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Expression of grievance

Eliza Dec 05, 2018 04:21PM WET

Today is exactly a month from Tuesday the 5th of November, 2018.
That was the day my fixed broadband internet provided by VODAFONE Ghana stopped working.
As a good customer, I called the Vodafone helpline and was assured that the problem will be rectified. After a few days, I called again, and was given the same assurance of a solution, but none came.
A friend who works with Vodafone asked that I visit their retail shop for a quicker resolution. Due to my busy schedule, I had someone do that on my behalf. As at now, we’ve been to the Vodafone Office at Accra Highstreet, and then the one at A and C Mall, yet no resolution.
Every week since the incident, I call Vodafone at least twice, and even after being told my issue had been escalated, engineers will be sent over to the house etc, nothing has been done.
I am forced to purchase MTN data to bundle to use as a hotspot anytime I have to work from home, since the 5th of November.
On Saturday night when I called, I was informed my account has been blocked on the system, and was asked to check if a PON light was stable so the account is reactivated. I checked and informed them it’s unstable, thus (probably why) my account is still inactive.
Why is my account blocked in the first place, after I’ve paid for internet services and have not exhausted my data (I know as at the 5th of November, I had at least 15 GB of data left, and this was confirmed by customer service staff during some of my calls)?
Why hasn’t an engineer been to my house after reporting an issue for a MONTH now?
To say I’m utterly disappointed in your fixed broadband internet service, customer service and conflict resolution, dear VODAFONE Ghana, is an understatement.
I called thrice last night to inform your customer service personnel that I would air my grievance on social media if this is not resolved, yet on all three occasions, after being in the queue for a long time, the call dropped.
I don’t know what else to say, and I hope prospective clients “advice themselves” from my experience.

Up 0 rated Down
Naa Dec 05, 2018 05:22PM WET Vodafone Ghana Support

Hello Eliza,

Good evening and thank you for bringing this issue to our attention.

I truly apologize for any inconvenience caused you. I am happy to help.

Kindly confirm your number for further checks and assistance.

Standing by.

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