Vodacom unable to blacklist my ****** handset

<p>My mobile phone was ****** Monday evening the 23rd January, as soon as I could I called the Vodacom customer help line to block the line and blacklist the handset so I can get the 'ITC' number their insurance division requires to start the process.</p> <p> </p> <p>First phone call was quick and efficient, the young lady who assisted was extremely helpful and courteous. However when the confirmation SMS came through to give me the 'ITC' number, there was a digit missing from the handsets IMEI number and the 'ITC' reference number was blank. Accidents happen so I called the customer service centre back, only to give them the same details again and after two failed attempts and 45 minutes later I was told that they cannot blacklist the handset as their "systems have been down for 2 weeks already and they are unable to blacklist the handset".</p> <p> </p> <p>Needless to say I was rather angry as I now could not start the process of claiming for a new handset. I found out that one could send a mail to: ********** and they would address my situation promptly. Needless to say, it is now 4 days and 2 emails later and still no resolution to my dilemma.</p> <p> </p> <p>Having said that, a very unfriendly representative from the "CEO helpdesk" contacted me on Wednesday evening the 25th January. The representative vehemently denied the fact that their "systems were down" and promised that the situation would be addressed immediately and all the relevant information would be sent that same evening.</p> <p> </p> <p>It is now Friday the 27th January and still no response! It is a joke that one of the largest cellular providers in South Africa are unable/unwilling to sort out an issue as serious as this. It is also majorly concerning as how many people are experiencing the same issue as I am and are ,as a direct result of Vodacom’s' inability or lack of interest, unable to claim for a new handset for which we pay top premiums. On top of the monthly contract premiums we pay a hell of a lot of money to have the handsets insured and after service like this Vodacom still expects me to pay a massive amount of money for excess on the claim? I think not!!</p> <p> </p> <p>I have mentioned in my previous email messages to this supposed "CEO Helpline" that I will be posting my complaint on this forum and they are obviously not concerned with, or afraid of bad publicity . . .</p>