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LL
Lorraine L

1 reviews | Active since May 2019

29 Jul 2020, 13:40

NO ASSISTANCE FROM VODACOM

I have been trying to contact Vodacom for the last 2 months and has to been no avail. Due to COVID I had to move my child to On Line schooling and because of this I had to make a quick plan to get a data plan. I opted to go for Vodacom LTE that gave me 50 gig anytime data. Since getting the LTE plan we have encountered numerous problems with connectivity to such an extent my child cannot sit for a full Zoom classroom lesson and this is becoming a huge problem for her. I have tried to contact Vodacom to get them to please assist with changing over from LTE to Fibre BUT THAT HAS BEEN TO NO AVAIL. I am not asking them to cancel my Vodacom contract, I am merely asking them as a client of Vodacom that is sitting with a real life situation to assist moving to Fibre. I did not ask for this provide - we are also victims of COVID as well.

0
Replies (3)
Vodacom
Vodacom's reply29 Jul 2020, 14:07
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 


LL
Lorraine L's update03 Aug 2020, 20:37
Reviewer Update
Vodacom Consumer Website Team,
Thank you for the prompt response. but that is ALL I GOT FROM VODACOM... IS A PROMPT RESPONSE AND THAT IS IT....
Customer service is NOT SOMETHING THEY PRIDE THEMSELVES IN...

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LL
Lorraine L's update15 Sept 2020, 20:10
Reviewer Update
ISSUE - POOR NETWORK COVERAGE WITH VODACOM LTE
Post Lockdown, due to COVID 19, level 5 we needed to take out a Vodacom LTE contract to ensure that our daughter gets an education via On-Line schooling. Since inception network coverage was a huge dilemma, whereby during class sessions the internet connectivity will drop thus not being able to attend class. Despite numerous calls to Vodacom trying to escalate this matter, it has not been given the attention it deserves. Attached is the call log of communication and empty problem made by Vodacom employees. It is absolutely appalling that we need to go to this length, bearing in mind we are dealing with a massive organization - VODACOM.
WHAT DO WE NEED TO DO TO GET THIS MATTER URGENTLY RESOLVED????? THIS IS HAVING A LARGE IMPACT ON MY DAUGHTERS EDUCATION!!!

24/07/2020 @ 13:20:48 logged a call with Vodacom Ref- ***, will get someone to call me back.

29/07/2020 – Logged a complaint on Hello Peter

03/08/2020 - Logged another complaint on Hello Peter

06-08-20 Luanda initially handled the Hello Peter Query and passed on to Cupido.

08-08-2020 - Cupido - called and said he was going to get the matter investigated and provide update within 10 days

19/08/2020 - Jabulani will send Cupido a message to contact me. This never happened

01-09-2020 - Sanele - plan site - no timelines or dates provided when this will take place. Veronica Classen - will get the technician Mr Cupid to call and provide feedback. Veronica will call on Thursday 3 Sept 20 to see if they called.

07-09-2020 - @ 16h50 Paballo - Ref *** logged a service request for Veronica Claasen to call me. Paballo refused to give her surname. This never happened

08/09/20 - Sunny Dinie - LTE cancel the contract and thereafter ensure the query submitted.

New reference for the cancellation. Termination date to be confirmed.

Submitted the cancellation to the cancellation department, they will call me REF: ***

Submitted request for FIBRE dept to contact me ***-655997

14/09/20 @ 14h24 - Jocelyn Pillay - She will investigate on how the cancellation to be done without fees being incurred, she will also find how long it take it to activate the fibre. She will come back to us either today or tomorrow morning 15 Sept 20.

My husband spoke to her advising that if no feedback is received, he will escalate to Vodacom CEO naming and shaming all the people that have been in contact with for the last 3 months.

15/09/20 @ 15h12 - Thabisela Mncwango (cancellation Dept - Elite Save) sent an email for Jocelyn to call me back.