Hellopeter
Share Your Experience
MM
Mapula M

1 reviews | Active since Mar 2015

06 Sept 2018, 12:53

Poor Service by Vodacom...3-5 days to open a contract

Poor Service. I went to Game in Illanga Mall, Nelspruit to take up a new contract. To my suprise the application was approved with " some comments" meaning that I dont qualify for the said contract I want but for a lower one. I called ********** and questioned this.

I was told by Mpho that the team at Game Illanga need to escalate to the Vodacom "back office" to increase my "portfolio limit".

The team called Vodacom back office and was told that I need to call ********** .

I called ********** at and spoke to le-Anne/Leanne who advised me that apparently my contract has a balance of R166.49 overdue.

I told her that it was impossible as this was a contract and money was debited directly from my account by Vodacom.

I asked jer that she tell me theyesterday breakdown for the debt and she said she cant all sje can do is request for thethe detailed invoice to be sent to me.

My questions to Vodacom.... 1. how do you go about collecting your funds from your customers. My previous contract ended and I opted to prepaid without issues, I get to find out now that I owe you. Seriously???? 2. How do you wait for a customer to make applications and drop the boom. What does this say about your values and customer service?

I am on the third day of the running around and I indicated to the Vodacom team that the special at Game ends today 060918 and no one is even bothered by the sense of urgency of this application and just leave things to go theto slow system process way no need for escalations etc., people are just ok with loosing their pies to competitors.

The way I see things, Vodacom needs to teach its employees more about Deep Customer Obsession and what it means to loose one customers......people needs to have commercial mind sets regardless of the position they occupy especially in this volatile competetive market.

I guess I will be one of those minor customers that just falls through Vodacom to service providers like Telkom.

I have always been a loyal customer of Vodacom and never had issues but this experience makes me think otherwise.

An un-happy Vodacom Customer!

0
Replies (3)
Vodacom
Vodacom's reply06 Sept 2018, 13:25
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

Vodacom
Vodacom's reply11 Sept 2018, 18:32
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.

As per discussion, query has now been Resolved

Regards

Consumer Website Team(SA)

MM
Mapula M's update13 Sept 2018, 11:26
Reviewer Update
Thanks Ashwin, Thandeka & Lebo for trying to help me, I really appreciate your efforts. I am still frustrated, so I get the message that my application has been approved and I go to the supplier where I made the application, guess what as I have indicated on my complaint the deal that I was interested in expired. So the store advised that I must re-apply as the “broadsheet number approved” is no longer valid. We did the application and surprise surprise, the application status went to “referring” and the Mandla at the store advised me to leave the documents as he will try and contact Vodacom to resolve this matter and he called me around 4pm on 12.09.2018 advising that he is still trying to resolve the matter and not winning. I called Vodacom Account department and advised them about the situation and guess what, Nunu advised that she will “raise a query” to escalate this matter and she advised the turn around time as 7 working days. So I am back to the same situation as I was on 06 September 2018. What this means is that Vodacom will sit with my application for 7 days and after the after approved and AGAIN I would have missed the store’s broadsheet time frame and will have to do the third application. Lebo from Vodacom kindly called me yesterday around 4:30pm to try and find out if I have been sorted and I advised her no I wasn’t and she advised that she will follow up with me today (130918). I must say, if everyone in Vodacom was operating the way Thandeka and Lebo do of understanding what it means to deliver what matters to the customer there wont be as much complains about Vodacom as they are now. I received a call from Mandla from Game at 10:54 today (130918) advising me that sadly my application is now seating on error and he is still struggling to get hold of Vodacom and advised that he is trying still. So upon receiving Mandla’s call whom is trying so hard to assist (Game is lucky to have such kind of employee calibers, its rare to find) I called Vodacom Account Department ( ********** ) and then baam…..after completing my cellphone number I get the message “Sorry you have exceeded your monthly access limit to our call centre, please call ********** where cost will be incurred or contact us via ********** or try calling us on/after 2nd of the following month i.e. 2nd October 2018” Like seriously!!! I didn’t know that there a limit to Customer Care lines especially if the service is sooooo bad. Vodacom is a big company, surely it can do better than this!