SMS bundle missing
<p>I purchased an SMS bundle (100 SMSs to last for 30 days) on 28 April using my airtime. I have never had a problem doing this previously, but this time the SMSs haven't been loaded onto my account. I have an e-mail receipt, which I've forwarded twice to the address given on the e-mail receipt, but have received no response. I have phoned the call centre (082 111) a number of times, but no-one is able to discover where my SMS bundle went to, and why it hasn't been loaded on my profile. When I log into My Vodacom and look at my order history, I can see the order on the 28th April, so why is it so difficult for Vodacom agents to get this sorted out??</p>
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
Best regards,
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
Best regards,
Vodacom finally responded - only after I posted this review. They have given me a 200 SMS 'loyalty' bundle - which I do greatly appreciate - but why, oh why must their customers have to spend literally hours trying to sort out something that should have a simple solution. What's worse is that the call centre staff are hopelessly under-trained, and have no idea which department should deal with a situation like this. I was sent from one department to the next, over and over for days, and not one person could help me. Then when I went into the Vodacom Shop to try and sort out the issue, they could not help me as the SMS bundle was purchased online, through the My Vodacom app.
Though this issue has been resolved, I expect the same might well happen again in future when I purchase an SMS bundle or a data bundle ... I have little faith in Vodacom's online systems!
Vodacom finally responded - only after I posted this review. They have given me a 200 SMS 'loyalty' bundle - which I do greatly appreciate - but why, oh why must their customers have to spend literally hours trying to sort out something that should have a simple solution. What's worse is that the call centre staff are hopelessly under-trained, and have no idea which department should deal with a situation like this. I was sent from one department to the next, over and over for days, and not one person could help me. Then when I went into the Vodacom Shop to try and sort out the issue, they could not help me as the SMS bundle was purchased online, through the My Vodacom app.
Though this issue has been resolved, I expect the same might well happen again in future when I purchase an SMS bundle or a data bundle ... I have little faith in Vodacom's online systems!