Terrible service received from Vodacom (2) review

Good afternoon

Its been two weeks I first posted my complain about Vodacom service.The team told us they will phone us back. We are still waiting.For client service received from them, we think this is pathetic!!!!!

Anton T

2 reviews | Active since Oct 2018

Unhappy customer 17 Jun 2020, 18:04 Terrible service received from Vodacom. This is my story: My cellphone contract came to an end in May 2019 and although I was eligible to upgrade, I preferred not to upgrade and rather keep the phone I have, still continuing to pay my month to month subscription for data and airtime. However, not long after my contract expired a Vodacom consultant phoned me to renew my contract and upgrade my phone, which I was not interested to do and I told her that I do not want to upgrade. She then offered to renew my 500 mb a month contract, and I advised that I do not wish to renew the contract as it is not needed. The next month, I was phoned again and then I was offered a 5 GB monthly data bundle free of charge. It was advised that there will be no additional charge and is only linked to my current phone nr. I agreed, especially considering they are offering this for free. A few days later I received a parcel from Vodacom with a new SIM card. I phoned Vodacom about this and they told me I have to link the number myself and that I have received a new number. I rep**** that this was never agreed to and Vodacom then apologised for making the mistake and proceeded to offer me 5GB of data free of charge monthly. However, on 14 June, I wanted to upgrade to a new phone and the consultant at the Vodacom Branch told me that I can only upgrade Feb 2021 as I already upgraded to a contract with no phone and only data. The consultant showed us away and said I had to phone Customer Care as he is not able to resolve my query. I then proceeded to phone Vodacom customer care several times the following Monday, unfortunately nobody was able to assist me. I was transferred between departments, it took about 15 calls to get absolutely nowhere. Nobody could assist me and nobody was willing to transfer me to a supervisor or manager. I also phoned Bytes on ********** (they work with Vodacom) only to be transferred to technical services where nobody could help me. I then phoned ********** several times where my call was ignored, or the phone was put down or nobody was able to assist me. On 17 June I tried several times phoning the Cancellations Department on **********. I was never assisted and was advised that I should pay a cancellation fee of R1807,00 to cancel a contract I never wanted or agreed to. I have spoken to many consultants and still nobody can transfer me to a manager, apparently due to COVID-19. I have asked them to listen to the recorded conversations regarding the unwanted contract in 2019 but nobody was able or willing to do so. I will not pay a cancellation fee for something I did not agree to or wanted in the first place. Now I am writing this to HelloPeter as a last result to hopefully get some service from Vodacom. I have been a client at Vodacom for almost 20 years and this is absolutely appalling service. Please help me, I just want to be able to upgrade my phone.

Vodacom's reply: 18 Jun 2020, 09:15

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 Anton T: 19 Jun 2020, 18:30

Just Proof my Point exactly. No service received yet Anton T: 23 Jun 2020, 18:22

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

Almost an week later with no return call. When must I wait for this call when the contract ended