Negligence from Nonhlanhla and Isonexperiences

On the 9th of March, 2024, I contacted Vodacom with regards to my account that was being overcharged due to apparent "Missed" payments of which I was not aware of as records on my side were in order.

Was redirected to a consultant named Nonhlanhla, to whom I explained the challenge I had and was pleading with her to assist me in correcting the records at Vodacom.

After a lengthy conversation, Nonhlanhla confirmed to understand my predicament and asked that I send my bank statements as proof of my claims so that I can be assisted.

She gave me an email address to send the documents to (***) and promised to contact me or call back as soon as her supervisor arrives because the matter was beyond her.

It has now been 7 days and Nonhlanhla never got back to me. I had to make arragements to visit a Vodacom shop for assistance and that cost me money on travelling.

Why does Vodacom have a Call Centre if the agents are not helpful? I could have saved money if Nonhlanhla had called me back and assisted me. I am not happy with the service and if I cannot resolve such matters over the phone then I'd rather leave Vodacom.