Vodacom - Bad Service Experience

<p>I have been a customer of Vodacoms for over 15 years, and have always been an advocate for them. But what I have experienced in the past few months has made me seriously reconsider my opinion of them.</p> <p> </p> <p>Issues that I have experienced and for which no resolution has come to the fore:</p> <p> </p> <p>The main concern I have is that I follow my daily spend with vodacom on a regular basis. In December, just before the end of the month, my bill for November/December was sitting at about R4000 +. I was horrified to see a debit order of over R7000 going off my account at the end of December. I contacted Vodacom about two or more weeks ago to enquire about this deduction, to which I was advised that I was invoiced twice. Invoice one was the R4000+ amount and invoice 2 was for R1700 (I have never been invoiced like this before). The agent I was speaking with confirmed that she would escelate it and send the query through to the relevant department/team. I immediately received and sms to confirm that the query had been logged and I received an sms confirmation (unfortunately I accidently deleted this number - but I was certain that Vodacom logs all the detail on their system so was not too concerned). Last week I received an automated sms from Vodacom enquiring if my query had been resolved, to which I rep**** NO - after which I received a further sms to say the matter will be escalated once again. As I had not heard anything from Vodacom (not even a courtesy sms), I decided to phone them today. I spoke to the first agent who was trying to find the query on my profile - it was clear she could not and promptly put me on hold for about 3 minutes. The next thing I hear the phone being transferred and another agent speaking to me (the first agent did not advise me that she was transferring me). The second agent again tried to assist me and put me on hold, but never came back to me (the phone was dead on the other end but the time was still running, indicating she had put me on hold). I hung up out of frustration, hence my e-mail now. This money was taken off my account without any explanation, no follow-up and I have had nothing but frustration for Vodacom.</p> <p> </p> <p>The second issue is that I used to receive a daily sms informing me of my current daily spend. This strangley just stopped in November/December last year - the same period as the extra deduction on my account. I also raised this with the first agent and she confirmed that she would escalate this too. To-date I have still not received an sms from Vodacom about my daily spend. This has always assisted me in managing my account better.</p> <p> </p> <p>Another issue that I have with Vodacom is Voice Password. I registered with Voice Password, and when I phone them I am given the opportunity to use my voice as my password, with the understanding that I will not be asked any security questions by the agents. This has NEVER happened for me, no matter how many times I use my voice as my password, the agents on the other side always, always start asking me security questions - I then have to stop them to advise them that I have already used my voice as my password. Only then do they wake-up and confirm that this is in fact the case.</p> <p> </p> <p>I am also tired of how the agents speak to me and transfer me from pilar to post. I phone for one department and then get transferred to numerous agents who have no clue what I am referring to, and then go on to transfer me to another agent. This is a waste of my time and is very frustrating. I have a very stressful job and do not have the time to hold on like this. This is NOT good service AT ALL.</p> <p> </p> <p>My wifi ****le has also been without data for over two months - it is meant to refill every month, but I tried to log on this weekend, but there is once again no funds available - why do I pay nearly R300 for something I don't receive? This is ****************.</p> <p> </p> <p>I have 5 accounts with them (ipad, wifi router, my phone, my domestics phone, my sons phone), the least they can do is look after their long standing, loyal supporters who truly spend A LOT of money with them.</p> <p> </p> <p>I am actually counting down the days when my various accounts expire so that I can look at cancelling my account with Vodacom and move to either Cell C or MTN. I can't get over how slack Vodacom has become - so much for being the big player in the cell market.</p> <p> </p> <p>Vodacom must really start looking after its customers, or they are going to loose more and more loyal supporters. I know of 3 people in my office that have left Vodacom and have gone either to Cell C or MTN. This due to the bad service, exorbitant tarrifs and uncessary deductions, which the average man on the street can ill afford.</p> <p> </p> <p>I want my queries resolved asap failing which I will be visiting my attorney. And please don't ask me for my reference number as it should be on your system.</p> <p> </p> <p>Regards</p> <p><br />Desiree</p> <p> </p> <p> </p> <p> </p>