Vodacom - Worst Application Process!

Generally, trying to sign-up with a network service provider is unpleasant but with Vodacom, this process is even more excruciating.

I am an existing Vodacom customer in both my personal and business capacity. I have never defaulted on any payments and I am a really low maintenance customer.

I've recently been trying to take out another contract with Vodacom. I've actually completed the online process about 6 times as confirmed by a consultant on the phone earlier today (based on the number of profiles Vodacom has created for me). This show's how many times I have submitted an application online, received an email with a reference number notifying me that someone will call me back to complete the application, submitted supporting documents and received no response from Vodacom.

I attempted this process again last night and made a concerted effort to contact Vodacom via their Social Media channel (Facebook) in the hope that someone gives me some sort of assistance. A few hours later after some substantial back and forth messaging, I was asked to resubmit my documentation to a separate email address - which I did. I then received a message confirming that they can see my application on the system but shortly after this an email came through saying that they cannot see my application and I need to confirm more details. I then received a call from Vodacom and after some digging, my application was found. It just does not make sense how one system can give so many people different information.

I've finally received an email confirming that my documents are only now being sent to their back office for processing and then I will be notified of the outcome of this application. The manual work required from a customer just so Vodacom can process an application is ridiculous - don't ever trust that an online application will be processed efficiently because it won't. You will be required to email and call multiple times before you're acknowledged.

In general, the Vodacom consultants seem to be uninterested (I wish Vodacom would go back and listen to all the interactions I've had with their agents to understand what I mean). The last consultant I spoke to was extremely unprofessional, kept sighing on the phone etc.

The overall lack of professionalism, general disinterest and unwillingness to help from Vodacom is really disappointing. I am sure that I am just one of many customers / potential customers who share these sentiments.

I am waiting to see how this new application plays out. I only speak to Vodacom when I need a new contract so that's when the service levels are important to me. I don't mind if Vodacom is not helpful in general but at least try to make a good impression when it comes to potential new business!