ONLINE UPGRADE - Do not do this ever !!!!!

To who ever reads this post please see the circus below. We have phoned in several times and have gone to the Shop at Somerset Mall, they say their hands are cut off as it was a online upgrade. They dont phone in for you and try in resolve it, you have to phone in, where you get transfered from one department to the next, only to be cut off when you get to the right department, as they dont know how to resolve their mistake.

Vodacom Online Admin Department Ticket details are below:

This has still not been resolved. What a joke as you can see they have closed it 17 days ago.

This ticket has been Closed since 17 days 0 hours Reply

#16 ********** 316194

G Gerrie Germishuys, reported 24 days ago Cc: ********** To whom it may concern:

We upgraded this account online on the 24 Jul 2017, we received the sms pin on this number to confirm the upgrade. We received the phone last week and since then we have had a lot of problems. Firstly there was no sim swop done, your Vodacom shops wont help us as we did the upgrade online. After numerous call, because no one could help us and it took more than an hour online for someone to figure out that there was no sim swop done. It then only took 3 hours and the phone was working and they said the new contract would start working the 01 Aug 2017, this is the contract we upgraded to and this is a screenprint of the email we received.

Inline image 1

Today my wife tried to phone and there where no minutes or data available, we asked my daugter to log in, and she says it looks like te wrong contract was upgraded, as I have 500MB data and 196 min and my wife has none. I asked my daughter to phone in and after trying to get to the correct person we have again spent more than a half hour on the phone only to get to the online upgrades department to be told they will escalate it to their teamleader who will then contact us or send it to the admin department as this is not an sales/upgrade issue but an admin problem and they have been getting several of these calls since the beginning of the month.

Can someone please assist as my phone wasn't due for an upgrade till next year.

Please cc my daughter in all your replies as I dont always get my email.

Thanking you in advance for your urgent attention to my problem.

Kind regards

WA Germishuys

********** 323

G Gerrie Germishuys, said 21 days ago

Hi, please see email below, we havent received a reply from you yet.

Thank you

Inline image 1

T Tracy Latchanna, said 21 days ago Cc: ********** **********

Hi Gerrie Germishuys,

Ticket: https://vadminlikeminds.freshdesk.com/helpdesk/tickets/16333

Kindly be advised the issue has been escalated to back office to rectify.

Kind Regards,

Tracy

G Gerrie Germishuys, said 20 days ago

Hi Tracy,

My father just spoke to me regarding a phone call he received from one of your guys, He says you now want to collect my moms phone because of the mistake on the upgrade, can you please advise, as we dont understand why you can not just rectify the problem. She also said that the system caused the wrong phone to be upgraded but how is that possible when the sms for the upgrade pin went to the correct number.

Please advise as they are sending someone to collect the phone, and how will this then solve the problem. Will my dad then be on my moms contract. please answer this email as soon as possible as we want to know what is happening before you collect the phone.

I tried to log in to the ticket but it doesn't work.

Thank you

Anel Kriegler

G Gerrie Germishuys, said 20 days ago

Can you please answer the above mail as soon as possible - they did not say when they will be picking up the phone, and we wont give the phone without an aswer as to what you will be doing on the contract? And please send the the invoice for August as soon as possible, I would like to see how this issue was billed.

Kind Regards

WA Germishuys

T Tracy Latchanna, said 20 days ago

Hi Gerrie Germishuys,

Ticket: https://vadminlikeminds.freshdesk.com/helpdesk/tickets/16333

Kindly be advised back office will be arranging collection and assisting with your query.

Kind Regards,

Tracy

G Gerrie Germishuys, said 20 days ago

Hi Tracy can you please ask back office to phone me as soon as possible, we dont understand what you are doing, my number is ********** 833, they cant be arranging collection as we dont know what is going on.

Kind Regards

Anel

G Gerrie Germishuys, said 20 days ago

I have now tried to phone in to speak to anybody but they cant put calls through to back office, how do I get to speak to someone regarding this ticket.

T Tracy Latchanna, said 20 days ago

Hi Gerrie Germishuys,

Ticket: https://vadminlikeminds.freshdesk.com/helpdesk/tickets/16333

I have sent a request to back office to contact you.

Kind Regards,

Tracy

G Gerrie Germishuys, said 20 days ago

Ok I have just spoken to Hlopifile in the online upgrade department. She has explained after I have been transfered from one department to the next for over an hour that Vodacom have to pick up the device so that you can cancel the whole upgrade and put everything back to the way it was and there will be no extra cost involved for my fathers acccount and then you will do the correct upgrade and deliver the phone back to my father. If this is correct you can pick up the phone. Please confirm how long this process will take and how long my mother wil be without a phone.

Thanking you in advance.

Anel Kriegler

********** 833

T Tracy Latchanna, said 20 days ago

Hi Gerrie Germishuys,

Ticket: https://vadminlikeminds.freshdesk.com/helpdesk/tickets/16333

As stated earlier back office is working with this escalation and not vadmin. They will be in contact with the account holder this week.

Kind Regards,

Tracy

G Gerrie Germishuys, said 17 days ago

Hi Tracy no one has contacted me yet, can you please get me and answer on the question above on email preverably.

Thanks

T Tracy Latchanna, said 17 days ago

Hi Gerrie Germishuys,

Ticket: https://vadminlikeminds.freshdesk.com/helpdesk/tickets/16333

Back office has arrange for collection. Please see below pick up number.

V2P **********

Kind Regards,

Tracy

G Gerrie Germishuys, said about 24 hours ago

I dont understand what is going on on my account? Vodacom has now collected my wife's phone, and as far as I understood, they would have taken the phone in and and cancelled the wrong upgrade done on my nr, and do the correct upgrade and then send her a new phone.

It has been more than a month now that my wife is without a phone and I am being billed for nothing.

Can someone please resolve this issue.

Put my account back to the way it was and send my wife the phone with the contract stipulated in the above mail.

Thanking you in advance.

Kind regards

Willem Andries Germishuys

********** 323

T Tracy Latchanna, said about 22 hours ago

Hi Gerrie Germishuys,

My sincere apologies for any inconvenience caused. I have advised back office that your issue has not been resolved. They will contact you to assist further.

Kind Regards,

Tracy

G Gerrie Germishuys, said 5 minutes ago

my father is sitting at vodacom shop in Somerset Mall, trying to sort this out. they say they cant help him - how is this possible?