VODACOM ARE RUNNING A ****

BEWARE OF **** BEING RUN BY VODACOM

I spoke to Rethabile on 15th March with my complaint and she gave me the reference number 411932 and assured me that the issue would be sorted out. I followed up the phone call with my complaint in writing and received an automated response from Vodacom - Subject: RE: Vodacom Invoices and Statements – I*** - U R G E N T COMPLAINT - PLEASE REFER TO QUERY REFERENCE 411932 to say they would endeavour to resolve within 24 working hours. I heard nothing back so I re-sent my query on 26th March and received the same automated response.

Details of my complaint.

I was called by a Call Centre Sales lady at Vodacom from Cell No *** on 05/03/21 at 13h50.

I asked VODACOM to please retrieve and listen to the recording and gave details of both phone numbers on my contract. The call sales lady READ a script to me very fast and asked me to upgrade. I said I didn't want a new phone. She said "No I should not get a new phone on the contract as it would cost me three times more via a contract". She clearly stated that what Vodacom were offering was that they would reduce what I pay every month on each cell number, but increase the airtime and data. They would also send me a voucher for courses worth R64 000. I agreed but very clearly asked for all info on email, which I have never received.

I subsequently received a delivery of 2 x We Grow vouchers - and discovered that they expired on 31st December 2020 so are of no use to me and refer more to school children than adults - the Call sales lady was aware of my age as we discussed how many years I have had this contract. I also received 2 Contract 3-in-1 sim cards which I don't know what to do with and are still sealed. They mean nothing to me.

I called Customer Service after this delivery on 12/03/21 and spoke to Walter who reported that my contract has gone up from R402.72 to R590.00 on the primary cell number and from R125.00 to R179.00 on the secondary cell number. I told him that I therefore believed I had BEEN **** to and requested that I want this situation investigated and my contract re-instated to the original charges. What I have received is of no use to me. I also asked Walter what I must do with these new sim cards, which remain sealed and I have not opened. He said I must just use them if I lose my current sim card! Walter agreed that this did not seem right and said I should call Rewards on ***4.

I tried several times to call Rewards and was not able to get through.

I also tried Online Chat off the website. I received the message “Chat ended” with no response.

When I spoke to Rethabile on the 15th March to explain the situation she also tried and could not put me through to rewards. I asked for a reference for the call and she gave me Reference 411932 and committed to report this to her Team Leader who she said would request the voice recording and investigate. She noted that the increase will only take place on 1st April, and not to worry as this would be sorted out prior to that date. I AM STILL WAITING! AND TODAY IS 1ST APRIL 2021.

I believe I have been ****med by Vodacom and I am not taking this lightly. I have had a contract with Vodacom since May 1994. As my contract was coming to an end, I expected I would be called by Vodacom to get me to upgrade to a new phone. However, what I was promised sounded better as I believed I was getting more airtime and data for less money. It appears this is not the case.

I BELIEVE THAT I HAVE BEEN ****MED BY VODACOM AND THERE IS NO SUCH THING AS CUSTOMER CARE!