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Pat M
1 reviews | Active since Jun 2015
16 May 2019, 13:28
Shocking Vodacom experience - still not resolved
Without my knowledge my bank details were changed WITHIN Vodacom to an unknown FNB account. The May debit was thus rejected by that bank. I spent +6 hours on phone trying to resolve. Finally managed to get account details corrected back to my ABSA account & debit processed (not sure yet if it went through). In email I formalised my complaint re issue & penalty charge, all of which totally Vodacom error. The ********** address failed. Called & complained to Customer Services (seems to be outsourced to merchants.co.za) – they tried but their email also bounced back. So here I sit with mud on my clear credit history & I cannot even lodge a complaint with Vodacom. Customer Service extremely helpful but they cannot even get the issue resolved. Shocking Vodacom.
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Replies (8)PM
Pat M's updateReviewer Update
16 May 2019, 13:30Above email address blocked - email was to Vodacom's Complaints email address.
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Pat M's update16 May 2019, 13:30
Reviewer Update
Above email address blocked - email was to Vodacom's Complaints email address.
Vodacom's replyOfficial
16 May 2019, 13:43 Dear Customer, Thank you for making us aware of your query. 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 reply16 May 2019, 13:43
Official
Dear Customer, Thank you for making us aware of your query. 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
PM
Pat M's updateReviewer Update
17 May 2019, 13:56 Ashwin of Vodacom Hello Peter team, as discussed yr Accounts people (Monica) corrected my banking details and processed the May debit order. It has not yet reflected in my bank account, please can Vodacom confirm that the debit went through - I need to know before the circus takes a turn for the worse... And I fully agree with Christa North. Everything discussed with various Vodacom people, that are all very helpful but all acions needed are outside of what they cover and another Dept is responsible... Please advise on the status of the debit ASAP, Thanks.
PM
Pat M's update17 May 2019, 13:56
Reviewer Update
Ashwin of Vodacom Hello Peter team, as discussed yr Accounts people (Monica) corrected my banking details and processed the May debit order. It has not yet reflected in my bank account, please can Vodacom confirm that the debit went through - I need to know before the circus takes a turn for the worse... And I fully agree with Christa North. Everything discussed with various Vodacom people, that are all very helpful but all acions needed are outside of what they cover and another Dept is responsible... Please advise on the status of the debit ASAP, Thanks.
PM
Pat M's updateReviewer Update
17 May 2019, 16:17Ashwin or Vodacom please can you contact me and give me an update ASAP
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Pat M's update17 May 2019, 16:17
Reviewer Update
Ashwin or Vodacom please can you contact me and give me an update ASAP
PM
Pat M's updateReviewer Update
20 May 2019, 12:24Ashwin, following your call this morning, my bank has confirmed that no debit from Vodacom has gone through yet ! Yet Vodacom has confirmed twice (Keamo & Yrself) that the debit was processed on 15 May. It normally takes 1 day for debits to reflect on my bank a/c. My fear is that either the debit has not been processed or it has again been debited to an incorrect account, and that I will soon see a reversal and a suspension of my account. Please can this issue, a result of errors withing Vodacom, be corrected.
PM
Pat M's update20 May 2019, 12:24
Reviewer Update
Ashwin, following your call this morning, my bank has confirmed that no debit from Vodacom has gone through yet ! Yet Vodacom has confirmed twice (Keamo & Yrself) that the debit was processed on 15 May. It normally takes 1 day for debits to reflect on my bank a/c. My fear is that either the debit has not been processed or it has again been debited to an incorrect account, and that I will soon see a reversal and a suspension of my account. Please can this issue, a result of errors withing Vodacom, be corrected.
Vodacom's replyOfficial
22 May 2019, 11:06Dear Pat,
Thank you for the time and effort taken to voice your dissatisfaction with 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 organization.
Kindly note that your query is currently being addressed by the relevant department, who will be contacting you to offer further assistance.
Regards,
Vodacom Consumer Website Team
Thank you for the time and effort taken to voice your dissatisfaction with 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 organization.
Kindly note that your query is currently being addressed by the relevant department, who will be contacting you to offer further assistance.
Regards,
Vodacom Consumer Website Team
Vodacom's reply22 May 2019, 11:06
Official
Dear Pat,
Thank you for the time and effort taken to voice your dissatisfaction with 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 organization.
Kindly note that your query is currently being addressed by the relevant department, who will be contacting you to offer further assistance.
Regards,
Vodacom Consumer Website Team
Thank you for the time and effort taken to voice your dissatisfaction with 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 organization.
Kindly note that your query is currently being addressed by the relevant department, who will be contacting you to offer further assistance.
Regards,
Vodacom Consumer Website Team
PM
Pat M's updateReviewer Update
23 May 2019, 13:01The issue has still not been resolved. The debit order was yet again rejected AFTER bank details were corrected. Paid by EFT. I have requested an explanation as to why bank details were changed & am getting no response & no sign of an apology for this totally Vodacom generated mess up. I have tried numerous time to lodge a complaint but now am told that there is no longer a Complaints email address - " I have requested feedback from management, they advised that the mail is no longer working, the only channel you can now escalate is through a Supervisor "
PM
Pat M's update23 May 2019, 13:01
Reviewer Update
The issue has still not been resolved. The debit order was yet again rejected AFTER bank details were corrected. Paid by EFT. I have requested an explanation as to why bank details were changed & am getting no response & no sign of an apology for this totally Vodacom generated mess up. I have tried numerous time to lodge a complaint but now am told that there is no longer a Complaints email address - " I have requested feedback from management, they advised that the mail is no longer working, the only channel you can now escalate is through a Supervisor "
PM
Pat M's updateReviewer Update
29 May 2019, 11:23Can Ashwin Abdurahman of the Vodacom Hello Peter team please make contact with me. The issue has still not been resolved. I have been advised by SMS that my debit order has been removed from my Vodacom account - I most certainly did not request this. I called Customer Services & Sumani of Bytes (Outsourced) reinstated my debit order. This entire issue is a total mess that I had nothing to do with and Vodacom has taken away their Complaints email address so one cannot even get answers, let alone an apology for the errors that were totally on the Vodacom side, yet I am penalised with penalty charges (since reversed) and time wastage.
PM
Pat M's update29 May 2019, 11:23
Reviewer Update
Can Ashwin Abdurahman of the Vodacom Hello Peter team please make contact with me. The issue has still not been resolved. I have been advised by SMS that my debit order has been removed from my Vodacom account - I most certainly did not request this. I called Customer Services & Sumani of Bytes (Outsourced) reinstated my debit order. This entire issue is a total mess that I had nothing to do with and Vodacom has taken away their Complaints email address so one cannot even get answers, let alone an apology for the errors that were totally on the Vodacom side, yet I am penalised with penalty charges (since reversed) and time wastage.