolving my problem further hence I wrote this letter to ombudsman.

Regards Sumbulukwane Zwikhodo Cell: ********** / ********** **********