THE WORST EXPERIENCE EVER FROM VODACOM
THE MOST SHOCKING EXPERIENCE EVER. I CANNOT GET OVER IT - EVEN TOP SHOTS IN VODACOM DOESNT REPLY - READ BELOW Good day Mbuso and Kurt I start my email with an extremely heavy heart.
I thought of leaving this issue but every time I see Vodacom I get a bitter taste in my mouth.
I was in the market for a laptop and Vodacom has been my service provider ever since I was old enough to have a cellphone; it has been 17 years. Without out doubt I approached the Vodacom 4u store in Greenstone Mall on the 13th of October. The consultant (unfortunately I didn’t get her name) didn’t look very enthusiastic to assist me and then took a few seconds on the system and then told me that my application was declined. She then called which I assume the department that deals with these issues and was informed that there is an unknown account outstanding for the last 6 months on my name but could not confirm whether it was a Vodacom account or another account. She informed to that I must call Experian to find out which account. I did however tell her that it is impossible because I has just bought a house and got Vodacom Fiber installed 3 weeks prior. If I had any outstanding debt surely I would not have been able to get a home loan. She wouldn’t help me further. I left the shop and called customer care – the gentleman assisted me and said I should go back to the shop because it couldn’t be all she can do for me – he was helpful. I went back and gave her the phone and she pulled up her shoulder and told him the same. I understand that he couldn’t help further; I had a sneaky suspicion that it was my previous Vodacom account that was paid in full and settled more than 18 months ago.
Monday 14 October I called and there I get informed the alleged outstanding account is that particular one. Unfortunately it doesn’t state exact date of settlement on your letters. Nevertheless; I send the letter to Experian. I understand you have no control over the credit beaux but surely a company as big as Vodacom has control over a client’s account statement. What also doesn’t make sense s how was I able to get Fiber 3 weeks prior if I had an outstanding account? Also how was I able to get another account if I had an unpaid existing account?
Nevertheless; Friday 18 October I decided to go to the Vodacom shop in Alberton City; there I met a gentleman called PK. He also checked on the system; first told me nothing was requested or loaded from any store meaning the consultant at Greenstone Mall didn’t do anything. I only found out later that that wasn’t the whole truth. He then stated that the actual problem is that an application has to be done to increase my credit limit with Vodacom. He said it take 2 days and then wrote his name and number on a s**** piece of paper and said I must call him on Monday 21 October to find out. I am in the service industry myself and if I had to even try doing what he did; making a client follow up with me because I might forget to update; I would be fired on the spot. I couldn’t believe the audacity; but hey I need a laptop and I am brand loyal and I don’t trust any other service providers; so I did what he said and followed up with him on Monday. I made multiple calls to him; every time he promises to call back and then I end up calling again.
Tuesday 19 October I call again; just to find out that he is on training and will return at 2pm - a lady called Ashlin then promises to check and call me back; which never happened. I then call again at 3pm just to have PK become arrogant with me and tells me that Ashlin told me the application was not yet accepted or any feedback given from whomever it gets requested from. This was not the case. I then ask PK what is he going to do to follow up. He then responds to me arrogantly by saying nothing; it’s the end of the year and the department where the applications are sent to must be very busy with new applications. I asked him how is it me as a customer’s problem? He then responds and says he will follow up again; I insist he calls me back in 30 minutes; which I get a reply to that he cannot guarantee me that he will call because he is busy with clients that are in the shop and that walk in. am I not a client too?
Highly upset I then call customer care and get put through to sales. I speak to a gentleman called Tshepiso whom then tells me there was a declined application logged at Greenstone. I asked him to find out why. He then puts me on hold for about 15 minutes just to confirm that it was a credit limit increase issue. He can’t help me further and I have to return to a store; not once mentioning Alberton.
Wednesday 20 October I call PK again just for him to rudely tell me my application was declined and nothing further can be done. I asked for proof which he could not provide.
I have never had such bad service; I was then forced to get a laptop elsewhere. I was dead set on upgrading my contract which is due next year but after the level of service I received; next year August cannot come quick enough for me to stop the contact and take another with one of your sister providers. I don’t want to; believe me I am the type of person which stays with one brand/manufacturer for life; but I don’t see any other way of going about this. I don’t know how to work on any other service provider and I do not want to move but I thought you should know what type of service some Vodacom consultants give. Out of all I dealt with only one really assisted me and tried his best – I wish I took his name.
I hope to hear from you.
