Disgusting customer service
In November 2020 I did an upgrade and was told I would receive an on line voucher. I queried how long the voucher was valid for, and was told 12months. In March I contacted vodacom, as I had not received any voucher number via sms, I was informed it was a third party I had to contact. Attempted to contact said third party with no response. Eventually in April was told I had to contact Vodacom. Then I was informed voucher only valid for 3 months. I informed Vodacom that I did not accept that due to the fact I had been advised it was valid for a year. I have been in constant contact via messenger on FB, as it is the only way I can get a response. The person I have been dealing with has done (I believe) their level best to get a response from the relevant department - to no avail. As far as I am concerned Vodacom is the responsible company to resolve this issue as my initial information was given by vodacom and at no stage was I told it was a third party voucher. Shocking customer service from Vodacom.
Helpful (0)
Replies (3)0
Replies (3)
Vodacom's replyOfficial
04 Aug 2021, 14:14Dear 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 reply04 Aug 2021, 14:14
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
's updateReviewer Update
13 Aug 2021, 14:25Thank you for your response. As I stated your social media team have been excellent and did elevate query which has not generated a response.
I first contacted the Social Media team on the 24th May. I receiveds the following feedback
Your query has been escalated to the saves admin team of the department who assisted you in November 2021.
I queried 2nd of June if any response and I received the following:
We have followed up on the matter for urgency on feedback.
On 26 th June I again requested feedback and received the following response
Thanks for your patience. We have sent a follow up on this. One of our team members will get in touch as soon as feedback is made available.
On the 17 th Jule I again asked if any feedback/response was received and received following
We are so sorry this has been your experience and for the delay. We have put priority on the matter and the team will be in touch.
On the 4th of August I requested a response and received the following
We are truly sorry for this experience, we've requested urgent feedback on this and will be in touch soonest. We are truly grateful for your patience and understanding and will update you on our findings accordingly.
Basically I have treceived the same response here but nothing more constructive.
It is now 13th August and still no constructive feedback.
My initital telephonic query was dated May 7th and I was told to contact
***
After numerous emails and using the website contact form I received no response from them
On the 24th May I managed to get hold of them and was told the voucher had expired. When I tried to explain to them I had been told the voucher was valid for 1 year and I had never received voucher via sms, she told me it was Vodacoms problem and cut me off when I asked to speak to a manager.
I am sure you can understand why I am frustrated and not a happy customer. As a long term Vodcaom user I expected better. At no stage was I told that should I have any queries I would have to contact a third pary. I believe Vodacom as the company I spoke to regarding upgrade and the promotional voucher it is up to them to sort out the issue.
I am sure you understand I am no longer happy about repeated messages stating it has been upgraded, elevated etc
I first contacted the Social Media team on the 24th May. I receiveds the following feedback
Your query has been escalated to the saves admin team of the department who assisted you in November 2021.
I queried 2nd of June if any response and I received the following:
We have followed up on the matter for urgency on feedback.
On 26 th June I again requested feedback and received the following response
Thanks for your patience. We have sent a follow up on this. One of our team members will get in touch as soon as feedback is made available.
On the 17 th Jule I again asked if any feedback/response was received and received following
We are so sorry this has been your experience and for the delay. We have put priority on the matter and the team will be in touch.
On the 4th of August I requested a response and received the following
We are truly sorry for this experience, we've requested urgent feedback on this and will be in touch soonest. We are truly grateful for your patience and understanding and will update you on our findings accordingly.
Basically I have treceived the same response here but nothing more constructive.
It is now 13th August and still no constructive feedback.
My initital telephonic query was dated May 7th and I was told to contact
***
After numerous emails and using the website contact form I received no response from them
On the 24th May I managed to get hold of them and was told the voucher had expired. When I tried to explain to them I had been told the voucher was valid for 1 year and I had never received voucher via sms, she told me it was Vodacoms problem and cut me off when I asked to speak to a manager.
I am sure you can understand why I am frustrated and not a happy customer. As a long term Vodcaom user I expected better. At no stage was I told that should I have any queries I would have to contact a third pary. I believe Vodacom as the company I spoke to regarding upgrade and the promotional voucher it is up to them to sort out the issue.
I am sure you understand I am no longer happy about repeated messages stating it has been upgraded, elevated etc
's update13 Aug 2021, 14:25
Reviewer Update
Thank you for your response. As I stated your social media team have been excellent and did elevate query which has not generated a response.
I first contacted the Social Media team on the 24th May. I receiveds the following feedback
Your query has been escalated to the saves admin team of the department who assisted you in November 2021.
I queried 2nd of June if any response and I received the following:
We have followed up on the matter for urgency on feedback.
On 26 th June I again requested feedback and received the following response
Thanks for your patience. We have sent a follow up on this. One of our team members will get in touch as soon as feedback is made available.
On the 17 th Jule I again asked if any feedback/response was received and received following
We are so sorry this has been your experience and for the delay. We have put priority on the matter and the team will be in touch.
On the 4th of August I requested a response and received the following
We are truly sorry for this experience, we've requested urgent feedback on this and will be in touch soonest. We are truly grateful for your patience and understanding and will update you on our findings accordingly.
Basically I have treceived the same response here but nothing more constructive.
It is now 13th August and still no constructive feedback.
My initital telephonic query was dated May 7th and I was told to contact
***
After numerous emails and using the website contact form I received no response from them
On the 24th May I managed to get hold of them and was told the voucher had expired. When I tried to explain to them I had been told the voucher was valid for 1 year and I had never received voucher via sms, she told me it was Vodacoms problem and cut me off when I asked to speak to a manager.
I am sure you can understand why I am frustrated and not a happy customer. As a long term Vodcaom user I expected better. At no stage was I told that should I have any queries I would have to contact a third pary. I believe Vodacom as the company I spoke to regarding upgrade and the promotional voucher it is up to them to sort out the issue.
I am sure you understand I am no longer happy about repeated messages stating it has been upgraded, elevated etc
I first contacted the Social Media team on the 24th May. I receiveds the following feedback
Your query has been escalated to the saves admin team of the department who assisted you in November 2021.
I queried 2nd of June if any response and I received the following:
We have followed up on the matter for urgency on feedback.
On 26 th June I again requested feedback and received the following response
Thanks for your patience. We have sent a follow up on this. One of our team members will get in touch as soon as feedback is made available.
On the 17 th Jule I again asked if any feedback/response was received and received following
We are so sorry this has been your experience and for the delay. We have put priority on the matter and the team will be in touch.
On the 4th of August I requested a response and received the following
We are truly sorry for this experience, we've requested urgent feedback on this and will be in touch soonest. We are truly grateful for your patience and understanding and will update you on our findings accordingly.
Basically I have treceived the same response here but nothing more constructive.
It is now 13th August and still no constructive feedback.
My initital telephonic query was dated May 7th and I was told to contact
***
After numerous emails and using the website contact form I received no response from them
On the 24th May I managed to get hold of them and was told the voucher had expired. When I tried to explain to them I had been told the voucher was valid for 1 year and I had never received voucher via sms, she told me it was Vodacoms problem and cut me off when I asked to speak to a manager.
I am sure you can understand why I am frustrated and not a happy customer. As a long term Vodcaom user I expected better. At no stage was I told that should I have any queries I would have to contact a third pary. I believe Vodacom as the company I spoke to regarding upgrade and the promotional voucher it is up to them to sort out the issue.
I am sure you understand I am no longer happy about repeated messages stating it has been upgraded, elevated etc
's updateReviewer Update
11 Jan 2022, 12:12Still waiting for some form of communication from Vodacom. Disgusting that they have so little respect for their clients that they do not have the decency to respond in any way. A valid explanation of why they do not respond to queries would be appreciated. 9 months since my initial enquiry and not one single sms or phone call from vodacom but they are quick enough to call when they want to sell their
product.
product.
's update11 Jan 2022, 12:12
Reviewer Update
Still waiting for some form of communication from Vodacom. Disgusting that they have so little respect for their clients that they do not have the decency to respond in any way. A valid explanation of why they do not respond to queries would be appreciated. 9 months since my initial enquiry and not one single sms or phone call from vodacom but they are quick enough to call when they want to sell their
product.
product.