Vodacoms Appalling Service

Good day

I'm writing this email to complain about the appalling service received from Vodacom over the past few weeks. Some feedback to you would include, bad attitudes, dishonesty – not honouring agreements, false information, complete lack of interest and disgusting communication/feedback standards.

Every single call made was futile, and these calls average at 30 mins each – having to repeat your story as it seems Vodacom does not make notes on the system and record references. We have spoken to roughly 20 agents in total, All with an admission of guilt, providing us with a false hope - promising to get back to us in an attempt to get off the phone – and miraculously we never hear from them again. Trying to call them back is impossible, and we have even been told there is no agent by that name. There is clearly no supervision or repercussions working in the retentions team – which can also be true as have heard on numerous occasions that they do not have team leaders or management. And those agents that do have managers, also seem to find them in meetings and unable to provide a name as that is completely against the company’s policy.

One agent even went as far and respond by email, Monica– also promising feedback and escalation and call back the next day – but once again nothing. At least one positive is that you are consistent in service– even if it's completely in the wrong direction.

Saturday Afternoon 22/05: Kevin Fraser called, at 15:56 promising the same, only difference he slashed the price even further, R60 for 1000 minutes and he was going to beat the R79 for 5 gigs data and get *** onto contract. Kevin had promised to call us Sunday afternoon, we called retentions as no call received and the consultant had us on hold for ages – she returned and said Kevin said. ”Don’t worry I will call you shortly” - Its Monday morning and still nothing. It's actually amusing at this point.

It's all fine and well, but pricing is not the issue here, it's not having a contract sim. Do you understand we trying to give you long term business?

We tried to reverse the port – and was told if we do this Vodacom would never accept our number again – as it looks like we busy with *****? Surely your incompetence is not ********** on my end.

At this point in time – we do not know if the port has been reversed to take MTN up on their offer We do not know the status of our query as no one gets back to us We requested a copy of our initial call with Sahier – not received as well Our reference ticket was closed and resolved???? 1- *** Requesting a new or current reference as this is required for the ombudsman

Please also be guided, I have requested for the reversal – as I cannot wait for Vodacom to decide to help me – we require coverage/minutes as this is used for work. In addition to that – Please also provide a cost to cancel my other line *** and ***. Also, within the household we have 5 other personal Vodacom contracts, and 1 business contract – I can assure you this will also be cancelled. I have a 14-yearrelationship with Vodacom and this is the service I get. Top management probably will not read/receive this mail – but I urge you to investigate the poor service . Kindly get back to me on the above points in red soonest. I would like to conclude this ordeal once and for all.

Reference numbers

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Kind Regards,

Chantal Caesar

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