Vodacom App is a ****

I am yet to have an experience with Vodacom that is worthy of the brand that they choose to portray.

On Sunday I purchased R200 worth of Airtime on their application that they encourage customers to use for “convinience”. Money went off my account, but I did not receive any airtime, according to their app the transaction failed. I called my bank to confirm if money had left my account and lo and behold I had become 200rand poorer. I called Vodacom and they advised transaction had failed and would be reversed in 24 hours. I also chatted with their social media team who gave me a copious amount of stupid fixes to try get the airtime, nothing worked. Understandably I waited for the 24 hours. Come Monday morning no money had been reversed. I sent a message to the social media team again , who asked for the same information they had asked for on Sunday. They then said I need a proof of payment or bank statement to prove the money had left my account. FYI Vodacom bank statements don’t generate and populate instantaneously especially over weekends.

I then resorted to going to my bank on Monday and they confirmed the transaction had been successful but I could not see it on my statement as yet. I chose to go to a physical Vodacom store to get assistance. That was an absolute waste of my time and to be honest a test of my patience. I was told by the team there that they do not assist with online stuff and I should call customer care. Mind you their customer care line is always busy and their chat not tobi ends calls before you speak to an actual agent. The store attendants and the manager said I can call customer care and if I need them on the call they can help. My expectation as a customer is that they would call customer care or whoever at the back end to get it resolved. I got on the call for close to 45 mins while they stood around the store doing nothing but watch me rant and rave at the agent on the line. The agent advised the transaction failed and I must request my bank to investigate. That made me angry as I used Vodacom’s app not my banks and my bank had already confirmed money was taken. The agent subsequently hung up on me when I asked him to send me an email stating my bank had not released money so I can take it up with them.

I tried calling countless other times being sent from pillar to post over 200rand worth of airtime.

The level of disregard for customers time and money is appalling. Pathetic to say the least