JN
Jaap N
1 reviews | Active since Sept 2009
01 Jul 2020, 17:07
CUSTOMER OF PAST 20 YEARS CANCELS SERVICE (3 contracts) - AS SOON AS THEY ANSWER THE PHONE!
After 15 phone calls , with an average waiting time of 15 minutes to receive help in DOWNGRADING my contracts to prepaid. I spoke to about 6 different operators , who promised you will soon receive an sms, which never happens - so I phone again and again.... Every time the indication is that nothing was changed on the system and my existing contracts is still in place (similar to Telkom tactic). Again follow response from their customer care email line; their customer care help line does not answer my calls and 082111 does not exist (listed on web site at 10 places); my 3 contracts has all now been UPGRADED to contract with 20Gig data each!!!
Helpful (0)
Replies (5)0
Replies (5)
Vodacom's replyOfficial
02 Jul 2020, 07:12Dear 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 reply02 Jul 2020, 07:12
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
JN
CONSULTANT 2 @10:16: You have upgraded and liable - investigation will take 5 to 7 days
As per our telephonic interaction on ******, it refers: Our records reflect Upgrades was done on the cellphone numbers below, which you have active on your Vodacom Account: // Your Order reference numbers is as follow: // Please note the Upgrades was done in the month of June 2020, as advised. For us to mitigate what was agreed on the Calls in June 2020 when Cancellations was requested, I will escalated your query to our Quality Team. I made reference to advise our Quality Team will establish the agreement between yourself and the Agents whom assisted you. Only on the findings of the Call Recordings we will advise if you are liable to pay for the remainder for 24 Months or will Upgrade reversals be done. You may await feedback within 5-7 working days.
CONSULTANT 3 17:30 & 17:59: I have listen to 1st part of the recording (minute 8 of 19minutes) - you have upgraded, but 24month contractual condition not clear. Will arrange access to full recording at branch. I requested him to continue listening to rest.
I have engaged [consultant 3] who agreed to make the Vodacom recording of 27 June at 08:50 available to me and my team - he will confirm appointment at 08am Friday. We will visit the ***xx store to this effect on Friday. Vodacom is apparently not prepared/allowed to share theIr version of the recording with me , however the Promotion of Access to Information Act does provide for this and Vodacom does set out a procedure as per pocm01-001326.pdf (link below). The consultant did confirm that an offer was made by the operator at minute 08 of the call and that no clear indication of a 24 month contract condition was provided. I have requested the consultant to continue listening to the latter part (as per my records) where it is clear that the proposed option by the operator was not accepted, after establishing the fact that there was indeed a contract extension attached (concealed) to this deal and I do not wish to commit to any contract. I subsequently explicitly requested cancellation / downgrade, which was confirmed in the call. I also requested escalation of the fact that previous cancellation / downgrade requests was not processed and it was confirmed during the call that it has been escalated to the supervisor and the previous call centre operator. As per my detailed call log and notes of all previous calls, shared with Vodacom customer care, I once again confirmed my notes that was taken during the call as below:
Jaap N's updateReviewer Update
03 Jul 2020, 07:14Vodacom actually responded via hellopeter with 3 different consultants establishing contact (they might be linked). Attached the update on the matter as on 03 July received from 3 different consultants.:
CONSULTANT 1 @09:40: Your are liable. You will have to pay the new contract untill we have finished our investigation into this matter.
CONSULTANT 1 @09:40: Your are liable. You will have to pay the new contract untill we have finished our investigation into this matter.
Customer care - They will investigate / listen to the recordings & It will take 7 to 10 day
Following this they will decide if I am liable for 24 month contracts on my 3 accounts and
If I am not liable, they will correct the issue. I referred [consutant 1] to the last call: Call 2: 27 June 08:50 19 minutes and my notes of the call
Following this they will decide if I am liable for 24 month contracts on my 3 accounts and
If I am not liable, they will correct the issue. I referred [consutant 1] to the last call: Call 2: 27 June 08:50 19 minutes and my notes of the call
CONSULTANT 2 @10:16: You have upgraded and liable - investigation will take 5 to 7 days
As per our telephonic interaction on ******, it refers: Our records reflect Upgrades was done on the cellphone numbers below, which you have active on your Vodacom Account: // Your Order reference numbers is as follow: // Please note the Upgrades was done in the month of June 2020, as advised. For us to mitigate what was agreed on the Calls in June 2020 when Cancellations was requested, I will escalated your query to our Quality Team. I made reference to advise our Quality Team will establish the agreement between yourself and the Agents whom assisted you. Only on the findings of the Call Recordings we will advise if you are liable to pay for the remainder for 24 Months or will Upgrade reversals be done. You may await feedback within 5-7 working days.
CONSULTANT 3 17:30 & 17:59: I have listen to 1st part of the recording (minute 8 of 19minutes) - you have upgraded, but 24month contractual condition not clear. Will arrange access to full recording at branch. I requested him to continue listening to rest.
I have engaged [consultant 3] who agreed to make the Vodacom recording of 27 June at 08:50 available to me and my team - he will confirm appointment at 08am Friday. We will visit the ***xx store to this effect on Friday. Vodacom is apparently not prepared/allowed to share theIr version of the recording with me , however the Promotion of Access to Information Act does provide for this and Vodacom does set out a procedure as per pocm01-001326.pdf (link below). The consultant did confirm that an offer was made by the operator at minute 08 of the call and that no clear indication of a 24 month contract condition was provided. I have requested the consultant to continue listening to the latter part (as per my records) where it is clear that the proposed option by the operator was not accepted, after establishing the fact that there was indeed a contract extension attached (concealed) to this deal and I do not wish to commit to any contract. I subsequently explicitly requested cancellation / downgrade, which was confirmed in the call. I also requested escalation of the fact that previous cancellation / downgrade requests was not processed and it was confirmed during the call that it has been escalated to the supervisor and the previous call centre operator. As per my detailed call log and notes of all previous calls, shared with Vodacom customer care, I once again confirmed my notes that was taken during the call as below:
CALL 2 (2ND CALL FOR THE DAY): 27 JUNE 08:50 19 MINUTES
Name: ANDILE
Reference: None – the call has been recorded by me
Confirmed 3 numbers to be downgraded
Indicated that this is my 7th call to this effect and previous promises and return calls were not honoured
Again retention option offered = R60 2G with 100 minutes with contract (which is again a DIFFERENT option!) [Note: when asked to double check if this is linked to a contract commitment he reluctantly indicated that this option does imply a contract]
Stated that I am NOT interested in a contract
Operator stated that there is no alternative option available
Cancellation logged for end of month (Note: of current contract and convert to prepaid)
You will receive sms confirming the cancellation
He has escalated the complaint
He has also contacted NTUMALENG to escalate the complaint
I now need to emphasize the fact that I am taking a day with my representative to visit the elected VODACOM venue to listen to VODACOMs' version of the recording (Which very few customers will agree to) to confirm VODACOMs' case. This will only encourage further action from my side beyond resolution as I am confident of my position. It is now a matter of principle on exploitation of customers by call centre operators and corporates.
https://www.vodacom.co.za/cs/groups/public/documents/vodacom.co.za_portal_webassets/pocm01-001326.pdf
JN
Jaap N's update03 Jul 2020, 07:14
Reviewer Update
Vodacom actually responded via hellopeter with 3 different consultants establishing contact (they might be linked). Attached the update on the matter as on 03 July received from 3 different consultants.:
CONSULTANT 1 @09:40: Your are liable. You will have to pay the new contract untill we have finished our investigation into this matter.
CONSULTANT 1 @09:40: Your are liable. You will have to pay the new contract untill we have finished our investigation into this matter.
Customer care - They will investigate / listen to the recordings & It will take 7 to 10 day
Following this they will decide if I am liable for 24 month contracts on my 3 accounts and
If I am not liable, they will correct the issue. I referred [consutant 1] to the last call: Call 2: 27 June 08:50 19 minutes and my notes of the call
Following this they will decide if I am liable for 24 month contracts on my 3 accounts and
If I am not liable, they will correct the issue. I referred [consutant 1] to the last call: Call 2: 27 June 08:50 19 minutes and my notes of the call
CONSULTANT 2 @10:16: You have upgraded and liable - investigation will take 5 to 7 days
As per our telephonic interaction on ******, it refers: Our records reflect Upgrades was done on the cellphone numbers below, which you have active on your Vodacom Account: // Your Order reference numbers is as follow: // Please note the Upgrades was done in the month of June 2020, as advised. For us to mitigate what was agreed on the Calls in June 2020 when Cancellations was requested, I will escalated your query to our Quality Team. I made reference to advise our Quality Team will establish the agreement between yourself and the Agents whom assisted you. Only on the findings of the Call Recordings we will advise if you are liable to pay for the remainder for 24 Months or will Upgrade reversals be done. You may await feedback within 5-7 working days.
CONSULTANT 3 17:30 & 17:59: I have listen to 1st part of the recording (minute 8 of 19minutes) - you have upgraded, but 24month contractual condition not clear. Will arrange access to full recording at branch. I requested him to continue listening to rest.
I have engaged [consultant 3] who agreed to make the Vodacom recording of 27 June at 08:50 available to me and my team - he will confirm appointment at 08am Friday. We will visit the ***xx store to this effect on Friday. Vodacom is apparently not prepared/allowed to share theIr version of the recording with me , however the Promotion of Access to Information Act does provide for this and Vodacom does set out a procedure as per pocm01-001326.pdf (link below). The consultant did confirm that an offer was made by the operator at minute 08 of the call and that no clear indication of a 24 month contract condition was provided. I have requested the consultant to continue listening to the latter part (as per my records) where it is clear that the proposed option by the operator was not accepted, after establishing the fact that there was indeed a contract extension attached (concealed) to this deal and I do not wish to commit to any contract. I subsequently explicitly requested cancellation / downgrade, which was confirmed in the call. I also requested escalation of the fact that previous cancellation / downgrade requests was not processed and it was confirmed during the call that it has been escalated to the supervisor and the previous call centre operator. As per my detailed call log and notes of all previous calls, shared with Vodacom customer care, I once again confirmed my notes that was taken during the call as below:
CALL 2 (2ND CALL FOR THE DAY): 27 JUNE 08:50 19 MINUTES
Name: ANDILE
Reference: None – the call has been recorded by me
Confirmed 3 numbers to be downgraded
Indicated that this is my 7th call to this effect and previous promises and return calls were not honoured
Again retention option offered = R60 2G with 100 minutes with contract (which is again a DIFFERENT option!) [Note: when asked to double check if this is linked to a contract commitment he reluctantly indicated that this option does imply a contract]
Stated that I am NOT interested in a contract
Operator stated that there is no alternative option available
Cancellation logged for end of month (Note: of current contract and convert to prepaid)
You will receive sms confirming the cancellation
He has escalated the complaint
He has also contacted NTUMALENG to escalate the complaint
I now need to emphasize the fact that I am taking a day with my representative to visit the elected VODACOM venue to listen to VODACOMs' version of the recording (Which very few customers will agree to) to confirm VODACOMs' case. This will only encourage further action from my side beyond resolution as I am confident of my position. It is now a matter of principle on exploitation of customers by call centre operators and corporates.
https://www.vodacom.co.za/cs/groups/public/documents/vodacom.co.za_portal_webassets/pocm01-001326.pdf
JN
Jaap N's updateReviewer Update
03 Jul 2020, 07:49 LOG OF EVENTS
----------------------------------------------------------------------------------------------------------------------
Call 1: 23 June 16:15 - Vodacom Insurance Cancellation
- Operator confirmed and
- indicated rep will call back to conclude same day
- No call received
----------------------------------------------------------------------------------------------------------------------
Call 2: 24 June 09:48 - Vodacom Insurance Cancellation
- Did follow up call to confirm changes has been effected
- Operator indicated policies still active
- Now cancelled agaiun and confirmed such
- Told Ref is [cell phone number and date]
----------------------------------------------------------------------------------------------------------------------
Call 1: 23 June 16:05 19 minutes - Vodacom Cancellation / Downgrade
- Wanted to downgrade to PREPAID
- After long hold and process (operator was switching back and forth to supervisor)
- Retention department contacted
- Convinced me to retain met with competitive option
- Agreed NO CONTRACT option
- 082: R99 with 1G + R175 airtime
- 071: R49 with 0.5G + R65 airtime
- 062: R49 with 0.5G + R65 airtime
- Indicated I will receive SMS to this effect
- No SMS received as promised
----------------------------------------------------------------------------------------------------------------------
Call 2: 24 June 09:59 18minutes – follow up call
- Nothing on system from yesterday discussion
- No SMS received as promised
- Operator indicated no problem to change – started process again
- Confirmed following option is available but with 24 MONTH CONTRACT (Again different option)
- 082: R99 with 1G + R175 airtime
- 071: R49 with 0.5G + R65 airtime
- 062: R49 with 0.5G + R65 airtime
- I indicated cannot accept any CONTRACT option
----------------------------------------------------------------------------------------------------------------------
Call 3: 24 June 10:19 6minutes
- Hold ….
- Operator discussion
- Then cut off again!
----------------------------------------------------------------------------------------------------------------------
Call 4: 24 June 10:25 7minutes
- Hold ….
- Operator – same one I previously spoke to [NTUMALENG]
- Indicated he is working from home
- System is very slow
- He has all my documents opened in front of him
- He escalated the request and awaiting feedback from supervisor
- He confirmed my contact number as ******x
- He confirmed he will phone me back before 11am today
- I once again reiterated that I am not interested in any contract i.e. 24 months
- If they cannot accommodate my request I will consider migrating to Afrihost, who offers similar 1G option with airtime [1G plus 40min at R109pm no contract]
----------------------------------------------------------------------------------------------------------------------
Call 1: 27 June 08:47 2minutes
- Cut off....again
----------------------------------------------------------------------------------------------------------------------
Call 2: 27 June 08:50 19 minutes
- Name: Andile
- Reference: None – the call has been recorded by me
- Confirmed 3 numbers to be downgraded
- Indicated that this is my 7th call to this effect and previous promises and return calls were not honoured
- R60 2G with 100 minutes with contract (which is again a DIFFERENT option!)
- I stated that I am NOT interested in a contract
- Operator stated that there is no alternative option available then
- Cancellation logged for end of month
- You will receive sms confirming the cancellation
- He has escalated the complaint
- He has also contacted NTUMALENG to escalate the complaint
----------------------------------------------------------------------------------------------------------------------
NOTE: 27 June 09:10
- No confirmation sms’s received on any of the numbers
----------------------------------------------------------------------------------------------------------------------
EMAIL: Date: Saturday, 27 June 2020 at 09:48 To: <***>
Dear customer “care”, Following several engagements ranging from Vodacom store visits to >8 customer care line calls the following refers:
OUTLETS CAN ONLY UPGRADE: I wanted to adjust my packages (***xx) - No assistance from outlets. Current packages do not support the usage pattern of phones.
CALL CENTRE DONT IMPLEMENT, CONFIRM OR FOLLOW UP AS PROMISED: The “care line” offered me various options, which I responded positively to. Follow up confirmation and calls as promised were not done. I decided to make follow-up calls to confirm these options. Each time NO changes were reflected on the system and I was offered a NEW, but different retention option. FRUSTRATION RESULTED IN DECISION TO MOVE TO PREPAID & PORT :
The service and response from the call line were so disappointing that I decided to downgrade to prepaid with the view to port to an alternative provider. My only similar experience to date was with TELKOM – please do not allow your company to slide down the same path. Maybe the outlet store will now be prepared to assist to upgrade from prepaid
ONLINE APP / PORTAL COULD HAVE MADE LIFE EASIER:I would by far have preferred a self-service portal . An option such as presented by AFRIHOST mobile is customer focussed, simple to use and flexible, but not the cheapest (most likely option I will port to). I am a small and probably insignificant customer in your bigger scheme, but maybe my voice and social media posts will attract some attention to improve service for future customers.
----------------------------------------------------------------------------------------------------------------------
EMAIL: 27 June - Email could not be delivered. This is a system-generated message to inform you that your email could not be delivered to one or more recipients. Details of the email and the error are as follows: <***> Reporting-MTA: dns; st43p00im-ztbu***1.me.com Arrival-Date: Sat, 27 Jun 2020 07:46:38 +0000 (UTC)
----------------------------------------------------------------------------------------------------------------------
EMAIL Sent:, July 1, 2020 4:56:10 PM GMT+02:00 To: ***
This is absolutely not acceptable! After all my attem,ps to downgrade my contract to prepaid the operator today confirmed my contract was in fact UPGRADED – each contract received 20Gigs of data. What on earth is happening!!! Now I am on a mission to cancel my Vodacom contract!
----------------------------------------------------------------------------------------------------------------------
Call 1: 01 July 15:37 6 minutes
- Cut off....again
Call 2: 01 July 15:44 01 minutes (Tried 4 times)
- 082111 customer care line
- Number does not exist
Call 3: 01 July 15:40 45 minutes
- Nomsa answered
- She confirmed an upgrade was done on 29th – after I have requested downgrade / cancellation to prepaid.
- She cannot assist me and will have to consult Retentions
- Was asked to hold
- 6 minutes later I was switched to Plese evaluate the level of service
- Did not accept 0 out of 10 so I enter 1. By the 2nd question the call was ended after entering 1 again.
Call 4: 01 July 16:32 25 minutes
- Please stay on the line.....
Call 5 : 01 July 16:40 13 minutes (Started a 2nd parallel phone call)
- Please stay on the line.....
----------------------------------------------------------------------------------------------------------------------
EMAIL From: *** Date: Wednesday, 01 July 2020 at 21:44
Good day ******. We acknowledge the receipt of your email. Regrettably: due to the time period your email has reached us we unable to contact you. First and foremost, I would like to take this opportunity to express our sincere apologies for any inconvenience that you may have experienced. Protection of your account against ***** it is critical to us so before we continue, we need to verify that you have permission to request information on this account by asking you a few security questions:
*Vodacom account number
*Identity number
*Vodacom invoice/ statement address as appear
On receipt of this information we will be able to assist you further.To manage your Account
Did you Know. You may make use and register and login on vodacom app www.vodacom.co.za. eService Team
----------------------------------------------------------------------------------------------------------------------
EMAIL From: *** Date: Thursday, 02 July 2020 at 10:17
Good day ******. Thank you for your email. As per our telephonic interaction on ***xx, it refers:
Good day ******. Thank you for your email. As per our telephonic interaction on ***xx, it refers:
Our records reflect Upgrades was done on the cellphone numbers below, which you have active on your Vodacom Account:
- uChoose Flexi 210 package to the uChoose Flexi 65 package
- uChoose Flexi 210 package to the uChoose Flexi 125 package
- uChoose Flexi 210 package to the uChoose Flexi 175 package
Please note the Upgrades was done in the month of June 2020, as advised.For us to mitigate what was agreed on the Calls in June 2020 when Cancellations was requested, I will escalated your query to our Quality Team.I made reference to advise our Quality Team will establish the agreement between yourself and the Agents whom assisted you. Only on the findings of the Call Recordings we will advise if you are liable to pay for the remainder for 24 Months or will Upgrade reversals be done.
You may await feedback within 5-7 working days. Thank you for your time with this query and we do apologise for any inconvenience caused.Thank you for using Vodacom's Emails service, have a good day further and it is advised that you may manage your Vodacom account on www.vodacom.co.za or via the My Vodacom App, if you registered. eService Team
JN
Jaap N's update03 Jul 2020, 07:49
Reviewer Update
LOG OF EVENTS
----------------------------------------------------------------------------------------------------------------------
Call 1: 23 June 16:15 - Vodacom Insurance Cancellation
- Operator confirmed and
- indicated rep will call back to conclude same day
- No call received
----------------------------------------------------------------------------------------------------------------------
Call 2: 24 June 09:48 - Vodacom Insurance Cancellation
- Did follow up call to confirm changes has been effected
- Operator indicated policies still active
- Now cancelled agaiun and confirmed such
- Told Ref is [cell phone number and date]
----------------------------------------------------------------------------------------------------------------------
Call 1: 23 June 16:05 19 minutes - Vodacom Cancellation / Downgrade
- Wanted to downgrade to PREPAID
- After long hold and process (operator was switching back and forth to supervisor)
- Retention department contacted
- Convinced me to retain met with competitive option
- Agreed NO CONTRACT option
- 082: R99 with 1G + R175 airtime
- 071: R49 with 0.5G + R65 airtime
- 062: R49 with 0.5G + R65 airtime
- Indicated I will receive SMS to this effect
- No SMS received as promised
----------------------------------------------------------------------------------------------------------------------
Call 2: 24 June 09:59 18minutes – follow up call
- Nothing on system from yesterday discussion
- No SMS received as promised
- Operator indicated no problem to change – started process again
- Confirmed following option is available but with 24 MONTH CONTRACT (Again different option)
- 082: R99 with 1G + R175 airtime
- 071: R49 with 0.5G + R65 airtime
- 062: R49 with 0.5G + R65 airtime
- I indicated cannot accept any CONTRACT option
----------------------------------------------------------------------------------------------------------------------
Call 3: 24 June 10:19 6minutes
- Hold ….
- Operator discussion
- Then cut off again!
----------------------------------------------------------------------------------------------------------------------
Call 4: 24 June 10:25 7minutes
- Hold ….
- Operator – same one I previously spoke to [NTUMALENG]
- Indicated he is working from home
- System is very slow
- He has all my documents opened in front of him
- He escalated the request and awaiting feedback from supervisor
- He confirmed my contact number as ******x
- He confirmed he will phone me back before 11am today
- I once again reiterated that I am not interested in any contract i.e. 24 months
- If they cannot accommodate my request I will consider migrating to Afrihost, who offers similar 1G option with airtime [1G plus 40min at R109pm no contract]
----------------------------------------------------------------------------------------------------------------------
Call 1: 27 June 08:47 2minutes
- Cut off....again
----------------------------------------------------------------------------------------------------------------------
Call 2: 27 June 08:50 19 minutes
- Name: Andile
- Reference: None – the call has been recorded by me
- Confirmed 3 numbers to be downgraded
- Indicated that this is my 7th call to this effect and previous promises and return calls were not honoured
- R60 2G with 100 minutes with contract (which is again a DIFFERENT option!)
- I stated that I am NOT interested in a contract
- Operator stated that there is no alternative option available then
- Cancellation logged for end of month
- You will receive sms confirming the cancellation
- He has escalated the complaint
- He has also contacted NTUMALENG to escalate the complaint
----------------------------------------------------------------------------------------------------------------------
NOTE: 27 June 09:10
- No confirmation sms’s received on any of the numbers
----------------------------------------------------------------------------------------------------------------------
EMAIL: Date: Saturday, 27 June 2020 at 09:48 To: <***>
Dear customer “care”, Following several engagements ranging from Vodacom store visits to >8 customer care line calls the following refers:
OUTLETS CAN ONLY UPGRADE: I wanted to adjust my packages (***xx) - No assistance from outlets. Current packages do not support the usage pattern of phones.
CALL CENTRE DONT IMPLEMENT, CONFIRM OR FOLLOW UP AS PROMISED: The “care line” offered me various options, which I responded positively to. Follow up confirmation and calls as promised were not done. I decided to make follow-up calls to confirm these options. Each time NO changes were reflected on the system and I was offered a NEW, but different retention option. FRUSTRATION RESULTED IN DECISION TO MOVE TO PREPAID & PORT :
The service and response from the call line were so disappointing that I decided to downgrade to prepaid with the view to port to an alternative provider. My only similar experience to date was with TELKOM – please do not allow your company to slide down the same path. Maybe the outlet store will now be prepared to assist to upgrade from prepaid
ONLINE APP / PORTAL COULD HAVE MADE LIFE EASIER:I would by far have preferred a self-service portal . An option such as presented by AFRIHOST mobile is customer focussed, simple to use and flexible, but not the cheapest (most likely option I will port to). I am a small and probably insignificant customer in your bigger scheme, but maybe my voice and social media posts will attract some attention to improve service for future customers.
----------------------------------------------------------------------------------------------------------------------
EMAIL: 27 June - Email could not be delivered. This is a system-generated message to inform you that your email could not be delivered to one or more recipients. Details of the email and the error are as follows: <***> Reporting-MTA: dns; st43p00im-ztbu***1.me.com Arrival-Date: Sat, 27 Jun 2020 07:46:38 +0000 (UTC)
----------------------------------------------------------------------------------------------------------------------
EMAIL Sent:, July 1, 2020 4:56:10 PM GMT+02:00 To: ***
This is absolutely not acceptable! After all my attem,ps to downgrade my contract to prepaid the operator today confirmed my contract was in fact UPGRADED – each contract received 20Gigs of data. What on earth is happening!!! Now I am on a mission to cancel my Vodacom contract!
----------------------------------------------------------------------------------------------------------------------
Call 1: 01 July 15:37 6 minutes
- Cut off....again
Call 2: 01 July 15:44 01 minutes (Tried 4 times)
- 082111 customer care line
- Number does not exist
Call 3: 01 July 15:40 45 minutes
- Nomsa answered
- She confirmed an upgrade was done on 29th – after I have requested downgrade / cancellation to prepaid.
- She cannot assist me and will have to consult Retentions
- Was asked to hold
- 6 minutes later I was switched to Plese evaluate the level of service
- Did not accept 0 out of 10 so I enter 1. By the 2nd question the call was ended after entering 1 again.
Call 4: 01 July 16:32 25 minutes
- Please stay on the line.....
Call 5 : 01 July 16:40 13 minutes (Started a 2nd parallel phone call)
- Please stay on the line.....
----------------------------------------------------------------------------------------------------------------------
EMAIL From: *** Date: Wednesday, 01 July 2020 at 21:44
Good day ******. We acknowledge the receipt of your email. Regrettably: due to the time period your email has reached us we unable to contact you. First and foremost, I would like to take this opportunity to express our sincere apologies for any inconvenience that you may have experienced. Protection of your account against ***** it is critical to us so before we continue, we need to verify that you have permission to request information on this account by asking you a few security questions:
*Vodacom account number
*Identity number
*Vodacom invoice/ statement address as appear
On receipt of this information we will be able to assist you further.To manage your Account
Did you Know. You may make use and register and login on vodacom app www.vodacom.co.za. eService Team
----------------------------------------------------------------------------------------------------------------------
EMAIL From: *** Date: Thursday, 02 July 2020 at 10:17
Good day ******. Thank you for your email. As per our telephonic interaction on ***xx, it refers:
Good day ******. Thank you for your email. As per our telephonic interaction on ***xx, it refers:
Our records reflect Upgrades was done on the cellphone numbers below, which you have active on your Vodacom Account:
- uChoose Flexi 210 package to the uChoose Flexi 65 package
- uChoose Flexi 210 package to the uChoose Flexi 125 package
- uChoose Flexi 210 package to the uChoose Flexi 175 package
Please note the Upgrades was done in the month of June 2020, as advised.For us to mitigate what was agreed on the Calls in June 2020 when Cancellations was requested, I will escalated your query to our Quality Team.I made reference to advise our Quality Team will establish the agreement between yourself and the Agents whom assisted you. Only on the findings of the Call Recordings we will advise if you are liable to pay for the remainder for 24 Months or will Upgrade reversals be done.
You may await feedback within 5-7 working days. Thank you for your time with this query and we do apologise for any inconvenience caused.Thank you for using Vodacom's Emails service, have a good day further and it is advised that you may manage your Vodacom account on www.vodacom.co.za or via the My Vodacom App, if you registered. eService Team
JN
I received a follow-up call from Vodacom consultant:
Jaap N's updateReviewer Update
05 Jul 2020, 22:09Follow up calls received on Friday 03 July (I made sure I record every conversation)
- Operator phoned
- Indicated that the recordings were reviewed and there might have been a misunderstanding about the upgrade request
- As gesture of goodwill they will reverse the upgrade with immediate effect to previous contract status (there is a process)
- Following this they will assist with downgrade process to prepaid
- I made sure that there is no grey area in conversation and confirmed several times = prepaid only / no contract / no upgrade / don't want special deal / don't want anything for free.
- This did not deter a few last attempts to "guide" me towards a contract .....
- I was asked to reconsider and in exchange I was offered 2Gig on each contract as goodwill gesture - which I turned down
- I was then asked if I would not at least keep one of the 3 contracts on contract - they will offer a good deal - which I turned down
- Siphiwe indicated he will call me back on update - this did not transpire
I received a follow-up call from Vodacom consultant:
- Indicated that operator will phone to resolve this issue
- Very cordial and friendly conversation
- Appreciate the fact that he t tried to resolve and made effort to follow up
- I also indicated that I will continue with process to obtain copy of call recording
JN
Jaap N's update05 Jul 2020, 22:09
Reviewer Update
Follow up calls received on Friday 03 July (I made sure I record every conversation)
- Operator phoned
- Indicated that the recordings were reviewed and there might have been a misunderstanding about the upgrade request
- As gesture of goodwill they will reverse the upgrade with immediate effect to previous contract status (there is a process)
- Following this they will assist with downgrade process to prepaid
- I made sure that there is no grey area in conversation and confirmed several times = prepaid only / no contract / no upgrade / don't want special deal / don't want anything for free.
- This did not deter a few last attempts to "guide" me towards a contract .....
- I was asked to reconsider and in exchange I was offered 2Gig on each contract as goodwill gesture - which I turned down
- I was then asked if I would not at least keep one of the 3 contracts on contract - they will offer a good deal - which I turned down
- Siphiwe indicated he will call me back on update - this did not transpire
I received a follow-up call from Vodacom consultant:
- Indicated that operator will phone to resolve this issue
- Very cordial and friendly conversation
- Appreciate the fact that he t tried to resolve and made effort to follow up
- I also indicated that I will continue with process to obtain copy of call recording
JN
Jaap N's updateReviewer Update
18 Jul 2020, 03:52This issue has still not been resolved. No actions feedback as promised. I did a follow up call on 17 July and spoke to Tumelo and there is once again NO RECORD on the system of conversation or actions as agreed to on the 03rd of July. The process starts again from scratch! This process has now costed me in excess of R1k in phone calls. My mission is now to cancel VODACOM and not only downgrade and to provide them exposure to social media.
JN
Jaap N's update18 Jul 2020, 03:52
Reviewer Update
This issue has still not been resolved. No actions feedback as promised. I did a follow up call on 17 July and spoke to Tumelo and there is once again NO RECORD on the system of conversation or actions as agreed to on the 03rd of July. The process starts again from scratch! This process has now costed me in excess of R1k in phone calls. My mission is now to cancel VODACOM and not only downgrade and to provide them exposure to social media.