VODACOM disappointing service
i am so fed up with vodacom. i moved to an area where there is no cellphone coverage. i relayed this to vodacom and they said that due to a third party they could not provide coverage to where i am living. They said that after i requested cancelling contract ( many calls later ) that i could cancel with no costs , but to hand my handset back. i told vodacom since august that i need to get another service provider as i am a trauma psychologist and am counselling and working online - hence this is urgent !!!! they assured me that this was all sorted. i think this has gone through the g****vine 20 times , same story and still nothing. i was told by the last customer care cancellations lady to take my phone back to where i bought it and then after that my contract will be cancelled. i did this today - and found out that this is not protocol. the vodacom franchise said this is not happening and sent me off - i have not paid this months bill now as i am not continuing to pay for no service provided . vodacom is calling me relentlessly to tell me to pay my bill, which i am ignoring. (im sure they will waste no time in cutting my number ) i am in the meantime missing important urgent calls from hospitals and patients due to no calls coming through. i am desperate as not one single person can help me. they all talk the talk and do nothing to solve this. i am desperately needing someone at vodacom to sort this out. i have been a loyal customer since 1980 something. No loyalty or care reciprocated . Not sure why they call it customer care.? anyone out there who can help me resolve this.
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Vodacom's replyOfficial
14 Nov 2020, 13:12 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
Vodacom's reply14 Nov 2020, 13:12
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
's updateReviewer Update
16 Nov 2020, 13:19 STILL NO JOY.
I am hoping someone from Voadacom will get in touch with me before week end, before they cut my phone off!!!
16 November 2020 To whom it may concern, Re cancellation of Vodacom contract on *** It is with utter disappointment that I am writing this mail to you. I have been a loyal, paying Vodacom client since 1980. I relocated to Hout Bay at the end of July 2020. I was bitterly disappointed when I found out that there is no cellphone coverage in the area where I live. After many complaints to Vodacom customer care as well as the Technical Department, I was informed that no boosters or antennas could be erected, as a third party is involved. Therefore I have no cellphone coverage at all. Being a Trauma Psychologist working at hospitals, at home and online, cellular coverage is crucial in my profession. This was explained to all the operators which I have dealt with in my attempt to resolve the issue. I was informed that the only alternative was to cancel my contract with Vodacom and enter into an agreement with a cellular provider which do provide coverage. After many attempts to cancel the agreement, and endless phone calls and emails, I was finally provided with a reference number and was informed that my contract is going to be cancelled and that the query with reference no *** has been resolved. I was however informed, in order to avoid a penalty for cancelling the contract, Vodacom will take back my handset. Texts with reference numbers were forwarded , informing me that Vodacom will send someone to collect the handset. After following up with Vodacom Customer Care and the Cancellation Department again, I was now given a new instruction. According to the lady, I was requested to take the handset to the store where I purchased it. Between my consultations I attempted to do that and drove to Kommetjie, to comply with the lady’s instruction. The consultant who assisting me at the store informed me that it is not protocol and that they are not entitled to take my handset. In utter dismay and frustration, I wrote another mail to the Vodacom Customer care. The lady informed me that I have to start the process again and contact the Cancelation Department. Since August I tried to cancel the agreement. I spoke to numerous operators at Customer care, the Technical as well as the Cancellation Department and still no one can help me. I have been provided with more than 20 texts with various reference numbers informing me that the issue is either escalated or attended to and many indicates that the problem was resolved. Some of these reference numbers are; ******************************
On the 7th of October 2020 I received a mail from Vodacom asking me if I am going to keep the handset or return it. As there is no mail address to respond to, I dealt with the Customer Care department as mentioned above. On the 7th of November another mail was received informing me that the Collections Department will make contact to assist with the collection of my handset. Up to today, nobody has made contact with me. It is incredibly frustrating to deal with a company who is not capable to comply with a simple request.
Cellphone coverage is vital to conduct my business. Numerous Doctors, desperately trying to get hold of me because of emergencies, can’t get hold of me due to the lack of coverage. For this reason I requested Vodacom to rather cancel the agreement but allow me to keep my number. In the mean time, Vodacom still relentlessly phones me reminding me that my account was not paid. Surely you can’t be expected to pay for services not provided. This is totally against the principals of the Consumer Protection Act. I am shocked and saddened by the lack of “customer-care” provided by Vodacom. I trust that you could resolve the issue once and for all. Surely my issue is not so complicated that nobody at Vodacom can assist me. I have been trying for months to arrange it and today Vodacom threatens to cut my phone off. This is unacceptable. I beg you to comply with my sincere request. Yours faithfully Robyn Wolff
I am hoping someone from Voadacom will get in touch with me before week end, before they cut my phone off!!!
16 November 2020 To whom it may concern, Re cancellation of Vodacom contract on *** It is with utter disappointment that I am writing this mail to you. I have been a loyal, paying Vodacom client since 1980. I relocated to Hout Bay at the end of July 2020. I was bitterly disappointed when I found out that there is no cellphone coverage in the area where I live. After many complaints to Vodacom customer care as well as the Technical Department, I was informed that no boosters or antennas could be erected, as a third party is involved. Therefore I have no cellphone coverage at all. Being a Trauma Psychologist working at hospitals, at home and online, cellular coverage is crucial in my profession. This was explained to all the operators which I have dealt with in my attempt to resolve the issue. I was informed that the only alternative was to cancel my contract with Vodacom and enter into an agreement with a cellular provider which do provide coverage. After many attempts to cancel the agreement, and endless phone calls and emails, I was finally provided with a reference number and was informed that my contract is going to be cancelled and that the query with reference no *** has been resolved. I was however informed, in order to avoid a penalty for cancelling the contract, Vodacom will take back my handset. Texts with reference numbers were forwarded , informing me that Vodacom will send someone to collect the handset. After following up with Vodacom Customer Care and the Cancellation Department again, I was now given a new instruction. According to the lady, I was requested to take the handset to the store where I purchased it. Between my consultations I attempted to do that and drove to Kommetjie, to comply with the lady’s instruction. The consultant who assisting me at the store informed me that it is not protocol and that they are not entitled to take my handset. In utter dismay and frustration, I wrote another mail to the Vodacom Customer care. The lady informed me that I have to start the process again and contact the Cancelation Department. Since August I tried to cancel the agreement. I spoke to numerous operators at Customer care, the Technical as well as the Cancellation Department and still no one can help me. I have been provided with more than 20 texts with various reference numbers informing me that the issue is either escalated or attended to and many indicates that the problem was resolved. Some of these reference numbers are; ******************************
On the 7th of October 2020 I received a mail from Vodacom asking me if I am going to keep the handset or return it. As there is no mail address to respond to, I dealt with the Customer Care department as mentioned above. On the 7th of November another mail was received informing me that the Collections Department will make contact to assist with the collection of my handset. Up to today, nobody has made contact with me. It is incredibly frustrating to deal with a company who is not capable to comply with a simple request.
Cellphone coverage is vital to conduct my business. Numerous Doctors, desperately trying to get hold of me because of emergencies, can’t get hold of me due to the lack of coverage. For this reason I requested Vodacom to rather cancel the agreement but allow me to keep my number. In the mean time, Vodacom still relentlessly phones me reminding me that my account was not paid. Surely you can’t be expected to pay for services not provided. This is totally against the principals of the Consumer Protection Act. I am shocked and saddened by the lack of “customer-care” provided by Vodacom. I trust that you could resolve the issue once and for all. Surely my issue is not so complicated that nobody at Vodacom can assist me. I have been trying for months to arrange it and today Vodacom threatens to cut my phone off. This is unacceptable. I beg you to comply with my sincere request. Yours faithfully Robyn Wolff
's update16 Nov 2020, 13:19
Reviewer Update
STILL NO JOY.
I am hoping someone from Voadacom will get in touch with me before week end, before they cut my phone off!!!
16 November 2020 To whom it may concern, Re cancellation of Vodacom contract on *** It is with utter disappointment that I am writing this mail to you. I have been a loyal, paying Vodacom client since 1980. I relocated to Hout Bay at the end of July 2020. I was bitterly disappointed when I found out that there is no cellphone coverage in the area where I live. After many complaints to Vodacom customer care as well as the Technical Department, I was informed that no boosters or antennas could be erected, as a third party is involved. Therefore I have no cellphone coverage at all. Being a Trauma Psychologist working at hospitals, at home and online, cellular coverage is crucial in my profession. This was explained to all the operators which I have dealt with in my attempt to resolve the issue. I was informed that the only alternative was to cancel my contract with Vodacom and enter into an agreement with a cellular provider which do provide coverage. After many attempts to cancel the agreement, and endless phone calls and emails, I was finally provided with a reference number and was informed that my contract is going to be cancelled and that the query with reference no *** has been resolved. I was however informed, in order to avoid a penalty for cancelling the contract, Vodacom will take back my handset. Texts with reference numbers were forwarded , informing me that Vodacom will send someone to collect the handset. After following up with Vodacom Customer Care and the Cancellation Department again, I was now given a new instruction. According to the lady, I was requested to take the handset to the store where I purchased it. Between my consultations I attempted to do that and drove to Kommetjie, to comply with the lady’s instruction. The consultant who assisting me at the store informed me that it is not protocol and that they are not entitled to take my handset. In utter dismay and frustration, I wrote another mail to the Vodacom Customer care. The lady informed me that I have to start the process again and contact the Cancelation Department. Since August I tried to cancel the agreement. I spoke to numerous operators at Customer care, the Technical as well as the Cancellation Department and still no one can help me. I have been provided with more than 20 texts with various reference numbers informing me that the issue is either escalated or attended to and many indicates that the problem was resolved. Some of these reference numbers are; ******************************
On the 7th of October 2020 I received a mail from Vodacom asking me if I am going to keep the handset or return it. As there is no mail address to respond to, I dealt with the Customer Care department as mentioned above. On the 7th of November another mail was received informing me that the Collections Department will make contact to assist with the collection of my handset. Up to today, nobody has made contact with me. It is incredibly frustrating to deal with a company who is not capable to comply with a simple request.
Cellphone coverage is vital to conduct my business. Numerous Doctors, desperately trying to get hold of me because of emergencies, can’t get hold of me due to the lack of coverage. For this reason I requested Vodacom to rather cancel the agreement but allow me to keep my number. In the mean time, Vodacom still relentlessly phones me reminding me that my account was not paid. Surely you can’t be expected to pay for services not provided. This is totally against the principals of the Consumer Protection Act. I am shocked and saddened by the lack of “customer-care” provided by Vodacom. I trust that you could resolve the issue once and for all. Surely my issue is not so complicated that nobody at Vodacom can assist me. I have been trying for months to arrange it and today Vodacom threatens to cut my phone off. This is unacceptable. I beg you to comply with my sincere request. Yours faithfully Robyn Wolff
I am hoping someone from Voadacom will get in touch with me before week end, before they cut my phone off!!!
16 November 2020 To whom it may concern, Re cancellation of Vodacom contract on *** It is with utter disappointment that I am writing this mail to you. I have been a loyal, paying Vodacom client since 1980. I relocated to Hout Bay at the end of July 2020. I was bitterly disappointed when I found out that there is no cellphone coverage in the area where I live. After many complaints to Vodacom customer care as well as the Technical Department, I was informed that no boosters or antennas could be erected, as a third party is involved. Therefore I have no cellphone coverage at all. Being a Trauma Psychologist working at hospitals, at home and online, cellular coverage is crucial in my profession. This was explained to all the operators which I have dealt with in my attempt to resolve the issue. I was informed that the only alternative was to cancel my contract with Vodacom and enter into an agreement with a cellular provider which do provide coverage. After many attempts to cancel the agreement, and endless phone calls and emails, I was finally provided with a reference number and was informed that my contract is going to be cancelled and that the query with reference no *** has been resolved. I was however informed, in order to avoid a penalty for cancelling the contract, Vodacom will take back my handset. Texts with reference numbers were forwarded , informing me that Vodacom will send someone to collect the handset. After following up with Vodacom Customer Care and the Cancellation Department again, I was now given a new instruction. According to the lady, I was requested to take the handset to the store where I purchased it. Between my consultations I attempted to do that and drove to Kommetjie, to comply with the lady’s instruction. The consultant who assisting me at the store informed me that it is not protocol and that they are not entitled to take my handset. In utter dismay and frustration, I wrote another mail to the Vodacom Customer care. The lady informed me that I have to start the process again and contact the Cancelation Department. Since August I tried to cancel the agreement. I spoke to numerous operators at Customer care, the Technical as well as the Cancellation Department and still no one can help me. I have been provided with more than 20 texts with various reference numbers informing me that the issue is either escalated or attended to and many indicates that the problem was resolved. Some of these reference numbers are; ******************************
On the 7th of October 2020 I received a mail from Vodacom asking me if I am going to keep the handset or return it. As there is no mail address to respond to, I dealt with the Customer Care department as mentioned above. On the 7th of November another mail was received informing me that the Collections Department will make contact to assist with the collection of my handset. Up to today, nobody has made contact with me. It is incredibly frustrating to deal with a company who is not capable to comply with a simple request.
Cellphone coverage is vital to conduct my business. Numerous Doctors, desperately trying to get hold of me because of emergencies, can’t get hold of me due to the lack of coverage. For this reason I requested Vodacom to rather cancel the agreement but allow me to keep my number. In the mean time, Vodacom still relentlessly phones me reminding me that my account was not paid. Surely you can’t be expected to pay for services not provided. This is totally against the principals of the Consumer Protection Act. I am shocked and saddened by the lack of “customer-care” provided by Vodacom. I trust that you could resolve the issue once and for all. Surely my issue is not so complicated that nobody at Vodacom can assist me. I have been trying for months to arrange it and today Vodacom threatens to cut my phone off. This is unacceptable. I beg you to comply with my sincere request. Yours faithfully Robyn Wolff