JG
Johannes G
1 reviews | Active since Nov 2014
02 Dec 2019, 07:11
Account suspension
I am a RED client. Since Friday 29 November 2019 my lines gets suspended on a daily basis. Every time I need to call the call center to unlock all my lines and every time I am told that my lines are monitored and the problem has been escalate. I even have it in writing from one of the agents (Nkeletseng Tsekoa) where she promised that my lines will not get suspended again, but still it gets suspended. According to the agents this was due to a system error and "The matter has been escalated." Who gave Vodacom the right to decrease my Credit Limit without authorization? My line of work requires that i be able to make calls at a moments notice to attend to queries.
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Vodacom's replyOfficial
02 Dec 2019, 08:15Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
Vodacom's reply02 Dec 2019, 08:15
Official
Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
JG
Johannes G's updateReviewer Update
08 Dec 2019, 19:28I have received a call from Vodacom customer care on Monday advising the the issue has been resolved. Which it was. The explanation was that because i took another contract with them on 29 November my credit limit was exceed, however my credit limit used to be more that R5000 and was now dropped to R380. on the 26th November my debit order was deducted from my bank account. How does this work???????
However I have requested that Vodacom provide me a report as to what happened. This is where between all the various consultants I spoke to since Monday have different stories.
Monday 2 Decemebr I was told that it is a system "glitch" and that this has affected not just me but also other clients.
Thursday 5 December a manager with the name of Leticia at the Red customer care call center advised that it was a human error. When i asked why the stories are different she told me that she is not sure why. She also advised that she will escalate this matter and get the team responsible for this report that I have requested and ask them to call me back. I am still waiting for that call.
I am still waiting on a detailed report since the Starting on the 24th. As a Vodacom client i have a right to know the details and expect Vodacom to provide such documents.
However I have requested that Vodacom provide me a report as to what happened. This is where between all the various consultants I spoke to since Monday have different stories.
Monday 2 Decemebr I was told that it is a system "glitch" and that this has affected not just me but also other clients.
Thursday 5 December a manager with the name of Leticia at the Red customer care call center advised that it was a human error. When i asked why the stories are different she told me that she is not sure why. She also advised that she will escalate this matter and get the team responsible for this report that I have requested and ask them to call me back. I am still waiting for that call.
I am still waiting on a detailed report since the Starting on the 24th. As a Vodacom client i have a right to know the details and expect Vodacom to provide such documents.
JG
Johannes G's update08 Dec 2019, 19:28
Reviewer Update
I have received a call from Vodacom customer care on Monday advising the the issue has been resolved. Which it was. The explanation was that because i took another contract with them on 29 November my credit limit was exceed, however my credit limit used to be more that R5000 and was now dropped to R380. on the 26th November my debit order was deducted from my bank account. How does this work???????
However I have requested that Vodacom provide me a report as to what happened. This is where between all the various consultants I spoke to since Monday have different stories.
Monday 2 Decemebr I was told that it is a system "glitch" and that this has affected not just me but also other clients.
Thursday 5 December a manager with the name of Leticia at the Red customer care call center advised that it was a human error. When i asked why the stories are different she told me that she is not sure why. She also advised that she will escalate this matter and get the team responsible for this report that I have requested and ask them to call me back. I am still waiting for that call.
I am still waiting on a detailed report since the Starting on the 24th. As a Vodacom client i have a right to know the details and expect Vodacom to provide such documents.
However I have requested that Vodacom provide me a report as to what happened. This is where between all the various consultants I spoke to since Monday have different stories.
Monday 2 Decemebr I was told that it is a system "glitch" and that this has affected not just me but also other clients.
Thursday 5 December a manager with the name of Leticia at the Red customer care call center advised that it was a human error. When i asked why the stories are different she told me that she is not sure why. She also advised that she will escalate this matter and get the team responsible for this report that I have requested and ask them to call me back. I am still waiting for that call.
I am still waiting on a detailed report since the Starting on the 24th. As a Vodacom client i have a right to know the details and expect Vodacom to provide such documents.