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Anne-Marie Kriek

1 reviews | Active since Feb 2014

27 May 2020, 12:25

Very bad / absolutely no customer service

I attempted to upgrade my cellpone on 24/05/2020. I was quoted a new deal which I accepted on the website and got confirmation for via e-mail. Then I receined a SMS setting out my details again which I had to accept, change or reject - However, this SMS quoted a much higher amount than the monthly figure quoted before without any explanation as to the difference. I was told a consultant will contact me within 48 hours as I did not accept the revised offer, but first wanted to understand the difference. I tried to phone the customer care on 25/05/2020 without success. I waited almost three days for a consultant to phone me without success. I then tried again to phone customer services on 27/05/2020 - after holding on for about 10 minutes and having to rehash the whole story, the conlutant could not answer my question and I was transferred to online-service consultant. I was then informed by their system that they can't help at that stage and I must try their website. Totally unacceptable service!!!! I then tried to reject the upgrade, only to be told the response (which I copied from the SMS) is not valid and that a consultant will contact me - I dont beieve that will ever happen!!!!! I've been a customer for more than 20 years, but are very dissapointed in the service receive and am now seriously considering to move to another service provider!!!

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Replies (4)
Vodacom
Vodacom's reply27 May 2020, 13:49
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 
AK
Anne-Marie Kriek's update28 May 2020, 11:38
Reviewer Update
The bad service continues!!!! Not only has nobody phoned me (now 3rd time I was told I will be contacted), but I keep getting messages saying that my parcel has been received by the couriers and will be delivered soon (this after I did not accept the upgrade and asked for it to be cancelled in view of your very bad service and conflicting information provided without any explanation for the reason for the different information).
AK
Anne-Marie Kriek's update02 Jun 2020, 09:39
Reviewer Update
I started the upgrade process on 24/05/2020. However, then got conflicting information on monthly instalment going forward. Rejected confirmation of upgrade, but that did not work. Was told consultant will contact me. No one contacted me and then I receibed messages informing me that my parcel is being shipped. Send about 7 messages, contact customer services twice, send an e-mail to DL Admin Team (Ref # EC-1ZUR-2DGIH2 – was told will get feedback within 24 hours). I did not accept the parcel / phone when they tried to deliver it on 29/05/2020. During all of this, I was not contacted ONCE. Don’t know what else to do to get some service and I am sure I will now have issues with my account at the end of the month in that it will reflect the upgraded package amount which I did not accept.
AK
Anne-Marie Kriek's update05 Jun 2020, 10:48
Reviewer Update
I decided not to continue with the upgrade and cancelled it yesterday due to the fact that no-one at Vodacom is capable to fully explain the different contract prices quoted to me (only guessing, which I really don't understand) as well as the fact that I still got contradictorary information from the two consultants that phoned me to date.