1 reviews | Active since Oct 2016
Bad service....
<p>I have been a very loyal customer of Vodacom for many years and I am not happy with their service received in that when my 24 month contract ended I was not told that I would not be able to upgrade at a later stage. I was later contacted by a Vodacom Customer Service Agent who offered me a pre-paid/top-up contract which I purchased for R139 and you get R200 airtime. I was not told at any stage that this would replace my upgrade contract. Not once did the sales consultant advise me of the implications it would have and that I would be bound to a contract for 24 months.</p> <p>My phone was ****** recently and I found out that the airtime contract was part of the upgrade which was sold to me without stipulating that this contract now formed part of my urgrade. I didn’t realise that my upgrade was extended for 24 months as the sales person over the phone didn’t tell me that. I thought the reason why they gave me an airtime contract was because it was a month to month basis.</p> <p>I contacted Vodacom Customer Care on several occasions and was put through to the sales and after sales departments and no one could assist me. The sales agent kept saying that I am at the wrong department and asked me to speak to someone in a different department and it was going back and forth. None of the consultants don't seem to know what’s happening. I even went to the Vodacom outlets in Northgate and Randburg and have not been able to get the assistance I require.</p> <p>I am left without a phone and simply cannot afford another contract. Can someone assist me by using the same contract number I have instead of me having to take another contract with a new number?</p>
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
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
Frustrated and irritated customer.... still no joy!
I received a call from Eltino from the Hello Peter - Vodacom Outbound Call Centre on 4 October 2016 in respect of my complaint advising me that they can change the date of my upgrade to enable me to qualify for a device and cancel my airtime package (which was part of an upgrade sold to me under false pretence). The consultant was supposed to send me an email confirmation with a reference number, which I have not received as yet. I tried following up with another review on hello Peter requesting Eltino of Vodacom Outbound Call Centre to contact me, to date no response has been forthcoming.
On 7 October 2016 I called the Vodacom Shop at Northgate Mall, only to find out that Vodacom didn’t cancel my airtime package as yet in order for me to qualify for an upgrade for a device.
I called the Upgrades Department, an agent picked up and I could hear people in the background merrily having a chat. I cut the call and tried again. I spoke to Vuyo who was very helpful. She checked the status of my mobile number and put me on hold so that she could check with the admin department what is going on. I held on for a while and finally she managed to cancel my current airtime package and told me that I have up until the end of October 2016 to do an upgrade so that I won’t be charged for additional costs. I was on the phone for about 30 mins and finally managed to get sorted out. I did not receive an sms of my call with her.
On 13 October 2016 I called the Vodacom shop at Northgate Mall to arrange to get a device on the weekend which they were sold out and now have in stock. I was informed that I am not due for an upgrade.
I called the Upgrades Department and requested to speak to a manger/team leader as I am very frustrated and irritated that my airtime package has not been cancelled to allow me for an upgrade. I spoke to Mondli Galawe from the Midrand Call Centre only to find out that previous consultant, Vuyo, didn’t log my call and nothing has been done.
I asked to speak to his manger/team leader and he insisted that he can help. After explaining to him the whole scenario again he confirmed that he allowed for an upgrade on his system. He asked me what phone I was interested in and I said the Huwaei P9. He said he can send me a quote based on the phone I want. I told him that I do not wish to get a quote from him as I would rather go into a store and weigh my options in case I change my mind on which device I want. I asked him if he cancelled my airtime package he said no and said the system will allow me for an upgrade. I informed him that the Vodacom shop said I cannot qualify for an upgrade. I refused to speak to him and asked to speak to his manager/team leader as he does not understand my query.
I was put through to Hytercia Manisi of the Retentions Department. I explained the whole scenario again. She checked my number and said that I am due for an upgrade. I asked her to send me confirmation by sms or an email to confirm. She said that she cannot send me anything. She said if I have any problems the store can call the Upgrades Department to sort out. I viewed my frustration that I do not want to walk into a store and be more upset. I asked her to confirm now whilst on the phone that when I go into a store that I will be assisted without any more frustrations. She asked for the store number and she spoke to Mpumi and arranged the upgrade with him on my number. This entire call was 48 mins.
I thereafter called Mpumi from Vodacom Northgate Mall and he confirmed that he spoke to Hytercia Manisi and that my number reflects as an upgrade. I said to him that I was liaising with Brandon and Fifi (Huawei sales rep) in respect of the Huawei P9 phone which Fifi has kept aside for me. He enquired when I was going into the store and I confirmed on Saturday, 15 October 2016. He said phones are to be taken within 24hours. I asked him if I must report to him Vodacom as Brandon and Fifi are aware that I am coming to the store on Saturday. I told him to please liaise with them that the phone is kept aside and revert.
How difficult is it to cancel an airtime package sold under false pretence to be due for an upgrade for a new device. I am disappointed and disgusted with Vodacom’s service. They can be rest assured that if I am not assisted on Saturday, 15 October 2016 I will cancel my contract with them as their services are pathetic and it takes almost an hour to assist a customer. As a provider they turn around time should be efficient and providing quality customer care to their customers.
Frustrated and irritated customer.... still no joy!
I received a call from Eltino from the Hello Peter - Vodacom Outbound Call Centre on 4 October 2016 in respect of my complaint advising me that they can change the date of my upgrade to enable me to qualify for a device and cancel my airtime package (which was part of an upgrade sold to me under false pretence). The consultant was supposed to send me an email confirmation with a reference number, which I have not received as yet. I tried following up with another review on hello Peter requesting Eltino of Vodacom Outbound Call Centre to contact me, to date no response has been forthcoming.
On 7 October 2016 I called the Vodacom Shop at Northgate Mall, only to find out that Vodacom didn’t cancel my airtime package as yet in order for me to qualify for an upgrade for a device.
I called the Upgrades Department, an agent picked up and I could hear people in the background merrily having a chat. I cut the call and tried again. I spoke to Vuyo who was very helpful. She checked the status of my mobile number and put me on hold so that she could check with the admin department what is going on. I held on for a while and finally she managed to cancel my current airtime package and told me that I have up until the end of October 2016 to do an upgrade so that I won’t be charged for additional costs. I was on the phone for about 30 mins and finally managed to get sorted out. I did not receive an sms of my call with her.
On 13 October 2016 I called the Vodacom shop at Northgate Mall to arrange to get a device on the weekend which they were sold out and now have in stock. I was informed that I am not due for an upgrade.
I called the Upgrades Department and requested to speak to a manger/team leader as I am very frustrated and irritated that my airtime package has not been cancelled to allow me for an upgrade. I spoke to Mondli Galawe from the Midrand Call Centre only to find out that previous consultant, Vuyo, didn’t log my call and nothing has been done.
I asked to speak to his manger/team leader and he insisted that he can help. After explaining to him the whole scenario again he confirmed that he allowed for an upgrade on his system. He asked me what phone I was interested in and I said the Huwaei P9. He said he can send me a quote based on the phone I want. I told him that I do not wish to get a quote from him as I would rather go into a store and weigh my options in case I change my mind on which device I want. I asked him if he cancelled my airtime package he said no and said the system will allow me for an upgrade. I informed him that the Vodacom shop said I cannot qualify for an upgrade. I refused to speak to him and asked to speak to his manager/team leader as he does not understand my query.
I was put through to Hytercia Manisi of the Retentions Department. I explained the whole scenario again. She checked my number and said that I am due for an upgrade. I asked her to send me confirmation by sms or an email to confirm. She said that she cannot send me anything. She said if I have any problems the store can call the Upgrades Department to sort out. I viewed my frustration that I do not want to walk into a store and be more upset. I asked her to confirm now whilst on the phone that when I go into a store that I will be assisted without any more frustrations. She asked for the store number and she spoke to Mpumi and arranged the upgrade with him on my number. This entire call was 48 mins.
I thereafter called Mpumi from Vodacom Northgate Mall and he confirmed that he spoke to Hytercia Manisi and that my number reflects as an upgrade. I said to him that I was liaising with Brandon and Fifi (Huawei sales rep) in respect of the Huawei P9 phone which Fifi has kept aside for me. He enquired when I was going into the store and I confirmed on Saturday, 15 October 2016. He said phones are to be taken within 24hours. I asked him if I must report to him Vodacom as Brandon and Fifi are aware that I am coming to the store on Saturday. I told him to please liaise with them that the phone is kept aside and revert.
How difficult is it to cancel an airtime package sold under false pretence to be due for an upgrade for a new device. I am disappointed and disgusted with Vodacom’s service. They can be rest assured that if I am not assisted on Saturday, 15 October 2016 I will cancel my contract with them as their services are pathetic and it takes almost an hour to assist a customer. As a provider they turn around time should be efficient and providing quality customer care to their customers.