Consistent Incompetence
<p>I've been trying to get assistance from Ebrahim Hardien (supervisor at Vodacom Blue Route), but he is clearly not interested in helping me.</p> <p> </p> <p>I experienced a series of issues with Vodacom Legal/Accounts department after the Blue Route store made a mistake with my account transfer of ownership done in March 2015. After the death of my father (the original account holder), my contract got suspended repeatedly. While the store was trying to resolve the mistake, I was being charged for numurous account unlocking fees.</p> <p> </p> <p>According to my current statement of account, I am also being charged for a line transfer, which is completely unacceptable. Mr Hardien assured me that these random charges will be removed from account and I am not liable for their mistake.</p> <p> </p> <p>However, I haven't received any feedback from Mr Hardien since April 22nd, and he is clearly not interested in taking ownership of this issue.</p> <p> </p> <p>If I get billed for these charges end of this month, I will have no other choice but to close my account with Vodacom and take my business elsewhere. </p> <p> </p> <p>Below are some of my previous reference numbers to get more information about this case. I am also very eager to forward you my email correspondance with Mr Hardien, which will clearly show you his lack of interest in this case.</p> <p> </p> <p> </p> <p>PC-04TQ-3DWUES</p> <p>EC-04WO-22EQUU</p> <p>EC-04WP-1D9SWM</p> <p>EC-04WI-3QKZQ1</p> <p>EC-04TR-2UZEM2</p> <p> </p> <p>Jonathan Nel</p> <p>*** (account number I***)</p>
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Vodacom's replyOfficial
26 May 2016, 08:56Dear Customer, Thank you for making us aware of your complaint. Please note that a consultant will make contact with you in due course to help with your query. Regards, Vodacom Consumer Website Team
Best regards,
Vodacom's reply26 May 2016, 08:56
Official
Dear Customer, Thank you for making us aware of your complaint. Please note that a consultant will make contact with you in due course to help with your query. Regards, Vodacom Consumer Website Team
Best regards,
's updateReviewer Update
30 May 2016, 12:02I received a phone call from the accounts department on Thursday, straight after logging the above complaint. Although the consultant was unprepared for the call and didn't investigate my account status and complain beforehand, he was very helpful.
He eventually told me that he was going to investigate the issue and get in touch with Ebrahim Hardien at Blue Route Mall Vodacom. After also being unable to receive a response from Ebrahim, the consultant processed a credit note for my account to eliminate the redundant/incorrect charges.
The consultant phoned me back the next morning to assure me that the matter has been resolved, but that I should expect the debit order for the incorrect amount to still go off since Vodacom already processed billing charges for the month.
I still haven't received any feedback from Ebrahim Hardien or Kim Fortuin from the Blue Route shop, and will therefor never go back to their store. I have never experienced this level of incompetence and lack of interest in customer service.
I will continue to make use of Vodacom as service provider, however, I will highly recommend people to never make use of the Blue Route Vodacom shop.
's update30 May 2016, 12:02
Reviewer Update
I received a phone call from the accounts department on Thursday, straight after logging the above complaint. Although the consultant was unprepared for the call and didn't investigate my account status and complain beforehand, he was very helpful.
He eventually told me that he was going to investigate the issue and get in touch with Ebrahim Hardien at Blue Route Mall Vodacom. After also being unable to receive a response from Ebrahim, the consultant processed a credit note for my account to eliminate the redundant/incorrect charges.
The consultant phoned me back the next morning to assure me that the matter has been resolved, but that I should expect the debit order for the incorrect amount to still go off since Vodacom already processed billing charges for the month.
I still haven't received any feedback from Ebrahim Hardien or Kim Fortuin from the Blue Route shop, and will therefor never go back to their store. I have never experienced this level of incompetence and lack of interest in customer service.
I will continue to make use of Vodacom as service provider, however, I will highly recommend people to never make use of the Blue Route Vodacom shop.