Vodacom Complaint – Unauthorized Airtime Deductions & Poor Customer Service

Hello Peter,

Last year I had a feeling that something was taking my airtime, but I ignored it because I wasn’t keeping track of my balance daily.

Last week I decided to check my airtime balance every day. I confirmed that something is taking my airtime, and I don’t remember subscribing to any service.

On Monday this week, I used Vodacom Self-Service to stop any airtime deductions (31050). They confirmed receipt of my request and said I would receive confirmation once it was processed.

- Tuesday: No confirmation, so I sent the message again. - Wednesday: Still no response. - Today: I sent it again and called customer care.

When I called, the agent asked me security questions before assisting. I answered two questions, then she asked how long I’ve been using the number. I said I wasn’t sure, but I think I started in 1997 or 1998. She told me she couldn’t continue unless I stated the exact number of years and asked me to calculate it. I was frustrated, so I said, “Since you can’t assist me, goodbye,” and ended the call.

Vodacom, please improve your customer service. I always struggle to get help. Sometimes it feels like your customer is a box-ticking exercise. My recent experience shows you no longer have the same level of care you used to have.

I’m still left with the original problem that you are supposed to resolve.

Kind regards, Dan Kunene