Firstly, I submitted a request for the relocation of my fibre and was told that the SLA turn around time was 30 days. I was assisted by Lebogang Mothotse and Rethabile Tshabalala. No one informed me that I needed to choose a different package and inform the previous owners to release the line for Vodacom to process an order which took another 2 weeks after the 30 day SLA. I've tried contacting Legogang and Khensani Nukeri but my emails are just ignored.
Once the order was placed for the new package, Vodacom took 2 months to activate my fibre line and during that time I decided to cancel my contract. I was still charged for the 2 months with no active internet connection.
After cancelling my month-to-month contract, Kim Thornton advised that me that my cancellation will only be effective from 31/12/2020 and I will still be charged for December. She also noted that my ONT will only be release at the end of December for my new ISP which means that I will not be able to have any internet connectivity for 3 months at my new place because Vodacom does not want to release my ONT!
I raised this issue with Kim who informed me that she will escalate my request and still yet to contact me to confirm that my line has been released. I've also spoken to numerous consultants - Raees, Vusega, Deniko - who all gave me different SLA's to when my line would be release. Some would say 24-48 hours and then 72 hours. I was on a call with a consultant as well that was super cocky and literally just hung up the call!
I've contacted Vodacom's fibre call centre about 50 times and each time I speak to a new consultant where I need to repeat myself over and over again. Not sure why there is not one consultant assigned to a query.
Also each time I call in and try to escalate to a Service Delivery Manager or just to escalate in general the consultants inform me that they are only able to send an email escalation. I have not receive a call or email from any managers indicating that my query has been escalated or that its been looked into.
As for my cancellation query, apparently the cancellation department also does not work on weekends and public holidays which holds up the process even more! My cancellation query has been stuck with Zama Gumede since the 7/12/2020.
I've been struggling to get in touch with the customer care department as well. Vodacom seriously needs to check their processes and services. I spent 30 minutes to 1 hour each day trying to get my ONT release. Waste of time and waste of minutes!!!!
I am utterly disgusted by this entire process and will never recommend any one to use their products or services! Completely putrid!!!!!