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Shaylen M

1 reviews | Active since Apr 2023

23 May 2023, 13:55

TERRIBLE CONTINUOUS SERVICE FROM VODACOM!

This is a very tiring process. I have been trying to get hold of the Collections department however the line either rings the whole time or the call is answered and cut again. One agent tells me that my account is in arears and another agent says it is not. I have made payment arrangements however this month I was double debited with my arrangement amount and then a full subscription. I WANT TO MAKE IT CLEAR THAT I DO NOT WANT A CUSTOMER CARE AGENT TO CALL ME! I WANT TO SPEAK TO COLLLECTIONS. TO EITHER A COLLECTIONS AGENT OR A COLLECTIONS TEAM LEADER, BASICALLY I WANT TO SPEAK TO SOMEONE LONG ENOUGH IN THE FIELD THAT KNOWS EXACTLY WHAT THEY ARE SAYING AND DOING!!!!!!!!!!!!!!!

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Replies (3)
Vodacom
Vodacom's reply23 May 2023, 14:10
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 
SM
Shaylen M's update25 May 2023, 09:34
Reviewer Update
I need to be assisted with concrete information as to why I am suddenly on a 48 month contract with vodacom???????????? When I initially took out this contract it was for 24 months. I had a few hiccups in my personal life and with a result I stopped paying the contract for a while, however I have made amendments. Below are the emails attached to substantiate my anger and frustration with the service delivery from this brand. Yesterday, (24/05/2023) I was informed that my contract that I took out in 2020 is only coming to an end in 2025 and that is complete nonsense!!!! I am told that I need to be assisted by the Pre-legal department however whenever I am transferred, the line cuts and no one calls back or even follows up.

Please see email trail below confirming that my account is up-to-date!
From: shaylen maasdorp <***>
Date: Wed, May 24, 2023, 15:47
Subject: Re: EC-1LYZ-28QR6L
To: srm <***>

Good day Please can you assist with informing me why the term of my contract was prolonged with another two years? I spoke to the upgrades department and they advised that this contract reached its maturity date in 2022 however on the system it shows that it's only ending in 2025. I understand that this is not an error caused by you however whenever I am transferred to a department that is able to assist, the line immediately cuts. Please may I ask you to kindly assist me with this or kindly get someone that will be able to assist me. I'm available on my Gmail email, during working hours I'm reachable via *** and/or alternatively I can be contacted on ***. Please can you urgently assist? Kind regards, Shaylen Maasdorp. On Wed, May 24, 2023, 09:36 srm <***> wrote: Dear Shaylen

As per our telephonic conversation on 2023/05/24 at 9:23:33 AM we've confirmed the following feedback from Subscriber Collections Department regarding account number I***:

Kindly note that account was on Top Up Collections and since payments are reflecting the account is up to date.

A resume has been requested on the account.

Full arrears has been settled.

As discussed, we've sent you an updated statement.

Should you wish to upgrade you are welcome to inbox our Social Media Department to discuss your options.

We've updated the profile with your email address: ***


Regards
Vodacom Consumer Website Team
SM
Shaylen M's update25 May 2023, 10:39
Reviewer Update
I need to be assisted with concrete information as to why I am suddenly on a 48 month contract with vodacom???????????? When I initially took out this contract it was for 24 months. I had a few hiccups in my personal life and with a result I stopped paying the contract for a while, however I have made amendments. Below are the emails attached to substantiate my anger and frustration with the service delivery from this brand. Yesterday, (24/05/2023) I was informed that my contract that I took out in 2020 is only coming to an end in 2025 and that is complete nonsense!!!! I am told that I need to be assisted by the Pre-legal department however whenever I am transferred, the line cuts and no one calls back or even follows up.

Please see email trail below confirming that my account is up-to-date!
From: shaylen maasdorp <***********>
Date: Wed, May 24, 2023, 15:47
Subject: Re: EC-1LYZ-28QR6L
To: srm <***********>

Good day Please can you assist with informing me why the term of my contract was prolonged with another two years? I spoke to the upgrades department and they advised that this contract reached its maturity date in 2022 however on the system it shows that it's only ending in 2025. I understand that this is not an error caused by you however whenever I am transferred to a department that is able to assist, the line immediately cuts. Please may I ask you to kindly assist me with this or kindly get someone that will be able to assist me. I'm available on my Gmail email, during working hours I'm reachable via *********** and/or alternatively I can be contacted on **********. Please can you urgently assist? Kind regards, Shaylen Maasdorp. On Wed, May 24, 2023, 09:36 srm <***********> wrote: Dear Shaylen

As per our telephonic conversation on 2023/05/24 at 9:23:33 AM we've confirmed the following feedback from Subscriber Collections Department regarding account number I**********:

Kindly note that account was on Top Up Collections and since payments are reflecting the account is up to date.

A resume has been requested on the account.

Full arrears has been settled.

As discussed, we've sent you an updated statement.

Should you wish to upgrade you are welcome to inbox our Social Media Department to discuss your options.

We've updated the profile with your email address: ***********


Regards
Vodacom Consumer Website Team