JF
J F
1 reviews | Active since Jul 2025
31 Jul 2025, 16:24
Returned phone not yet replaced
I bought new device online upgrade and device was delivered on 27 June. I returned the device as it was not in perfect condition on 30 June. To date , Vodacom have failed to update me on progress. I am given a useless chatbot - TOBi to interact with, but it crashes, goes offline, fails to understand my query and Ref number. Vodacom have no idea of 2025 level Customer Service in the age of AI.
Helpful (0)
Replies (3)0
Replies (3)
Vodacom's replyOfficial
01 Aug 2025, 08:25Dear 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 reply01 Aug 2025, 08:25
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
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
JF
J F's updateReviewer Update
01 Aug 2025, 12:09A standard auto response, as expected. Still no contact from Vodacom and I won't hold my breath. I really have no choice since I transacted online and Vodacom has silos between online and physical, so I could not return phone at a physical store. Another legacy issue with Vodacom trying it's best to stay relevant?
JF
J F's update01 Aug 2025, 12:09
Reviewer Update
A standard auto response, as expected. Still no contact from Vodacom and I won't hold my breath. I really have no choice since I transacted online and Vodacom has silos between online and physical, so I could not return phone at a physical store. Another legacy issue with Vodacom trying it's best to stay relevant?
JF
J F's updateReviewer Update
02 Aug 2025, 15:12I got a call from Vodacom on 1st August at 15h31. No progress prior to the call being made. The Agent needed all my info - which is actually on their 'system'.
I said I had emailed on 31 July at 12h01, all my details to ***. The agent cynically told me that email was out of use for +2 years? (I got a reference number from that email - 002QHaM8EPF6E0A6) He would not give me the latest email address. (I did not take his name unfortunately - but Vodacom will know who phoned me) That was at 15h31.
The above reply via Hellopeter from Vodacom on 1 August at 18h37, committed to "contact soon"?
So, here I am, another 24 hours later, no call back and no REAL progress since my device was collected on 30th June by RAM couriers #COL***1. Vodacom have charged me on the upgrade contract for the month of July !? I wonder what that is called: when a customer if charged for a device/service they do not have, and actually have the device in their warehouse?
I said I had emailed on 31 July at 12h01, all my details to ***. The agent cynically told me that email was out of use for +2 years? (I got a reference number from that email - 002QHaM8EPF6E0A6) He would not give me the latest email address. (I did not take his name unfortunately - but Vodacom will know who phoned me) That was at 15h31.
The above reply via Hellopeter from Vodacom on 1 August at 18h37, committed to "contact soon"?
So, here I am, another 24 hours later, no call back and no REAL progress since my device was collected on 30th June by RAM couriers #COL***1. Vodacom have charged me on the upgrade contract for the month of July !? I wonder what that is called: when a customer if charged for a device/service they do not have, and actually have the device in their warehouse?
JF
J F's update02 Aug 2025, 15:12
Reviewer Update
I got a call from Vodacom on 1st August at 15h31. No progress prior to the call being made. The Agent needed all my info - which is actually on their 'system'.
I said I had emailed on 31 July at 12h01, all my details to ***. The agent cynically told me that email was out of use for +2 years? (I got a reference number from that email - 002QHaM8EPF6E0A6) He would not give me the latest email address. (I did not take his name unfortunately - but Vodacom will know who phoned me) That was at 15h31.
The above reply via Hellopeter from Vodacom on 1 August at 18h37, committed to "contact soon"?
So, here I am, another 24 hours later, no call back and no REAL progress since my device was collected on 30th June by RAM couriers #COL***1. Vodacom have charged me on the upgrade contract for the month of July !? I wonder what that is called: when a customer if charged for a device/service they do not have, and actually have the device in their warehouse?
I said I had emailed on 31 July at 12h01, all my details to ***. The agent cynically told me that email was out of use for +2 years? (I got a reference number from that email - 002QHaM8EPF6E0A6) He would not give me the latest email address. (I did not take his name unfortunately - but Vodacom will know who phoned me) That was at 15h31.
The above reply via Hellopeter from Vodacom on 1 August at 18h37, committed to "contact soon"?
So, here I am, another 24 hours later, no call back and no REAL progress since my device was collected on 30th June by RAM couriers #COL***1. Vodacom have charged me on the upgrade contract for the month of July !? I wonder what that is called: when a customer if charged for a device/service they do not have, and actually have the device in their warehouse?