Worst customer experience from SELO in the porting department and Vodacom Technical team.

We recently joined Vodacom and after being quite happy with the service I recommended that my mother move over to Vodacom as well. We went to the branch and requested a port over from MTN to Vodacom. After a few days, the port did not go through. We then went back to the branch and spoke to a consultant named Rob at the Centurion branch. He cancelled the port and said he can port the number in 15 minutes if he does his “thing”. Days go by with no port over so we contact customer support and we go through the whole process and ended up at the porting department. The lady at the porting department told us that Rob cancelling the whole process has messed up the porting and we need to wait for the port to move back to MTN in order for us to continue. Days go by again. We phone again and go through the process and end up at the porting department where they say they don’t understand what happened but the number is with Vodacom.

We then app**** for a contract and got approved. We realised that MTN, Telkom, and Cell C customers can’t phone the number. We called the customer care line several times with different outcomes. Several put us through to the porting department and then escalated the query to “the technical team” where nothing happens. Every time we get to the technical team nothing happens.

Today I demanded to stay on the line as we fix this issue with our line. I spoke to a consultant who transferred me to a supervisor whose service was amazing. She kept trying her best to solve the query even though I lost my cool once. ( i did thank and apologise to her) She put me through to the porting department where I spoke to another lady who tried to help but couldn’t and also advised her supervisor is not available. I then randomly get transferred to her supervisor Selo in the porting department who out of the gate was annoyed and not willing to help. He did a test call from a Vodacom number and I then advised him that Vodacom works and MTN, Cell C, and Telkom do not work. He advised me he has escalated the query to the “technical team”. I advised him I’m not willing to wait. I have had multiple queries escalated and nothing happened. I asked him to make a plan I’m not going to accept this and he refused to help I then told him I will be going to the ombudsman because we are fed up with the appalling service. I don’t care who they phone we need to resolve this query today. We can’t access banking because we can’t receive OTP we can’t access our work computer because for security measures the password resets after a set time and we need to get an OTP to reset the password. Selo then told me I should listen to what he was going to do. He said he will log a query with the “technical team” and they will get back to me. I said I do not accept that, we need to solve this now because the "technical team" does not care. To which Selo put the phone down in my ear.

We are new customers to Vodacom and I’m regretting my decision to move to Vodacom! Selo is the exact example of a person that should not be in the position he is in. He does not care about Vodacom customers and he violated my consumer rights by ignoring my request for service.