JL
Johan L
1 reviews | Active since Nov 2016
05 Nov 2016, 18:10
Migration failure
<p>I cancelled 1 of my contracts in order to migrate to an airtime contract on the 19th October through VODACOM’s customer care. I was informed that the new contract will only be effective from the 1st November. My trouble started on Monday 31st Oct when we could not dial out. After numerous phone calls (1st call 8am 31Oct) to the customer care, not getting anywhere. Again 3 calls on 1Nov (calls duration 1hrs 43min), Again 4 calls 2nd Nov (calls duration 1hr 6 min). Again 1 call on 3rd Nov (call duration 33 min). No one informed me that VODACOM has issues with their contract migration. I was only informed that they are unable to synchronize my contract with the network after my instore visit at The Grove. No one informed me that VODACOM solutions department is unable to resolve this issue. It is now day 6 and still no feedback from VODACOM. I cannot use an alternative phone as this number has been used on all our adverti*****ts. I am without a phone for the past 6 days. I am losing BUSINESS and REVENUE due to VODACOM not delivering. I need answers, when will this be resolved?</p>
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Replies (7)
Vodacom's replyOfficial
06 Nov 2016, 07:50Dear 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's reply06 Nov 2016, 07:50
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,
JL
Johan L's updateReviewer Update
07 Nov 2016, 09:20
Please take note that the problem of losing business and revenue has not been resolved.
It is now day 8 without this service. I have tried all the standard support procedures mentioned by the 7 call center agents I spoke to, nothing resolved this issue. The problem remains with VODACOM's migration process. It is an internal technical issue which needs to be resolved by you before contacting me. Please synchronize the number on your network and call me.
JL
Johan L's update07 Nov 2016, 09:20
Reviewer Update
Please take note that the problem of losing business and revenue has not been resolved.
It is now day 8 without this service. I have tried all the standard support procedures mentioned by the 7 call center agents I spoke to, nothing resolved this issue. The problem remains with VODACOM's migration process. It is an internal technical issue which needs to be resolved by you before contacting me. Please synchronize the number on your network and call me.
JL
Johan L's updateReviewer Update
08 Nov 2016, 14:31Dear VODACOM, another day passed without any updates.
Why is it such a big deal to add my number on the network?
is it the type of contract? can you not update and change my contract to something else that will take immediate affect?
I had paid R220 additional airtime where i could have used this contract.
Why is there no update, no feedback, no follow up?
Why is the service so bad?
JL
Johan L's update08 Nov 2016, 14:31
Reviewer Update
Dear VODACOM, another day passed without any updates.
Why is it such a big deal to add my number on the network?
is it the type of contract? can you not update and change my contract to something else that will take immediate affect?
I had paid R220 additional airtime where i could have used this contract.
Why is there no update, no feedback, no follow up?
Why is the service so bad?
JL
Johan L's updateReviewer Update
11 Nov 2016, 13:21Vodacom created a reference for this escalation 9 days after my first call to the call center.
8th November Ref 1- ********** 1984. This has been escalated internally for urgent attention - according to the solutions agent.
3 days later, still waiting no phone calls from Vodacom, I have to follow up. BAD SERVICE!!!
Today is the 12th day without a working contract.
JL
Johan L's update11 Nov 2016, 13:21
Reviewer Update
Vodacom created a reference for this escalation 9 days after my first call to the call center.
8th November Ref 1- ********** 1984. This has been escalated internally for urgent attention - according to the solutions agent.
3 days later, still waiting no phone calls from Vodacom, I have to follow up. BAD SERVICE!!!
Today is the 12th day without a working contract.
JL
Johan L's updateReviewer Update
14 Nov 2016, 10:38Still waiting, no solution!! new reference number is 1- ********** 5437.
Today is day 15 without a working VODACOM package.
I called in again for assistiance on the 11th, spoke to various supervisors, (Nick, Numusa, Ebrahim, Linda, Felicity) no one call back no one can resolve this.
I had to make another payment (R100) to my backup phone. My expenses is going up!!!
I am on day 15 without a phone. my account must be credited as I am unable to use the service.
Another consultant promise to assist today (14/11/2016), waiting for the call back at 11:45 as promise.
JL
Johan L's update14 Nov 2016, 10:38
Reviewer Update
Still waiting, no solution!! new reference number is 1- ********** 5437.
Today is day 15 without a working VODACOM package.
I called in again for assistiance on the 11th, spoke to various supervisors, (Nick, Numusa, Ebrahim, Linda, Felicity) no one call back no one can resolve this.
I had to make another payment (R100) to my backup phone. My expenses is going up!!!
I am on day 15 without a phone. my account must be credited as I am unable to use the service.
Another consultant promise to assist today (14/11/2016), waiting for the call back at 11:45 as promise.
JL
Johan L's updateReviewer Update
16 Nov 2016, 11:17Half way there, Simon at Vodacom call center, thank you for sorting the long awaiting issue. Simon managed to process a successful sim swap and got me half way there. I had to go to Vodacom store in The Grove to activate out going calls.
Last issue to be resolve is the monthly subsription fee.
You only managed to get me connected on your network 15 days after "activation", that is halfway thru the month.
Will mt account be credited for the lost of service?
JL
Johan L's update16 Nov 2016, 11:17
Reviewer Update
Half way there, Simon at Vodacom call center, thank you for sorting the long awaiting issue. Simon managed to process a successful sim swap and got me half way there. I had to go to Vodacom store in The Grove to activate out going calls.
Last issue to be resolve is the monthly subsription fee.
You only managed to get me connected on your network 15 days after "activation", that is halfway thru the month.
Will mt account be credited for the lost of service?
JL
Johan L's updateReviewer Update
16 Nov 2016, 11:21We had to buy R650 additional airtime for another phone where as i could have used this contract and i would have had no expense. I will provide proof when requested.
JL
Johan L's update16 Nov 2016, 11:21
Reviewer Update
We had to buy R650 additional airtime for another phone where as i could have used this contract and i would have had no expense. I will provide proof when requested.