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Keegan O

1 reviews | Active since Apr 2012

21 May 2021, 14:31

FETCH YOUR PHONE!!!!!!!!

I cannot express my disgust in Vodacom's lack of customer service. I reluctantly upgraded over the phone through the personal upgrades department with a lady named Simone. I expressly and repeatedly noted that I needed a 256GB phone. The phone arrived and it was a 64GB. I called the same day the phone arrived and requested it to be collected. A month, endless calls and begging and various empty promises later, I am still sitting with a 64GB phone that I cannot use, tied into a contract that I have not agreed to and my debit order date is days away. This could have easily been avoided if Vodacom were as quick to sort out their problems as they are to sell contracts.

To name but a few people I have had the displeasure of dealing with from the personal upgrades department: Simone (The person who sold me the phone and who has since disappeared), Sebastian (Manager), Ashley (Apparent "Senior" and whose excuse for poor service had been that he was on leave), Cremilda (first person who I spoke to regarding the return of the phone on the date of delivery), Sabien and a number of others who have also been useless in resolving my problem. My next step is to contact an attorney as Vodacom is in breach of contract. CAN VODACOM PLEASE COME AND FETCH THEIR PHONE AND CANCEL THE UPGRADE AND REVERT ME BACK TO THE MONTH TO MONTH POSITION I WAS IN BEFORE THE FATEFUL DAY THAT SIMONE FROM UPGRADES PHONED ME. I cannot proceed with another contract until this phone is returned to the warehouse and this contract is cancelled.

PLEASE HELP!

What really makes things worse is that EVERYONE I have spoken to since dealing with Simone has said that there is no stock of the 256GB phone so Simone must have known this when concluding the deal.

0
Replies (6)
Vodacom
Vodacom's reply22 May 2021, 09:54
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,

KO
Keegan O's update24 May 2021, 10:47
Reviewer Update
I think Vodacom have been trying to contact me but they hang up when I answer the phone so I am not sure if it’s perhaps another company (if so, I still have not had word from Vodacom). If it is Vodacom, then I am assuming they are trying to make it look like I am not reachable. I am very much available and taking the calls. I am especially waiting for this call.
Vodacom
Vodacom's reply24 May 2021, 13:22
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. As per feedback received from the Sales Team, the collection was arranged by the relevant department who will be contacting you to offer further assistance.  Regards Consumer Website Team

Best regards,

KO
Keegan O's update24 May 2021, 15:19
Reviewer Update
Fabien called me today and promised that the phone would be collected today. No one has been to collect the phone.
KO
Keegan O's update28 May 2021, 11:41
Reviewer Update
Good day,

Still no resolution. I was promised that the phone would be collected by the end of this week and it is midday Friday and I have not heard from Vodacom since Tuesday.
KO
Keegan O's update05 Jul 2021, 10:10
Reviewer Update
Good day,

PLEASE HELP!!!

Vodacom eventually collected the phone on the 2nd of June 2021. I was sent the reference number K*** confirming that it had been returned. I heard nothing from Vodacom thereafter regarding the cancelling of the contract. I called Vodacom on the 9th of June and spoke to Fabien who then said he would get his manager to email me confirming what will happen next.

I was then sent the below email by Debbie-Ann Coetzer on the 10th of June. I responded asking for clarification. I have since then emailed 3 times and had NO RESPONSE whatsoever.

Vodacom now owe me money and are gravely in breach of contract. I have been charged for a phone and contract two months in a row that I am not in possesion of nor am I using.

See mail trail below.


Good day Debbie,

I have been charged again this month for a phone and contract that should have been cancelled by now.

You stated in your mail below dated the 10th of June 2021:

“Please note you will be able to upgrade your line in the next 7 - 21 days.”

It has been now been 25 days and I have not heard anything from Vodacom. Furthermore, I have been charged for a device (twice) that was returned.

THIS IS DISGUSTING!

If you won’t respond then I will find someone who will.

Regards,
Keegan


From: Osler, K. (Keegan)
Sent: Friday, 25 June 2021 09:09
To: Coetzer, Debbie-Ann, Vodacom (External) <***>
Cc: Sebastian Pillay <***>; Sukhdeo, Ashley, Vodacom (External) <***>
Subject: RE: Vodacom - I***-1

Good day Debbie,

I have still not has a response. Please could you advise on the questions below and please let me know if the contract has been cancelled yet?

I know I may seem annoying to you however, this has been a 3 month inconvenience for me so a response from you would be great.

Kind regards,
Keegan Osler



From: Osler, K. (Keegan)
Sent: Monday, 21 June 2021 11:16
To: 'Coetzer, Debbie-Ann, Vodacom (External)' <***>
Cc: 'Sebastian Pillay' <***>; 'Sukhdeo, Ashley, Vodacom (External)' <***>
Subject: RE: Vodacom - I***-1

No response?


From: Osler, K. (Keegan)
Sent: Friday, 18 June 2021 09:32
To: Coetzer, Debbie-Ann, Vodacom (External) <***>
Cc: Sebastian Pillay <***>; Sukhdeo, Ashley, Vodacom (External) <***>
Subject: RE: Vodacom - I***-1

Hi Debbie,

Thank you for your mail.

Please could you clarify if the contract is being cancelled? Your mail below is unclear.

I received the message that the phone was received on the 2nd of June. I have been charged for June and July is fast approaching. Please advise what will be done to rectify my account? I asked Fabien to return my account to the position it was in prior to taking out this contract. Please confirm?

Many thanks

Kind regards,

Keegan Osler
***

From: Coetzer, Debbie-Ann, Vodacom (External) <***>
Sent: Thursday, 10 June 2021 09:56
To: Osler, K. (Keegan) <***>
Cc: Sebastian Pillay <***>; Sukhdeo, Ashley, Vodacom (External) <***>
Subject: Vodacom - I***-1

CAUTION - EXTERNAL SENDER -Please be careful when opening links and attachments. Nedbank - IT Information Security Department (ISD)
Good day,

Trust you are well,

Please note you will be able to upgrade your line in the next 7 - 21 days.

Apologies for the delay.

Kind Regards,
Debbie Coetzer
WWW.VODACOM.CO.ZA
Admin
188 Anton Lembede St, Durban Central I Embassy Building |17th Floor Durban 4001.
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