Worst Service Provider In S.A

<p>Hoping this lands in the hands of someone that can help.</p> <p> </p> <p>Let me start by saying after being a loyal customer for approx. 8 years, I did not expect this type of service. Being due for an upgrade I went online and started the upgrade process for ********** and quoted contact e-mail address: ********** Received a reference number Y33XTI. Upon realising that they wouldn’t be able to call me back on the number being upgraded as it was in repairs and I didn’t have a phone that accepted a nano sim, I called the Online Upgrades( ********** 4) team to notify them of this. Spoke to Michelle and asked her to assist, quoted the reference number and cellphone number ********** 807.</p> <p>o I also requested to be contacted on 082 ********** (Work Number) for delivery as ********** 807 was unavailable(refer to above text).</p> <p>Herewith is an account of the events that followed from what was meant to be a simple upgrade:</p> <p> </p> <p> </p> <p>· 25/07/2016: Upgrade Date ********** </p> <p>o Spoke to Michelle @ 08:42 who confirmed the following information regarding the upgrade:</p> <p>o Bill P/M: 649 </p> <p>o 24 Month Contract</p> <p>o Cancellation Rules: 14 days peace of mind, after which no cancellation - Contact ********** 4. Handset must be returned with all accessories and account will be charged with whatever was used on the account e.g. data, airtime, SMS’s</p> <p>o On Delivery: Bring copies of ID and Proof of Residence</p> <p> </p> <p>· ~29/07/2016: Phone Delivered @ Barclays Campus 337 Petroleum Street, Waltloo, 0184</p> <p>o I won’t mention the drama with deliver as RAM contacted my modem( ********** 771) etc.</p> <p>o In hindsight I should’ve picked up that the drama was due to an incorrect upgrade, just assumed it was communication error.</p> <p> </p> <p> </p> <p>Issue 1:</p> <p> </p> <p>· 01/08/2016: Upgrade Cancellation Incorrect Number Upgraded ********** 771</p> <p>o Signed onto the Vodacom App in the morning to check if the upgrade was successful on ********** 807 only to find it on the Smart S plan.</p> <p>o Contacted Vodacom and explained what had happened.</p> <p>o Spoke to Michelle who claimed she confirmed the number(NOT TRUE). Nonetheless, I requested the upgrade to be cancelled. As you’ll note this is only 5 working days from the upgrade date.</p> <p>o Cancellation Reference: V1P ********** </p> <p>o Informed the collection request was handed to RAM & assigned to Nkuli</p> <p> </p> <p>· 04/08/2016: Collection Device collected @14:05 with all accessories and vouchers received.</p> <p> </p> <p>· 08/08/2016: Cancellation Confirmation @ 09:02</p> <p>o Spoke to Cindy: who informed me of the 7-14 working days for cancellation. </p> <p>o Cancellation can only start once the device has been received at the warehouse.</p> <p>o Left a message for Michelle to call me back - no call back received to date.</p> <p> </p> <p>· 12/08/2016: Follow Up Spoke to Celeste @ 08:33</p> <p>o Confirmed upgrade not cancelled, system still showing ********** is on Smart More Data Plan.</p> <p>o I escalated to a Manager who was supposedly meant to escalate the matter and get Michelle to call me back; no call back received to date.</p> <p> </p> <p>· 15/08/2016: Follow Up, Spoke to agent * @ 12:47</p> <p>o Placed me on hold while looking for Michelle</p> <p>o Spoke to Michelle who informed of the 7-14 day SLA and supposedly escalated to this request.</p> <p> </p> <p>· 24/08/2016: Follow Up Spoke to Amelia @ 10:38</p> <p>o Upgrade still not cancelled</p> <p>o Spoke to Jennifer the Manager who promised to call me back with feedback; no call back received to date.</p> <p> </p> <p>· 24/08/2016: Follow Up Spoke to Shahina</p> <p>o Request to speak to Jennifer the Manager and was told she’s in a meeting & Michelle is not there.</p> <p>o Left a message for both to call me back that day; no call back received to date.</p> <p> </p> <p>· 25/08/2016: Follow Up Spoke to Sherilyn @11:07</p> <p>o Requested to speak to Jennifer and was told she’s in a meeting.</p> <p>o Left a message for her to call me back that day; no call back received to date.</p> <p> </p> <p>· 30/08/2016: Follow Up Spoke to Thobane</p> <p>o Informed System Offline and I should call after 45 minutes or an hour.</p> <p> </p> <p>· 31/08/2016: Follow Up Spoke to Cindy @ 09:03</p> <p>o Put on hold to confirm cancellation with Michelle.</p> <p>o Was told Michelle would call be back shortly after confirming the cancellation with the admin manager.</p> <p> </p> <p>LOL – seeing as how I have history that says I will not get a call back, I am sending this complaint. After 31 days, I believe I am well within my rights. Choosing to try this avenue before continuing to the social media platforms and hello peter and any newspaper willing to hear my tale – which I’ve been considering till I got these email addresses.</p> <p> </p> <p>Issue 2:</p> <p> </p> <p>So I decided to check my upcoming statement, since I don’t want to</p> <p>Upcoming Vodacom Invoice for August(see attached): R1,323.11 vs. R110.61 (refer to July statement, attached)</p> <p> </p> <p>This is strange to me seeing as how that invoice should be as follows:</p> <p> </p> <p>1. If upgrade was cancelled within the 7-14 days as promised. Invoice Amount should be R110.61 if not less for my 2GB data contract with 2GB Night Owl, that I’ve had for the past 12 months.</p> <p>2. If upgrade was not cancelled by be. Invoice Amount: 649 as quoted by Michelle</p> <p> </p> <p>Further questions are as follows:</p> <p> </p> <p>1. Upgrades Admin Fee July 131.58: online upgrades are free and if not; this fee was not mentioned during the call.</p> <p>2. Smart More Data 2GB July 306.14: contract was upgraded on 25 July 2016 and I received my phone the end of that week. Contract was only active on 01 August 2016.</p> <p>§ How am I getting charged for 2GB Smart More Data in July?</p> <p>§ If, ProRata: same logic – not mentioned during the upgrade call and contract was only active 01 August 2016.</p> <p> </p> <p>Cherry on Top: after not receiving my July statement I contacted Customer Care only to find out someone changed my email address to some person working for the government. The agent quoted a .gov email address. So due to your errors my personal information was sent to someone else. To do with as they please. My June statement went to the correct address(cc’d) so someone changed it and it wasn’t me.</p> <p> </p> <p>Lastly; to this day I have not received a SINGLE phone call from Michelle or any of the managers that promised to call me back with feedback. I also didn’t get to use my 2GB data for July as I was on the wrong plan. Something that was meant to be resolved latest 15/08/2016</p> <p> </p> <p>It’s really not rocket science, cancel the contract and send me confirmation of cancellation and a rectified bill for August 2016.</p> <p> </p> <p>That’s all I’ve been asking for 31 DAYS</p> <p> </p> <p>Awaiting your prompt feedback before I try alternate means.</p>