BS
Bronwen S
1 reviews | Active since Dec 2010
01 Feb 2022, 15:33
Vodacom deleted my number even though this did not fit with the terms and conditions I was referred to and now they cannot get the number back, even though it is not in use
Vodacom deleted a number which had been ported from Cell C more than 20 years ago, despite the Terms and Conditions which expect the number to be utilised at least once in three months. I bought airtime for this number once a month and when it was deleted, I had missed 6 weeks, which is still not 3 Months. I was referred to Terms and Conditions, which do not cover Vodacom in this instance. I was told to ask for the number after it came out of the "pool" as it was impossible to retrieve. We tried a number of times. The number is still NOT IN USE, but Vodacom has told us 1. That the number has been given back to Cell C (nonsense, as they do not have it) 2. So we came back to Vodacom and they said it has been deleted never to be used again.
This does not make sense as the number has not been given to anyone else, so what exactly is your problem, Vodacom?
If I could only deal with your frontline staff, I would love Vodacom, but your systems are pathetic, and even when frontline staff try to help, they cannot.
I sincerely wish I lived in a place where there was better reception for another network as, after being a loyal customer or over 20 years, I am avoiding Vodacom like the plague. They messed with my emails, then deleted a number and hid behind terms and conditions which did not cover them.
So, I will never ask for a Vodacom email address, and, even if you send me a million SMSes. I will never use Vodacom Pay. I just do not trust your systems.
Unless, of course, you get my number back. Then I might think again.
Helpful (0)
Replies (4)0
Replies (4)
Vodacom's replyOfficial
01 Feb 2022, 16:29Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Vodacom's reply01 Feb 2022, 16:29
Official
Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
BS
Bronwen S's updateReviewer Update
04 Feb 2022, 14:49Zanele
I am NOT happy with the way you assisted me, as, if you read what I said on the internet, there WAS activity 6 weeks before you cancelled the line. Also, now the number is NO LONGER IN USE, So why can you not give it back to me?
You sincerely messed up, and are hiding behind contracts, but are NOT LISTENING or reading my complaint properly. 6 weeks is a lot less that 120 days (as per your email which states that you are allowed to cancel a line if it is inactive for 120 days. Why do you not respond to what I said instead of trying to tell me what you have told me over and over again.. which I am posting here:
"This means that when a number has been inactive for a period of 120 consecutive days, that number will be deleted. Customers who have been inactive for a period of 120 days will be placed in Admin Lock Status for an additional 7 days. During this time the customer will not be able to recharge, make or receive calls or send SMS's, at the end of the Admin Lock period the number will be deleted. Activity is defined as: Making or receiving calls, SMS’s, USSD, etc., this includes calls to voicemail (121) and the recharge service (100) and excludes calls to 111, 114, 1082, 199,155,112 any bundles or airtime on that number will be forfeited. "
I did recharge the number every month (as per activity is defined as recharging), but made a mistake and waited for 6 weeks in July, which is when you deleted the number. This is not accurate as per the above paragraph which you have sent me.
"This means that when a number has been inactive for a period of 120 consecutive days, that number will be deleted. Customers who have been inactive for a period of 120 days will be placed in Admin Lock Status for an additional 7 days. During this time the customer will not be able to recharge, make or receive calls or send SMS's, at the end of the Admin Lock period the number will be deleted. Activity is defined as: Making or receiving calls, SMS’s, USSD, etc., this includes calls to voicemail (121) and the recharge service (100) and excludes calls to 111, 114, 1082, 199,155,112 any bundles or airtime on that number will be forfeited. "
I did recharge the number every month (as per activity is defined as recharging), but made a mistake and waited for 6 weeks in July, which is when you deleted the number. This is not accurate as per the above paragraph which you have sent me.
Bronwen Schoombie
BS
Bronwen S's update04 Feb 2022, 14:49
Reviewer Update
Zanele
I am NOT happy with the way you assisted me, as, if you read what I said on the internet, there WAS activity 6 weeks before you cancelled the line. Also, now the number is NO LONGER IN USE, So why can you not give it back to me?
You sincerely messed up, and are hiding behind contracts, but are NOT LISTENING or reading my complaint properly. 6 weeks is a lot less that 120 days (as per your email which states that you are allowed to cancel a line if it is inactive for 120 days. Why do you not respond to what I said instead of trying to tell me what you have told me over and over again.. which I am posting here:
"This means that when a number has been inactive for a period of 120 consecutive days, that number will be deleted. Customers who have been inactive for a period of 120 days will be placed in Admin Lock Status for an additional 7 days. During this time the customer will not be able to recharge, make or receive calls or send SMS's, at the end of the Admin Lock period the number will be deleted. Activity is defined as: Making or receiving calls, SMS’s, USSD, etc., this includes calls to voicemail (121) and the recharge service (100) and excludes calls to 111, 114, 1082, 199,155,112 any bundles or airtime on that number will be forfeited. "
I did recharge the number every month (as per activity is defined as recharging), but made a mistake and waited for 6 weeks in July, which is when you deleted the number. This is not accurate as per the above paragraph which you have sent me.
"This means that when a number has been inactive for a period of 120 consecutive days, that number will be deleted. Customers who have been inactive for a period of 120 days will be placed in Admin Lock Status for an additional 7 days. During this time the customer will not be able to recharge, make or receive calls or send SMS's, at the end of the Admin Lock period the number will be deleted. Activity is defined as: Making or receiving calls, SMS’s, USSD, etc., this includes calls to voicemail (121) and the recharge service (100) and excludes calls to 111, 114, 1082, 199,155,112 any bundles or airtime on that number will be forfeited. "
I did recharge the number every month (as per activity is defined as recharging), but made a mistake and waited for 6 weeks in July, which is when you deleted the number. This is not accurate as per the above paragraph which you have sent me.
Bronwen Schoombie
BS
Bronwen S's updateReviewer Update
04 Feb 2022, 15:12Vodacom keeps saying the number was inactive which is why they deleted it. But it was not inactive. They are a communications company but cannot do a simple thing about a number which is not being used by anyone else.
BS
Bronwen S's update04 Feb 2022, 15:12
Reviewer Update
Vodacom keeps saying the number was inactive which is why they deleted it. But it was not inactive. They are a communications company but cannot do a simple thing about a number which is not being used by anyone else.
BS
Bronwen S's updateReviewer Update
04 Feb 2022, 18:10Aai Vodacom. Stop lying to me:
Here is your response to me:
Here is your response to me:
Thank you for your email.
Please be advised that our record indicates that your number was deleted due to inactivity rule and allocated to another person.
An inactivity rule for prepaid numbers a number will be deleted if it is inactive for a period of 120 consecutive days.
Activity is defined as: Making or receiving calls, SMSs, USSD, GPRS, includes calls to voicemail (121) and the recharge service (100) and it excludes calls to
135, 114, 129, 1082, 199, 155, 112.
Firstly, the number has not been re-allocated as it is NOT in service.
Secondly, you do not read my message properly. My number was inactive for 42 days. Not for 120 days.
You keep telling me it was my fault. Can you not (1) apologise? and (2) actually use your brain and re-activate the number instead of saying, like a child who just does not want to "I can't"? You are a communications company. How do you activate new numbers? Activate this one. It is NOT in use.....
Firstly, the number has not been re-allocated as it is NOT in service.
Secondly, you do not read my message properly. My number was inactive for 42 days. Not for 120 days.
You keep telling me it was my fault. Can you not (1) apologise? and (2) actually use your brain and re-activate the number instead of saying, like a child who just does not want to "I can't"? You are a communications company. How do you activate new numbers? Activate this one. It is NOT in use.....
BS
Bronwen S's update04 Feb 2022, 18:10
Reviewer Update
Aai Vodacom. Stop lying to me:
Here is your response to me:
Here is your response to me:
Thank you for your email.
Please be advised that our record indicates that your number was deleted due to inactivity rule and allocated to another person.
An inactivity rule for prepaid numbers a number will be deleted if it is inactive for a period of 120 consecutive days.
Activity is defined as: Making or receiving calls, SMSs, USSD, GPRS, includes calls to voicemail (121) and the recharge service (100) and it excludes calls to
135, 114, 129, 1082, 199, 155, 112.
Firstly, the number has not been re-allocated as it is NOT in service.
Secondly, you do not read my message properly. My number was inactive for 42 days. Not for 120 days.
You keep telling me it was my fault. Can you not (1) apologise? and (2) actually use your brain and re-activate the number instead of saying, like a child who just does not want to "I can't"? You are a communications company. How do you activate new numbers? Activate this one. It is NOT in use.....
Firstly, the number has not been re-allocated as it is NOT in service.
Secondly, you do not read my message properly. My number was inactive for 42 days. Not for 120 days.
You keep telling me it was my fault. Can you not (1) apologise? and (2) actually use your brain and re-activate the number instead of saying, like a child who just does not want to "I can't"? You are a communications company. How do you activate new numbers? Activate this one. It is NOT in use.....