Zero feedback regarding name change

<p>I got married and changed my surname. I requested that Vodacom change my name on their system: <br />Here are the facts: <br /><br />1st August: I email Customer Care with my new ID and Marriage Certificate and request a name change. Cashandra Grosch replies on the same day saying “I have logged a service request with regards to the your query” and gave the 1st reference number: 1- ********** 5570. <br /><br />4th August: I email Cashandra to ask what’s taking so long to receive feedback. She says “Kindly note that I have requested that the department dealing with your query please contact you with regards to the query”. No response from said department. <br /><br />7th August: I receive a SMS stating that 1- ********** 5570 has been closed. So I call the Customer Care line and get told that 1- ********** 5570 was closed, but then that department supposedly dealing with it opened a new case number: 1- ********** 8990. <br /><br />15th August: I call the Customer Care line and speak to supervisor Khanyisile. She gives the impression that the supposed department dealing with my case, hasn’t worked on it at all. She said she’ll tell them to follow up, and told me to email my documents through to ********** just in case they didn’t get it. So I dutifully emailed this department, and again, no acknowledgement of my email being received or that they’re resolving my case. <br /><br />Please tell me why this is taking SO long, and why no one has been working on my case or keeping me posted? Discovery Health took a mere few hours to get this change done. I left Cell C, cancelled my contract early with them to join Vodacom. I even praised you on Hello Peter for your excellent customer service. But I’ve noticed a significant decline.. and now I’m getting close to zero customer service. I feel let down. <br /><br />It’s clear to me that your employees are disgruntled. One agent put his headset down so that I could listen to him party with his colleagues in the background instead of transferring me through to a supervisor as politely request. The second agent just ignored me (I was super aggravated after my query being messed about for two weeks, and the previous agent taking me for a fool) and just put me on mute until I hung up. Your employees are disgruntled, which makes your customers disgruntled, and it’s now clear to me why no work is being done at Vodacom. <br /><br />Please get this so-called department to contact me directly and tell me exactly what they’ve been doing with my query for over two weeks, and why there’s been no contact with me or resolution. Please make me proud to be a Vodacom supporter again, because right now I’m quiet disappointed.</p>