Vodacom - burning our pockets again

<p>Here is my story....</p> <p> </p> <p>So I have a monthly contract with Vodacom for data and usually pay R149 per month, this month I have had a phenomenal amount of R3,168.09 w deducted off my account this morning in comparison to what it usually is.</p> <p> </p> <p>I called ********** and I was put through to customer services, waited at least 7 mins and then cut off.</p> <p> </p> <p>Called customer care directly and waited at least 10 mins before someone answered, when the call was answered the consulant took a minute to fumble with their headset before assuring me I was not going to be cut off again. I requested to speak to a manager after I was told that all the Consultant can do is log a query with the data Team. No ETA was provioded as to when I could expect this to be sorted. I was then again put on hold and had to wait again for at least 7mins before a response. That is almost a total of 30mins of my time and money to wait to speak to someone who in the end did not offer a prompt resolution.</p> <p> </p> <p>I have been advised by a supervisor (Who would not give me their full name and surname - which brings into question whether I even spoke with a supervisor - as this could be just another consultant for all I know) that I will have to wait for the data technicians to do an investigation which can take up to 7 working days. What shall I eat for the next week while they figure out what the issue is? And then if that was not a terrible solution enough .....I was told if I do not hear back from them I must call back. I MUST CALL back???? Because the Supervisor herself knows that I most probably will not hear from the data team in a week.</p> <p> </p> <p>I went through a similar experience last year, same thing where I was incorrectly overcharged for data usage. I was pushed from Pillar to Post. I called customer care and they advised me to go in store. I went in store and advised i have to call customer care. Eventually after trips to stores, and several phone calls, several consultants, I was contacted by a gentlemen from Vodacom who clearly understood my frustration would be taken to a new level if I was not helped. This man whose name I regretfully cannot remember, took the time to assist me and credit my account. </p> <p> </p> <p>This contract I have is used purely for ipad usage. The only reason I kept the contract was because of the good deal at the time. I primarly use it to check my personal email. If there are updates I bring the ipad to a WiFi area at the office. And if I remember correctly this is a 3G package with ample amount of data for what i use. </p> <p> </p> <p>I also requested the last time this happened that I be notified if my data usage is going over the limit. Because I do not have a vodacom telephone account persay - they would not send messages to my mobile account which is with Virgin Mobile in order to assist. </p> <p> </p> <p>I feel that instead of assisting and providing a service and solutions, Vodacom put up this barricade of long waiting calls - most probably in hopes we all get so frustrated and give up - and consultants who have poor telephone etiquette and lack the s****s to properly resolve a problem. </p> <p> </p> <p> </p> <p>It seems to me short of doing circus tricks and standing on our heads WE the CUSTOMER are ecpected to keep running after Vodacom and staff, for a service and solution that is actually meant to be fourth coming from their side to get problems resolved. </p> <p> </p> <p>Interestingly after posting my experience on my facebook page I have had a number of people who also have had encounters with Vodacom where large amounts of money have been billed inexplicabbly. </p> <p> </p> <p>It all seems too convenient that you demand debit orders and then deduct large amounts and then make it impossible to get an answer or through to someone who can do something about the problem. </p> <p> </p> <p>I would like proper results instead of my request falling into hands that I do not feel assured will get my queried resolved. </p> <p><br />#vodacom #serviceisappalling</p>