YOUR STAFF NEED TRAINING

On a Saturday morning at the beginning of Febraury 2018, I visited the Vodacom Shop in Kenilworth Centre in Cape Town where I was going to get an upgrade for my son and I. All was going well until, AFTER I had signed the new contract I was told that I still had to pay in an additional amount for the next few months for my current contract. This now meant that I would have to pay for a new contract and my old contract for the next few months. The assistant, Tasneem, seemed very surprised that I was unhappy that she had only given me this information after I had signed the contract. I then told her that if she had told me that at the start of our interaction, I could've made a more informed decision. I then told her to cancel the upgrade and that I would consider it at a later date.

We also talked about me taking another contract out for a lap top. Tasneem informed me that she needed to find out about the availability of the lap top that I was interested in and by this time she did not look happy to be "assisting" me any longer. She told me that she would find out about the availability of the lap top and give me a call the following Monday.

I did not receive a call from Tasneem the following Monday but I thought I'd give her a day or 2 more to get back to me. A week or so later I received an sms stating that my upgrade had beenvprocessed!!! Imagine my shock to be the proud owner of a new contract without having received any new cellphone. By this time I had had enough, I called the store and asked to speak to the Manager named Constantine.

Constantine could not believe what I was telling him. He proceeded to call Tasneem and speak with her (while I was on the line and could hear everything) about why she had processed an upgrade that was not supposed to have processed. She then proceeded to tell Constantine that the deal was not processed however he could see on the system that is was. He promised me that he would refer my issue to the right department to have the upgrade reversed and check on the availability of the lap top and that he would call me back by the next day for the latest.

I didn't get that call from Constantine even though I gave him an extra day. I eventually called him back and he still didn't have any answers for me but he promised to call me back by lunch time. He didn't call me back. By this time, I was spitting fire! The terrible service I received from Tasneem now seemed to dwindle into nothingness compared to the horrific service I was getting from her manager (who had promised that action would be taken against Tasneem. I wonder who's going to take action against Constantine?).

Eventually a lady named Insaaf Isaacs from Vodacom Tygervalley contacted me and promised to reverse the upgrade. I received and email from Insaaf on 1 March to inform me that she had logged a service request for the upgrade reversal and that my lap top was on order but she still couldn't confirm when it would be available.

I thought I was done with this saga however, since the reversal of the upgrade, my current contract has not been reinstated. The result - I have no airtime and no data and my phone is useless to me unless I am being called or have wifi available. Wow! How to make an unhappy customer even more unhappy. This is the stuff that comedies are made of. What a joke!.

Well, the joke is on me! I contacted the Kenilworth Centre store today and spoke with Constantine since I still haven't heard a word about the lap top I ordered. Constantine didn't even remember me. He told me that he hadn't followed up because it had been passed on to Insaaf. I proceeded to call Insaaf at Vodacom Tygervalley . She is on leave and I spoke with a lady named Tasneem who after I took out 20 minutes of my valuable time to explain the entire saga to her, told me that she would call me back within an hour. That was at 11.30 this morning. I eventually called Tasneem back just after 3pm today and told her to not bother to called me back. She hadn't in the first place anyway.

I have since contacted the call centre to cancel all my contracts that I could.

I am appalled and completely dissatisfied with the way I was treated after having been a loyal customer for more than 12 years.