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Renz T

1 reviews | Active since Dec 2017

06 Dec 2017, 08:49

Non-delivery and bad service

I am on the supposedly premium red package with Vodacom and received an email for an online upgrade. I completed the process and after a few weeks had still not received my order. I have called Vodacom numerous times to follow up but they pass the back from one department to another. I eventually discovered that the phone was returned to the warehouse as they were apparently unable to get hold of me (I had no voicemails or missed calls on the day in question). After many agonizing hours on the phone I was informed that the order is actually going to be cancelled (part of the process) and I must now apply from scratch for an upgrade. This is absolutely abysmal service. I spend thousands of Rands a month on a supposed premium service and it seems I would be better off just giving that money to another service provider.

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Replies (3)
Vodacom
Vodacom's reply06 Dec 2017, 10:31
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

RT
Renz T's update30 Dec 2017, 15:02
Reviewer Update
It is more than 3 weeks later and this issue has not been resolved. Firstly, no consultant ever contacted me as per Vodacom's response above. I tried to upgrade at a store and after a week of waiting and further poor service I was informed that the upgrade could not proceed as the online upgrade (that I was assured was cancelled as per my initial review above) is actually still open and needs to be closed. A further wasted hour on the phone being pushed from one call centre to the next and it turns out the online call centre is closed. I requested to speak to a supervisor to escalate but was told there was no supervisors at the red call centre. I then asked to cancel but the cancellations department is also unavailable. I am genuinely at my wits end, what am I to do here? I can't upgrade, I can't cancel? This is shockingly bad service! Vodacom, ball in your court. MTN, I may be coming soon.
RT
Renz T's update23 Jan 2018, 13:38
Reviewer Update
Vodacom, still no response???