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Angelica P

1 reviews | Active since Feb 2021

11 Feb 2021, 15:56

Device & Contract Upgrade Nightmare

I went on the Vodacom website to see when I am due for an upgrade by entering my cellphone number and the website showed that I am currently eligible for an upgrade. I then upgraded my contract package and upgraded to a new device too. After receiving my latest invoice I noticed that I am now paying for 2 devices and my new contract package. I was not aware or informed that I had another 4 months left to pay off my previous device. I would like to return the upgraded device (which is in its original packaging and unused) and cancel it from my contract and after the initial device contact ends in June 2021, upgrade to the newer device again. I have called into the call centre and they have logged a query, the turn around time is 72 hours and this would mean that I am out of the 14days return window. Please could someone at Vodacom kindly assist with resolving this query.

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Replies (4)
Vodacom
Vodacom's reply12 Feb 2021, 07:09
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 

Best regards,

Vodacom
Vodacom's reply15 Feb 2021, 19:46
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 organization. Our records indicate that you were in contact with our After Sales Team today and was advised accordingly with regards to the collection that has been arranged.  Regards Consumer Website Team

Best regards,

AP
Angelica P's update19 Feb 2021, 09:03
Reviewer Update

Good Morning,

Yes I have been contacted to inform me that the collection has been arranged and I must give 3-5 working days. Today is the 5th working day since I logged the first call and the device has still not been collected. Please can you arrange collection ASAP as I would like to reverse the handset changes from my contract before the debit order goes off month end.
AP
Angelica P's update04 Mar 2021, 10:17
Reviewer Update
I have still not received any communication from the courier company to collect my device. Today is day 14. This is poor service and open ended promises from vodacom. I am paying for a device that is unused is sitting in a box waiting for delivery!!!