Query escalation

[SlowInternet]

How many times does a query get escalated before it is resolved ? I've been with Vodacom for 17 years but I'm really getting tired of this incompetence. I logged a query and then received an email with some questions to answer for authentication. I replied with the answers. I then received an email (on 18/11/2013) stating that my query has been escalated and I will receive feedback within 24-72 hours. (Ref S3-T6621-1ZKY2)

No feedback received. Yesterday I emailed again to enquire what happened to my escalated query.

I received an email this morning stating that my query has now been escalated again to the Senior Escalations department and I will receive feedback within 24-48 hours. (Ref S3-T6F1F-FXXG7)

So I suppose that within a weeks time I will have to email them again and maybe this time it will be escalated to a more senior department than the Senior Escalations department.

In the meantime my calls are charged at double the call rate that I was paying before.

 

[SlowInternet]

Just some info on the situation. During October 2013 I was contacted by Vodacom rewards dept and was advised that they want to reward me for being with Vodacom for 17 years (on prepaid) I just hate 24 month contracts. So the consultant advised me that they will convert me to TopUp135. My first question was will I pay more per minute during peak times and he assured me that I will not be paying more. I informed him that most off my calls are made during peak times and also that I make a lot of calls to non vodacom numbers. He still assured me that it will not be costing me more. On that assurance from the consultant I agreed to take the package.

He advised me it will be activated within 24-48 hours. (which never happened) In the meantime I did some research and saw that the TopUp package is not cheaper than what I am paying (R1,20 currently to all networks compared to R1,65 VC to VC and R2,60 to other networks) I emailed Vodacom and advised them that the contract is not cheaper and I was not informed correctly. I received an email and telephone call from from Vodacom advising that the contract is NOT cheaper than my current tariff. I was also advised in order to activate the contract i must phone 0821945. I did not phone the number to activate the contract.

On about 13 November 2013 I received an sms advising me that I am on TopUp135 now. I immediately emailed Vodacom advising them that I wasn't happy with this because in the first place I was advised that my call rate will be cheaper (peak times) and it is not. Secondly I was advised to phone 0821945 to activate the contract which I never did.

This afternoon I received a call from Vodacom about my query. Must say the consultant didn't have the knowledge to answer my queries. He had to get assistance from some of his colleagues in order to answer my queries. Was trying to convince me that R2,60/R1,65 per minute on a Topup contract is a better deal than R1,20 on prepaid (Daily free calls) He was telling me that I'm saving R3 per month by just paying R132 instead of R135 per month and that will be R72 over 24 months :wtf: He also told me that I will be getting funeral insurance for free :wtf: I politely advised him that I have funeral cover and if I need more I will go to a company specializing in that kind of stuff.

I also wasn't impressed with him raising the tone of his voice towards the end after he couldn't convince me to stay on the contract. I'm actually so p*ssed off at the moment. Enough ranting, let me go and calm down