Vodacom worst service and simswap

Good Day Firstly I would like to state how absolutely outraged I am with Vodacom, the level of service, the inability for such a huge organisation to not be able to hold up their end of their contractual obligations. As a consumer it is with regret that I label this organisation as the worst Telecomms network provider and that its service providers are just as useless in their feeble attempts to do anything. Having worked at Vodacom once upon a time it is sad to see the degraded state of the company it can no longer herald it self as ethical at all and the Vodacom way now stands the worst way for customers I start my journey in March when my contract (which consists of 4 lines) was suspended due to late payment. On Thursday 02 April I made payment and only 3 of my lines were reconnected within 24 hours except my primary number, 082*** ***8 I then contacted Vodacom by dialling 082 135 where I was told that they could not view anything on my account because *** had to open the account for them to have access so they could not help me. I was referred to *** they explained that although the account was not up to date they had to unlock the line on the system and said it was unlocked..… That Friday when I got through to *** they happily told me my lines were all open and that everything should be fine within another 24 hours, I gave it 72 hours since it was the weekend during lockdown. Monday came and my line was still not working. At this point I called 082 135 and they said everything was fine on the line and although I had not taken down the details of the agents I initially spoke to I should have. I had since then called 082 135 a number of times and started taking down names of the agents. On the 16 with no response as to why my number was not working and with no one able to give me a response I started taking down the following details and logged a complaint/ service request. I need to highlight that at this stage no mention was made of a simswap as a solution

My first service request is S-BNW2 J-J4TVV – refers to compensation which I still insist that I be compensated for the fact that for the entire month of April ( till and including today still no service yet the account is up to date) I had no use of the service for which I had paid… Second Service Request : A9-79VK-7NRS these requests were logged with an agent named Ntombizodwa Mdima from Merchants JHB branch whose Team Lead was someone named Sweetness. Since there was nothing she could assist me with she logged this complaint since Vodacom already has my email she confirmed it and said that it can take up to 7 days for resolution and I even gave her my alternative number. 7 days later no email no call but when I called back I was told that I had been sms’d and that I will not be reimbursed and that all the agent can see is that the query had been resolved? Upon questioning them about when the message was sent, I was not given an answer, to which number was the message sent, they could not supply any of the details pertaining to any of the actions they “supposedly had taken” I asked to speak to a supervisor. I had spoken to a person named Lebo and and Mpho Mnisi who again were escalating the same query with no resolution by the 16 April I was as frustrated and again called in to hear why no one had gotten back to me and why my simcard was still not working. I had spoken to a Team lead called called Sweetness and later had a 1 hour call with SK who was escalating my query to the back office and could not state what he would do in as far as a follow up or verify if my query was resolved from that nothing came out. Upon another call to 135 and very many frustrated days in between it was suggested I attempt a simswap in order to fix the problem…. In as much as I had an issue having to pay for a simcard which was not working of no fault of mine I waited till lockdown eased to level 4 and went into the store to do a simswap. I went to the Vodacom store at Westgate (regardless of my promising myself never to put my foot in that store again due to previous service and ethical bahaviour of the staff there.). I was assisted by a staff member named Lorenzo who at first was saying that the simswap was not going through and that he and his manager Chad were over riding it. I left them to complete their override. Upon returning to the store ( 20minutes later) I paid for the simcard and was told that they had escalated it and that the simswap would go through within 24 hours. He even gave me a copy of the simcard and the number *** to call if its not active and an email…. Upon calling *** the following day I spoke to a gentlemen (cant recall his name Sameko not certain) besides him calling me my lady ( totally unprofessional) he said no attempt had been made at a simswap and that I needed to go back to the store as he could not help me do or activate the simswap. Upon asking to speak to a superior I was transferred to the 082 135 line ( how professional) I had a chat with the agent @ 135 and she told me no notes were left no simswap attempt and when I gave her the new simcard number she too could not perform the simswap ( even had to tell her to find the number on M2 not C3D) she told me to return to the store as the simcard was faulty. When I arrived back at Westgate I informed Lorenzo and was very irate that his colleagues at Vodacom said no simswap was done.. The conversation went south and I walked out of the store with a refund and left the simcard there. I gave it a few days incase the system was slow and for me to calm down. On the 13th May I made a late payment because I knew that nothing could be done on the account unless it was paid up to date. On the 19 May I went into a Vodacom shop at Horizon view and explained that the previous person had had difficulty doing a simswap. The staff member named Micheal who assisted me assured me that on the system everything was alright and that my simcard which he issued me would be active within 4 hours. I gave it 24 hours and called the store. I was told the override story and the next day I was told that there was a pending simswap that’s why they could not override it, They asked me where I had done the previous simswap and I told them Westgate. They informed me that they were emailing the store and that they were escalating the issue. On Friday the last I heard was that Westgate store was not responding to them but that they were working on it. I had called them ( Horizon) countless times over the weekend and even today the number I was give just rings ( for horizon). As a customer I have been inconvenienced and it is extremely unfair and ********* to say the least that as of today I am still without services and cannot use the simcard I had paid for. In terms of my contract I am supposed to receive services paid for by me, from Vodacom and to this date I am unable to use any service and all avenues of contacting and reaching out to Vodacom from my side have been futile. Since this is the case I forsee only 2 options after having my service reinstated. 1 Vodacom cancels this contract with no penalty or outstanding amount from my side or They simply give me back the 2 months paid for with no access to the service not by extending my contract by 2 months but by giving me 2 months paid up during the duration of the current contract as I have held up my end of the contract an Vodacom is in breech of contract. Vodacom truly has no ethics and is the worst network provider in terms of both service and network quality.