Our problem but you have to fix it

Dear Hellopeter,

It truly sads me to launch a complaint against Vodacom, but I do feel a bit like I have no choice.I have never considered using a different mobile service and to be honest I still don’t. I like Vodacom, but I would like Vodacom to give assistance in this matter.

First off I need to say that I have never not pay nor ever been late with my debit order at Vodacom. But since the 30th of June 2019 every evening around 18h30 they cut my cellphone service on both my phone and wifi. When I phone in most of the people are very helpful, explaining they can see I did pay my account and that the fault has to be on their side. You get your helpful people trying to figure out what is wrong, which is nice and horrible at the same time as they never figure it out but yet it takes 30 plus minutes of my time. Other times you get your nice people just checking and seeing that all is paid and unlocking it and then you get people after 2 weeks of hearing its not my fault and calmly phoning in every night to fix their problem and I do feel I had a lot of patience in this matter. As I am 35 weeks pregnant and when they cut my line, I have no source of phoning out if something happened and my husband works late some days. After 2 weeks getting a person like Zodwa, spelling her name for me and demanding that I owe Vodacom money and unless I will not pay immediately she will refuse to unlock my phone. She had an argument with both me and my husband as we try to explain to her, this is not our fault. Up to the end where I told my husband get her name and put the phone down. Needless to say we phone back and someone else helped us immediately. I do want to thank all Vodacom staff that has helped us so kindly and I do want to report Zodwa, not only for not helping, but the way she talked to us was not acceptable at all. I do encourage Vodacom to pull up all the conversations as they do record. The one with Zodwa will be Friday the 12th of July 2019.

First I haven’t taken a new contract recently nor have I upgraded, in fact I have ended my one contract making my credit less than previous months.

Now every night I get a message Your credit Limit bar has been activated. Then I phone and unlock it, receiving the message Unlock process started for all lines linked to the account. On the 7th someone sent my request in to the Solution Experts and also on the 14th REF NR *** REF NR ***

Although most evening runs pretty smoothly I do feel it is a bit unfair that for the past 17 nights I have to phone in to fix a problem that is not my problem and yet no one is doing anything. They say at the end of the month it will be fixed or if I pay my installment earlier. But I do feel as I have always been on time and I have always done my part, why is this my problem to fix. If I have done something, yes its my problem but how can they just throw up their hands and say its our problem but you must fix it.

I am hoping that this complaint will reach someone who can help me. I don’t have the energy to keep on phoning and hoping, especially since you never know who will answer and ruin your night cause they are not willing to help.

Please Vodacom, 17 days of patience’s and calmness…. Have mercy and fix this

Kind regards Kelly Buitendag