Before travelling to Dubai in January 2013 I was advised by a call centre agent that the Vodacom Passport option was available in that country. The following month I received a huge bill from Vodacom and upon enquiring was told that the option had not been available in that country therefore I was charged full tariffs. Upon confirming with them on 6 February 2013 that an agent had misinformed me, a service request was logged to investigate but to date I have received no feedback. I have called at least half a dozen times and even asked for the query to be escalated but not a single person has called me back. My second to last call I was told that Vodacom was processing a refund which is why it was taking a while. When I called yesterday I was told that the call had been closed and there was no refund pending nor was there a resolution reflected yet the call had been closed off. I am incredibly frustrated and disappointed with Vodacom and the number of complaints reflected on is a clear indication of the overall service levels. I had a Cell C contract for almost 9 years before changing service providers and have never experienced this with them.
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