Vodacom and Vodacom 4u Call Centre Complaints/Review

There is no denying that Vodacom has knowingly committed ***** and they are trying to cover this up by denying the event. I have factual proof of the ***** as well as the cover-up . I’m writing this review for my wife. Vodacom will read this and will probably show great concern however, this "concern" is only one of the manipulation tactics they employ to redirect attention/blame away from them. Vodacom is all about smoke and mirrors with zero accountability. So, without boring the reader with the details, the trail are as follows. Upgrade was due in April 2020. We requested the upgrade and chose the products we wanted. A few days later Vodacom phoned to say that the chosen/advertised products are not available. Vodacom stated that Huawei products will not be entering the country. When asked for how long, they stated "an undetermined time". My wife and I decided to wait until the pandemic allows for better options because of our believe that it was the pandemic causing the delay in product procurement. So, she told Vodacom to cancel the upgrade until better contract options becomes available. Confirmation of cancellation was communicated verbally on the phone, as this was an online transaction. Vodacom acknowledged the cancellation/postponement of the upgrade telephonically and via electronic communication. A few months later, when the lock-down level was reduced, we decided to look into the upgrade option. To our surprise, the upgrade was only due in 2 years. When this was queried, Vodacom stated that we received all items and that the upgrade was processed. We checked the bill and, yes there it was. Upgrade was processed and items was received. But....as per the Vodacom call-operator, "something does not look right. According to our system you received it, but it does not look like you signed for it." That was the last time we managed to get something truthful from Vodacom. Since then (about 6 plus months) we spoke with numerous Vodacom staff who denied the ***** and then accepted the *****, "managers" that helped then suddenly cannot help, our account being credited then debited. Its like going to a mechanic asking him to milk your Llama. Not one of the people knows what the other is doing. Everyone is everywhere and nowhere at the same time. The script given to the first line customer care does not understand when you are stating things that is not on the reference list. The first thing they will say is that they can see on the system there is an issue but it is resolve. Do not dare to say it is not resolved. They will keep you on the phone (longest was 2 hours on hold) until you put the phone down or say they will escalate to the back office (whatever that means) or if you have someone that is slightly considerate, they will just put the phone down. This forces you to call back an duck and dive through the computerized options only to get someone else who now will have a slightly agitated customer (hence starting the conversation where both parties are defensive) but you will need to explain everything all over again, because the previous person put the phone down. Now, you need to be unnaturally accommodating and understanding so that the phone does not get put down again as to avoid retelling the story, yet again. This is a sick paradox created by Vodacom' call-centres, and we as customers have no recourse because there is no countability. We decided to escape, YES ESCAPE, from Vodacom and their scoundrel and swindle mentality to a different service provider with whom you can actually make contact with. But, Vodacom had one more toxic knavish trick. We cannot go to another service provider because the acknowledged ********** upgrade, which was since, removed as an upgrade on the account, is still active and preventing the migration of the number and the cancellation of the contract. Get this, we now have to start the process from the beginning and we haven’t even ended the first issue. We have to endure weak call-centre audio, computerized choices, language barriers, systems that is down, “you in the wrong department”, empty promises, etc. And that is only naming a few. To top this we will need to endure this incompetence for up to three days a week for the next six months.

Vodacom, im hoping you read this very carefully. The lack of Management interest WILL be your undoing. I can see in the markets that there is a shift in Vodacom's consumer loyalty. My wife is loyal and hates change. You, Vodacom, must worry if my wife leaves after being with you for 25 years (with the same number). The trade-off between loyalty, change and Vodacom have reached its limits. Your offering and service has no value any more. The problem is the Management, keep this up and you will keep on bleeding customers.