1 reviews | Active since Jan 2017
Its not my department!
<p>In September 2016 I was contacted by one of Vodacom’s call centres to tell me that they had been reviewing my monthly Vodacom bill and in their view they could save me money. The sales person recommended that they move me to a new contract which would result in this saving.</p> <p>I asked the sales person to send me an email detailing this offer as I don't as a principle contract over the phone. I was sent an email with a monthly cost for the new contract. On the basis that this was a substantial saving on my existing contract I rep**** per email giving the sales person permission to go ahead. At the end of October when the amended contract kicked in I found that my bill had in fact increased by +-R400.00.</p> <p>I have called in on the complaint number 3 times. After the first call about a week before Xmas I received no reply. A week ago I phoned again and had to go through my explanation again. The call centre agent told me that someone from sales would call me. This did occur but the sales person who called me told me that I had agreed to the terms and conditions over the phone. This is incorrect as I did not agree to any thing over the phone but requested an email (which I have on record). I agreed to the email - and certainly not paying for the device which is the explanation which is given to me. Finally I managed to get Vodacom’s head office number and after being put on hold for 5 minutes and phoning back I got through to someone who said they would contact me within 2 working days with feedback. They gave me a reference number via sms. It is now working day three and the silence is deafening……</p> <p>I want Vodacom to repay me the difference between the quoted price per email and my actual repayments. Secondly my future bills should be at the R999.00 as quoted in the email.</p> <p>My cell number is ********** 957.</p> <p> </p>
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
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
I have had a call from Vodacom who still maintain they have done nothing wrong and say that I agreed to a handset fee over the phone when they read me terms and conditions. They obviously ignored the fact that I received an email from Govender as I told her that I don't contract over the phone. The email is what I acted on. The email does not mention a handset fee.
Too many companies use this telesales approach to bamboozle customers and then tell them that they have a recording etc. This is why I asked for an email. Strange that the consultant who phoned me said she had read the transcript of the call but couldn't comment on my request for an email. Further she had not read the email.
Their only offer is to migrate me back to my original offer at a further cost to me. After they had made a sales call with false claims that they were going to save me money. Funny that the consultant who claims to have read the transcript of the call cannot remember that part of the conversation either.
Please Vodacom get someone with the authority and wit to listen through this complaint, do an honest investigation and at least put me back in the position I was in before their sales person called me thereby starting this mess.
I will not go away.
I have had a call from Vodacom who still maintain they have done nothing wrong and say that I agreed to a handset fee over the phone when they read me terms and conditions. They obviously ignored the fact that I received an email from Govender as I told her that I don't contract over the phone. The email is what I acted on. The email does not mention a handset fee.
Too many companies use this telesales approach to bamboozle customers and then tell them that they have a recording etc. This is why I asked for an email. Strange that the consultant who phoned me said she had read the transcript of the call but couldn't comment on my request for an email. Further she had not read the email.
Their only offer is to migrate me back to my original offer at a further cost to me. After they had made a sales call with false claims that they were going to save me money. Funny that the consultant who claims to have read the transcript of the call cannot remember that part of the conversation either.
Please Vodacom get someone with the authority and wit to listen through this complaint, do an honest investigation and at least put me back in the position I was in before their sales person called me thereby starting this mess.
I will not go away.
Looks like Vodacom are ignoring the problem, hoping I will give up. They mislead you then duck and dive......
Looks like Vodacom are ignoring the problem, hoping I will give up. They mislead you then duck and dive......
Just a quick update. Vodacom have sent an sms via one Portia Nkosi saying my query is being investigated by the CIC???? May be if I can guess what CIC means they will resolve my complaint. I bet one of the "C"s means confusing. Their strategy to date has been exactly that. If they confuse you enough they hope you will back off. I see they subtly change my situation from a complaint to a "query."
Just a quick update. Vodacom have sent an sms via one Portia Nkosi saying my query is being investigated by the CIC???? May be if I can guess what CIC means they will resolve my complaint. I bet one of the "C"s means confusing. Their strategy to date has been exactly that. If they confuse you enough they hope you will back off. I see they subtly change my situation from a complaint to a "query."
Still haven't solved my problem to my satisfaction and will come back to me.
What really concerns me is that the customer service person who phoned me today told me that the sales agent who originally contacted me "no longer works for Vodacom." I think that this is an appalling response to a customer complaint. Lets offer a sacrifice to burned at the stake as if this rogue person was operating outside of company guidelines.
It is easy to target employees rather then to look elsewhere for root causes of customer complaints. Has this employee had training? How are sales people incentivised? Is there a problem with the way contracts are explained. I bet that this type of error will recur until Vodacom management admits they have a management problem and stop throwing employees under the bus when they get caught out by angry customers.
Still haven't solved my problem to my satisfaction and will come back to me.
What really concerns me is that the customer service person who phoned me today told me that the sales agent who originally contacted me "no longer works for Vodacom." I think that this is an appalling response to a customer complaint. Lets offer a sacrifice to burned at the stake as if this rogue person was operating outside of company guidelines.
It is easy to target employees rather then to look elsewhere for root causes of customer complaints. Has this employee had training? How are sales people incentivised? Is there a problem with the way contracts are explained. I bet that this type of error will recur until Vodacom management admits they have a management problem and stop throwing employees under the bus when they get caught out by angry customers.
Guess what folks! I have just had an email from the employee that Vodacom said they had fired urging me to sign a migration agreement. They still don't want to honour their agreement to migrate me to a more cost effective package.
Further I was phoned by her and told that I had to urgently go to my computer and sign this migration agreement and was most put out that I was busy in a business meeting.
This is big company bullying at its worst.
Guess what folks! I have just had an email from the employee that Vodacom said they had fired urging me to sign a migration agreement. They still don't want to honour their agreement to migrate me to a more cost effective package.
Further I was phoned by her and told that I had to urgently go to my computer and sign this migration agreement and was most put out that I was busy in a business meeting.
This is big company bullying at its worst.
The saga continues.....
I had a very aggressive consultant phone me back yesterday telling me that she was calling on behalf of the supposedly fired sales consultant urging me to sign an agreement to migrate back to my original package - now for free. However still refusing to honour the original offer made on email which didn't include a device cost.
She then proceeded to argue with me about the the original sales consultant's offer saying that she had looked at my accounts and that I wouls save money even with the extra cost for the instrument.
I checked my accounts before and after the migration and wonder how she came to this conclusion.
I wonder when they are going to escalate this to someone senior with the knowledge and emotional intelligence to deal with this complaint competently and fairly?
The saga continues.....
I had a very aggressive consultant phone me back yesterday telling me that she was calling on behalf of the supposedly fired sales consultant urging me to sign an agreement to migrate back to my original package - now for free. However still refusing to honour the original offer made on email which didn't include a device cost.
She then proceeded to argue with me about the the original sales consultant's offer saying that she had looked at my accounts and that I wouls save money even with the extra cost for the instrument.
I checked my accounts before and after the migration and wonder how she came to this conclusion.
I wonder when they are going to escalate this to someone senior with the knowledge and emotional intelligence to deal with this complaint competently and fairly?