-10 for Absolute Incompetence and Zero Accountability – Vodacom Beacon Bay

If I could give Vodacom Beacon Bay a -10, I would.

On Sunday, 12 October, I visited the Beacon Bay branch to confirm whether I could upgrade my contract five months before expiry. I was clearly informed that I could. I asked repeatedly whether there would be any additional costs involved, and I was assured there would be NO extra charges. The consultant who assisted me advised that she is the manager of the store. I was so satisfied at the time that I even complimented her on the service.

On 15 October, when I collected my new phone, I once again confirmed that there would be no additional charges. I was reassured.

Then on 05 November, I received a quote reflecting additional charges (attached). I immediately contacted the Vodacom call centre and was told they had no idea what the charges related to. I was advised to ignore it and was told someone would contact me. No one did.

On 24 November, I phoned again and was then told I should deal directly with the Beacon Bay branch. I attempted to contact them several times (see attached call log), with no success.

On 20 January, I physically visited the store and was told the manager was off for the day but would contact me on 21 January. No call was received.

On 24 January, I visited the store again and was introduced to another lady who said she is the manager. Once again, I had to explain the entire situation from the beginning. I was then told my contract was in “Archive” and not kept on the premises, but they would obtain a copy.

I had to return yet again on 25 January. Eventually, a contract was emailed to me — and shockingly, it is not even in my name.

On 28 January, I visited the branch once more. I was told the manager was there, but then informed she had just gone into a Zoom meeting and would call me back.

I am still waiting for that call.

This entire experience has been exhausting and unacceptable. I have been misled, ignored, sent from pillar to post, and forced to repeatedly visit the branch to correct an issue that arose purely because I re**** on the information given to me by the store manager.

There is a complete lack of accountability, professionalism, and customer care at Vodacom Beacon Bay.

I expect this matter to be urgently escalated and resolved immediately.