Hellopeter
Share Your Experience
tT
themixroomcc T

1 reviews | Active since Jul 2016

12 Jan 2018, 11:37

***** Disputes - No reply - Worst service from any company I've ever experienced.

A ********** upgrade on my name was processed on the 6th December 2017. This contract is for R1200 monthly, they somehow had my ID copy. I discovered this when i called Vodacom to check on my final billing date as i migrated to Cell C after 20+ years.

They then advised me that my old number is with Cell C however the new contract i took out has been blocked due to the fact that i had used + R15 000 in six days. Their system automatically blocked this due to it being suspect however no one let me know about this account or the fact that it had been blocked.

I was then advised to go to the Police station to get an Affidavit to state it was not me opening this account. I did that the same day and submitted a long email with attached docs to ********** It has been 5 working days with zero response except an automated reply to say they received it with a reference number. (I emailed them everyday this week)

No one at Vodacom can assist me at all, they themselfs cannot even get hold of their own ***** department. I have been provided this number to directly contact then ********** 530 to witch the phone has ever answered.

Then to add insult to injury they proceeded to send me the account and tell me its fully payable and will be deducted from my account on a debit order (I never authorised the debit order obviously)

Therefore now I owe Vodacom R 1 178.69 for December and another R 15 843.00 for usage up to the 8th of January 2018 (up till when they themselves realised it must be a ********** Simcard) The number in question is + ********** 4391

Please can someone explain how its possible for a company to block a simcard due to unusual activity and then flag it as ***** but not even bother to contact the customer to validate if it was in fact *****? For all they know i could just be having a fun time with my new contract and all of a sudden i would have no access due to the Sim being blocked? Then to make it worse, they themselves blocked the Simcard and acknowledged it to be ***** but then still bill me and take my money on a debit order without so much as a phonecal!!!

This is undoubtably the worst customer service and overall disgusting experience i have ever had with a company. I wish Hello Peter had a minus star rating because even giving 1 star makes it feel like they did something correct.

My next step from here if they action this debit order and remove the funds from my account will be with be my Lawyers and the Ombudsman.

In the hope that anyone at Vodacom even cares about Hello Peter i urge them to contact me with a level of urgency before i take Legal action.

0
Replies (2)
Vodacom
Vodacom's reply12 Jan 2018, 13:06
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

tT
themixroomcc T's update18 Jan 2018, 15:37
Reviewer Update
Further feedback on this debacle... So after receiving the above generic response from Vodacom, it took them 5 full days "after making this complaint" to email me a response confirming they are working on my case: "Good day Please note that we have received notification of your recent ***** dispute, but we require more information before we are able to start the process on our side. Please ensure that the following is sent to ********** - A copy of your ID document/card - An affidavit stating the situation, signed with three specimen signatures - Your contact details, including a number where we will be able to reach you at. We kindly ask you not to phone into a Vodacom contact centre regarding this dispute, as only the ***** consultant allocated your request will have any information for you. We thank you for bringing this to our attention This e-mail is classified C2 - Vodacom Restricted - Information to be used inside Vodacom but it may be shared with authorised partners. “This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html " This is yet another slap in the face from Vodacom. As described above, i spent hours on the phone with their call centre, eventually getting hold of someone who detailed to me all the requirements for submitting a ***** Dispute. Having spent so much time on the phone with them being very specific about everything that is required, writing bullet points for the exact requirements i was confident that i had fulfilled the exact procedure and requirements. An additional 5 hours at the police station, writing affidavits and getting a commissioner of oaths to sign my statement, i sent back all the required documents immediately (Same day as discovering this ***** - 1/8/2018 5:21 PM) All of this to be told that i need to submit the very documents i have already submitted however they did not correctly tell me the requirements and as in their email above i now need to go back and sign 3 samples of my signature in front of a commissioner of oaths and send it to them. In conclusion, its obvious that they didn't even bother to open my already submitted documents and they clearly have not empowered they call centre staff wioth the correct procedures for submitting ***** disputes. Now i must waste days more of my time re-doing all the documents i have already done because of their incompetence.. @Vodacom, i still have not had a single person call me regarding this. Not a single shred of interest from anyone in your company to assist me with anything. Your service is so beyond disgusting i cant fathom the words to describe how much i dislike your whole company. GET YOUR HOUSE IN ORDER!!