Misleading company very bad service overall

<p>Hello Vodacom Customers</p> <p> </p> <p>I am writing this in the hope that nobody will fall in the same trap as I did !</p> <p> </p> <p>I did a upgrade at the end of February 2017 at Forest Hill Vodacom shop and the advisor who helped me was TP (conveniently he now doesn’t work there anymore )</p> <p> </p> <p>I explicitly asked him to make sure that I stay with the “TOP UP COVER “ option so that there is no extra charges at the end of the month.</p> <p> </p> <p>I told him I am paying about R500 a month and that I will be comfortable to increase my monthly payment to max R650 in order to enjoy a upgraded mobile phone.</p> <p> </p> <p>TP Forest HILL Vodacom shop advisor said that’s all good he can do a deal for me for just R599 and that’s all I will be paying monthly ! R599 and that will be it !</p> <p> </p> <p>He even asked would I like an “open line “ after I told him “TOP UP ONLY” I again told him to make sure I don’t have any open line “extra charges” end of the month as I work on a budget, (I would like to have the option to add DATA ,AIRTIME myself when needed so that I can budget EACH MONTH.)</p> <p> </p> <p>He told me yeah he will give me a package deal that will provide me with 50 any airtime minutes ,25anytime sms’s and 2GB for the month (if you look at the Vodacom Brochure provided to the public that’s what it states on the Brochure advert and any normal person on the street will be under the impression this is what you get no extra surprises!)</p> <p> </p> <p>So where the trick comes in that you will not be aware of unless the consultant informs you about it is that a U CHOOSE MORE DATA will be a NONE OPEN LINE option which I thought I had and the SMART MORE DATA option will be an OPEN LINE ! open line will not block you from using DATA !</p> <p> </p> <p>I never knew that they will do a double debit for March and April , secondly I picket up via the Vodacom APP that I am using data to the value of over R1100 and being charged out of normal DATA rates which is a good thing for VODACOM as I now have to pay a BILL of R1600 next month !</p> <p> </p> <p>Please also be aware that when you are at a Vodacom shop you should rather record your upgrade discussion as its your word against the advisor and only the documents to go on! If you call the Vodacom head office and do everything telephonically you can at least go back to the recording !</p> <p> </p> <p>A few things to consider for Vodacom shops</p> <p> </p> <p>1. Train your staff appropriately with the necessary s****s</p> <p>2. Make sure you record their conversations with the clients as how will you train your staff or go back to what was said or explained ?</p> <p>3. Make sure your PC , systems actually work as each time I was at FOREST HILL VODACOM SHOP the system is hanging or responding slow.</p> <p>4. Brochure document that you display to customers to ensure its user friendly and not misleading like it is now !</p> <p> </p> <p>I have escalated this and still nobody has contacted me over a week and a half no wonder VODACOM is rated so poorly</p> <p> </p> <p>e-mail correspondence copied and pasted down below</p> <p> </p> <p> </p> <p> </p> <p>From: MR X <br /> Sent: 28 April 2017 02:12 PM<br /> To: 'Vodacom Shop Forest Hill (VD)' ********** ********** ********** /> <br /> Subject: RE: Dispute for MR X</p> <p> </p> <p>Hi There</p> <p> </p> <p>Trust you are well?</p> <p> </p> <p>Not sure if anybody is going to respond on this request for further review ? Please leave a voice message on my mobile if you might have missed me</p> <p> </p> <p>Regards MR X</p> <p> </p> <p> </p> <p>To: 'Vodacom Shop Forest Hill (VD)' ********** ********** /> <br /> Subject: Dispute for</p> <p> </p> <p>Good day</p> <p> </p> <p>Trust you are well?</p> <p> </p> <p>I have been at the Vodacom forest Hill shop yesterday and Precious assisted me to migrate my profile to the U choose package as this is what I thought I had all along.(not an open line)</p> <p> </p> <p>I would like to speak to a Vodacom regional manager or whoever deals with your compliance /complaints department in terms of my unfortunate situation.</p> <p> </p> <p>I am very unhappy with the situation I find myself in and explicitly asked TP the Vodacom advisor to make sure I have a similar package as to the one I had “top up cover “ where I control my data and that I top it up once all data is completed !</p> <p> </p> <p>Only when TK acting manager showed me the difference that the one is green “u choose “ and the other is blue “smart more “ the actual difference is that the one is open and the other not , I have been with Vodacom over 7 years and have never opted for an open line, and would never allow this.</p> <p> </p> <p>If you look at your broacher that you provide the public it’s not user friendly at all and nowhere does it states that you will be on an open line if you choose the SMART MORE package.</p> <p> </p> <p>I have been misled by the Vodacom advisor TP who now has left and it’s my word against his as this is how I took the feedback from TK Monday afternoon.</p> <p> </p> <p>I look forward to your feedback and trust we can come up with some kind of compensation in regards to the large bill that I now need to be accountable for !</p> <p> </p> <p> </p> <p>From: Vodacom Shop Forest Hill (VD) ********** <br /> Sent: 24 April 2017 04:47 PM<br /> <br /> Subject: Dispute</p> <p> </p> <p>Hi Supporting Team,</p> <p> </p> <p>Kindly assist as the customer dispute the bills.</p> <p> </p> <p>Customer was not aware that he is on an open package after performing an upgrade.</p> <p>He said he only picked the error via his Vodacom App.</p> <p>MR X dispute is that he asked for the top up package.</p> <p> </p> <p>Was not sure about the alert sms; if he received for usage notification.</p> <p> </p> <p>He was assisted by a consultant who resigned from our shop.</p> <p> </p> <p>I gave customer an option of migrating to a u-choose package so that he will not experience the same problem.</p> <p> </p> <p>Customer will come back as he was rushing somewhere.</p> <p> </p> <p>Kind regards</p> <p> </p>