WK
Willemijn K
1 reviews | Active since Aug 2012
25 Aug 2020, 11:39
Disappointed by numerous ***********/unhelpful/unfriendly staff members
I can't even put my disappointment into words. Last year February (2019), I walked into Vodashop Mooiriver Mall, and said I wanted to cancel my Vodacom contract as we were emigrating. I was unfortunate enough to get an *********** staff member. Instead of telling me that he can't cancel a contract from the shop and that I have to call Vodacom cancellations department myself, he said okay and let me pay a load of money and reassured me that all was fine and my contract was cancelled (not giving me any proof - which should have been a red flag). To my surprise/horror, more than a year later, I (by accident) see Vodacom all of a sudden starting to debit order my account again every month. To my horror I had to find out my contract was never cancelled. I contacted a staff member again today, and the only answer I got was that it was my problem and I was given an e-mail address of the Vodashop Mooirvier Mall that DIDN'T EVEN WORK, so that I can try to "fix the problem" myself. The person was SO unwilling to help me with my dilemma. The least they could have said was, I know one of our staff members *****ed up, I'm sorry, but hey, let me halp you cancel your contract now. But no, I was met with "sort the problem out yourself, because you don't have any proof". It is SO obvious that my number hasn't been active since February 2019 (over a year now), so it should be 100% clear that the amount I paid back then was to cancel my account, but because the *********** staff member didn't follow the correct procedure, I am the bad guy. And guess what? After I paid over R5500 for the "cancellation", I already now lost more than R1000 for the debit orders of the last tree months (for a phone I no longer have and airtime I can't use) and now it is expected of me to also pay a cancellation fee. I am utterly disappointed. I paid my dues, but my dues were met with incompetence and unwillingness to empathise or even to say sorry and now I have to pay up again and also deal with extremely unpleasant and unhelpful staff members. Shame on you, Vodacom, I have been an extremely loyal customer of yours for many many years, and this is what I get in return?!
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Vodacom's replyOfficial
25 Aug 2020, 14:11 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's reply25 Aug 2020, 14:11
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
WK
Willemijn K's updateReviewer Update
28 Aug 2020, 10:25 Okay Vodacom, so here's the deal. First of all, you should know that I'm typing this message with all my fingers, not only my middle fingers. Since I reported my problem, the only thing that happened is that I saw a missed call from you on my old phone (which took forever to get started up - you should know how quickly phones get old and slow these days - remember I haven't used it in 18 months, so it took about half a day). No message was left. After not getting the help I needed, I decided to follow the cancellation route I should have been instructed to follow (by one of your employees) a year and a half ago. This morning I called the cancellations number (at great expense, 'cause you know, I'm calling internationally).
Guess what? After I paid that load of money in February 2019 I must either pay a cancellation fee or wait one more month for you (I want to say ******s, but it seems a bit harsh, so I'll rather say *******) to deduct one more debit order from me, 'cause after that I can cancel for free. Jeepers, how lucky am I to be able to cancel my contract (AGAIN) and I don't have to pay a penalty if I wait for you to ***** the last bit of money you can *****?! I didn't even bother to tell my whole story again to the poor consultant, because what would she be able to do differently than all your other ***********/unhelpful staff?
If someone, anyone, would just say that they are sorry that this happened and that they will help me or point me in the direction to be able to finally cancel my contract it would be greatly appreciated, and my poor husband wouldn't have had to hear the f-bomb so much (his poor bleeding ears!). You know what really grinds my gears (and with gears I mean my BIG gears, not the small ones)? One of your security questions are whether I receive my statements via post or via e-mail. My answer was via e-mail. Via e-mail I thought to myself.... Hmmm... So how come Vodacom started billing me again since June 2020 but I haven't received any statements via e-mail? Isn't that supposed to happen? When you take someone's money, aren't you supposed to notify them with an invoice? I guess you ran out of digital ink or something. It looks like you chose to keep me in the dark (not a difficult task with all the loadshedding happening in South-Africa) and if it wasn't by chance that I looked at my ABSA bank account (as I don't use it anymore - I mean with the Rand-Euro situation going on, the little money I left there is pretty useless at the moment), you would have ****** all my money that's left in there and after my account was emptied by you, you would have blacklisted me (sies!).
What also grinds my gears (my medium sized gears this time) is that my husband, who actually has proof that he cancelled his contract (because he did it via e-mail), also started getting debit orders from you again in June. So with big crocodile tears in my eyes I'm asking you what more should we do to cancel out contracts? Should we bring some cake (you can choose between chocolate or vanilla sponge - I'm not so good with red velvet or cheese) to your head office, get down on our knees and plead for a cancellation? If you bother at all to contact me to say sorry (and I don't mean a generic message, I mean a sincere message from a human being), you can do it via e-mail. My old phone's battery is pretty useless and to keep it going is quite a nuisance. I'm sure you can get my e-mail address on your system? When I phone again next month to cancel my contract and it doesn't get cancelled, I'm gonna have to check myself into an asylum for the insane, 'cause it's gonna drive me bonkers.
Okay, so lastly I'm gonna ask you, what are you going to do with all the money you stole from my husband and me? You better throw one heck of an office party with some chocolate cake and champagne (after hours of course, can't be drinking on the job), it better not go into someone's pocket to be used for Christmas gifts in December...
Guess what? After I paid that load of money in February 2019 I must either pay a cancellation fee or wait one more month for you (I want to say ******s, but it seems a bit harsh, so I'll rather say *******) to deduct one more debit order from me, 'cause after that I can cancel for free. Jeepers, how lucky am I to be able to cancel my contract (AGAIN) and I don't have to pay a penalty if I wait for you to ***** the last bit of money you can *****?! I didn't even bother to tell my whole story again to the poor consultant, because what would she be able to do differently than all your other ***********/unhelpful staff?
If someone, anyone, would just say that they are sorry that this happened and that they will help me or point me in the direction to be able to finally cancel my contract it would be greatly appreciated, and my poor husband wouldn't have had to hear the f-bomb so much (his poor bleeding ears!). You know what really grinds my gears (and with gears I mean my BIG gears, not the small ones)? One of your security questions are whether I receive my statements via post or via e-mail. My answer was via e-mail. Via e-mail I thought to myself.... Hmmm... So how come Vodacom started billing me again since June 2020 but I haven't received any statements via e-mail? Isn't that supposed to happen? When you take someone's money, aren't you supposed to notify them with an invoice? I guess you ran out of digital ink or something. It looks like you chose to keep me in the dark (not a difficult task with all the loadshedding happening in South-Africa) and if it wasn't by chance that I looked at my ABSA bank account (as I don't use it anymore - I mean with the Rand-Euro situation going on, the little money I left there is pretty useless at the moment), you would have ****** all my money that's left in there and after my account was emptied by you, you would have blacklisted me (sies!).
What also grinds my gears (my medium sized gears this time) is that my husband, who actually has proof that he cancelled his contract (because he did it via e-mail), also started getting debit orders from you again in June. So with big crocodile tears in my eyes I'm asking you what more should we do to cancel out contracts? Should we bring some cake (you can choose between chocolate or vanilla sponge - I'm not so good with red velvet or cheese) to your head office, get down on our knees and plead for a cancellation? If you bother at all to contact me to say sorry (and I don't mean a generic message, I mean a sincere message from a human being), you can do it via e-mail. My old phone's battery is pretty useless and to keep it going is quite a nuisance. I'm sure you can get my e-mail address on your system? When I phone again next month to cancel my contract and it doesn't get cancelled, I'm gonna have to check myself into an asylum for the insane, 'cause it's gonna drive me bonkers.
Okay, so lastly I'm gonna ask you, what are you going to do with all the money you stole from my husband and me? You better throw one heck of an office party with some chocolate cake and champagne (after hours of course, can't be drinking on the job), it better not go into someone's pocket to be used for Christmas gifts in December...
WK
Willemijn K's update28 Aug 2020, 10:25
Reviewer Update
Okay Vodacom, so here's the deal. First of all, you should know that I'm typing this message with all my fingers, not only my middle fingers. Since I reported my problem, the only thing that happened is that I saw a missed call from you on my old phone (which took forever to get started up - you should know how quickly phones get old and slow these days - remember I haven't used it in 18 months, so it took about half a day). No message was left. After not getting the help I needed, I decided to follow the cancellation route I should have been instructed to follow (by one of your employees) a year and a half ago. This morning I called the cancellations number (at great expense, 'cause you know, I'm calling internationally).
Guess what? After I paid that load of money in February 2019 I must either pay a cancellation fee or wait one more month for you (I want to say ******s, but it seems a bit harsh, so I'll rather say *******) to deduct one more debit order from me, 'cause after that I can cancel for free. Jeepers, how lucky am I to be able to cancel my contract (AGAIN) and I don't have to pay a penalty if I wait for you to ***** the last bit of money you can *****?! I didn't even bother to tell my whole story again to the poor consultant, because what would she be able to do differently than all your other ***********/unhelpful staff?
If someone, anyone, would just say that they are sorry that this happened and that they will help me or point me in the direction to be able to finally cancel my contract it would be greatly appreciated, and my poor husband wouldn't have had to hear the f-bomb so much (his poor bleeding ears!). You know what really grinds my gears (and with gears I mean my BIG gears, not the small ones)? One of your security questions are whether I receive my statements via post or via e-mail. My answer was via e-mail. Via e-mail I thought to myself.... Hmmm... So how come Vodacom started billing me again since June 2020 but I haven't received any statements via e-mail? Isn't that supposed to happen? When you take someone's money, aren't you supposed to notify them with an invoice? I guess you ran out of digital ink or something. It looks like you chose to keep me in the dark (not a difficult task with all the loadshedding happening in South-Africa) and if it wasn't by chance that I looked at my ABSA bank account (as I don't use it anymore - I mean with the Rand-Euro situation going on, the little money I left there is pretty useless at the moment), you would have ****** all my money that's left in there and after my account was emptied by you, you would have blacklisted me (sies!).
What also grinds my gears (my medium sized gears this time) is that my husband, who actually has proof that he cancelled his contract (because he did it via e-mail), also started getting debit orders from you again in June. So with big crocodile tears in my eyes I'm asking you what more should we do to cancel out contracts? Should we bring some cake (you can choose between chocolate or vanilla sponge - I'm not so good with red velvet or cheese) to your head office, get down on our knees and plead for a cancellation? If you bother at all to contact me to say sorry (and I don't mean a generic message, I mean a sincere message from a human being), you can do it via e-mail. My old phone's battery is pretty useless and to keep it going is quite a nuisance. I'm sure you can get my e-mail address on your system? When I phone again next month to cancel my contract and it doesn't get cancelled, I'm gonna have to check myself into an asylum for the insane, 'cause it's gonna drive me bonkers.
Okay, so lastly I'm gonna ask you, what are you going to do with all the money you stole from my husband and me? You better throw one heck of an office party with some chocolate cake and champagne (after hours of course, can't be drinking on the job), it better not go into someone's pocket to be used for Christmas gifts in December...
Guess what? After I paid that load of money in February 2019 I must either pay a cancellation fee or wait one more month for you (I want to say ******s, but it seems a bit harsh, so I'll rather say *******) to deduct one more debit order from me, 'cause after that I can cancel for free. Jeepers, how lucky am I to be able to cancel my contract (AGAIN) and I don't have to pay a penalty if I wait for you to ***** the last bit of money you can *****?! I didn't even bother to tell my whole story again to the poor consultant, because what would she be able to do differently than all your other ***********/unhelpful staff?
If someone, anyone, would just say that they are sorry that this happened and that they will help me or point me in the direction to be able to finally cancel my contract it would be greatly appreciated, and my poor husband wouldn't have had to hear the f-bomb so much (his poor bleeding ears!). You know what really grinds my gears (and with gears I mean my BIG gears, not the small ones)? One of your security questions are whether I receive my statements via post or via e-mail. My answer was via e-mail. Via e-mail I thought to myself.... Hmmm... So how come Vodacom started billing me again since June 2020 but I haven't received any statements via e-mail? Isn't that supposed to happen? When you take someone's money, aren't you supposed to notify them with an invoice? I guess you ran out of digital ink or something. It looks like you chose to keep me in the dark (not a difficult task with all the loadshedding happening in South-Africa) and if it wasn't by chance that I looked at my ABSA bank account (as I don't use it anymore - I mean with the Rand-Euro situation going on, the little money I left there is pretty useless at the moment), you would have ****** all my money that's left in there and after my account was emptied by you, you would have blacklisted me (sies!).
What also grinds my gears (my medium sized gears this time) is that my husband, who actually has proof that he cancelled his contract (because he did it via e-mail), also started getting debit orders from you again in June. So with big crocodile tears in my eyes I'm asking you what more should we do to cancel out contracts? Should we bring some cake (you can choose between chocolate or vanilla sponge - I'm not so good with red velvet or cheese) to your head office, get down on our knees and plead for a cancellation? If you bother at all to contact me to say sorry (and I don't mean a generic message, I mean a sincere message from a human being), you can do it via e-mail. My old phone's battery is pretty useless and to keep it going is quite a nuisance. I'm sure you can get my e-mail address on your system? When I phone again next month to cancel my contract and it doesn't get cancelled, I'm gonna have to check myself into an asylum for the insane, 'cause it's gonna drive me bonkers.
Okay, so lastly I'm gonna ask you, what are you going to do with all the money you stole from my husband and me? You better throw one heck of an office party with some chocolate cake and champagne (after hours of course, can't be drinking on the job), it better not go into someone's pocket to be used for Christmas gifts in December...