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Neil R

1 reviews | Active since Apr 2015

03 Dec 2018, 09:16

Deleting cell numbers after service request was submitted.

Good day

Last week I emailed the legal.colections department regarding my cell numbers which has been suspended after it was reactivated the week before. My father past away and thus the reason for the suspended accounts. ACC number: i ********** -9

I did speak on the phone with the call center & accounts department on the 28/11/2018 before I sent the first email to ***. The lady that assisted me on the phone only said it will take 7-14 working days to be active again but couldn't say why after working a week, it did not work anymore.

Friday 30-11-2018 I went to the Vodacom shop in Wonderboom Junction again to speak to the consultant that assisted me the week before.

He contacted the call center to find out what is going on because he did submit a service request.

I found out on that moment that my numbers does not exist anymore and that apparently I had to pay a reconnection fee which nobody mentioned to me at anytime before that and when I asked can we make plan to sort the matter out immediately, I was told to email the legal.collections address with ref number as subject for a follow up. I also asked will I be able to get my number back and the lady said that she can't guarantee it.

After more than 10 years having the number ********** 999 on contract just to find out it does not exist anymore after I did exactly what was said which documentation is required, etc.

I urgently require the number back in operation because I am an officer in the emergency services and I'm on a daily basis in contact with departments across the country so the number is extremely important to get back just not professionally but personally as well.

Vodacom, I'm urging you for assistance with this matter ASAP please

Thanking you in advance Neil van Rooyen

0
Replies (3)
Vodacom
Vodacom's reply03 Dec 2018, 14:23
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 
Vodacom
Vodacom's reply05 Dec 2018, 11:39
Official
 Dear Customer,  Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation.  Kindly note that we were unable to make contact with you. Please call ***(Free from a Vodacom sim) for any further assistance.  Regards Consumer Website Team 
NR
Neil R's update10 Dec 2018, 12:17
Reviewer Update
Like I stated above "my number does not exist anymore" This is the following two mails I received from Vodacom on 07/12/2018 Mail no1; "Dear Neil, Thank you for your enquiry via email. Please be advised that the said account is cancelled upon the receipt of an email from Claudine Steyn: on 01/11/2018. The email read as such: "Please find attached deceased documentation for Estate Late AP van Rooyen ID nr ********** 105084, account nr I ********** -9. Please indicate if there is any outstanding amounts. Please cancel the contract." Please note that the account was cancelled and deleted, hence you have no access to the cell numbers in question. However should you need the number migrated to Prepaid, the amount of R2399.41 is required to be paid prior to the prepaid conversion. We trust that you will find the above in order. Kind regards, Vernon Montshiwagae Credit Controller: Business Support & Legal Credit & Risk - Subscriber Collections Call Centre + ********** 6 Address: 082 Vodacom Boulevard, 1St Floor, Service Park, Midrand 1685 The future is exciting. Ready?" Mail no2; Dear Customer, Your service request no. EC-1KVW-2D4XL7 has been closed. Kind Regards Vodacom Customer Care." My reply to mail no1 on 10/12/2018 "Good day So there is your answer from where the money will be paid from, THE ESTATE. So when that has been finalized everything gets paid. That does not happen overnight. I'm more than willing to come explain to you all how this works, I'll even draw pictures. Why did no one tell me about that there is an amount I must pay on the day when I submitted my service request (affidavit) and my number was reactivated, changed to prepaid and was working for a week? And even the past two weeks when I was asking for assistance nobody had the decency to actually assist me with answers and I quote the following what your call center operator said multiple times "it will take 7-14 working days to be active again" and that call was made on the same day the email was sent. SO THE 7-14 WORKING DAYS HAS PAST. That sounds like Lying to customers. SO IT IS EASIER TO IGNORE MY SERVICE REQUEST and not to keep a customer that is still alive and trying to remain a customer of vodacom. So with the lack of assistance im receiving from vodacom, Vodacom better change the following "The future is exciting.Ready" because nodody is excited or deserves such poor support. " so the above mentioned mail was sent on the 28/11/2018 and only I received feedback on 07/12/2018. 7 working days later.