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JD E

1 reviews | Active since Jul 2011

11 Sept 2022, 17:31

Bad service

I have been a Vodacom customer for over 20 years. I’ve never experienced such bad service as with my latest upgrade. I have 3 cell phone contacts and one data sim contract with Vodacom. The data contract’s upgrade date was Apr 2022 and the contract end date Sep 2022. This contract is a data only contract with a router. At the end of Aug 2022, I did an online upgrade on this contact. I am struggling for the last 11 days to get the new data contract activated. I learned from the Vodacom call centre that the upgrade was done on the primary number and will only commence on 1 Oct 2022. This primary number is a cell phone contract that was upgraded in the beginning of 2021 and is on a 3-year contract. The upgrade date for this cell phone contract is Mar 2024. How can Vodacom do an upgrade on this contract now? All Vodacom needs to do is link the new contract to the correct number and activate the sim card. Or is that asking too much?

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Replies (3)
Vodacom
Vodacom's reply11 Sept 2022, 17:32
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 

Best regards,

JE
JD E's update12 Sept 2022, 18:12
Reviewer Update
As expected, the standard computer-generated reply.

I wonder if they also have a standard computer-generated reply to ICASA and the National Consumer Commission, as I plan to escalate my query to these bodies should this issue not be resolved in the next few days.

Vodacom
Vodacom's reply22 Sept 2022, 14:57
Official
Dear Customer, Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organization. Kindly note we have escalated your query to our Upgrades Team. Based on the feedback provided the team has confirmed they tried to make contact with the account holder few times with no success. The team advised they have reviewed the application and shows that the order was processed using the end to end journey on the Vodacom website the customer selected the self help option method. Should you dispute this, you can forward the ***** dispute case to email address ***. You would need to attach, 1. An affidavit stating you did not authorize the activation. 2. Copy of your ID document for further investigation and feedback. 

Regards Consumer Website Team

Best regards,