Poor Customer Service

My wife has been blocked from any network now for 4 days already and no assistance has been received from Vodacom.

She went to Vodacom on the 2nd January 2020 to transfer her contract that was on her father’s name to hers. After a while, they have succeeded in doing so, or so she thought. After leaving the store, she received an SMS saying that her balance has been exceeded and her account has been locked and then suddenly she couldn't use her phone as her connection has been blocked.

She went back to Vodacom and also waited again in the queue just for them to log a service request without explaining the reason why it has happened.

This has caused that she couldn't use her phone the entire day until she went back to them on the following day. After waiting for about half an hour, the consultant explained to her that the R150.00 that they charge for the transfer, was credited onto her account and I she doesn't have the limit to cover that. He also said that it happens a lot. (She wanted to pay cash or with a card, however they refused and said it needs to be on her account). The consultant then called customer service and gave the phone to her to hold until someone was willing to assist. The first call, where we were already on hold for about 10 minutes, someone just dropped the line. The next attempt, we were on the phone for almost 30 minutes before someone was able to assist. The telephone consultant kept placing her on hold since she couldn't manage the system on her side to identify all my wife's information and security questions. Finally, the telephone consultant lifted the lock and the consultant told my wife that everything was now sorted. On Friday evening she received the same SMS and her connection was again blocked. Imagine our frustration.

She then called customer care herself on another phone since hers didn't work and the telephone consultant told her that all she can do is to lift the lock again until someone increases the credit limit.

My wife was on the road on Saturday and as you can understand, if something happens along the road, she can't be in touch with anyone. So on Saturday night, she received the same SMS now for the third time. Her account is now still blocked for more than 4 days.

How pathetic of Vodacom to classify themselves as number 1 cell phone network, yet they still cannot sort out an issue that "happens a lot". Also, NO effort has been made from their side to assist us and she is still without a working cell phone 4 days later. She can only use her phone over Wifi.

Very disappointed. I would not recommend Vodacom to anyone. Their "Customer Service" is appalling.