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Tanja S
1 reviews | Active since Jun 2019
24 Jun 2019, 10:16
Shocking service from cancellations team
Shocking customer experience from Vodacom. I’ve got an issue that has been dragging since April 2019. I keep on getting feedback that the problem is currently with “back office”. I have done a premature cancellation on my contract in April and everything was signed and paid for. Then in June I get a deduction of R3366 which is more than my normal monthly debit order. It seems strange to be paying for a sim that is supposed to be a “pre-paid” by now, as confirmed by Vodacom’s cancellation team. I’ve reported this deduction at the beginning of this month and to date no feedback has been received. I have tried to escalate but seems there is no one “handling” escalations.
It’s amazing how quick the service is if they want you on a contract and how terrible the service is when you need to prematurely cancel it... even if you pay the required amount.
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Replies (4)0
Replies (4)
Vodacom's replyOfficial
24 Jun 2019, 12:25 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's reply24 Jun 2019, 12:25
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's replyOfficial
25 Jun 2019, 08:05Dear Tanja,
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. We have tried contacting you on numerous attempts and there was no answer. Should you still require assistance with your query, please contact our Subscriber Collections team on *** (free call from Vodacom sim). Regards Consumer Website Team(SA)
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. We have tried contacting you on numerous attempts and there was no answer. Should you still require assistance with your query, please contact our Subscriber Collections team on *** (free call from Vodacom sim). Regards Consumer Website Team(SA)
Vodacom's reply25 Jun 2019, 08:05
Official
Dear Tanja,
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. We have tried contacting you on numerous attempts and there was no answer. Should you still require assistance with your query, please contact our Subscriber Collections team on *** (free call from Vodacom sim). Regards Consumer Website Team(SA)
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. We have tried contacting you on numerous attempts and there was no answer. Should you still require assistance with your query, please contact our Subscriber Collections team on *** (free call from Vodacom sim). Regards Consumer Website Team(SA)
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Tanja S's updateReviewer Update
30 Jun 2019, 15:51So the consultant made contact, as promised, however nothing has been resolved.
I’ve received this mail again... so waiting yet again?
“Good Day Tanja We apologise for the inconvenience caused with regards to resolution of your query. As per the previous agent email to you on the 24th of June 2019, your query for the refund has been escalated to our Subscriber Collections Department. Your service request reference number is S4-33427-7CR10. This takes 7-14 working days for an update to reflect on our system. We will monitor the progress of your query.
Regards,”
I’ve received this mail again... so waiting yet again?
“Good Day Tanja We apologise for the inconvenience caused with regards to resolution of your query. As per the previous agent email to you on the 24th of June 2019, your query for the refund has been escalated to our Subscriber Collections Department. Your service request reference number is S4-33427-7CR10. This takes 7-14 working days for an update to reflect on our system. We will monitor the progress of your query.
Regards,”
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Tanja S's update30 Jun 2019, 15:51
Reviewer Update
So the consultant made contact, as promised, however nothing has been resolved.
I’ve received this mail again... so waiting yet again?
“Good Day Tanja We apologise for the inconvenience caused with regards to resolution of your query. As per the previous agent email to you on the 24th of June 2019, your query for the refund has been escalated to our Subscriber Collections Department. Your service request reference number is S4-33427-7CR10. This takes 7-14 working days for an update to reflect on our system. We will monitor the progress of your query.
Regards,”
I’ve received this mail again... so waiting yet again?
“Good Day Tanja We apologise for the inconvenience caused with regards to resolution of your query. As per the previous agent email to you on the 24th of June 2019, your query for the refund has been escalated to our Subscriber Collections Department. Your service request reference number is S4-33427-7CR10. This takes 7-14 working days for an update to reflect on our system. We will monitor the progress of your query.
Regards,”
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Tanja S's updateReviewer Update
03 Jul 2019, 20:35As stated on numerous occasions I do mot use my old number anymore... thus the reason for the cancellation.
You can find my contact details in the email trails sent to Customer Service.
I have spoken to 3 Consultants over the last 4 weeks and to date nothing has been resolved. They still owe me my money which they have deducted. Honestly, shocking service, I will never use Vodacom’s service again.
You can find my contact details in the email trails sent to Customer Service.
I have spoken to 3 Consultants over the last 4 weeks and to date nothing has been resolved. They still owe me my money which they have deducted. Honestly, shocking service, I will never use Vodacom’s service again.
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Tanja S's update03 Jul 2019, 20:35
Reviewer Update
As stated on numerous occasions I do mot use my old number anymore... thus the reason for the cancellation.
You can find my contact details in the email trails sent to Customer Service.
I have spoken to 3 Consultants over the last 4 weeks and to date nothing has been resolved. They still owe me my money which they have deducted. Honestly, shocking service, I will never use Vodacom’s service again.
You can find my contact details in the email trails sent to Customer Service.
I have spoken to 3 Consultants over the last 4 weeks and to date nothing has been resolved. They still owe me my money which they have deducted. Honestly, shocking service, I will never use Vodacom’s service again.