Vodacom customer-non-care
I have been trying for several months to rectify my account billing with no success. First of all, it takes a while to speak to the “correct” person and they then always promise that someone will call me back. Over three months later and I have yet to receive a response. The issue is as follows: I was contacted by a representative of Vodacom on 19 October 2022 asking me if I wanted more data and airtime and to pay less for my subscriptions. I asked what was the reason for this generous offer and they informed me that Vodacom was aware of the complaints and was offering this to some clients as a gesture. The deal offered to me on 19 October 2022 was as follows: Contract 1 – R74 saving on my contract. 900mb would increase to 5gb. The 400 min airtime would remain unchanged at 400 min Contract 2 – R107 saving on this contract. 2gb would increase to 3gb. The 400 min would increase to 600 min. The above which was agreed was not delivered. The additional data and minutes was delivered, however my subscriptions for both contracts INCREASED instead of decreasing!!!! In my view, Vodacom has essentially ****** the excess funds from me for the past few months without my approval. . I called Vodacom on 9 November 2022 requesting an audio recording of the conversation on 19 October 2022. I spoke to Peter Swattie and was assured someone would call me back and rectify. Veronica called me back on the same day (Ref ***) and offered to take me back to my existing contract. I declined as I was promised more data and more airtime at a lower subscription. She said that someone would call me within 48 hours. Still waiting…. On 15 November 2022 I called and spoke to Alicia Swartz. Ref ***. Alicia has escalated my query. Still waiting…… On 1 December 2022 I called and spoke to Kelly May. Ref 1-CQA775PHP. Kelly said that she is sending the query directly to the 3rd party Elite Mobile and they will definitely be calling me within the next few days. Kelly would also call me on 7 December 2022 to make sure that my issue has been resolved. Still waiting for Elite and Kelly to call……. Another issue which I discussed in the above calls was that I am being charged R5 for a Nashua Sim Insurance on Contract 2. I have been trying for 10 years to cancel this (R5 x 12 months x 10 = R600 in 10 years!!!!). Everytime I call I get told it will be escalated and someone will contact me. Still waiting…….. I am a very unsatisfied and disgruntled customer of Vodacom. I have been quite loyal for well over 20 years. The service received in the past few years has actually been extremely pathetic and disappointing. I have now given up on the call centre as it seems impossible to resolve the overcharging and cancellation of Nashua Simsure with them. I have sent several emails in January this year to ***. I surprisingly received a response Nthabeleng Pienaar on 16 January acknowledging my email and silence thereafter?????
Total amount overcharged so far is R2 784. Plus the Nashua Simsure which they have not cancelled in the 10 years i have been requesting.
I simply cannot understand how such a massive company can operate in this manner.
