Vodacom: A faceless organisation hiding behind technology

<p>Need I say more? The mighty Vodacom can’t be bothered and simply don't care!</p> <p> </p> <p>From: Vodacom Customer Service ********** <br /> Sent: 08 July 2016 13:31<br /> To: Ben Visser (Bedfordview)<br /> Subject: Read: FW: Official Complaint: Failure to Update Banking Detail - B J Visser (Cell Number ********** )<br /> Importance: High</p> <p> </p> <p>Your message was read on Friday, July 08, 2016 11:31:17 AM UTC.</p> <p> </p> <p>From: Ben Visser (Bedfordview) <br /> Sent: 08 July 2016 13:30<br /> To: ********** /> Subject: FW: Official Complaint: Failure to Update Banking Detail - B J Visser (Cell Number ********** )<br /> Importance: High</p> <p> </p> <p>TO WHOM IT MAY CONCERN</p> <p> </p> <p>Despite confirmation that the complaint below was read almost a month ago, no reply was forthcoming to date.</p> <p> </p> <p>Should the above status quo remain beyond close of business today, the entire e-mail below will be published on hellopeter.</p> <p> </p> <p>B J VISSER</p> <p> </p> <p>From: Subscriber Collections Escalations ********** <br /> Sent: 09 June 2016 16:51<br /> To: Ben Visser (Bedfordview)<br /> Subject: Read: Official Complaint: Failure to Update Banking Detail - B J Visser (Cell Number ********** )<br /> Importance: High</p> <p> </p> <p>From: Legalclo ********** <br /> Sent: 09 June 2016 16:51<br /> To: Ben Visser (Bedfordview)<br /> Subject: Read: Official Complaint: Failure to Update Banking Detail - B J Visser (Cell Number ********** )<br /> Importance: High</p> <p> </p> <p>From: Ben Visser (Bedfordview) <br /> Sent: 09 June 2016 16:50<br /> To: ********** ********** /> Subject: Official Complaint: Failure to Update Banking Detail - B J Visser (Cell Number ********** )<br /> Importance: High</p> <p> </p> <p>TO WHOM IT MAY CONCERN</p> <p> </p> <p>The attachment received on 27 May 2016 pertaining to the above matter refers.</p> <p> </p> <p>Introduction</p> <p> </p> <p>First and foremost, the reader is challenged to access the Vodacom system and verify the dates, times and occurrences referred to below.</p> <p> </p> <p>Background</p> <p> </p> <p>Up to March 2016, writer effected payment of writer’s Vodacom account by way of debit order against writer’s credit card account, at which time writer discovered ********** transactions effected against the card in question, which was reported to Absa and resulted in the card being cancelled. </p> <p> </p> <p>On 6 April 2016, writer phoned Vodacom at approximately 12h10 and updated the banking detail of the account to be utilised in respect of future payments to Vodacom.</p> <p> </p> <p>Writer phoned Vodacom again on 7 April 2016 at approximately 14h05 for purposes of confirming the updated banking detail, which was in fact confirmed by the operator.</p> <p> </p> <p>In addition, writer effected payment to Vodacom by way of EFT during April 2016.</p> <p> </p> <p>Regardless however, writer received sms’s during May 2016, stating that writer’s account is in arrears.</p> <p> </p> <p>On 18 May 2016 at approximately 15h15, writer phoned Vodacom again and spoke to Thabang, who once again confirmed receipt the updated banking details as well as the correctness thereof, however stated that Vodacom implemented a new system recently and although the updated banking detail was captured on the old system, it does not reflect on the new system. Regardless, the debit order will be resubmitted on 24 May 2016 in respect of the arrears in addition to which the normal payment for May 2016 will be deducted on the last day of May 2016.</p> <p> </p> <p>On 19 May 2016 at approximately 17h30 writer received a call from Thabang, stating that a discrepancy exists since writer’s updated detail indicates a chequing account whereas it used to be a credt card account. Writer again confirmed that future payments to Vodacom is to be debited from the account as per the updated banking detail.</p> <p> </p> <p>On 27 May 2016 writer received a sms stating that writer’s cellural service is suspended, in response to which writer phoned Vodacom at approximately 07h56 on the same date and spoke to Bridget Buthelezi. Subsequent explaining the problem, writer demanded to speak to a supervisor and writer’s cellular services to be restored.</p> <p> </p> <p>At approximately 09h14 on the same date writer was phoned by Zelda, stating that she is attempting to locate a supervisor.</p> <p> </p> <p>At approximately 09h30 on the same date writer was phoned by supervisor Khabelo, at which time the situation was again explained.</p> <p> </p> <p>At approximately 09h56 writer received a sms indicating that the cellular service was restored.</p> <p> </p> <p>Between 11h25 and 13h34 on 27 May 2016 writer phoned Vodacom 5 times in an attempt to confirm future payments and confirmation that the issue was now resolved, to no avail.</p> <p> </p> <p>The above notwithstanding, writer received the attachment during the course of 27 May 2016 in response to which writer phoned Vodacom Collections and spoke to Lubabalo Kwane at approximately 14h15 on the day in question, again explaining the problem. </p> <p> </p> <p>At approximately 1**** on 27 May 2016 writer received a sms from Lubabalo stating that writer must reconfirm the updated banking detail, which detail writer immediately reconfirmed.</p> <p> </p> <p>On 30 May 2016 at approximately 13h17 writer was phoned by Lubabalo, who stated that writer’s updated banking detail was rejected by the system.</p> <p> </p> <p>On 31 May 2016 at approximately 07h34 writer was phoned by Grace, who immediately demanded that writer must confirm writer’s ID number without stating the reason, otherwise she is unable to talk to writer, at which time writer indicated that writer is dealing with Lubabalo, who undertook to provide feedback and as a result writer is not prepared to rehash the same issues again with someone else. Grace thereafter indicated that “somebody will phone you back”, which never materialised to date.</p> <p> </p> <p>In the above premise, writer remains in the dark with regards to whether or not the issue is now resolved. In addition, this is the most unacceptable and unprofessional conduct ever experienced by writer, who is a Vodacom subscriber for approximately 20 years. </p> <p> </p> <p>An urgent and decisive intervention is therefore required as a matter of priority, however by no later than close of business on 10 instant.</p> <p> </p> <p>Regards.</p> <p> </p> <p>B J VISSER</p> <p> </p> <p>From: Vodacom ********** <br /> Sent: 27 May 2016 09:45<br /> To: Ben Visser (Bedfordview)<br /> Subject: Vodacom Notification - QC128765-7<br /> Importance: High</p> <p>Dear Vodacom Customer</p> <p>Please find attached an urgent notification from Vodacom.</p> <p>Kind regards<br /> Subscriber Collections</p> <p>(Automated Computer generated email. Please do not reply to this email.)</p> <p> </p>