Worst Service Experience Ref ***

I just had the longest call into the Vodacom call centre which started at 16:21. The biggest problem is not understanding how Vodacom invoices between usage and bundled allocations. Agent named Goodness and a team leader who also doesn't understand what I was trying to explain.

Long story short, ai called to activate 3GB mid-December and I was invoiced for its prorata along with January subscription. On 20 January I called Vodacom to deactivate the 3GB and I was assured it's removed. I was also asked her to change my debit date to the last working day, which she assured me was also done but I was again debited on the 27th of January, meaning that I incurred a penalty for the bounced debit order.

While all this is Shoki's fault, the agent I spoke to in January, today's agent Goodness missed the mark completely on customer service that Vodacom prides itself on. She doesn't listen and is always right and no amount of explanation (that I had done her job for five years) could get her to understand that she should log a service request for the back office to investigate if it was an agent's fault or system glitch but either way she can't be telling me to wait for March invoice as if I'm disputing February usage as I'm on a top-up and that my query relates to a data bundle that shouldn't have been invoiced in February. In the end she logged the service request and made me wait in excess of 10 minutes before a team leader Freedom came on the line, who also put me on hold in excess of 5 minutes only for Goodness to return offering me the Vodaworld switchboard number. I'm really startled by this kind of service to a customer who has three active contract lines with Vodacom.