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Ndumiso M

1 reviews | Active since Jan 2013

22 Dec 2020, 13:48

Contract cellular Upgrade Pre order(Iphone 12 Pro max with ear-pods pro) which was canceled without contacting me

Good day I am raising this complaint against Vodacom regarding a Contract cellular Upgrade Pre order(Iphone 12 Pro max with ear-pods pro) which was canceled without contacting me. I called Vodacom on the 11 December to make an Upgrade to my existing contract and pre- order the ( Iphone 12 Pro max with ear-pods pro) for cellular number ***). I received a lead follow up call the following week to confirm my request for an upgrade and that RAM couriers will contact me on my Contract number that I am upgrading ***))when they are ready to deliver. I have just learnt when I followed up on my order status yesterday afternoon the 21st December that my order was canceled. Every agent that I have spoken too at Vodacom regarding why my order has been canceled has contradicted each other. Other agents advised it is due to me not being reachable by Vodacom on other numbers besides the contract number ***) I was told I would be reached on. Others agents said RAM couriers were not able to reach me. Other Agents advised my order was canceled due to them detecting a sim swap on my contract number ***). I must state that I was not at any point told when I called vodacom to initiate my upgrade and place a preorder about the above criteria, nor was I told about all the hoops I could need to jump on the Lead call I received from Vodacom. However conveniently and without any calls to me or emails, my upgrade request has been canceled. I believed these are not the Vodacom values that you uphold and live by in the way that I have received such poor customer service. I have been taken from pillar to post by every consultant that I have spoken too and all of them have been dismissive. Now I am being hold I need to go to a Vodacom store to apply again from scratch for the upgrade. I have no issues with that Provided I will receive the phone that I have pre Ordered on that day I get to the store. I have 2 cellular contract and a Fiber contract with Vodacom. Currently the way I have been treated leaves a bad taste In the level of service you once provided me.

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Replies (2)
Vodacom
Vodacom's reply22 Dec 2020, 14:17
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 
NM
Ndumiso M's update01 Jan 2021, 12:19
Reviewer Update
Your team did finally contact me and I was Left with no alternative but to start from scratch and make a new cellphone line upgrade application, due to the fact that Vodacom went ahead and canceled my previous application. Which I want to make mention again was made on time when the Pre Order Date for the IPhone 12 Arrived . Now I have to wait until Vodacom receives new stock of the I Phone 12 as they have depleted all the stock which customers like myself at the time had Pre Ordered. However due to the way my initial application was handled I have lost out on receiving the phone in time and instead need to wait indefinitely as Vodacom has no lead times on when they will be getting stock of the phone. This has really defeated the point of me having bothered to Pre- order the phone on the Initial date when Preorders Opened, so that I would have received the phone in December of 2020. By the way just a note my contract number which I wanted to upgrade is coming to an end date soon ( reached 24 month of existence ) . I now worry how thats going to affect my application Again when the Re stock of the phone Ever Does Arrive, will my application be canceled again this time round, Vodacom will sight that my contract has expired hence the reason for the cancellation of my application?