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rsilke R

1 reviews | Active since Oct 2010

09 Jun 2020, 10:49

No follow through to solve problems - call centre staff ill equipped and sending out conflicting messages

In June last year I upgraded my contract. The package I was on was no longer available and I had to choose a new package. I explained my needs to the agent who then put me on the new package. I am now paying over R800 a month for this package which has over 600 min talking minutes - I never even come close to using these minutes - the package was completely oversold and I could have easily gone on a smaller package. I phoned Vodacom last week to discuss this and the possibility of downgrading to a smaller package. The first agent I spoke to gave me two options and said it was possible, I just needed to choose the package, When I called back the new agent said I couldn't change and I had to pay over R2 000 to downgrade. I then explained to her that I have been unemployed since March, I cannot afford to keep paying for a package that I don't need - it is completely too much for me. I then said it was a joke to expect me to pay R2 000 as I have had endless problems with my Samsung A20 that came with the package. It turns off randomly after warning of overheating when the phone is ice cold - after doing some research this is a common complaint of this model. I then asked to speak to a supervisor - who of course was not available at the time - who would call me back to discuss further options. Then I received an SMS telling me the query has be resolved and closed... it is all but resolved and closed. I tried again phoning this morning and after holding for minutes and minutes I gave up trying. Please can someone who has some authority and knowledge at Vodacom please give me a call to discuss options. After being a loyal customer since the 90's the lack of respect and empathy and willingness to find a solution is seriously disappointing.

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Replies (2)
Vodacom
Vodacom's reply09 Jun 2020, 11:15
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 
rR
rsilke R's update12 Jun 2020, 15:07
Reviewer Update
What a waste of time reaching out to Vodacom! The agent, Dean, who phoned me to address my complaint, was only willing to give the standard response as stated in his manual ... I requested that, as a loyal customer of Vodacom for about 20 years, I deserved to speak to someone who is prepared to take the time to look at my account before making a call. Care enough to assess my account to determine whether I am indeed on the correct package - which I am not. I am paying a lot of money every month for a package I will never use ... if they took the time to look at my account they would see this and acknowledge that I was possibly not sold the correct package from the start. All I received was a standard answer that to downgrade I need to pay a rediculous penalty. The agent acknowledged that he had not looked at my account - he was probably given instruction to get rid of the complaint by textbook answer. I find this lack of empathy and service terrible or is this how Vodacom treats all its loyal long-standing customers? I have not said that I am not willing to pay a penalty to downgrade - I am just asking someone to take the time to assess my situation, not just treat me like a number, and advise accordingly, possibly negotiating a lower penalty as I am actually not costing Vodacom a cent. My phone, a Samsung A20, is by no means the fanciest in the range - it retail price is R3 175. I have been paying over R800 since I upgraded a year ago. That is a rough total of R9 600. So the cost of my phone has been covered three-fold. I have never even come close to exceeding my package allowance. The A20 device has a common fault of shutting down when overheating - and cuts out during calls etc. A further cost to me to have it looked at. Vodacom has made enough money out of me in the last year - the least they can do is have a look at my request with respect and take the time out to treat me as a valued customer and not just a number that needs to be called and ticked off on a list.