1 reviews | Active since Jul 2011
Unhelpful AI Support for Unresolved Airtime Issue
On January 1, I purchased R600 airtime via the ABSA banking app for my Vodacom number. While the money was deducted from my account, the airtime was never credited to the number. I contacted my bank, but they were unable to resolve the issue and confirmed that the transaction was processed on their side. This means the R600 is effectively lost.
What made this situation even more frustrating was the lack of proper support from Vodacom. They have removed email support, which is especially inconvenient during busy schedules or holiday periods. Waiting in line to speak to a human representative is not always feasible, and having an email option would allow customers to log issues and receive responses at a time that suits them.
Instead, I was forced to rely on Vodacom’s AI assistant, which only offered generic responses. This system wasted my time and left the issue unresolved.
Vodacom’s decision to remove email support while relying heavily on an unhelpful AI system is a major shortcoming. Issues like this require human intervention, and customers should have multiple avenues to access real support when automated systems fail.
The matter remains unresolved, and I am highly dissatisfied with Vodacom’s customer service. I urge Vodacom to reconsider their support strategy to better accommodate their customers and ensure issues like this are handled effectively.
Unfortunately, the VodaPay app does not allow you to download itemised billing data older than 14 days, making it impossible to retrieve the necessary records. I requested the statement from Vodacom, clearly explaining that I could not access the data through the app. Instead of assisting, they simply referred me back to the app, completely ignoring the fact that the relevant dates were unavailable.
Since then, Vodacom has gone silent and made no further effort to resolve the issue. It is clear that there is no real desire to assist customers when problems arise. ABSA was willing to help, but Vodacom has refused to provide the single document required for them to investigate.
This experience has proven that Vodacom’s customer support is ineffective, unhelpful, and unwilling to engage in actual problem-solving. If you ever encounter a billing issue, be prepared for automated responses, unhelpful support agents, and no resolution.
I have now lost R600 due to Vodacom’s failure to assist. Would I recommend Vodacom? Absolutely not.
Unfortunately, the VodaPay app does not allow you to download itemised billing data older than 14 days, making it impossible to retrieve the necessary records. I requested the statement from Vodacom, clearly explaining that I could not access the data through the app. Instead of assisting, they simply referred me back to the app, completely ignoring the fact that the relevant dates were unavailable.
Since then, Vodacom has gone silent and made no further effort to resolve the issue. It is clear that there is no real desire to assist customers when problems arise. ABSA was willing to help, but Vodacom has refused to provide the single document required for them to investigate.
This experience has proven that Vodacom’s customer support is ineffective, unhelpful, and unwilling to engage in actual problem-solving. If you ever encounter a billing issue, be prepared for automated responses, unhelpful support agents, and no resolution.
I have now lost R600 due to Vodacom’s failure to assist. Would I recommend Vodacom? Absolutely not.