VODACOM UPGRADE GONE WRONG -PATHETIC STAFF -PATHETIC SERVICE

Dear VODACOM

I trust that you are well ,because I certainly am not ,not after the service I received yesterday from one of your agents in the Upgrade section .

I received the call yesterday around 11am on the cell number *** date 12 February 2023 { I’m sure that this can be traced } .

The agent LISA calls and speaks to my husband regarding an upgrade on the cell number ***{ If you check this number, I’ve been a customer for 15 years }

So now they are speaking about the HAUWEI P50 & NOVA 10 SE ,

So, she gives a price of R559 inclusive of the watch so now I ask is there not a better price and is the charger and earphones included. LISA responds no those items are not included only the charging cable I say but that is ridiculous surely to keep me as a customer she can better the price or include the items and I tell the agent to refer the matter to her manager . LISA then tells me she is 2nd in charge and cannot do anything about it neither can her manager .

So Now LISA refers me to the cancellation department telling me I must call them and tell them to do a price match so I can get it cheaper . And my husband says okay fine we will call but can you give me a call tomorrow at 10am {Monday 13 Feb. 23} Her last thing was giving us the cancellation department number but also saying she will transfer us .

So now the call is being transferred to the cancellation department and the call gets cut as per usual for previous experiences . But now the call is cut, and the call has ended . Suddenly the phone rings again at approximately 11:17am on *** date 12 February 2023 My husband says hello, and no one greets back and starts hearing the very same agent LISA who he just spoke to now shames his wife and VODACOM CLIENT The agent says if she wanted free items why did she not just go to HAUWEI herself and come request this stuff . Making fun of me asking her to see if she can reduce the monthly amount or else, I can go to another service provider . She is now telling her colleagues of this stupid customer who does she think she is .

Only when I realise that somehow this call came back and this agent did not even know that the call came back to her ,because she either didn’t transfer correctly and did not end the call on her side . I’m almost she sure she didn’t log the call with notes on her side . If she did, I would love to see what she typed on the admin system . She was supposed to call back today at 10am its currently 4pm still no call .

I did some price matching for the HAUWEI NOVA 10 SE + smar****ch at MTN and can see I will get a better deal of R336 .00

In addition, I called the retentions department today {13 February 2023 } and spoke to LINCOLN and he said he can give me HAUWEI NOVA 10 SE + smar****ch for R398.00 So yesterday when I asked LISA she says R559.00 but I today I can get it for R398.00 SO WHICH AGENT IS LYING .

I am currently on a month to month and need an upgrade after the humiliation of yesterday I will not want to remain with VODACOM .

THE NUMBER LISA CALLED ME FROM WAS ***4 I TOOK A VIDEO OF PART OF THE CONVERSATION WHERE THIS AGENT HUMILIATED ME & MY HUSBAND {VIDEO ATTACHED } I WANT THIS AGENT TO BE TO BE TAKEN TO TASK AND I WANT A SWIFT RESPONSE ON HOW VODACOM WOULD GO ABOUT KEEPING ME AS A CLIENT

None of the agents whom I spoke to yesterday or today offered me a reference number for the call .

I have added in email addresses hoping that this is resolved within 24hrs as a minimum SLA .

Should I receive no response I will escalate this matter on much broader platform .

I can be contacted on *** .

Kind regards