1 reviews | Active since Jul 2016
Porting / Change of Ownership
<p>In March this year i went to the walk in Vodacom Shop in Garden Route Mall, George to do a change of ownership.</p> <p>Since then everything just went bad, it took Vodacom 3 months to complete the change of ownership and along the way managed to enter a completely different first name on my account.</p> <p> </p> <p><br />While waiting for the change of ownership, i could not upgrade my account, there was a very urgent requirement that i upgrade my account from a mere R120 topup to a unlimited contract, but to achieve that i had to wait for the change of ownership. </p> <p> </p> <p><br />I then decided to rather join another service provider and signed up with Cell C and opted for the buyout deal, everyhting was approved, completed and delivered within 5 working days, but only one problem exist, Vodacom is declining the port request to Cell C.</p> <p> </p> <p><br />Now 3 weeks later after the first port request was declined i am still fighting Vodacom, i have flyed to Johannesburg, went to Vodacom in Midrand, stayed over one night because they asked me to give them some time to the next day, but event that proved to be fruitless.</p> <p> </p> <p><br />The problem is that none of the staff at Vodacom seem to be aware that they are using 2 different computer systems which is supposed to be operated parallel to each other.</p> <p>On their old/current system all the old account owner details is visible and on the new system it's my details with the incorrect first name with a new account number.</p> <p> </p> <p><br />The porting department checks the old system for the details when they receive a port request and then decline the request. </p> <p> </p> <p><br />In the meantime i, the customer, seem to be aware of what exactly is going on inside of Vodacom, but none of the employees does, furthermore nobody at Vodacom seem to understand my urgency on this matter.</p> <p> </p> <p><br />Vodacom even managed to not debit my bank account this month after the change of ownership was completed, everything is just getting messed up more and the funny thing is, nobody is able to help.</p> <p> </p> <p><br />I tried 2 days in a row now to get in touch with a person not actually working at department level, but at senior level, but no, like in no success, the lady at the switchboard just put you back to the call centre.</p> <p> </p> <p><br />All i would like to achieve is Vodacom to give me a person along with a contact number, that i can contact, inform them that Cell C will be requesting the port out and then to not decline it again beacause of their internal issues.</p> <p> </p> <p><br />Furthermore all i want to do is stop buying airtime, this is costing me more in topup's than what i would have had wit Cell C.</p>
Now this is Murphy's law, 29 hours after i sent an email to ********** they only reply with a notification that they will investigate this issue.
Dear Fritz
Thank you for taking the time to contact our office with your concerns. We hope that this email finds you well.
Kindly be advise the matter will be investigated and feedback will be provided.
We trust that the above is on order
Regards
Sheryl Moodley
ECLO
Now this is Murphy's law, 29 hours after i sent an email to ********** they only reply with a notification that they will investigate this issue.
Dear Fritz
Thank you for taking the time to contact our office with your concerns. We hope that this email finds you well.
Kindly be advise the matter will be investigated and feedback will be provided.
We trust that the above is on order
Regards
Sheryl Moodley
ECLO
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
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
I am sorry to say that this is unbelievable, how long can it take to fix my freakin name, and how long can it take to just under all this messed up circumstances at Vodacom get a single person to just approve my request to move my business away. That's all i want to do, get away from you.
Please see below latest email sent to the CEO address:
Good day Sheryl
I am following up on this issue as this is now getting to the point of absolute ridiculousness, just looking at the account numbers below and then also looking at the Vodacom Website it would seem that there is great, great confusion in Vodacom.
Mam I urge you to get my number ported out today still, Vodacom is putting me in a serious bad position with regards to me overspending on my phone bills because of negligence on Vodacom’s side.
Should I not get any satisfactory feedback by closure of business today, I will be forced to proceed with legal action against Vodacom to seek compensation not only for my excessive phone expenses, but also for all the suffering and inconvenience suffered.
Please see below my Vodacom Portal account number, this is still reflecting as my Ex-Wife’s account number, this is really unacceptable.
Further take note that all correspondence will also be posted on Helopeter for public interest.
Kind Regards
Fritz Schlechter
**********+27 78 **********
www.iplan.global
From: ********** **********
Sent: Wednesday, 06 July 2016 9:54 AM
To: Fritz Schlechter ********** /> Subject: FW: EC-044K-2UHKUJ FW: FW: PORT REQUEST DECLINED
Dear Fritz
We hope that this email finds you well.
Please see below feedback from out Port team:
"Please be advised that we do not pick up any port out requests generated for ********** 351 (no Port ID).
The client must visit/contact the new network to submit the port request, the client must provide them with the account number (I ********** -5) and the account holder?s ID number ********** 125087.
We trust that the above is in order
Kind regards
Sheryl Moodley
ECLO
-----Original Message-----
From: ********** /> Sent: Tue Jul 5 15:41:27 GMT+0 **********
To: **********
Subject: FW: EC-044K-2UHKUJ FW: PORT REQUEST DECLINED
Dear Fritz
Thank you for taking the time to contact our office with your concerns. We hope that this email finds you well.
Kindly be advise the matter will be investigated and feedback will be provided.
We trust that the above is on order
Regards
Sheryl Moodley
ECLO
From: Fritz Schlechter ********** /> Sent: 04 July 2016 10:54 AM
To: CEO
Subject: PORT REQUEST DECLINED
Good day,
I am Frederik Schlechter, my ID number is ********** 125087 and my mobile number is ********** 351.
Herewith details of the past 4 months struggle with Vodacom, I will end my email off with what I require from Vodacom.
During March I submitted a Change of Ownership application at the Vodacom Walk in Centre at Garden Route Mall, George, the reason for the change of ownership was due to me and my wife getting a divorce. I submitted the Change of Ownership request with the expectation that the transfer should not take longer than 3 - 5 days.
Unfortunately, Vodacom decided to process my request on their new computer system and this process took Vodacom 4 months to complete, forcing me to suffer 4 months of having to correspond with my ex-wife about settling the Vodacom debit order.
During the 4 month waiting period I decided that I had enough of this nonsense and poor service and decided to join Cell C and have my account bought out and number ported to Cell C, the application with Cell C was processed in 2 days and my handset and sim was delivered within 3 days after the application was approved.
Cell C then submitted a port request, but this request was declined by Vodacom stating that the incorrect ID was supp****. It just so happened that on the Port Request form my ID number together with my ex-wife's ID number and signature was submitted, so we were not sure why Vodacom declined it at first. The next day however I received a SMS from Vodacom that state the Change of Ownership was completed and this then immediately made sense as to why the first port request was declined.
However, after subsequent port requests, even with a new port request form with only my details on it, was it declined every time. After some investigation and several calls to Vodacom Customer Care, Vodacom Customer Care for the new computer system as well as Vodacom Porting department it became apparent that nobody was sure what system to trust and to make things worse, Vodacom managed to capture a completely different first name on my account. To make things worse staff wasn't sure or aware of the 2 computer systems and they were initially looking on the old system and would refuse to assist me, as on the old system my mobile number still appear to be in my ex-wife's name, only when I tell staff that my Change of Ownership was processed on the new system do they look on that and would start the assist me.
So I decided enough is enough and booked a plane ticket to Johannesburg and I visited your premises in Midrand last week in the hope of having all this resolved, much to my frustration I ended up spending R2000 on a plane ticket to hear no person in Midrand can change my first name or can approve the port request. After spending time with Lionell Moti I left not feeling helped at all, on my way out I talked to a lady called Tsholofelo More who also tried to resolve my issues and asked me to give them until Friday, I decided to stay over and on Friday I was still waiting for feedback, at 14:50 on Friday I sent Tsholofelo a sms asking her if there is any feedback and her response one minute later was she will call me shortly, needless to say this was just another empty promise, just like the promise from Lionell as well as several promises in the past from the Call Centre.
The only thing I did received on Thursday that gave me some faint hope was a sms stating that my query has been escalated and finally a reference number for the query: 1- ********** 0255
Up until now I have not received any feedback, I furthermore did not notice any Vodacom debit orders on my bank statement which now begs the question who's bank account was debited with my subscription. And who is going to explain to my ex-wife the reason that her bank account was most likely debited instead of mine.
My request is therefore to please supply me with contact details of a person that I can liaise with when Cell C submit a new port request, this person must be in a position to approve the port request to allow me to transfer my number away from Vodacom and allow me to buy out the contract.
Your attention and feedback is valued.
Kind Regards
Fritz Schlechter
********** /> +27 78 **********
www.iplan.global
********** />
This e-mail is classified C2 - Vodacom Restricted - Information to be used inside Vodacom but it may be shared with authorised partners.
?This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "
I am sorry to say that this is unbelievable, how long can it take to fix my freakin name, and how long can it take to just under all this messed up circumstances at Vodacom get a single person to just approve my request to move my business away. That's all i want to do, get away from you.
Please see below latest email sent to the CEO address:
Good day Sheryl
I am following up on this issue as this is now getting to the point of absolute ridiculousness, just looking at the account numbers below and then also looking at the Vodacom Website it would seem that there is great, great confusion in Vodacom.
Mam I urge you to get my number ported out today still, Vodacom is putting me in a serious bad position with regards to me overspending on my phone bills because of negligence on Vodacom’s side.
Should I not get any satisfactory feedback by closure of business today, I will be forced to proceed with legal action against Vodacom to seek compensation not only for my excessive phone expenses, but also for all the suffering and inconvenience suffered.
Please see below my Vodacom Portal account number, this is still reflecting as my Ex-Wife’s account number, this is really unacceptable.
Further take note that all correspondence will also be posted on Helopeter for public interest.
Kind Regards
Fritz Schlechter
**********+27 78 **********
www.iplan.global
From: ********** **********
Sent: Wednesday, 06 July 2016 9:54 AM
To: Fritz Schlechter ********** /> Subject: FW: EC-044K-2UHKUJ FW: FW: PORT REQUEST DECLINED
Dear Fritz
We hope that this email finds you well.
Please see below feedback from out Port team:
"Please be advised that we do not pick up any port out requests generated for ********** 351 (no Port ID).
The client must visit/contact the new network to submit the port request, the client must provide them with the account number (I ********** -5) and the account holder?s ID number ********** 125087.
We trust that the above is in order
Kind regards
Sheryl Moodley
ECLO
-----Original Message-----
From: ********** /> Sent: Tue Jul 5 15:41:27 GMT+0 **********
To: **********
Subject: FW: EC-044K-2UHKUJ FW: PORT REQUEST DECLINED
Dear Fritz
Thank you for taking the time to contact our office with your concerns. We hope that this email finds you well.
Kindly be advise the matter will be investigated and feedback will be provided.
We trust that the above is on order
Regards
Sheryl Moodley
ECLO
From: Fritz Schlechter ********** /> Sent: 04 July 2016 10:54 AM
To: CEO
Subject: PORT REQUEST DECLINED
Good day,
I am Frederik Schlechter, my ID number is ********** 125087 and my mobile number is ********** 351.
Herewith details of the past 4 months struggle with Vodacom, I will end my email off with what I require from Vodacom.
During March I submitted a Change of Ownership application at the Vodacom Walk in Centre at Garden Route Mall, George, the reason for the change of ownership was due to me and my wife getting a divorce. I submitted the Change of Ownership request with the expectation that the transfer should not take longer than 3 - 5 days.
Unfortunately, Vodacom decided to process my request on their new computer system and this process took Vodacom 4 months to complete, forcing me to suffer 4 months of having to correspond with my ex-wife about settling the Vodacom debit order.
During the 4 month waiting period I decided that I had enough of this nonsense and poor service and decided to join Cell C and have my account bought out and number ported to Cell C, the application with Cell C was processed in 2 days and my handset and sim was delivered within 3 days after the application was approved.
Cell C then submitted a port request, but this request was declined by Vodacom stating that the incorrect ID was supp****. It just so happened that on the Port Request form my ID number together with my ex-wife's ID number and signature was submitted, so we were not sure why Vodacom declined it at first. The next day however I received a SMS from Vodacom that state the Change of Ownership was completed and this then immediately made sense as to why the first port request was declined.
However, after subsequent port requests, even with a new port request form with only my details on it, was it declined every time. After some investigation and several calls to Vodacom Customer Care, Vodacom Customer Care for the new computer system as well as Vodacom Porting department it became apparent that nobody was sure what system to trust and to make things worse, Vodacom managed to capture a completely different first name on my account. To make things worse staff wasn't sure or aware of the 2 computer systems and they were initially looking on the old system and would refuse to assist me, as on the old system my mobile number still appear to be in my ex-wife's name, only when I tell staff that my Change of Ownership was processed on the new system do they look on that and would start the assist me.
So I decided enough is enough and booked a plane ticket to Johannesburg and I visited your premises in Midrand last week in the hope of having all this resolved, much to my frustration I ended up spending R2000 on a plane ticket to hear no person in Midrand can change my first name or can approve the port request. After spending time with Lionell Moti I left not feeling helped at all, on my way out I talked to a lady called Tsholofelo More who also tried to resolve my issues and asked me to give them until Friday, I decided to stay over and on Friday I was still waiting for feedback, at 14:50 on Friday I sent Tsholofelo a sms asking her if there is any feedback and her response one minute later was she will call me shortly, needless to say this was just another empty promise, just like the promise from Lionell as well as several promises in the past from the Call Centre.
The only thing I did received on Thursday that gave me some faint hope was a sms stating that my query has been escalated and finally a reference number for the query: 1- ********** 0255
Up until now I have not received any feedback, I furthermore did not notice any Vodacom debit orders on my bank statement which now begs the question who's bank account was debited with my subscription. And who is going to explain to my ex-wife the reason that her bank account was most likely debited instead of mine.
My request is therefore to please supply me with contact details of a person that I can liaise with when Cell C submit a new port request, this person must be in a position to approve the port request to allow me to transfer my number away from Vodacom and allow me to buy out the contract.
Your attention and feedback is valued.
Kind Regards
Fritz Schlechter
********** /> +27 78 **********
www.iplan.global
********** />
This e-mail is classified C2 - Vodacom Restricted - Information to be used inside Vodacom but it may be shared with authorised partners.
?This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "
I've been to the Vodashop in George today, to checkup if any changes was made on my account, yet the first name is still incorrect after the request to change my name was escelated on 30 June.
Vodashop in George also had a very hard time finding my account, only after i mentioned to the lady that she need to check on the new system did she managed to find my account, but funny enough was not able to print any statements or invoices.
This make me believe that the next port request by Cell C will also be declined.
I've been to the Vodashop in George today, to checkup if any changes was made on my account, yet the first name is still incorrect after the request to change my name was escelated on 30 June.
Vodashop in George also had a very hard time finding my account, only after i mentioned to the lady that she need to check on the new system did she managed to find my account, but funny enough was not able to print any statements or invoices.
This make me believe that the next port request by Cell C will also be declined.