YOU WILL RECEIVE AN SMS WITH REFERENCE AND I WILL CALL YOU BACK.

YOU WILL RECEIVE AN SMS WITH REFERENCE AND WE WILL CALL YOU BACK. --------------------------------------------------------------------------- Ever heard this message from VODACOM? Well I have heard this now a dozen times in past month. Every time the new operator cannot seem to find reference of previous requests for downgrade or cancellation on system so we start a new process. --------------------------------------------------------------------------- ADVICE: IF YOU INTEND TO DOWNGRADE OR CANCELL BE PREPARED FOR THE WORST! --------------------------------------------------------------------------- RECORD THE CONVERSATION / ASK OPERATOR NAME / DEMAND A REFERENCE / BE VERY CAREFULL AS EVERY OPERATOR WILL TRY TO TRICK YOU INTO AN ALTERNATIVE “NO STRINGS ATTACHED” WITHOUT MENTIONING A CONTRACT / WHEN CHALLENGED THEY WILL DISPUTE YOUR VERSION AND HOPE YOU JUST ACCEPT AND PAY / WHEN IN DISPUTE REQUEST VIA THE POPI ACT ACCESS TO THE FULL RECORDING OR TRANSCRIPT / USE SOCIAL MEDIA TO SHARE EXPERIENCE (GOOD OR BAD) --------------------------------------------------------------------------- Probably my 15th follow up call on Friday 17 July (Conversation recorded) - Tumelo assisted and was very friendly and helpful - The system does not indicate any previous request to reverse erroneous contract upgrade or downgrade to prepaid - I referred him to the call of 03 July – not on their records - He committed to escalate and resolve - He confirmed that this time I will receive a reference number vis SMS, which I did during the conversation! The 1st formal reference number. - Previous consultants indicated to use my number and date as reference – previous request disappeared. “Your query has been escalated to one of our Solution Experts. Your ref number is: *** Visit www.vodacom.co.za/app from your phone. Thank you, Vodac” --------------------------------------------------------------------------- Follow up calls on Friday 03 July (I made sure I record every conversation) - Operator indicated that the recordings were reviewed and there “might” have been a misunderstanding about the upgrade request. - As gesture of goodwill they will REVERSE the upgrade with immediate effect to previous contract status (there is a process). - Following this they will assist with downgrade process to prepaid, as initially requested. - I made sure that there is no grey area in conversation and confirmed several times = prepaid only / no contract / no upgrade / don't want special deal / don't want anything for free. - This did not deter a few last attempts to "guide" me towards a contract ..... - I was asked to reconsider and in exchange I was offered 2Gig on each contract as goodwill gesture - which I turned down - I was then asked if I would not at least keep one of the 3 contracts on contract - they will offer a good deal - which I turned down - Siphiwe indicated he WILL CALL ME BACK on update - this did not transpire