| Name of Complainant | |
| Date of Complaint | May 15, 2019 |
| Name(s) of companies complained against | Vodafone |
| Category of complaint | Mobile Phone |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Very bad and non professional behavior by the customer service supervisor and his representative in Cairo/ Egypt. They are ignoring my complain for being unable to pay my bill on line through the App ” Ana Vodafone “.
Each time I tried to pay, the app failed to accept the money transfer while my bank sends me SMS that an amount of ONE pound was paid. The Customer service person, told me that the App has no problem it’s your account, the IT department will call you in 48 hours to work it out.
I asked her to let talk her superior as this problem is chronic and solution ever since 4 months ago. She left me for about 7 minutes and came back, she was talking to me with the same language’ the IT will call you back within a period of time…….”, may be she was trying to confirm my request as of real concern. I asked her to put me through to the superior, Ok I will, she said.
After leaving me on hold for another 5 minutes, Another voice came from the other end, it was the superior’s. At that moment my complain about the App was not of my main concern. My concern now is whenever a customer is asking to talk to a higher level, his request should be met properly and promptly. I’m a customer and the customer is always right. Leaving your customer on hold for about 12 minutes is indecent, and more over the superior him self is denying my right for a better treatment. I think he refused to handle my call on my first request. He found him self compelled to take the call due to my insistence.
Customer service team members are the front line for any company. Their personal characters and professional qualities should comply with job requirements. Handling customer concern, objections, satisfying their needs and wants is an ART.
I think the people who are responsible for recruitment are missing something.
I’m a Vodafone customer since the beginning of the cell service in Egypt. As a family we have over 35 lines and wi fi service as well. The way I was treated with was humiliating and showed a great deal of disregard to a CUSTOMER. I made all the calls through my private number 01005105850. It was about 2 or 2:20 pm CLT and that was on the 11th of May.
I wish my complain will be handled and treated with care and respect.
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