YOUR SERVICE IS APPALLING and you expect me to be happy with a 'Sorry'

<p> On 06 May 2015 I requested for contracts ********** 958 (end date 8 May 2016) and ********** 368 (end date 29 June 2015) to be cancelled and be converted to prepaid. On 07 May 2015 I received feedback from Sandile that my contracts would be converted. The ********** 368 was converted in 2015. ********** 958 cancellation date has come and gone and the number was only converted on 8 June 2016 after much back and forth between departments and call agents.</p> <p>1. On 1 June 2016 I called the call centre I spoke to various people in various departments. The responses I got was send an email to ********** or this is not the correct department I will transfer you to the next. The calls started in the morning and come afternoon I still had no answer as to why conversion had not taken place. At one point I had Thabo from retentions tell me to reapply for cancellation and pay a cancellation fee, which is only valid if I am deciding to cancel when my contract is still in place.</p> <p>2. Following the email route I emailed to the following email addresses</p> ********** ********** <p>3) ********** 4) ********** </p> <p>to which I got the following error message: </p> <p> host us.jcwmail.co.za [67.222.146.205]</p> <p> SMTP error from remote mail server after end of data:</p> <p>550 restricted characters in address</p> <p>3. Subsequent to these error messages I then called the call centre again. I had tried numerous phone calls, being transferred from one department to another again. Each time again I am told it is the wrong department or people don’t have the authority to deal with my query or I need to do this that and the other. I then I eventually landed up at retentions department speaking to a guy by the name of Smartie and explained my query and the trouble I was having getting to someone who can solve my problem.</p> <p>Smartie from retentions told me I must re-email with all smaller case letters in the email. I then told him I refuse to email another person or another time so that I then later again have to call the call centre and re-explain my story. His answer to me was I don’t have to call if I just do what he tells me. This despite the fact that I am explaining to him that everyone keeps telling to email one or the other and then I have to keep on having to call because emails aren’t working. I asked him to put me through to someone who could escalate my request. He told me his supervisor was on lunch. I then asked for someone completely different then who could escalate it. He subsequently put the phone down while I was still speaking and requesting that I be put through to someone with authority who could assist me and not give me the run around.</p> <p>4. I then proceeded to try and contact your company through your social media platforms. I had various people in your social media department promise to look at it and assist.</p> <p> 5. It took me from 1 June – 8 June to finally get someone in the Social Media department to escalate the issue all the way to the relevant department. This cancellation took less than 2 hours after contact from your social media department. On 8 June 2016 I called the supervisor of the retentions department and asked him if the call centre agents were able to track my query from 6 May 2015 the request was lodged to the current, to which said yes.</p> <p>6. In all this process I had to ask a Vodacom store employee to assist me. To see if he maybe has more influence than me a paying client to have my request escalated and resolved.</p> <p>7. Few questions I have concerning all this:</p> <p>a. Who is going to compensate me for a contract which was meant to be cancelled on 31 May 2016 but now has overlapped into June 2016.</p> <p>b. Who is going to compensate for lost days, for 9 days wasted of profitable time that I could have spent on work that my boss actually hires me for. My rate is R200per hour. That takes me 8hours x 9days xR200 = R14 400.00 worth of time wasted which will reflect on my performance and remuneration.</p> <p>c. Who is going to compensate me for the emotional ordeal of having to explain, re-explain and argue with Vodacom colleagues to my utter frustration.</p> <p>d. Why did it take me going to social media to have someone consider my request as serious?</p> <p>e. Why is Smartie in the department if he has no understanding of the procedures, systems or customer history? Or how to deal with customers in general?</p> <p>f. Why when it seems just about everyone is privy to the progress of my request the relevant staff members were unable to do anything or do not seem to understand what to do, but rather send me from pillar to post?</p> <p>g. What makes the social media department who do not work with contracts have a greater influence on the what happens to my contract?</p> <p>h. Why could no one investigate my query despite being told over and over again that every possible procedure they are asking me to follow are is not working?</p> <p>i. Do you strive to have your customers so frustrated as you have had me? Is it part of your KPIs?</p> <p>Post all this run round and finally having my contract cancelled I then had to have my internet reinstated because it was blocked.</p> <p>You emails don’t work and your call centre is just as frustratingly useless as your faulty server. You don’t follow your own procedures and I am left to run around, waste time and money trying to fix your mess.</p> <p> </p> <p>Please don’t think we will be satisfied with an apology alone. Being “caught with your pants down” apology has no relevance in this situation. We are a customer that had the worst service ever, if you had to look at our company track record you would see we are good customers. Please prove to me why we need to remain a client? Is this how you guys play part in assisting SMME’s? Looking at your purpose, way, vision, strategies stated in the picture below and the experience I have had with you I realise that not one of those aspects can be app**** to your company. Please re-evaluate what your company actually stands for because it clearly does not match the PR campaign you have flashing in faces in the media, one just has to look other complaints to know your values untruthful.</p> <p> YOUR SERVICE IS APPALLING!</p>