BB
Bruce B
1 reviews | Active since Nov 2014
22 Jul 2019, 16:47
***** ****
About 2 months ago I received a bunch of sms's about upgrades, sim swops and other changes that had been activated on my account. I called Vodacom and they acknowledged that they could see there had been some ********** activity on my account and assured me that everything had been reversed or cancelled and all was fine.
I then got a R1700 bill for May instead of the usual R400, so I logged into the Vodacom website to check it out and found that there was 3 additional numbers which I do not recognise which had been loaded on my account, and their usage for June was already over R5000! I called Vodacom again and they said that I would need to log a ***** case with their ***** department, which required a police affadavit and a number of other documents.
I was told to send send all the documents to their ***** email and I would receive a case number within 24 hours and would be able to follow up for progress after 7 days. I sent all the required documents as requested, and received no response whatsoever, no auto-response, no nothing. I sent 3 follow-up emails and still no response. I then called Vodacom again, explained the situation, and the lady said I should send her all the information and she would try and log the fault for me from her end. She called me back every day for 5 days to say that she hadnt been able to contact the ***** department and then I stopped hearing from her.
I reversed my May and June payments and stopped all future payments, which has now resulted in my account being suspended as well.
I called Vodacom AGAIN today, this time the lady managed to find some number supposedly for their ***** department, but amazingly, it just rings and rings, seems the ***** department does not actually exist.
I have found many other reports all over the internet of almost identical experiences with Vodacom and their ***** department, is this some sort of **** theyve got going?
Helpful (0)
Replies (4)0
Replies (4)
Vodacom's replyOfficial
23 Jul 2019, 06:34Dear 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 reply23 Jul 2019, 06:34
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
30 Jul 2019, 12:43 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. Our records indicate that contact was made and feedback provided.
Regards Consumer Website Team
Regards Consumer Website Team
Best regards,
Vodacom's reply30 Jul 2019, 12:43
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. Our records indicate that contact was made and feedback provided.
Regards Consumer Website Team
Regards Consumer Website Team
Best regards,
BB
Bruce B's updateReviewer Update
15 Aug 2019, 10:48After I posted this review I got a call from the Vodacom social media team and they assured me they would get this sorted out. Sure enough a few days later I got a call from the "***** department", they told me that they did not believe this to be a ***** case and that I should contact the billing department to log a billing dispute. I argued like crazy with the person but they were very rude and completely uninterested in investigating the matter or helping any further in any way.
So then I started on my own path of investigation. Over the last 3 weeks I have spoken to around 12 different people in 5 different departments and slowly gathered little bits of information from each one. What I have found out so far is that apparently someone called Vodacom pretending to be me and requested a number of upgrades. There were 2 additional numbers loaded on my account and these numbers were used to generate a large number of SMS's to premium rate numbers.
Apparently all the correct security procedures were followed over the phone, so I requested to hear the call recordings. I was asked for my nearest Vodacom store and told I would be able to go and listen to the recordings at the store.
So I went to the store and surprise surprise, noone had any idea what I was talking about. So then I explained the whole story AGAIN to the person at the store and they asked for all the relevant documents so that they could try and investigate from their end, have not heard anything from them again since (7 days ago).
I have spent easily 50 hours of my time investigating this issue and Vodacom has pretty much done nothing but make it harder for me.
So then I started on my own path of investigation. Over the last 3 weeks I have spoken to around 12 different people in 5 different departments and slowly gathered little bits of information from each one. What I have found out so far is that apparently someone called Vodacom pretending to be me and requested a number of upgrades. There were 2 additional numbers loaded on my account and these numbers were used to generate a large number of SMS's to premium rate numbers.
Apparently all the correct security procedures were followed over the phone, so I requested to hear the call recordings. I was asked for my nearest Vodacom store and told I would be able to go and listen to the recordings at the store.
So I went to the store and surprise surprise, noone had any idea what I was talking about. So then I explained the whole story AGAIN to the person at the store and they asked for all the relevant documents so that they could try and investigate from their end, have not heard anything from them again since (7 days ago).
I have spent easily 50 hours of my time investigating this issue and Vodacom has pretty much done nothing but make it harder for me.
BB
Bruce B's update15 Aug 2019, 10:48
Reviewer Update
After I posted this review I got a call from the Vodacom social media team and they assured me they would get this sorted out. Sure enough a few days later I got a call from the "***** department", they told me that they did not believe this to be a ***** case and that I should contact the billing department to log a billing dispute. I argued like crazy with the person but they were very rude and completely uninterested in investigating the matter or helping any further in any way.
So then I started on my own path of investigation. Over the last 3 weeks I have spoken to around 12 different people in 5 different departments and slowly gathered little bits of information from each one. What I have found out so far is that apparently someone called Vodacom pretending to be me and requested a number of upgrades. There were 2 additional numbers loaded on my account and these numbers were used to generate a large number of SMS's to premium rate numbers.
Apparently all the correct security procedures were followed over the phone, so I requested to hear the call recordings. I was asked for my nearest Vodacom store and told I would be able to go and listen to the recordings at the store.
So I went to the store and surprise surprise, noone had any idea what I was talking about. So then I explained the whole story AGAIN to the person at the store and they asked for all the relevant documents so that they could try and investigate from their end, have not heard anything from them again since (7 days ago).
I have spent easily 50 hours of my time investigating this issue and Vodacom has pretty much done nothing but make it harder for me.
So then I started on my own path of investigation. Over the last 3 weeks I have spoken to around 12 different people in 5 different departments and slowly gathered little bits of information from each one. What I have found out so far is that apparently someone called Vodacom pretending to be me and requested a number of upgrades. There were 2 additional numbers loaded on my account and these numbers were used to generate a large number of SMS's to premium rate numbers.
Apparently all the correct security procedures were followed over the phone, so I requested to hear the call recordings. I was asked for my nearest Vodacom store and told I would be able to go and listen to the recordings at the store.
So I went to the store and surprise surprise, noone had any idea what I was talking about. So then I explained the whole story AGAIN to the person at the store and they asked for all the relevant documents so that they could try and investigate from their end, have not heard anything from them again since (7 days ago).
I have spent easily 50 hours of my time investigating this issue and Vodacom has pretty much done nothing but make it harder for me.
BB
Bruce B's updateReviewer Update
22 Jan 2020, 08:37Eight months later and still this whole thing has still not been sorted out!
I moved over to another network months ago as my Vodacom account had been suspended.
Every month I get contacted by Vodacom collections department or a debt collector wanting to know when I will be settling my account. Each time I explain the whole story to them and then never hear from them again, until the next month.
I think ********** activities like this are a big source of revenue for Vodacom which is why they dont put any effort into investigating or resolving cases like this. All they care about is getting their money, even if it means *****ing from their customers.
I moved over to another network months ago as my Vodacom account had been suspended.
Every month I get contacted by Vodacom collections department or a debt collector wanting to know when I will be settling my account. Each time I explain the whole story to them and then never hear from them again, until the next month.
I think ********** activities like this are a big source of revenue for Vodacom which is why they dont put any effort into investigating or resolving cases like this. All they care about is getting their money, even if it means *****ing from their customers.
BB
Bruce B's update22 Jan 2020, 08:37
Reviewer Update
Eight months later and still this whole thing has still not been sorted out!
I moved over to another network months ago as my Vodacom account had been suspended.
Every month I get contacted by Vodacom collections department or a debt collector wanting to know when I will be settling my account. Each time I explain the whole story to them and then never hear from them again, until the next month.
I think ********** activities like this are a big source of revenue for Vodacom which is why they dont put any effort into investigating or resolving cases like this. All they care about is getting their money, even if it means *****ing from their customers.
I moved over to another network months ago as my Vodacom account had been suspended.
Every month I get contacted by Vodacom collections department or a debt collector wanting to know when I will be settling my account. Each time I explain the whole story to them and then never hear from them again, until the next month.
I think ********** activities like this are a big source of revenue for Vodacom which is why they dont put any effort into investigating or resolving cases like this. All they care about is getting their money, even if it means *****ing from their customers.