1 reviews | Active since Jun 2018
Inconsistency and appalling customer service
If possible I wouldn't even grant them a star because they don't deserve it. I have called the customer care number to enquire about the prepaid contact number that I would like to get reinstated. My sim was not active for a couple of months due to unforeseen circumstances as I was out of the country. I had to leave abruptly. When I got back, I realized my sim had no service and decided to call customer care and I was informed to go in-store with my ID and proof of res in order to get the number reinstated. I was informed it’s possible to get the number reinstated, it is not in use and the number may be converted to a contract in order to reinstate it. I went to Vodaworld on the 20th of August 2022, I was assisted by Gift who informed me that my number was deleted, in order for me to get the number back I must wait until it is allocated to someone. I must contact that person and request them to give me the number back and allow for a sim swap to be done. He did not say much and he dismissed me, the thought of the wasted time and petrol left me feeling disappointed. The advice I was given by the agent didn't make sense to me as I'm told to wait and spend my money to call and get my number back personally because Vodacom is not in a position to assist me as a customer. I decided to call customer care again on the 30th of August 2022, I was assisted by Thando Manoko, who informed me that I need to go in-store in order to get the number reinstated, it will be converted to a contract number. If I'm not suitable for taking up a contract with Vodacom, I'll have to use a new number that has been recycled. I asked her about my Voda bucks and airtime I had in the sim, I’d like them to be reinstated and credited back. She informed me that I won’t be able to get them back as I have forfeited them. If I am told to use a new number that was used by someone else and I don’t get to have my voda-bucks and airtime back it clearly means I’m being ********** as a client. I bought a new sim when I went in-store and the number I have been granted with ever since I activated the sim belonged to someone and I’ve been receiving calls ever since requesting for the previous owner.
This is uncalled for and annoying to be receiving calls on behalf of the previous owner. I am not happy with the service level and it is very distasteful to be misled by agents and experience loss as I was driving from one point to the next. There is no consistency in the way the agents work as they don’t speak the same language when it comes to processes. I am in disbelief of the customer service I’ve experienced as I’ve been a loyal customer for about 9 years and I’m not getting any joy in resolving my matter. At Killarney Mall I was told they're unable to convert the number into a contract line, customer care must first activate the number on the system. My problem is being misled by an agent from the customer care department, I am not taken seriously as a customer and to be sent from pillar to post is very demeaning. I've wasted petrol driving to Midrand and to other Vodacom stores as I was referred by the customer care agent only to end up not getting assisted.
I've sent an email to the complaints department and I haven't received any response. The agent from customer care informed me that their SLA is 72hrs. To this day I haven't received a response. The email address I was granted by the agent *** but there is no acknowledgment of my query.
1. Complaints SLA is 72hrs - I didn't get a response and an acknowledgment of my query from *** (sent 31/08/22 and today it's the 6th of September 22) - According to Vodacom this is normal and there's nothing wrong.
2. Agents giving incorrect advice and not putting themselves in the customer's shoes- Ver dismissive and had no interest to assist.
3. The agent informed me it's possible to obtain the cellphone number back, I must go to a Vodashop with my ID and proof of residential address to get the number reinstated it's still available and not in use. Another option I was given was the number will be converted to a contract I must go with additional documents payslip and 3 months bank statement. Vodashop informed me they cannot do anything and the customer care department knows the procedure, they must change the status of the number first and they'll be able to convert the number to a contract line.- According to Vodacom, being sent from pillar to post and misleading clients is normal. It's the culture of the company to treat customers in an appalling way and not show empathy.
3. Agents giving advice for the sake of getting rid of them in-store.
4. Agents not speaking the same thing when it comes to processes.- Inconsistency seems to be a positive trait for Vodacom.
So the agents get away with whatever they feel like informing customers and as promised by Vodacom employees such is overlooked and the only things that are addressed are only those beneficial to the company. How about you also link that back's the agents work ethic as I was misled and given a resolution that isn't fulfilled. Agents are allowed to create expectations that will never be met and Vodacom sees it fitting for them to do such.
If more than one agent is able to confirm that it's possible to reinstate the number, it's still available and not in use it confirms it is possible to get back.
1. Complaints SLA is 72hrs - I didn't get a response and an acknowledgment of my query from *** (sent 31/08/22 and today it's the 6th of September 22) - According to Vodacom this is normal and there's nothing wrong.
2. Agents giving incorrect advice and not putting themselves in the customer's shoes- Ver dismissive and had no interest to assist.
3. The agent informed me it's possible to obtain the cellphone number back, I must go to a Vodashop with my ID and proof of residential address to get the number reinstated it's still available and not in use. Another option I was given was the number will be converted to a contract I must go with additional documents payslip and 3 months bank statement. Vodashop informed me they cannot do anything and the customer care department knows the procedure, they must change the status of the number first and they'll be able to convert the number to a contract line.- According to Vodacom, being sent from pillar to post and misleading clients is normal. It's the culture of the company to treat customers in an appalling way and not show empathy.
3. Agents giving advice for the sake of getting rid of them in-store.
4. Agents not speaking the same thing when it comes to processes.- Inconsistency seems to be a positive trait for Vodacom.
So the agents get away with whatever they feel like informing customers and as promised by Vodacom employees such is overlooked and the only things that are addressed are only those beneficial to the company. How about you also link that back's the agents work ethic as I was misled and given a resolution that isn't fulfilled. Agents are allowed to create expectations that will never be met and Vodacom sees it fitting for them to do such.
If more than one agent is able to confirm that it's possible to reinstate the number, it's still available and not in use it confirms it is possible to get back.
improve access to, and the quality of, information that is necessary so that consumers are able to make informed choices according to their individual wishes and needs; -
Vodacom promotes misleading clients by giving them high expectations. I was given information by agents and made an informed decision based on what I was informed, I've wasted money going to your shops only to be sent pillar to post for no reason.
improve access to, and the quality of, information that is necessary so that consumers are able to make informed choices according to their individual wishes and needs; -
Vodacom promotes misleading clients by giving them high expectations. I was given information by agents and made an informed decision based on what I was informed, I've wasted money going to your shops only to be sent pillar to post for no reason.