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Claire S

1 reviews | Active since Sept 2019

11 Sept 2019, 14:43

Vodacom faulty contract upgrade on their website

I recently did an upgrade on the Vodacom website. I logged in using my username and password and confirmed that I was due for an upgrade. I chose the phone and package I wanted and selected to upgrade my phone. All went fine, I received my phone - opened it up and moved all my details and everything across from my old phone. 14 days later - I received an invoice from Vodacom and all of a sudden - I have an extra phone number on my account. So IMMEDIATELY phoned Vodacom to see why this was and they told me that I had signed up for a new contract. Nope - I merely upgraded my old one.

The operator told me "no problem" - someone will contact me in the next week so that my new contract can be converted to an upgrade. Great news - NOT SO.

I received a call today and was told - very firmly - that it is not possible to cancel the contract as I have now been using the phone for more than 14 days and tough luck for me - I now have to pay 2 contracts and use 2 phone numbers.

All I am asking - is that Vodacom let me return the phone so that they can cancel the contract that they say I signed up for. And then allow me to upgrade my phone as I already had done on their website.

All I did was use the upgrade facility on the website to upgrade my phone. It didn't say anywhere that I was applying for a totally new contract.

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Replies (3)
Vodacom
Vodacom's reply12 Sept 2019, 07:19
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 
Vodacom
Vodacom's reply19 Sept 2019, 14:34
Official
Dear Customer

Kindly be advised that we were not able to make contact with you. Please call 082135 for any further assistance.
CS
Claire S's update27 Sept 2019, 19:53
Reviewer Update
On Saturday, September 14th 2019, I got a phone call from Vodacom and was told that my problem would be resolved. Someone would phone me within 7 working days to confirm this. Reference number ***. I missed a phone call on Thursday, September 19th as I was teaching during the day. I phoned back in the afternoon as per the comment provided here by Vodacom and stated my reference number. The very helpful lady on the other end did her best to track my problem but said she wasn't sure what the phone call was about and that she would leave a note for the person involved to call me back. I am still waiting for that phone call. In the meantime... I am about to have more than R1000 taken off my bank account because of a fault on the Vodacom website. This is ridiculous. Why can this problem not be resolved? Why has no one returned my communication?