MH
Megan H
1 reviews | Active since Sept 2012
14 Mar 2024, 10:50
Harassed for a Paid Account
Good morning,
I keep receiving calls from your automated system notifying me of my account being in the arears. I've checked on the app, paid for February and even pre-paid my March invoice because I keep being harassed by this call. My account shows R0 is due but when I tried to resolve the issue via Whatsapp, I receive this response:
The total amount you owe is *R0.0* This includes any amount that may be in arrears.
Current Balance: *R0.0* Amount in arrears: *R496.02*
How is it that I owe R0, but I have an amount in arears? How is it that I've paid everything I possibly can via the app, while still being harassed by your automated calls, and have an amount showing in the arears- but no balance due?? What's worse is you've listed me on ITC, when I've made payment and pre-paid March.
I've tried calling, emailing, whatsapping and none of your channels let's me speak to an actual person. I just keep getting the same answer.
Please update me urgently as this is causing distress and is not the service I've come to expect from Vodacom.
Helpful (0)
Replies (2)0
Replies (2)
Vodacom's replyOfficial
14 Mar 2024, 12:03Dear 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
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 reply14 Mar 2024, 12:03
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
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
MH
Megan H's updateReviewer Update
14 Mar 2024, 13:15Hi there,
This has not been resolved. I've asked for it to be escalated as the person i spoke to said that even if I'm 2 min late, as soon as the debit is returned, you are allowed to mark me as a late payer on ITC. Your policy reads, "If the debit order is unsuccessful, a 10-day grace period will be provided after the invoice date to make a direct payment into your Vodacom account prior to the device being locked through the DLC application".
Immediately following the debit being returned, I logged into the app to make payment. The app showed the account had been paid, so I assumed it had been resubmitted and successfully charged. I then got an automated call on the 12th, and immediately logged into the app, and made payment. I clicked pay my account, accepted the amount it said was due and paid. I then continued to receive harassment calls - with no option to speak to a human to get clarification as to why you still said I was overdue. I've tried contacting on whatsapp, the call center number and email and couldn't speak to a human until putting this on Hello Peter.
The response was that oh, when I logged into the app, and said "Pay my Account" the amount that the app showed me was due was my March statement, not the February invoice that was actually due.
Your app is so problematic - it is forced down everyone's throat, but then can't even display the correct information and results in your customer being marked as a late payer. I attempted to get hold of a human several times, and eventually turned to Hello Peter to be told that despite you marketing your app, as the go-to for managing your account on the go, when it doesn't even show the correct info. I've paid both invoices, and the account still shows
The total amount you owe is *R0.0*
This includes any amount that may be in arrears.
Current Balance: *R0.0*
Amount in arrears: *R496.02*
Additionally, your call person said there is no grace period. That if the debit is returned, I immediately get marked as a late payer on ITC. When I asked, to escalate the issue as I find it weird how every other company South Africa allows a grace period but Vodacom doesn't? It is like you want to set your customer for failure - your app is incorrect, can't get hold of a human, and you don't give people a grace period. He then went on to say, "I work very closely with our legal team." And put the phone down on me.
Meanwhile, your policy reads, " If the debit order is unsuccessful, a 10-day grace period will be provided after the invoice date to make a direct payment into your Vodacom account prior to the device being locked through the DLC application"
So no, this is not resolved. You've listed me on ITC as account in arrears, you gave no grace period, your app is inaccurate and you're impossible to get hold of. Additionally, your call person, is misinformed and ridiculous.
This has not been resolved. I've asked for it to be escalated as the person i spoke to said that even if I'm 2 min late, as soon as the debit is returned, you are allowed to mark me as a late payer on ITC. Your policy reads, "If the debit order is unsuccessful, a 10-day grace period will be provided after the invoice date to make a direct payment into your Vodacom account prior to the device being locked through the DLC application".
Immediately following the debit being returned, I logged into the app to make payment. The app showed the account had been paid, so I assumed it had been resubmitted and successfully charged. I then got an automated call on the 12th, and immediately logged into the app, and made payment. I clicked pay my account, accepted the amount it said was due and paid. I then continued to receive harassment calls - with no option to speak to a human to get clarification as to why you still said I was overdue. I've tried contacting on whatsapp, the call center number and email and couldn't speak to a human until putting this on Hello Peter.
The response was that oh, when I logged into the app, and said "Pay my Account" the amount that the app showed me was due was my March statement, not the February invoice that was actually due.
Your app is so problematic - it is forced down everyone's throat, but then can't even display the correct information and results in your customer being marked as a late payer. I attempted to get hold of a human several times, and eventually turned to Hello Peter to be told that despite you marketing your app, as the go-to for managing your account on the go, when it doesn't even show the correct info. I've paid both invoices, and the account still shows
The total amount you owe is *R0.0*
This includes any amount that may be in arrears.
Current Balance: *R0.0*
Amount in arrears: *R496.02*
Additionally, your call person said there is no grace period. That if the debit is returned, I immediately get marked as a late payer on ITC. When I asked, to escalate the issue as I find it weird how every other company South Africa allows a grace period but Vodacom doesn't? It is like you want to set your customer for failure - your app is incorrect, can't get hold of a human, and you don't give people a grace period. He then went on to say, "I work very closely with our legal team." And put the phone down on me.
Meanwhile, your policy reads, " If the debit order is unsuccessful, a 10-day grace period will be provided after the invoice date to make a direct payment into your Vodacom account prior to the device being locked through the DLC application"
So no, this is not resolved. You've listed me on ITC as account in arrears, you gave no grace period, your app is inaccurate and you're impossible to get hold of. Additionally, your call person, is misinformed and ridiculous.
MH
Megan H's update14 Mar 2024, 13:15
Reviewer Update
Hi there,
This has not been resolved. I've asked for it to be escalated as the person i spoke to said that even if I'm 2 min late, as soon as the debit is returned, you are allowed to mark me as a late payer on ITC. Your policy reads, "If the debit order is unsuccessful, a 10-day grace period will be provided after the invoice date to make a direct payment into your Vodacom account prior to the device being locked through the DLC application".
Immediately following the debit being returned, I logged into the app to make payment. The app showed the account had been paid, so I assumed it had been resubmitted and successfully charged. I then got an automated call on the 12th, and immediately logged into the app, and made payment. I clicked pay my account, accepted the amount it said was due and paid. I then continued to receive harassment calls - with no option to speak to a human to get clarification as to why you still said I was overdue. I've tried contacting on whatsapp, the call center number and email and couldn't speak to a human until putting this on Hello Peter.
The response was that oh, when I logged into the app, and said "Pay my Account" the amount that the app showed me was due was my March statement, not the February invoice that was actually due.
Your app is so problematic - it is forced down everyone's throat, but then can't even display the correct information and results in your customer being marked as a late payer. I attempted to get hold of a human several times, and eventually turned to Hello Peter to be told that despite you marketing your app, as the go-to for managing your account on the go, when it doesn't even show the correct info. I've paid both invoices, and the account still shows
The total amount you owe is *R0.0*
This includes any amount that may be in arrears.
Current Balance: *R0.0*
Amount in arrears: *R496.02*
Additionally, your call person said there is no grace period. That if the debit is returned, I immediately get marked as a late payer on ITC. When I asked, to escalate the issue as I find it weird how every other company South Africa allows a grace period but Vodacom doesn't? It is like you want to set your customer for failure - your app is incorrect, can't get hold of a human, and you don't give people a grace period. He then went on to say, "I work very closely with our legal team." And put the phone down on me.
Meanwhile, your policy reads, " If the debit order is unsuccessful, a 10-day grace period will be provided after the invoice date to make a direct payment into your Vodacom account prior to the device being locked through the DLC application"
So no, this is not resolved. You've listed me on ITC as account in arrears, you gave no grace period, your app is inaccurate and you're impossible to get hold of. Additionally, your call person, is misinformed and ridiculous.
This has not been resolved. I've asked for it to be escalated as the person i spoke to said that even if I'm 2 min late, as soon as the debit is returned, you are allowed to mark me as a late payer on ITC. Your policy reads, "If the debit order is unsuccessful, a 10-day grace period will be provided after the invoice date to make a direct payment into your Vodacom account prior to the device being locked through the DLC application".
Immediately following the debit being returned, I logged into the app to make payment. The app showed the account had been paid, so I assumed it had been resubmitted and successfully charged. I then got an automated call on the 12th, and immediately logged into the app, and made payment. I clicked pay my account, accepted the amount it said was due and paid. I then continued to receive harassment calls - with no option to speak to a human to get clarification as to why you still said I was overdue. I've tried contacting on whatsapp, the call center number and email and couldn't speak to a human until putting this on Hello Peter.
The response was that oh, when I logged into the app, and said "Pay my Account" the amount that the app showed me was due was my March statement, not the February invoice that was actually due.
Your app is so problematic - it is forced down everyone's throat, but then can't even display the correct information and results in your customer being marked as a late payer. I attempted to get hold of a human several times, and eventually turned to Hello Peter to be told that despite you marketing your app, as the go-to for managing your account on the go, when it doesn't even show the correct info. I've paid both invoices, and the account still shows
The total amount you owe is *R0.0*
This includes any amount that may be in arrears.
Current Balance: *R0.0*
Amount in arrears: *R496.02*
Additionally, your call person said there is no grace period. That if the debit is returned, I immediately get marked as a late payer on ITC. When I asked, to escalate the issue as I find it weird how every other company South Africa allows a grace period but Vodacom doesn't? It is like you want to set your customer for failure - your app is incorrect, can't get hold of a human, and you don't give people a grace period. He then went on to say, "I work very closely with our legal team." And put the phone down on me.
Meanwhile, your policy reads, " If the debit order is unsuccessful, a 10-day grace period will be provided after the invoice date to make a direct payment into your Vodacom account prior to the device being locked through the DLC application"
So no, this is not resolved. You've listed me on ITC as account in arrears, you gave no grace period, your app is inaccurate and you're impossible to get hold of. Additionally, your call person, is misinformed and ridiculous.