VODACON-ARTISTS AT IT AGAIN. FAILED SERVICE DELIVERY! FAILED PRODUCT DELIVERY! UNRESOLVED AFTER MONTHS!

BELOW THE UNRESPONDED TO EMAIL SENT 7:16am 22 December to **********

I am one of the highly frustrated customers who did not receive my Beats EP Headset with my order. Please see the full scenario below.

I placed the order on Friday. With next day delivery, I should have received it on the Tuesday. I escalated the matter with 2 separate consultants on Tuesday, 18 Dec. One went as far as to lie to me and stated “because it was after 12 I get 3-5 day delivery” - this is not what your website, or MY INVOICE states (see attached). Both said they would inform the warehouse to dispatch urgently.

Regardless of the fact it was meant to be here earlier, the phone only arrived today, 21 Dec, without the Beats EP Headset which I desperately wanted to gift for Christmas. I spoke with more than 6 consultants today and up until Munsamy, none of them could assist me.

This was extremely frustrating after waiting up to 20 minutes for each call DURING MY WORKING HOURS, to try get what I ordered. I get told things like “the supervisor is in a meeting” and when I phone almost an hour later, and speak to a different consultant, I get told: “they JUST went into a meeting”. If this is true, how many meetings does this supervisor have and if so many, why is there only one supervisor on duty. Staff being on leave is not an excuse for such a LACK OF SERVICE DELIVERY. It was agonising trying to be polite to your consultants when they continued to lead me towards dead ends instead of solutions. There should have been more supervisors on duty to actually assist.

To me, the even more serious issue is that I actually waited 3 months to get this phone. I initially app**** for a Vodacom contract at iStore and was rejected because I had missed debit payments. However the reason I missed these payments is because I was invoiced on the My Vodacom App incorrectly. The amount which reflected on my statement and the amount which Vodacom was attempting to take from my account was not the same. As a result I have had to pay penalty fees to both my bank and Vodacom. I was listed as a High Risk client with Vodacom even though I have been with Vodacom for over 10 YEARS and was “P7 status” for a second line. On top of that, I can no longer use my bank card to place orders online because it seems my bank thinks I’m high risk too now....again all this is as a result of Vodacom errors. I have been informed of the IT issues you are experiencing.

This ended up costing me a lot of money and I do hope it hasn’t affected my credit score as I am applying for vehicle finance next month, for a vehicle I NEED to get to work and back. This is causing me great amounts of stress. I actually escalated this query almost 2 months back and I was told it was being dealt with but then received an SMS to say my query was now closed. Nothing happened. I was not contacted regarding that matter ever since. Here’s the reference number for that: 1- ********** **********

Please see attached screenshots of the incorrect amount reflected on my statement for those months. It is still reflecting the incorrect amount on the App. This is how I view my invoices and allocate the amount to the account being debited. As a result, I have since been leaving additional funds in that account to ensure I don’t incur additional, and highly unfair, penalty fees.

I do expect to be fairly compensated for all the above listed inconveniences. If Vodacom is unwilling to do so, please provide me with the details of the law firm which represents them and I will have a letter of demands drawn up.

Regarding the incorrectly delivered order - K ********** , please note there is now a new delivery address for the Beats Headset to be delivered to (ASAP) as this was the last day our offices were open, another stressful frustration as I go on holiday. I also feel that I should be able to resolve this issue telephonically as typing a lengthy mail, repeating myself, yet again, is adding to frustrations.

Please may I request you resolve this matter as soon as possible.