1 reviews | Active since Feb 2022
Pathetic Vodacom account service
8 February 2022 I realized Vodacom did not debit my bank account for my contract with them ending January 2023. I checked on my bank statements that for the last 6 months (as far as my banking app aloud me) no amount from Vodacom was debited although I have been receiving my monthly invoices for each month with the installment amount due as per usual. No outstanding amount or anything on the invoice with regards to my account being in arrears. I went directly to my nearest Vodacom branch, Vodacom Cape Gate, only to be informed that the store manager will not be able to assist me. All account related queries must be dealt with by phoning the accounts department on ***. The consultant informed me that on the system it showed "Removed debit order" from May 2021 - 9 months my account have been in arrears with NO communication from Vodacom informing me of this. In fact, August 2021, Vodacom phoned me with the option to upgrade my contract, which I agreed to - with an account already 3 months in arrears by then - how nice of Vodacom. So this consultant told me that I need to settle the outstanding amount, or my number will be suspended and that I had two months to settle it. An arrangement I was not happy with until I could speak to a Manager / supervisor. She told me that she is working from home, and that she will request her supervisor, Zandile, to contact me. I requested that Zandile call be back before end of business the same day. Zandile did not phone me. 8:00 today, 9 February 2022, I noticed my number has been blocked. I phoned *** again, in fact, a few times the morning. Speaking to Sibulele Msho, Thabelo and Promise. With attempts in between were as soon as the consultant answers the call, the line just drops. All adding to my frustration. All promising me that Zandile will phone me back in the next 2 hours and that they can not give me a direct number. I just have to wait for her call. 14:00 I phoned the branch at Cape gate again explaining my situation again and if no one can assist me or put me in contact with someone that could. Only to be informed that my number have been given up to the legal department and that my only option is to phone them on *** and that I should be able to phone on my newly suspended vodacom number. Which was not the case. I phoned from my work landline, Maureen answered. With the same answer, that she understands my predicament but she can also just request a call back from her supervisor. She also informed me that I need to settle the amount, or my number will be deleted. No one called me back. With a suspended phone number, no support from Vodacom to rectify their problem or give me answers, and not wanting to lose my only primary number, I made an arrangement to get the funds and pay the outstanding amount on the Vodacom4You app with the Pay with card option while on a WiFi connection as my line have been suspended. After numerous tries, each time with a technical difficulties error message. With the option to report the error, only to receive an email to ensure you have the latest version of the app downloaded etc. No other form or indication of how payment can be made. From 16:30 I phoned *** again, each time with an automated message saying that the number you have dialed, does not exist. The same number I have been phoning all day! I phoned 082 135 from my husbands phone, asking for banking details to make an EFT payment and were to I can email the POP, which I have done now this afternoon. What pathetic service, or the lack thereof. I am not happy to have settled the outstanding amount, purely because of a fault on Vodacom's side and them not bothering to notify me that they have stopped my debit order. It did not even take Vodacom 24 hours after I informed them of this, to suspend my number, give me up to the legal department, all while I am waiting for a Vodacom account manager to call me back. I am hoping that my number will quickly be un-suspended and that SOMEONE will phone me back early tomorrow to take this further.
09:34 I send my bank statement reflecting payment. 10:45 my number was unblocked.
09:50 Lelato, a Accounts Manager phoned me. The first time a manager bothered to act on the MANY call back requests that was logged with consultants. Unfortunately, Lelato, was not helpfull at all. She told me that in May 2021 when my debit order was stopped, I received an sms with two options to click on: 1) Stop debit order 2) Continue debit order. I do not recall receiving such an sms. That was why my debit order was stopped according to her. When I explained her my dissatisfaction, she told me if I want to stop my contract, I should phone the cancellations department. While I was still speaking, she just transferred me to the customer care department. Not the treatment I expected from a manager after waiting so long to speak to one.
My question is, Vodacom, if it was the case that the power was given to me, a customer, via a sms to stop my debit order for a 24 month contract. While Vodacom did not bother to inform me that my account is in arrears or trying to get the money from me, still receiving the service, only after I bring it under your attention, you block my number and give me up to the legal department over night. How many Vodacom customers is out there who stopped their debit order via this sms option, without Vodacom even knowing they are not paying? If I kept quite, I would not have been put in this predicament.
Accounts department, why do you not send a statement with the monthly invoices each month, reflecting the outstanding payments?
12:00 Mangaka called me back as promised. She explained to me that when your debit order bounce for three times, that sms is sent. Never in my life did I not have money in my account for a debit order.
Vodacom, I request that a manager - not Lelato. Her managers, managers, manager call me. I want answers. I want to cancel my contract with NO penalties. I want my number to be on prepaid from 1 March 2022 in order for me to port it to another service provider. I want the total arrears amount to be paid back to me. Money that I had to borrow. Money that was in my account each month for you to take, before I buy the rest of my monthly necessities. I situation that your incompetence have put me in.
I will not phone customer care or cancellations as they will just tell me they will have to request a call back from a manager. Something that does not happen.
After over 10 years of being a loyal Vodacom customer, you have lost me as a customer for life and I will NEVER recommend you to anyone ever again.
09:34 I send my bank statement reflecting payment. 10:45 my number was unblocked.
09:50 Lelato, a Accounts Manager phoned me. The first time a manager bothered to act on the MANY call back requests that was logged with consultants. Unfortunately, Lelato, was not helpfull at all. She told me that in May 2021 when my debit order was stopped, I received an sms with two options to click on: 1) Stop debit order 2) Continue debit order. I do not recall receiving such an sms. That was why my debit order was stopped according to her. When I explained her my dissatisfaction, she told me if I want to stop my contract, I should phone the cancellations department. While I was still speaking, she just transferred me to the customer care department. Not the treatment I expected from a manager after waiting so long to speak to one.
My question is, Vodacom, if it was the case that the power was given to me, a customer, via a sms to stop my debit order for a 24 month contract. While Vodacom did not bother to inform me that my account is in arrears or trying to get the money from me, still receiving the service, only after I bring it under your attention, you block my number and give me up to the legal department over night. How many Vodacom customers is out there who stopped their debit order via this sms option, without Vodacom even knowing they are not paying? If I kept quite, I would not have been put in this predicament.
Accounts department, why do you not send a statement with the monthly invoices each month, reflecting the outstanding payments?
12:00 Mangaka called me back as promised. She explained to me that when your debit order bounce for three times, that sms is sent. Never in my life did I not have money in my account for a debit order.
Vodacom, I request that a manager - not Lelato. Her managers, managers, manager call me. I want answers. I want to cancel my contract with NO penalties. I want my number to be on prepaid from 1 March 2022 in order for me to port it to another service provider. I want the total arrears amount to be paid back to me. Money that I had to borrow. Money that was in my account each month for you to take, before I buy the rest of my monthly necessities. I situation that your incompetence have put me in.
I will not phone customer care or cancellations as they will just tell me they will have to request a call back from a manager. Something that does not happen.
After over 10 years of being a loyal Vodacom customer, you have lost me as a customer for life and I will NEVER recommend you to anyone ever again.
Two working days have passed and no feedback what so ever! Pathetic!
Two working days have passed and no feedback what so ever! Pathetic!