MS
Michael S
1 reviews | Active since Feb 2016
13 Oct 2022, 06:20
Disillusioned customer
Vodacom has an extremely frustrating customer care experience. To begin with, let me establish that Vodacom sent me a communication in August indicating that my contract would be due for upgrade in September.
Unfortunately, the SIM card associated with the contract was then lost and I needed to process a sim swap in store. No one informed me at the point of sale nor was it indicates online that processing a sim swap meant that I would unable to use online services to process an upgrade for THREE MONTHS!
Upon eventually finding this information out, I was then informed that I could still process and upgrade in store (at extra cost to myself!) which I decided to attempt.
I travelled to a Vodashop and requested my upgrade, after being assisted for a while by an admittedly lovely customer service representative, my new phone was “ordered”.
Later that evening, I received an email from vodacom detailing an upgrade processed on my account which indicated not only that I would be paying the higher cost of my new phone but that I would also need to pay them the remaining FIVE MONTHLY INSTALLMENTS on my old device.
I have never had this experience before so I reached out to the Vodacom upgrade department and am still awaiting response (two weeks and counting!). Once again, the person at the POS did not inform me of this unforeseen cost!
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Replies (3)
Vodacom's replyOfficial
13 Oct 2022, 07:48 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's reply13 Oct 2022, 07:48
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's replyOfficial
13 Oct 2022, 10:41Dear 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.
Please note that you are liable for the handset instalment for the duration of the contract. The option is available to the customer to upgrade at least 6 months prior to the contract end date. Should you have an active handset instalment and the upgrade also includes a handset instalment, then you will be liable for both instalment until the first one is paid up.
We apologize for the inconvenience and the service experienced.
Regards,
Vodacom Consumer Website Team
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.
Please note that you are liable for the handset instalment for the duration of the contract. The option is available to the customer to upgrade at least 6 months prior to the contract end date. Should you have an active handset instalment and the upgrade also includes a handset instalment, then you will be liable for both instalment until the first one is paid up.
We apologize for the inconvenience and the service experienced.
Regards,
Vodacom Consumer Website Team
Best regards,
Vodacom's reply13 Oct 2022, 10:41
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.
Please note that you are liable for the handset instalment for the duration of the contract. The option is available to the customer to upgrade at least 6 months prior to the contract end date. Should you have an active handset instalment and the upgrade also includes a handset instalment, then you will be liable for both instalment until the first one is paid up.
We apologize for the inconvenience and the service experienced.
Regards,
Vodacom Consumer Website Team
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.
Please note that you are liable for the handset instalment for the duration of the contract. The option is available to the customer to upgrade at least 6 months prior to the contract end date. Should you have an active handset instalment and the upgrade also includes a handset instalment, then you will be liable for both instalment until the first one is paid up.
We apologize for the inconvenience and the service experienced.
Regards,
Vodacom Consumer Website Team
Best regards,
MS
Michael S's updateReviewer Update
09 Nov 2022, 19:57Good day,
That makes absolutely no sense I am afraid. I have had numerous contracts over the course of many years and have NEVER had to pay for two phones at once.
Thank you for the response and please be assured that as soon as my contract comes to term, you will not seem me as a customer on your books ever again.
Regards
Michael Dos Santos
That makes absolutely no sense I am afraid. I have had numerous contracts over the course of many years and have NEVER had to pay for two phones at once.
Thank you for the response and please be assured that as soon as my contract comes to term, you will not seem me as a customer on your books ever again.
Regards
Michael Dos Santos
MS
Michael S's update09 Nov 2022, 19:57
Reviewer Update
Good day,
That makes absolutely no sense I am afraid. I have had numerous contracts over the course of many years and have NEVER had to pay for two phones at once.
Thank you for the response and please be assured that as soon as my contract comes to term, you will not seem me as a customer on your books ever again.
Regards
Michael Dos Santos
That makes absolutely no sense I am afraid. I have had numerous contracts over the course of many years and have NEVER had to pay for two phones at once.
Thank you for the response and please be assured that as soon as my contract comes to term, you will not seem me as a customer on your books ever again.
Regards
Michael Dos Santos