NL
Niel L
1 reviews | Active since Jul 2020
13 Jul 2020, 08:23
Giving new meaning to incompetence
Giving new meaning to pathetic service...
I cancelled a contact update within the cooling-off period (which I am fully entitled to do). Vodacom continued in debiting my account (**********ly).
Six weeks later, they are still unable to resolve my issue. I've spoken to ALL the departments within Vodacom.
They refuse to cancel the contract.
Helpful (0)
Replies (4)0
Replies (4)
Vodacom's replyOfficial
13 Jul 2020, 09:53Dear 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
Vodacom's reply13 Jul 2020, 09:53
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
NL
Niel L's updateReviewer Update
13 Jul 2020, 10:04Thanks for the reply. Hoping that you will be able to sort out the query. Here is the contextual background as you will need it in resolving my query:
At the end of May I upgraded my contract to the new iPhone 11. When the phone arrived a week later, I realised that I upgraded to the wrong phone. I contacted Vodacom immediately (04 June 2020) and they advised that the contract can only be amended after the phone was physically collected by the courier which they promised would be within a couple of days from my call.
A week later, I phoned again and advised them that I want to cancel the upgrade as I was having no joy from a service perspective. I should note that my cancellation was within the cooling-off period. The call centre agent confirmed that I can still cancel my upgrade as it was within the cooling-off period and that they would send a courier right away to collect the phone.
Six calls later and I have been sent from pillar to post. No one seems to know what is going on. The phone is still in my possession and I refuse to go into a store due to Covid. To add insult to injury, my account was debited with an additional R 700 although I cancelled this contract during the cooling-off period.
I have also requested copies of all my calls during June, which Vodacom has blatantly ignored. I am also still waiting on the various emails the call centre agents have promised to send me.
I have now decided to lodge a complaint with ICASA and to open a case of theft/***** against Vodacom due to the ******* debit order.
I will most definitely not be taking up any future contracts with Vodacom as they simply don't care about customer service. Their call centre agents are poorly trained and don't have any form of Standard Operating Procedures, nor do they have any urgency when it comes to resolving queries.
Vodacom is quick to take your money, but unresponsive to resolving issues.
They give new meaning to pathetic service!
At the end of May I upgraded my contract to the new iPhone 11. When the phone arrived a week later, I realised that I upgraded to the wrong phone. I contacted Vodacom immediately (04 June 2020) and they advised that the contract can only be amended after the phone was physically collected by the courier which they promised would be within a couple of days from my call.
A week later, I phoned again and advised them that I want to cancel the upgrade as I was having no joy from a service perspective. I should note that my cancellation was within the cooling-off period. The call centre agent confirmed that I can still cancel my upgrade as it was within the cooling-off period and that they would send a courier right away to collect the phone.
Six calls later and I have been sent from pillar to post. No one seems to know what is going on. The phone is still in my possession and I refuse to go into a store due to Covid. To add insult to injury, my account was debited with an additional R 700 although I cancelled this contract during the cooling-off period.
I have also requested copies of all my calls during June, which Vodacom has blatantly ignored. I am also still waiting on the various emails the call centre agents have promised to send me.
I have now decided to lodge a complaint with ICASA and to open a case of theft/***** against Vodacom due to the ******* debit order.
I will most definitely not be taking up any future contracts with Vodacom as they simply don't care about customer service. Their call centre agents are poorly trained and don't have any form of Standard Operating Procedures, nor do they have any urgency when it comes to resolving queries.
Vodacom is quick to take your money, but unresponsive to resolving issues.
They give new meaning to pathetic service!
NL
Niel L's update13 Jul 2020, 10:04
Reviewer Update
Thanks for the reply. Hoping that you will be able to sort out the query. Here is the contextual background as you will need it in resolving my query:
At the end of May I upgraded my contract to the new iPhone 11. When the phone arrived a week later, I realised that I upgraded to the wrong phone. I contacted Vodacom immediately (04 June 2020) and they advised that the contract can only be amended after the phone was physically collected by the courier which they promised would be within a couple of days from my call.
A week later, I phoned again and advised them that I want to cancel the upgrade as I was having no joy from a service perspective. I should note that my cancellation was within the cooling-off period. The call centre agent confirmed that I can still cancel my upgrade as it was within the cooling-off period and that they would send a courier right away to collect the phone.
Six calls later and I have been sent from pillar to post. No one seems to know what is going on. The phone is still in my possession and I refuse to go into a store due to Covid. To add insult to injury, my account was debited with an additional R 700 although I cancelled this contract during the cooling-off period.
I have also requested copies of all my calls during June, which Vodacom has blatantly ignored. I am also still waiting on the various emails the call centre agents have promised to send me.
I have now decided to lodge a complaint with ICASA and to open a case of theft/***** against Vodacom due to the ******* debit order.
I will most definitely not be taking up any future contracts with Vodacom as they simply don't care about customer service. Their call centre agents are poorly trained and don't have any form of Standard Operating Procedures, nor do they have any urgency when it comes to resolving queries.
Vodacom is quick to take your money, but unresponsive to resolving issues.
They give new meaning to pathetic service!
At the end of May I upgraded my contract to the new iPhone 11. When the phone arrived a week later, I realised that I upgraded to the wrong phone. I contacted Vodacom immediately (04 June 2020) and they advised that the contract can only be amended after the phone was physically collected by the courier which they promised would be within a couple of days from my call.
A week later, I phoned again and advised them that I want to cancel the upgrade as I was having no joy from a service perspective. I should note that my cancellation was within the cooling-off period. The call centre agent confirmed that I can still cancel my upgrade as it was within the cooling-off period and that they would send a courier right away to collect the phone.
Six calls later and I have been sent from pillar to post. No one seems to know what is going on. The phone is still in my possession and I refuse to go into a store due to Covid. To add insult to injury, my account was debited with an additional R 700 although I cancelled this contract during the cooling-off period.
I have also requested copies of all my calls during June, which Vodacom has blatantly ignored. I am also still waiting on the various emails the call centre agents have promised to send me.
I have now decided to lodge a complaint with ICASA and to open a case of theft/***** against Vodacom due to the ******* debit order.
I will most definitely not be taking up any future contracts with Vodacom as they simply don't care about customer service. Their call centre agents are poorly trained and don't have any form of Standard Operating Procedures, nor do they have any urgency when it comes to resolving queries.
Vodacom is quick to take your money, but unresponsive to resolving issues.
They give new meaning to pathetic service!
NL
Niel L's updateReviewer Update
16 Jul 2020, 14:27I eagerly await your call
NL
Niel L's update16 Jul 2020, 14:27
Reviewer Update
I eagerly await your call
NL
Niel L's updateReviewer Update
27 Jul 2020, 09:37I am still eagerly awaiting your call.
It has only taken you 7 weeks to resolve my query. USELESS
It has only taken you 7 weeks to resolve my query. USELESS
NL
Niel L's update27 Jul 2020, 09:37
Reviewer Update
I am still eagerly awaiting your call.
It has only taken you 7 weeks to resolve my query. USELESS
It has only taken you 7 weeks to resolve my query. USELESS