VM
Verina M
1 reviews | Active since Jan 2017
03 Nov 2020, 07:46
Overcharged without reason!
On 19 September i upgraded my contract and device, thinking this was a simple upgrade. now almost 2 months later i find out that i am still paying for my old device. A debit order of 1900+ for the months October and November (1st). Upon calling this morning an agent named Mthanga goes on to tell me that my old device has not yet reached 24 months. Meaning that 24 months was only on 7 October therefore the debit order for 1 November includes the handset amount. For me to even get this information was an uphill battle. The agent firstly was unhelpful, secondly closed the system on her side and could not see the actual date of expiry on the old device. (i was told 7 Oct then 10 Oct), thirdly extremely rude, and displayed no signs of customer experience. I proceeded to ask what is the debit order amount for Dec and was told it would be 1300+. which is what i have been expecting since October. Also when i upgraded at the Westwood Mall store in Durban, the consultant told me that there is no residual amount on the old device, yet there was. Clearly the billing and the entire front end and i suspect backend systems dont talk to each other, or there is complete disparity. In a world that is riddled with a pandemic were is the human side from Vodacom. With all the media showcases you have displayed around being customer centric it is not filtering your organisation, clearly evidenced by my experience today. Furthermore i have been a loyal customer for many years and have not moved networks, but today is the first day I am completely fed up and want to change to a more caring, value adding network. To be overcharged and no proper explanation is unsatisfactory service. I would like a valid response in this regard as i am beyond frustrated with this level of service and disappointed in Vodacom!
Helpful (0)
Replies (6)0
Replies (6)
Vodacom's replyOfficial
03 Nov 2020, 09:12 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
Best regards,
Vodacom's reply03 Nov 2020, 09:12
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
Best regards,
Vodacom's replyOfficial
03 Nov 2020, 10:33Dear Customer,
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation.
Our records indicate that you have been in contact with our call centre. Based on the feedback provided, the consultant advised that you were still liable to pay for the previous handset instalment hence the increase in invoice.
We apologize for the inconvenience and the service experienced.
Regards,
Vodacom Consumer Website Team
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation.
Our records indicate that you have been in contact with our call centre. Based on the feedback provided, the consultant advised that you were still liable to pay for the previous handset instalment hence the increase in invoice.
We apologize for the inconvenience and the service experienced.
Regards,
Vodacom Consumer Website Team
Best regards,
Vodacom's reply03 Nov 2020, 10:33
Official
Dear Customer,
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation.
Our records indicate that you have been in contact with our call centre. Based on the feedback provided, the consultant advised that you were still liable to pay for the previous handset instalment hence the increase in invoice.
We apologize for the inconvenience and the service experienced.
Regards,
Vodacom Consumer Website Team
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation.
Our records indicate that you have been in contact with our call centre. Based on the feedback provided, the consultant advised that you were still liable to pay for the previous handset instalment hence the increase in invoice.
We apologize for the inconvenience and the service experienced.
Regards,
Vodacom Consumer Website Team
Best regards,
VM
Verina M's updateReviewer Update
04 Nov 2020, 11:07Good day, all you have done is repeat what the contact centre agent told me. Firstly, you need to explain to me why if my contract on my old device expired on the 7th Oct, why am i being charged full instead of pro-rata. Secondly, have you understood that i am paying for 2 devices, clearly your billing has not considered they proper proposition of the customer. Thirdly your response is basically telling me you spoke to your contact centre and have not thought about me as the customer at all. you reiterated the contact centre feedback but not one ounce of your feedback speaks to looking at my account, providing any detail as to why i am paying for 2 devices and you have totally ignored the fact that the instore consultant told me there will be no residual payment on the old device. Is this your business model? to be completely fragmented and out of touch with the customer. And lastly, not one person has even called to give me a proper answer. This is absolutely unsatisfactory, the customer is definitely not at the centre of your propositions! I am totally livid with this response. As a customer for many years, i think now i need to move on, because this is not the service i deserve nor expect!
VM
Verina M's update04 Nov 2020, 11:07
Reviewer Update
Good day, all you have done is repeat what the contact centre agent told me. Firstly, you need to explain to me why if my contract on my old device expired on the 7th Oct, why am i being charged full instead of pro-rata. Secondly, have you understood that i am paying for 2 devices, clearly your billing has not considered they proper proposition of the customer. Thirdly your response is basically telling me you spoke to your contact centre and have not thought about me as the customer at all. you reiterated the contact centre feedback but not one ounce of your feedback speaks to looking at my account, providing any detail as to why i am paying for 2 devices and you have totally ignored the fact that the instore consultant told me there will be no residual payment on the old device. Is this your business model? to be completely fragmented and out of touch with the customer. And lastly, not one person has even called to give me a proper answer. This is absolutely unsatisfactory, the customer is definitely not at the centre of your propositions! I am totally livid with this response. As a customer for many years, i think now i need to move on, because this is not the service i deserve nor expect!
VM
Verina M's updateReviewer Update
04 Nov 2020, 11:11This will be taken to the respective Vodacom leadership, as i am absolutely flabergasted at your response, and the fact that you have not put the customer first. Please live up to your company value proposition and focus areas, because this is not it!
VM
Verina M's update04 Nov 2020, 11:11
Reviewer Update
This will be taken to the respective Vodacom leadership, as i am absolutely flabergasted at your response, and the fact that you have not put the customer first. Please live up to your company value proposition and focus areas, because this is not it!
VM
Verina M's updateReviewer Update
04 Nov 2020, 18:07This is still not resolved, i have been thrown from pillar to post and everyone is saying the same thing. Futhermore when i requested my actual contract signed for my upgrade it clearly states 1 month amortised payment due for the old contract, which has been paid in the debit orders 1st Sep, 1st Oct and 1st Nov- which was an additional charge. Also i just cannot fathom this atrocious customer service and being told i need to go to the store and speak to the consultant and have them explain to me why when an upgrade is done there is always payment for 2 devices until the old device reaches 24 months expiry. Shocking! Lastly this is not my first upgrade with Vodacom i have done this numerous time prior to the contract reaching 24 months and this is the first time i am paying for 2 devices, so if all these queries and complaints of mine fall on deaf ears and no one can resolve this, then can someone please explain to me how to cancel this contract so i can walk away from this service. Also i understand cancelling implies there is premature cancellation fee for the device, however i will not accept paying for the contract package for the full term when i will not be using it. This is my final attempt at this, and if anything as a company please ensure you messaging in the media ties to practical application. Customer centricity and service is not words on a page it needs to be lived and app**** and practiced!
VM
Verina M's update04 Nov 2020, 18:07
Reviewer Update
This is still not resolved, i have been thrown from pillar to post and everyone is saying the same thing. Futhermore when i requested my actual contract signed for my upgrade it clearly states 1 month amortised payment due for the old contract, which has been paid in the debit orders 1st Sep, 1st Oct and 1st Nov- which was an additional charge. Also i just cannot fathom this atrocious customer service and being told i need to go to the store and speak to the consultant and have them explain to me why when an upgrade is done there is always payment for 2 devices until the old device reaches 24 months expiry. Shocking! Lastly this is not my first upgrade with Vodacom i have done this numerous time prior to the contract reaching 24 months and this is the first time i am paying for 2 devices, so if all these queries and complaints of mine fall on deaf ears and no one can resolve this, then can someone please explain to me how to cancel this contract so i can walk away from this service. Also i understand cancelling implies there is premature cancellation fee for the device, however i will not accept paying for the contract package for the full term when i will not be using it. This is my final attempt at this, and if anything as a company please ensure you messaging in the media ties to practical application. Customer centricity and service is not words on a page it needs to be lived and app**** and practiced!
VM
Verina M's updateReviewer Update
05 Nov 2020, 10:36Yet another call from Vodacom telling me that its their processes, there is nothing they can do about it. Me paying for 2 devices is basically a norm and that is how they operate. WOW- shocking customer service. Absolutely no compassion, and no resolution. Well done Vodacom on providing terrible customer service and phoning me with no purpose. Next step how do i walk away from this company as seamlessly as possible!
VM
Verina M's update05 Nov 2020, 10:36
Reviewer Update
Yet another call from Vodacom telling me that its their processes, there is nothing they can do about it. Me paying for 2 devices is basically a norm and that is how they operate. WOW- shocking customer service. Absolutely no compassion, and no resolution. Well done Vodacom on providing terrible customer service and phoning me with no purpose. Next step how do i walk away from this company as seamlessly as possible!