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Antonio B

1 reviews | Active since Apr 2010

26 Jan 2021, 10:27

IT SEEMED A SIMPLE REQUEST BUT …

My wife is due for an upgrade on her Vodacom contract.

To work out the best option for a new contract, I wanted to find out the average number of call minutes per month that she used for the last 6 months.

Vodacom must have this information on their system but clearly, not prepared to give it to their clients.

I tried to obtain this information via Vodacom’s “My Vodacom” portal - not available.

Next, I tried Vodacom via Facebook messenger - reply “Regrettably, this does not seem to be possible to view. We do apologise for not being able to assist."

My wife phoned Vodacom Customer Care - no luck. Only going forward if she pays for itemised billing.

My wife then phoned the “upgrade team” and got the same story.

NOT POSSIBLE!

Strange because a few months ago, I obtained this information from my service provider [not Vodacom] within two minutes.

0
Replies (3)
Vodacom
Vodacom's reply26 Jan 2021, 11:08
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
Vodacom's reply26 Jan 2021, 15:38
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 organization. Regrettably, the feedback you were provided is correct. The account holder will need to request for an itemize billing report to get an overview of the account usage information.  Regards Consumer Website Team

Best regards,

AB
Antonio B's update09 Feb 2021, 11:42
Reviewer Update
Dear Consumer Website Team,

Your response "Regrettably, the feedback you were provided is correct. The account holder will need to request for an itemize billing report to get an overview of the account usage information.", is incorrect.

What you should have stated was that: the information is available, but Vodacom Customer Care was UNWILLING to supply this information.

Yesterday, Malaya (I hope that I have spelt her name correctly) gave my wife this very information!

It took her two minutes.