Non-responsive Vodacom agents and managers : Vodacom upgrade & cancellation
I join scores of other highly dissatisfied and disillusioned Vodacom customers, in echoing my frustration in awaiting a promised response from the Upgrades & cancellation department at Vodacom. It has been almost 3 months of calling repeatedly on the supposed " customer care line " which has proved to be an utterly fruitless exercise. Dealing with several agents Lorraine, Zandile, Claire , Ayanda Mthethwa and just yesterday Andile etc .. and all promising to revert with feedback from their escalation manager ( Nomthandazo Gumede) has been a moving target. To date , I have never received any such call from the escalation manager nor a resolution to the promised deal match ( contract promise ). It's been 3 months of contract extension after being held on a string ( paying a full contract charge) with promises of finalising a promised upgrade with the retentions / rewards department ( but to no avail). As a customer, I believe that this is ********* practise and amounts to false advertising from Vodacom. ( why promise or even advertise a deal match and keep customers strung along for several months of added contract term payments , only to play a duck and dive game).
Highly frustrating . I am in the process of cancelling my contract and would certainly ward others who are contemplating going this upgrade route with Vodacom from doing so.
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Vodacom's replyOfficial
15 May 2022, 10:38 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
Vodacom's reply15 May 2022, 10:38
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
's updateReviewer Update
16 May 2022, 20:06Dear Sir / Madam
As a long standing Vodacom client with three current contracts, I have raised my cancellation concerns with several customer care agents repeatedly for several months now. To name but a few : Ayanda Mthethwa, Zandile Motolo, Noluthando, Claire etc ..
After expressing my desire to expedite a contract cancellation since February when my contract expired, I was led to believe that the said agents would revert with a deal match ( for which I cited the 2 cellular phone deals that I was interested in : iPhone 13 Promax 512 Gigs at R949 per month over 36 months and/ or the Samsung Galaxy Z Fold 3 256 Gig ( AT R899 over 36 months ).
With numerous promises that an escalations manager (Nomthandazo Gumede) would call me back ( up to the last Friday 13th May ) but to no avail. I insisted on a reference number from the last service agent Andile on Friday since I suspected that Ms Nomthandazo may well not make contact again (and that I was therefore requesting a contract cancellation if the deal match alluded to over 3 months or so was not forthcoming).
After another 2 long calls to the customer helpline today, and attempting to make contact with Nomthandazo who I was told had been sent a mail with a note to contact me regarding my case ( Reference number REQ *** ), I had no alternative but to request the long asked for contract cancellation (for a R200 a month for 20 Gigs data contract on cell number ***that I was repeatedly billed for since the contract expired being led to believe that a deal match will be expedited sometime soon ).
I find it highly frustrating and unfair to me as a consumer that I was abruptly told by the service agent ( Claire ) today that I would have to forcibly be liable for yet another month of the contract charge ( since the 15 May had passed) Yet if you investigate the recorded calls & review the escalation notes on your system REQ *** which I made on the 13th May that if Nomthandazo doesn’t get back to me, then I distinctly requested a contract cancellation on this ***data line.
When I asked to raise this as a dispute with the agent in question (Claire), she refused to hear me out, she just went ahead and forwarded through the attached response.
Your assistance in resolving this ongoing back and forth communication (and now apportioning blame and liability to me unfairly scenario) will be appreciated.
Yours faithfully
Silas Pillay ( *** )
As a long standing Vodacom client with three current contracts, I have raised my cancellation concerns with several customer care agents repeatedly for several months now. To name but a few : Ayanda Mthethwa, Zandile Motolo, Noluthando, Claire etc ..
After expressing my desire to expedite a contract cancellation since February when my contract expired, I was led to believe that the said agents would revert with a deal match ( for which I cited the 2 cellular phone deals that I was interested in : iPhone 13 Promax 512 Gigs at R949 per month over 36 months and/ or the Samsung Galaxy Z Fold 3 256 Gig ( AT R899 over 36 months ).
With numerous promises that an escalations manager (Nomthandazo Gumede) would call me back ( up to the last Friday 13th May ) but to no avail. I insisted on a reference number from the last service agent Andile on Friday since I suspected that Ms Nomthandazo may well not make contact again (and that I was therefore requesting a contract cancellation if the deal match alluded to over 3 months or so was not forthcoming).
After another 2 long calls to the customer helpline today, and attempting to make contact with Nomthandazo who I was told had been sent a mail with a note to contact me regarding my case ( Reference number REQ *** ), I had no alternative but to request the long asked for contract cancellation (for a R200 a month for 20 Gigs data contract on cell number ***that I was repeatedly billed for since the contract expired being led to believe that a deal match will be expedited sometime soon ).
I find it highly frustrating and unfair to me as a consumer that I was abruptly told by the service agent ( Claire ) today that I would have to forcibly be liable for yet another month of the contract charge ( since the 15 May had passed) Yet if you investigate the recorded calls & review the escalation notes on your system REQ *** which I made on the 13th May that if Nomthandazo doesn’t get back to me, then I distinctly requested a contract cancellation on this ***data line.
When I asked to raise this as a dispute with the agent in question (Claire), she refused to hear me out, she just went ahead and forwarded through the attached response.
Your assistance in resolving this ongoing back and forth communication (and now apportioning blame and liability to me unfairly scenario) will be appreciated.
Yours faithfully
Silas Pillay ( *** )
's update16 May 2022, 20:06
Reviewer Update
Dear Sir / Madam
As a long standing Vodacom client with three current contracts, I have raised my cancellation concerns with several customer care agents repeatedly for several months now. To name but a few : Ayanda Mthethwa, Zandile Motolo, Noluthando, Claire etc ..
After expressing my desire to expedite a contract cancellation since February when my contract expired, I was led to believe that the said agents would revert with a deal match ( for which I cited the 2 cellular phone deals that I was interested in : iPhone 13 Promax 512 Gigs at R949 per month over 36 months and/ or the Samsung Galaxy Z Fold 3 256 Gig ( AT R899 over 36 months ).
With numerous promises that an escalations manager (Nomthandazo Gumede) would call me back ( up to the last Friday 13th May ) but to no avail. I insisted on a reference number from the last service agent Andile on Friday since I suspected that Ms Nomthandazo may well not make contact again (and that I was therefore requesting a contract cancellation if the deal match alluded to over 3 months or so was not forthcoming).
After another 2 long calls to the customer helpline today, and attempting to make contact with Nomthandazo who I was told had been sent a mail with a note to contact me regarding my case ( Reference number REQ *** ), I had no alternative but to request the long asked for contract cancellation (for a R200 a month for 20 Gigs data contract on cell number ***that I was repeatedly billed for since the contract expired being led to believe that a deal match will be expedited sometime soon ).
I find it highly frustrating and unfair to me as a consumer that I was abruptly told by the service agent ( Claire ) today that I would have to forcibly be liable for yet another month of the contract charge ( since the 15 May had passed) Yet if you investigate the recorded calls & review the escalation notes on your system REQ *** which I made on the 13th May that if Nomthandazo doesn’t get back to me, then I distinctly requested a contract cancellation on this ***data line.
When I asked to raise this as a dispute with the agent in question (Claire), she refused to hear me out, she just went ahead and forwarded through the attached response.
Your assistance in resolving this ongoing back and forth communication (and now apportioning blame and liability to me unfairly scenario) will be appreciated.
Yours faithfully
Silas Pillay ( *** )
As a long standing Vodacom client with three current contracts, I have raised my cancellation concerns with several customer care agents repeatedly for several months now. To name but a few : Ayanda Mthethwa, Zandile Motolo, Noluthando, Claire etc ..
After expressing my desire to expedite a contract cancellation since February when my contract expired, I was led to believe that the said agents would revert with a deal match ( for which I cited the 2 cellular phone deals that I was interested in : iPhone 13 Promax 512 Gigs at R949 per month over 36 months and/ or the Samsung Galaxy Z Fold 3 256 Gig ( AT R899 over 36 months ).
With numerous promises that an escalations manager (Nomthandazo Gumede) would call me back ( up to the last Friday 13th May ) but to no avail. I insisted on a reference number from the last service agent Andile on Friday since I suspected that Ms Nomthandazo may well not make contact again (and that I was therefore requesting a contract cancellation if the deal match alluded to over 3 months or so was not forthcoming).
After another 2 long calls to the customer helpline today, and attempting to make contact with Nomthandazo who I was told had been sent a mail with a note to contact me regarding my case ( Reference number REQ *** ), I had no alternative but to request the long asked for contract cancellation (for a R200 a month for 20 Gigs data contract on cell number ***that I was repeatedly billed for since the contract expired being led to believe that a deal match will be expedited sometime soon ).
I find it highly frustrating and unfair to me as a consumer that I was abruptly told by the service agent ( Claire ) today that I would have to forcibly be liable for yet another month of the contract charge ( since the 15 May had passed) Yet if you investigate the recorded calls & review the escalation notes on your system REQ *** which I made on the 13th May that if Nomthandazo doesn’t get back to me, then I distinctly requested a contract cancellation on this ***data line.
When I asked to raise this as a dispute with the agent in question (Claire), she refused to hear me out, she just went ahead and forwarded through the attached response.
Your assistance in resolving this ongoing back and forth communication (and now apportioning blame and liability to me unfairly scenario) will be appreciated.
Yours faithfully
Silas Pillay ( *** )