Disappointing Customer Care Service : Billing discrepancy
I am rather disappointed at the poor customer service around resolving my account query with Vodacom. I have repeatedly called the customer care line and enquired about my billing discrepancies but am frustrated with the constant back and forth. The Vodacom app has been showing me available minutes , which i have been constantly monitoring and using accordingly ( yet there has is no correlation with the account department which claim that my minute package addition has been cancelled )
My agreed contract condition was amended without my consent and i was being billed incorrectly since May 2021. After repeated calls to several Vodacom customer care consultants and visits to the local Vodaworld branch to no avail, I am forced to resort to this customer complaint route.
I do hope that someone will revert with some attention to my complaint case, as I still get inundated Vodacom telemarketing calls instead ( but sadly none to assist when a customer complaint is being raised).
I have 2 contracts with Vodacom that expire shortly and this type of dismissive attitude from customer care really does leave one with a poor image of Vodacom as a preferred service provider.
- After promises to send me a reference number from several consultants ( Keegan, Mako, Nozipho and Mikael, I am still awaiting this proof of escalation ref number,
- I am told that there is a new system through email that requires that the customer wait until the consultant gets an internal response ( this delayal of a process that has already frustrated a customer is highly unacceptable),
- A further discrepancy from Vodacom consultants is around the monthly billing procedure after the contract term ( some consultants informed me that the add on discounted amounts continue indefinitely until I decide to upgrade / cancel my contract, while others say that the additional discount packages will last up to 3 months , and yet another message is that the discount packages will completely fall away immediately once the contract ends).
- One of my contract ends today, and due to the unclear feedback from your consultants I am still unclear as to where I stand as a customer in terms of consumer protection ( regarding access to info , as well as the validity and reliability of the info provided ).
I am still awaiting the promised Vodacom customer service contact and attempts to assist me with urgent resolution of my customer concerns.
Disappointed customer
- After promises to send me a reference number from several consultants ( Keegan, Mako, Nozipho and Mikael, I am still awaiting this proof of escalation ref number,
- I am told that there is a new system through email that requires that the customer wait until the consultant gets an internal response ( this delayal of a process that has already frustrated a customer is highly unacceptable),
- A further discrepancy from Vodacom consultants is around the monthly billing procedure after the contract term ( some consultants informed me that the add on discounted amounts continue indefinitely until I decide to upgrade / cancel my contract, while others say that the additional discount packages will last up to 3 months , and yet another message is that the discount packages will completely fall away immediately once the contract ends).
- One of my contract ends today, and due to the unclear feedback from your consultants I am still unclear as to where I stand as a customer in terms of consumer protection ( regarding access to info , as well as the validity and reliability of the info provided ).
I am still awaiting the promised Vodacom customer service contact and attempts to assist me with urgent resolution of my customer concerns.
Disappointed customer