Extremely BAD SERVICE (Vodacom ***** Department + Call Centre)

There was a ********** upgrade done on my profile without my consent and I reported this matter to the Vodacom shop in Secunda mall on the 26th of January 2021, where I was advised that I will receive an update from the Vodacom ***** department which I didn’t receive yet.

According to the information I got from Vodacom was that the upgrade was done at Incredible Connexion at Carnival mall on the 30th of November 2020 and I was nowhere near Carnival on this day.

I called Vodacom on the 30th of January and spoke to a consultant by the name of Lerato where I explained my problem and requested that she speaks to her manager to cancel the ********** upgrade but I was told the manager will call me back which I didn’t receive the phone call back.

I expressed my pain and suffering caused by this ********** upgrade because in December 2020 Vodacom debited around R1600 and in January 2021 they debited around R2400 from a contract with phones that I don’t know and don’t have in my possession.

I sent my affidavit, a sample of my signature, and my ID copy to the Vodacom ***** disputes department on the 31st of January 2021 as the request done at the shop was regarded as invalid and closed without any communication to me as the customer.

I requested Vodacom to cancel the ********** upgrade on my profile while they conduct their investigation on how the upgrade was carried out on my account without the required documentation and I was told that there is a process to be followed. I don’t dispute their processes but a customer, I believe that they should at least cancel this ********** upgrade and conduct their investigation so it can be verified that I didn’t do these upgrades.

However Vodacom reluctance to cancel this ********** upgrade is what hurts and upsets me the most because I even explained that am willing to wait for the investigation process and the possibility of being credited my money back but this fell onto deaf ears and as a customer, I am having doubts about continuing with Vodacom as a customer as I haven’t been receiving the best of service in the last few months.

Fast forward to almost 3 months, after I logged the complaint I haven’t received any feedback from the Vodacom ***** department, and the deductions are still going off on different amounts this time around. Vodacom has really let me down as a customer and I hope that most new customers get to review such complaints and review that they can make the right choice when selecting a network provider.