VUMATEL IS THE ABSOLUTE PITS AND NEEDS TO GO

Absolutely shocking/atrocious “service” and a call centre that is even worse. Woke up to no internet service and logged a ticket via WhatsApp at 07:55 this morning. Allowed them ample time to contact me but to no avail. Ended up calling the call centre at 15:12 to follow up on the ticket logged. Verification was done and all requested information was provided to an agent by the name of Nelson Banda (who is just like the company he is employed by). I was asked to reboot the device, to which I responded with “that has been done several times” and the response back was “oh, then please wait 24 to 72 hours for someone to contact you”. I then advised that the provided turn around time “TAT” is unacceptable as I work at home and I have school going children that require the internet for studying purposes (this includes a matriculant who is busy with exams). The response from Nelson Banda was laughable, because he responded by saying that the TAT is within SLA. I then asked for a copy of this SLA that I don’t recall signing because my understanding of a Service Level Agreement “SLA” is an agreement signed between at least two parties, and I don’t recall signing such. He then put me on hold to come back and tell me to log on to their portal (with what internet connection I wonder) and read their terms and conditions. This means there is no SLA that I signed that agrees with these ridiculous TATs. I asked to speak to a supervisor, was put on hold, only to be told that the supervisor (whose name is Lerato Mokoena) was busy on a call, but when told about my case said there is no escalation to be done because the ticket is still within SLA (how she managed to hear my case and respond to it while busy on a call means she has great skills in multitasking)

Vumatel and Supersonic are abysmal and appalling to say the least and their employees are just as **********.

I will be logging a case with the telecoms Ombudsman because we honestly need to LEARN what service is and provide it as efficiently as we take the money for it. Quick to debit my account but slow to provide the service I have paid for in advance.