TK
Teboho K
1 reviews | Active since May 2013
31 Jul 2017, 12:42
Being ****** by voadcom
<p>During an upgrade on my main line, Vodacom’s agent asked me if I would like to renew my contract on my data line which I agreed to. I specifically told him to keep me on the same plan I was on for the last two years. He agreed and then promised to give me an additional Gig of data at no extra cost. Meaning I would continue paying the same amount for 2 gigs instead of 1 gig.</p> <p>To my horror at the end of the month, I discovered that he incorrectly put me on an open line data plan which resulted in me incurring a bill for R17 025 for data! Who in their right mind would opt for an open line for data when there are so many other affordable data plans out there!</p> <p>I have called your customer service and was told that my query would be logged with back office for investigations. Since lodging my query on the 21st, I have received two calls from your "back office" agents who have supposedly been investigating my query for the last week now. I have had no conclusive feedback and I’ve had to answer the same questions and keep explaining myself over again the two times I've been called back. Clearly no one is keeping notes of my query or actually has any idea what is going on because it seems like it's a new query every time I speak to someone.</p> <p>All I received is an sms this morning to tell me I have been migrated but no feedback regarding my refund! I don't even know what I’m going to be paying going forward.</p> <p>Please can someone get back to me about my refund?</p> <p>This should be prioritized and resolved speedily because this is your agents fault and now I have been inconvenienced because of them. Have you even listened to the service call?</p> <p> I'm done being patient because there doesn't seem to be any progress from your side. Please give me my money back and make sure that you correct my invoice for next month!</p>
Helpful (0)
Replies (5)0
Replies (5)
Vodacom's replyOfficial
31 Jul 2017, 12:51Dear 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,
Vodacom's reply31 Jul 2017, 12:51
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,
TK
Teboho K's updateReviewer Update
03 Aug 2017, 10:20Just received a call from your customer care department. The lady was very polite and was helpful, but I do not appreciate the patronizing “data bill shock letter” I was emailed after the call.
In the letter, you state that “a thorough investigation, has confirmed that the data usage and the billed amounts are true and correct.” That statement is not true because you still don’t have your facts straight – clearly haven’t listened to the call. This letter is making it seem like I intentionally chose this open ended data plan, didn’t monitor my data usage and then was surprised at the large bill at the end of the month.
Let’s get one thing clear, I DID NOT choose this plan. YOUR agent incorrectly put me on it without my knowledge so there was no way of me knowing I was running up a crazy bill! So your “once-off gesture of goodwill” is hogwash! You are at fault and you needed to make it right.
I don’t need your advice on monitoring my data. That’s why I have always been on a top up plan, so I can be in control of my data usage. I am very much aware of what happens on my accounts every month.
Nonetheless, I am satisfied that I will be getting my account credited and subsequently refunded in the next 7 -14 days. However, I am disappointed at how you have failed to acknowledged your agent’s error and overall how this query was handled.
TK
Teboho K's update03 Aug 2017, 10:20
Reviewer Update
Just received a call from your customer care department. The lady was very polite and was helpful, but I do not appreciate the patronizing “data bill shock letter” I was emailed after the call.
In the letter, you state that “a thorough investigation, has confirmed that the data usage and the billed amounts are true and correct.” That statement is not true because you still don’t have your facts straight – clearly haven’t listened to the call. This letter is making it seem like I intentionally chose this open ended data plan, didn’t monitor my data usage and then was surprised at the large bill at the end of the month.
Let’s get one thing clear, I DID NOT choose this plan. YOUR agent incorrectly put me on it without my knowledge so there was no way of me knowing I was running up a crazy bill! So your “once-off gesture of goodwill” is hogwash! You are at fault and you needed to make it right.
I don’t need your advice on monitoring my data. That’s why I have always been on a top up plan, so I can be in control of my data usage. I am very much aware of what happens on my accounts every month.
Nonetheless, I am satisfied that I will be getting my account credited and subsequently refunded in the next 7 -14 days. However, I am disappointed at how you have failed to acknowledged your agent’s error and overall how this query was handled.
Vodacom's replyOfficial
04 Aug 2017, 15:23Good day,
Feedback has been provided.
Please accept our apologies for any inconvenience caused.
Regards,
RM
Best regards,
Vodacom's reply04 Aug 2017, 15:23
Official
Good day,
Feedback has been provided.
Please accept our apologies for any inconvenience caused.
Regards,
RM
Best regards,
TK
Teboho K's updateReviewer Update
30 Aug 2017, 09:07I got the below sms on the 7th August. It's been 18 working days and I still haven't received my refund. I called into Customer Care to follow up and no one could assist. I was told that the refund was approved on the system, but no one could explain why I haven't received the money as yet. Can someone please let me know when I will be paid back my money.
Dear Teboho, as per your ref 1- ********** ********** , a refund of R 15508.45 inclusive of vat has been sent off to finance for approval. Allow up to 14 working days for monies to reflect within your bank account. Have a pleasant day further!
TK
Teboho K's update30 Aug 2017, 09:07
Reviewer Update
I got the below sms on the 7th August. It's been 18 working days and I still haven't received my refund. I called into Customer Care to follow up and no one could assist. I was told that the refund was approved on the system, but no one could explain why I haven't received the money as yet. Can someone please let me know when I will be paid back my money.
Dear Teboho, as per your ref 1- ********** ********** , a refund of R 15508.45 inclusive of vat has been sent off to finance for approval. Allow up to 14 working days for monies to reflect within your bank account. Have a pleasant day further!
TK
Teboho K's updateReviewer Update
30 Aug 2017, 09:08I got the below sms on the 7th August. It's been 18 working days and I still haven't received my refund. I called into Customer Care to follow up and no one could assist. I was told that the refund was approved on the system, but no one could explain why I haven't received the money as yet. Can someone please let me know when I will be paid back my money.
Dear Teboho, as per your ref 1- ********** ********** , a refund of R 15508.45 inclusive of vat has been sent off to finance for approval. Allow up to 14 working days for monies to reflect within your bank account. Have a pleasant day further!
TK
Teboho K's update30 Aug 2017, 09:08
Reviewer Update
I got the below sms on the 7th August. It's been 18 working days and I still haven't received my refund. I called into Customer Care to follow up and no one could assist. I was told that the refund was approved on the system, but no one could explain why I haven't received the money as yet. Can someone please let me know when I will be paid back my money.
Dear Teboho, as per your ref 1- ********** ********** , a refund of R 15508.45 inclusive of vat has been sent off to finance for approval. Allow up to 14 working days for monies to reflect within your bank account. Have a pleasant day further!