NS
Ncumisa S
1 reviews | Active since Apr 2013
31 Dec 2023, 12:16
Poor customer service by Vodacom WiFi!
I have experienced the worst experience and poor customer service from Vodacom in respect of WiFi. I logged a request on 09 November 2023 for the relocation of the WiFi services to my new premises. Until today nothing has been done by Vodacom. I still do not have WIFI. I have been paying for the WiFi service even though I have no WiFi, I have been calling the call centre countless times and they still don’t have any feedback nor can they provide any status on the installation of the WiFI to the new premises. Mind you Vodacom doesn’t even have the audacity to call and give you feedback. I am the one that must call to only be told there is no feedback.
It’s really disappointing to get such poor service from Vodacom. It’s really unfair that they continue to deduct my account for a service they haven’t delivered.
Helpful (0)
Replies (2)0
Replies (2)
Vodacom's replyOfficial
31 Dec 2023, 15:57Dear 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
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 reply31 Dec 2023, 15:57
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
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
NS
Ncumisa S's updateReviewer Update
09 Jan 2024, 09:22The consultant made contact and indicated that the WIFI service will be sorted in at least two days. That was on the Wednesday 3 January 2024. I submitted the ONT details on the 04 January 2024 as requested by the consultant. Yesterday 08 January 2024 they informed me that they were busy with remote relocation and they will inform me once the process is done.
I called the call centre this morning and to be told by another consultant that I should have received a new router as the current router has been deactivated and she will escalate to the project manager. I have been calling the call centre and each time I get a different response and informed of escalation to project managers so the issue can be sorted. Till this date it is not sorted. Honestly can’t take three months to relocate WiFI! It is rather disappointing that a company like Vodacom doesn’t have processes / systems in place to resolve customer queries .But they are so quick to debit customer accounts for services not rendered. What type of Mickey Mouse business is Vodacom running??
. Furthermore I am highly inconvenienced by this as I run my business from home now I must incur additional costs for connectivity as well as the costs incurred to make calls to the call centre that never gives you feedback and each time you must explain the story to the different consultants and you get a different story!
I am defeated, disappointed to say the least!
I called the call centre this morning and to be told by another consultant that I should have received a new router as the current router has been deactivated and she will escalate to the project manager. I have been calling the call centre and each time I get a different response and informed of escalation to project managers so the issue can be sorted. Till this date it is not sorted. Honestly can’t take three months to relocate WiFI! It is rather disappointing that a company like Vodacom doesn’t have processes / systems in place to resolve customer queries .But they are so quick to debit customer accounts for services not rendered. What type of Mickey Mouse business is Vodacom running??
. Furthermore I am highly inconvenienced by this as I run my business from home now I must incur additional costs for connectivity as well as the costs incurred to make calls to the call centre that never gives you feedback and each time you must explain the story to the different consultants and you get a different story!
I am defeated, disappointed to say the least!
NS
Ncumisa S's update09 Jan 2024, 09:22
Reviewer Update
The consultant made contact and indicated that the WIFI service will be sorted in at least two days. That was on the Wednesday 3 January 2024. I submitted the ONT details on the 04 January 2024 as requested by the consultant. Yesterday 08 January 2024 they informed me that they were busy with remote relocation and they will inform me once the process is done.
I called the call centre this morning and to be told by another consultant that I should have received a new router as the current router has been deactivated and she will escalate to the project manager. I have been calling the call centre and each time I get a different response and informed of escalation to project managers so the issue can be sorted. Till this date it is not sorted. Honestly can’t take three months to relocate WiFI! It is rather disappointing that a company like Vodacom doesn’t have processes / systems in place to resolve customer queries .But they are so quick to debit customer accounts for services not rendered. What type of Mickey Mouse business is Vodacom running??
. Furthermore I am highly inconvenienced by this as I run my business from home now I must incur additional costs for connectivity as well as the costs incurred to make calls to the call centre that never gives you feedback and each time you must explain the story to the different consultants and you get a different story!
I am defeated, disappointed to say the least!
I called the call centre this morning and to be told by another consultant that I should have received a new router as the current router has been deactivated and she will escalate to the project manager. I have been calling the call centre and each time I get a different response and informed of escalation to project managers so the issue can be sorted. Till this date it is not sorted. Honestly can’t take three months to relocate WiFI! It is rather disappointing that a company like Vodacom doesn’t have processes / systems in place to resolve customer queries .But they are so quick to debit customer accounts for services not rendered. What type of Mickey Mouse business is Vodacom running??
. Furthermore I am highly inconvenienced by this as I run my business from home now I must incur additional costs for connectivity as well as the costs incurred to make calls to the call centre that never gives you feedback and each time you must explain the story to the different consultants and you get a different story!
I am defeated, disappointed to say the least!