Good day
I am extremely disappointed with the level of service that I have been getting from Vodacom recently. I have been with Vodacom for over 2 decades, have 3 contracts.
I did a telephonic upgrade in October 2020 for number 0721394664. The consultant offered me 10G anytime data pm for the duration of the 24 months. I accepted the deal. However come January 2021 I realise that I have actually only been allocated 5G data pm. I called customer care on 1 January 2021, Jacky assisted me. She told me she would 1st have to listen to the recording, then she would phone me back with feedback. She phoned me back after about an hour. She confirmed that yes indeed, Morena, the guy who assisted me with the upgrade, promised me 10G monthly but had unfortunately not allocated the data. She said she would put me through to Retentions department and they would immediately sort this out for me. She then later said that she tried putting me through but it seems the Retentions department is not working today, probably because its a holiday. But she will ensure they give me a call tomorrow morning.
I told Jack that I would like to listen to the upgrade recordin. She said unfortunately she can't send me the recording as it's against Vodacom rules, however I can go to any Vodacom store and request to listen to the call in store as she has attached the call to my profile.
Next morning I get a call from someone from customer care who tells me Jacky requested she call me and put me through to Retentions so my issue can be resolved. When some1 from retentions answers the call, he asks me to explain how he can help me... he clearly had not received any briefing, so I had to explain my complaint all over again. While I'm explaining, call gets cut off, he doesn't bother calling me back.
I decide to go to Vodacom shop The grove mall hoping for better service. There is a line of customers outside the door. I ask the assistant at the door if Red Clients also need to stand in line, she says Yes. My experience from being a Red client was that they jump the line and are given priority. Her name was Elekanyani. I immediately asked her to confirm with her manager if indeed Red clients also stand in line. She did go ask and came back to me saying yes, stand in line.
I got annoyed and drove to Menlyn Mall Vodacom shop. There I was immediately assisted. I explained my situation to the consultant, Fifi. Told her I would like to listen to the call. Fifi tells me a different story to what Jacky told me the day before. She says the recording is sent to clients via email, and that clients are not referred to stores to listen to recording. I tell Fifi that the recording has been attached to my profile, she checks and finds no recording. Fifi further tells me that there is no record on the system of my call to customer care on 1 January. She then proceeds to log a request for my complaint to be attended. She gives me a reference number and tells me to wait for an sms and the recording would be forwarded to my email address.
I'm now sitting in my car typing this email, beyond upset and disappointed at the level of service Vodacom has given me. I expected professional service from well trained knowledgeable staff. Instead, I have been given the opposite, regardless of the thousands of Rands Vodacom debits me monthly, without fail.