Vodacom Conversion
 SUPPLIER |
Vodacom |
 INDUSTRY |
Telecommunications |
| BRANCH / AREA | Accounts Department | COUNTRY | South Africa |
| TIME / DATE | 16:28 Wed 1 Feb | PERSON RESPONSIBLE | Lindsay Campbell |
| CUSTOMER | ersmith | View all reports by user |
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| PROBLEM | Billing / Accounts |
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| INCIDENT | Wed 1 Feb | ||
| HEADLINE | Pathetic Service |
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| I contacted Vodacom today to find out when a contract expired only to be told that I needed to contact the accounts department as this account was at pre-legal stage. I was informed by Lindsay that the reason for it being at pre-legal stage was becuase the account has not been paid. I queried this as the account is on a debit order. She advised me that the last debit order was returned as unpaid on the 3.09.2011 so the debit order was removed by Vodacom. I told her I had not received a statement for the account since June 2011 or any other form of communication. She confirmed that she had my correct postal address & that I was contacted on 22.12.2011 (4 months later). I advised her that the lady that contacted me could not give me any information and was not prepared to put anything in writing. To date I still have not received any communication from Vodacom & when I asked for a reference number for the dispute I have lodged over charges to bring the account up to date, I was told that this is not Vodacom policy! Without a statement, my debit order removed by Vodacom & no verbal communication I am now in the wrong about the account being arrears? Vodacom service is pathetic. | |||
| SUPPLIER'S RESPONSE | Vodacom | Time and Date | 08:48:32 | Thu 2 Feb 12 |
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Hello ersmith, Vodacom acknowledges receipt of your posting. Please note that a consultant will make contact with you in due course. Regards Consumer Website Team |
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| UPDATED RESPONSE | Vodacom | Time and Date | 17:35:28 | Fri 3 Feb 12 |
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Hello ersmith, We apologise circumstances under which your posting has reached us. Kindly note, our accounts division has responded to you via e-mail. They have advised accordingly regarding the complaint above. This matter is in hand with them. Thank you for your patience thus far. Regards Moddy Motebejane |
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| CUSTOMER'S FEEDBACK | ersmith | Time and Date | 10:06:40 | Mon 6 Feb 12 |
| Quite Impressed: I was contacted by Paul from Vodacom who was apologetic and did email me a workable solution. However what I can't understand is why the problem has to be escalated to a forum such as Hello Peter in order to get a result. Vodacom needs to look at empowering its staff to give effect customer service with real time results. | |||
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