Vodacom support is terrible

<p>Hi,</p> <p> </p> <p>I have been a loyal subscriber to Vodacom for years, I have never been on another network.</p> <p> </p> <p>But unfortunately after the experience I had in the last month I'm going to cancel my subscription with them.</p> <p> </p> <p>I came to them with a simple issue, my account accidentally went into Out of Bundle when unbeknownst to me one of my devices decided to download a massive update. Basically my data bundle ran out and Vodacom starting billing me at out of bundle rates.</p> <p> </p> <p>All I wanted to achieve is find out how much Out of Bundle I went, and then purchase the equivalent data bundle and have this Out of Bundle usage purged from my account. As you know the Out of Bundle charges are ludicrous.</p> <p> </p> <p>So i'm not disputing the usage, I simply wanted to confirm the charge from a Out of Bundle rate to a in bundle rate. This was done for me before, but for some reason Vodacom are unable to grasp what it is I'm telling them.</p> <p> </p> <p>One Agent wants to cancel my account, the other says I shouldn't use my internet for the rest of the month as it will just get more, another one wants me to buy additional data, the other one wants to log a request because I "dispute the data usage".. which isnt completely accurate but it was the closest I could get after 1h30min on the phone repeating the security questions at least 7 times. Being transfered from Customer Care, to Solutions, to Cancellations back to Customer care. It was one of the most frustrating experiences I had in my life. But at least I had a ticket logged an I was assured it will be resolve between 48 hours to 5 working days.</p> <p> </p> <p>After a week I had no feedback (big surprise) so I decided to go through the painful route of calling them again. After struggling abit I spoke to someone that told me what they requested wasn't what I am explaining to her right now, they are just checking where the data usage came from. She offered to open up a second ticket, and said she will update the old ticket with what I am asking for. Again i'm suppose to wait 48 hours to 5 working days.</p> <p> </p> <p>Two weeks go by as I get busy, no calls from Vodacom zero F@#$s will be given. I call in again asking for feedback on my two reported tickets as its a week away from the debit order and I have had no feedback at all.</p> <p> </p> <p> </p> <p>First agent answered the call with a sigh and didn't sound like he had any intention to help me out, he didnt even bother asking me for any details just said he will forward me to the solutions department. When I get there someone picks up the phone and mutes me.. then proceeds to wait for me to hang up the call. I get upset I decide to call in again and ask for a manager. I explain to the agent that I'm not upset with them but I need to speak to a manager to get my issue resolved as I am not getting any help. She asks me to give me my details and explain why I want to speak to a manager.. I start telling my whole story as patiently as I can (as I know she is just trying to help).. and when i'm done I realise she muted me also. I stayed on the line for another 5min or so hoping she would come back.. but at the end I was wasting my time so I had to call back.</p> <p> </p> <p>I call back again, and ask for a manager. This person just says its fine they will put me through to the Solutions department. This is where I ask them is that where the manager is? they assured me it is so they put me through.. and guess what the line goes dead again.</p> <p> </p> <p>Now I call back obviously frustrated but i'm not making any progress because the service level at Vodacom is to pathetic no one is even willing to assist me.. even if I remain calm. </p> <p> </p> <p> </p> <p>But I fight the urge to absolutely lose it with the next agent as I know i'll just be disconnected again as that seems like Vodacom's favourite pass time.</p> <p> </p> <p>I explain my situation to the next again, I ask them why does everyone keep wanting to transfer me to solutions. I want to understand what the purpose is of the departments. She explains to me and said I need to speak to them. I ask her (actually pleaded) to please do an attended transfer, make sure another agent picks up and put me through to someone that will actually help. To her credit she does and I finally speak to someone in solutions.</p> <p> </p> <p>I eplain my situation again, I ask for feedback on the request and she reads out the updates for me. Turns out they tried to "call" me at some point and didn't get an answer and then proceeded to close both the tickets. Now obviously i'm beyond frustrated hearing this, its a week away from the debit order and now I have someone telling me that they need to open up a new ticket and its going to take 28 hours to 5 working days for someone to get back to me.</p> <p> </p> <p>I explain to her my frustration and how shocking my experience has been, but she says she can't do anything but just open up another ticket. I asked her to update the ticket and explain to them it needs to be resolved this week. (I know its not going to be but what can I do).</p> <p> </p> <p>So that is where I am at the moment, three weeks later and no resolution in site. I'm not expecting them to call me this week, and even though I dont know where to go I am going to go to Vodawold and try and speak to someone face to face to try and get some progress as Vodacom as the worst call centre of any company that I have ever dealt with. Its really pathetic.</p> <p> </p> <p>I decided to log this on HelloPeter even though i'm sure there are millions of these types of stories. But I had to vent it some how.</p> <p> </p> <p>I'm honestly going to cancel my services with Vodacom after this, this whole experience was shocking and its sad to know nothing is going to happen to change it.</p> <p> </p> <p>All I can do is voice my frustration by taking my money elsewhere.</p> <p> </p> <p>Regards,</p> <p>Stephan</p>