DM
Durand M
1 reviews | Active since Feb 2011
24 Mar 2022, 11:11
Bought airtime via Vodacom app, not reflecting, Tobi is a bot, and so are support
I bought R 250 airtime using the Vodacom APP. The money was deducted from my account but it's not reflecting as airtime. I managed to speak to a person yesterday and they said I have to wait 4 hours before they will refund. Nothing happened. I tried to speak to a human today but Tobi tried to help me and he doesn't understand anything because it's a bot. Then a consultant called me and she couldn't understand the difference between Mastercard and Masterpass and told me to speak to my bank because she can't see anything on the system. Kindly refund me or give me my airtime. Also kindly train your support people better. Also, Tobi is dumb.
Helpful (0)
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Replies (2)
Vodacom's replyOfficial
24 Mar 2022, 14:03Dear 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 reply24 Mar 2022, 14:03
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
DM
Durand M's updateReviewer Update
25 Mar 2022, 10:18Hello,
Thank you for sorting me out. The airtime is now in my account.
It's a pity that I had to complain here to get help.
I did try twice to do things through your first line support channel. The second time I was aggressively told that I need to speak to my bank to sort out your own issues. I see from these complaints that I am not the only one.
I recommend additional training and screening of your customer support personnel to enable them to assist your clients when something goes wrong with your systems.
I have lost faith in your Vodacom App and now will no longer use it to purchase airtime in case this happens again and I have to complain to get my money or airtime back.
Thank you for sorting me out. The airtime is now in my account.
It's a pity that I had to complain here to get help.
I did try twice to do things through your first line support channel. The second time I was aggressively told that I need to speak to my bank to sort out your own issues. I see from these complaints that I am not the only one.
I recommend additional training and screening of your customer support personnel to enable them to assist your clients when something goes wrong with your systems.
I have lost faith in your Vodacom App and now will no longer use it to purchase airtime in case this happens again and I have to complain to get my money or airtime back.
DM
Durand M's update25 Mar 2022, 10:18
Reviewer Update
Hello,
Thank you for sorting me out. The airtime is now in my account.
It's a pity that I had to complain here to get help.
I did try twice to do things through your first line support channel. The second time I was aggressively told that I need to speak to my bank to sort out your own issues. I see from these complaints that I am not the only one.
I recommend additional training and screening of your customer support personnel to enable them to assist your clients when something goes wrong with your systems.
I have lost faith in your Vodacom App and now will no longer use it to purchase airtime in case this happens again and I have to complain to get my money or airtime back.
Thank you for sorting me out. The airtime is now in my account.
It's a pity that I had to complain here to get help.
I did try twice to do things through your first line support channel. The second time I was aggressively told that I need to speak to my bank to sort out your own issues. I see from these complaints that I am not the only one.
I recommend additional training and screening of your customer support personnel to enable them to assist your clients when something goes wrong with your systems.
I have lost faith in your Vodacom App and now will no longer use it to purchase airtime in case this happens again and I have to complain to get my money or airtime back.