SR
Shivan R
1 reviews | Active since Nov 2011
01 Oct 2023, 09:30
Vodacom Fibre - constant payment issues
Firstly I signed up with vodacom prepaid 28day Fibre 2 years ago. I asked the consultant if I would be able to change over to the recurring option to a later stage, "she yes you can". After a few months of not getting the monthly payment links automatically as I was told, I decided to try to speak to someone who could assist me but again no joy. All I am ever told is that I cannot change to the recurring option so I am going to have to call the call centre after every 28 days to get a payment link sent to me. Which I am doing. Now I cannot get through to the call centre and a new way of paying whereby it automatically takes you to an easypay/online payment page which again doesn't work unless you are connected to that wifi network that you are trying to pay for which doesn't have internet connection so obviously it doesn't load the online payment page. Easy pay is now taking me back to the first page with the options to pay so that is also a dead end.
My problem with vodacom is lies and passing the blame.. I have been wasting nemerous hours calling vodacom and trying to get payment links over the last 2 years. I am fed up of doing this. I currently have no internet at home because I cannot get through to the Fibre call Centre and your payment options don't work.
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Replies (3)0
Replies (3)
Vodacom's replyOfficial
02 Oct 2023, 08:01Dear 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 reply02 Oct 2023, 08:01
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's replyOfficial
02 Oct 2023, 08:04Dear 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 reply02 Oct 2023, 08:04
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
SR
Shivan R's updateReviewer Update
08 Nov 2023, 19:50So yes Vodacom did contact me, however still unable to assist me with my query. I did ask the guy that called at the end of the call, how do I go about canceling my Fibre service? He just said call *** and ask to cancel, is there anything else that I can help you with. I am very disappointed with the service I have been receiving from vodacom.
Finally I did call vodacom and cancel my service, however after speaking to a very friendly and kind lady, she convinced me that I should stay with vodacom and there is a way for her to help me with a way forward but first step is to cancel my line and then reapply for a new Fibre line. Which I tried to do. She canceled the line and then I was put through to the sales department, the first guy I spoke to told me "I will be with you shortly" and then hung up the line.
I called back, spoke to another guy, he asked how he can help me, I explained my whole situation and that the previous guy just cut the call on me, to which he rep**** I'm sorry the line is breaking up, can you repeat. Which I did, then says that he cannot assist me as he is not authorized to change products so I said I'm not changing a product but reapplying for a new service. He went on arguing with me that I didn't tell him I already canceled my service and didn't want to help me because he kept asking me how do I want him to help me. I then hung up.
Called again. This is not the 4th call. Spoke to a very polite and helpful lady. After a very long conversation with her, she could not assist me as well but did apologize for her colleagues beahviour. I do appreciate the 2 ladies that assisted me in my ordeal.
My complaint is that vodacom staff is clearly not trained well enough and neither are their team leaders or managers. The only thing that vodacom did efficiently without me having to call back is canceling my service with vodacom. Surprisingly enough, other companies will try their very best to retain a customer and try every possible way to keep them but vodacom was fine to lose a long time customer. But after 2 years of hell with vodacom, I can't put up with this anymore. I am very disappointed with the service and will not want to deal with vodacom anymore.
Finally I did call vodacom and cancel my service, however after speaking to a very friendly and kind lady, she convinced me that I should stay with vodacom and there is a way for her to help me with a way forward but first step is to cancel my line and then reapply for a new Fibre line. Which I tried to do. She canceled the line and then I was put through to the sales department, the first guy I spoke to told me "I will be with you shortly" and then hung up the line.
I called back, spoke to another guy, he asked how he can help me, I explained my whole situation and that the previous guy just cut the call on me, to which he rep**** I'm sorry the line is breaking up, can you repeat. Which I did, then says that he cannot assist me as he is not authorized to change products so I said I'm not changing a product but reapplying for a new service. He went on arguing with me that I didn't tell him I already canceled my service and didn't want to help me because he kept asking me how do I want him to help me. I then hung up.
Called again. This is not the 4th call. Spoke to a very polite and helpful lady. After a very long conversation with her, she could not assist me as well but did apologize for her colleagues beahviour. I do appreciate the 2 ladies that assisted me in my ordeal.
My complaint is that vodacom staff is clearly not trained well enough and neither are their team leaders or managers. The only thing that vodacom did efficiently without me having to call back is canceling my service with vodacom. Surprisingly enough, other companies will try their very best to retain a customer and try every possible way to keep them but vodacom was fine to lose a long time customer. But after 2 years of hell with vodacom, I can't put up with this anymore. I am very disappointed with the service and will not want to deal with vodacom anymore.
SR
Shivan R's update08 Nov 2023, 19:50
Reviewer Update
So yes Vodacom did contact me, however still unable to assist me with my query. I did ask the guy that called at the end of the call, how do I go about canceling my Fibre service? He just said call *** and ask to cancel, is there anything else that I can help you with. I am very disappointed with the service I have been receiving from vodacom.
Finally I did call vodacom and cancel my service, however after speaking to a very friendly and kind lady, she convinced me that I should stay with vodacom and there is a way for her to help me with a way forward but first step is to cancel my line and then reapply for a new Fibre line. Which I tried to do. She canceled the line and then I was put through to the sales department, the first guy I spoke to told me "I will be with you shortly" and then hung up the line.
I called back, spoke to another guy, he asked how he can help me, I explained my whole situation and that the previous guy just cut the call on me, to which he rep**** I'm sorry the line is breaking up, can you repeat. Which I did, then says that he cannot assist me as he is not authorized to change products so I said I'm not changing a product but reapplying for a new service. He went on arguing with me that I didn't tell him I already canceled my service and didn't want to help me because he kept asking me how do I want him to help me. I then hung up.
Called again. This is not the 4th call. Spoke to a very polite and helpful lady. After a very long conversation with her, she could not assist me as well but did apologize for her colleagues beahviour. I do appreciate the 2 ladies that assisted me in my ordeal.
My complaint is that vodacom staff is clearly not trained well enough and neither are their team leaders or managers. The only thing that vodacom did efficiently without me having to call back is canceling my service with vodacom. Surprisingly enough, other companies will try their very best to retain a customer and try every possible way to keep them but vodacom was fine to lose a long time customer. But after 2 years of hell with vodacom, I can't put up with this anymore. I am very disappointed with the service and will not want to deal with vodacom anymore.
Finally I did call vodacom and cancel my service, however after speaking to a very friendly and kind lady, she convinced me that I should stay with vodacom and there is a way for her to help me with a way forward but first step is to cancel my line and then reapply for a new Fibre line. Which I tried to do. She canceled the line and then I was put through to the sales department, the first guy I spoke to told me "I will be with you shortly" and then hung up the line.
I called back, spoke to another guy, he asked how he can help me, I explained my whole situation and that the previous guy just cut the call on me, to which he rep**** I'm sorry the line is breaking up, can you repeat. Which I did, then says that he cannot assist me as he is not authorized to change products so I said I'm not changing a product but reapplying for a new service. He went on arguing with me that I didn't tell him I already canceled my service and didn't want to help me because he kept asking me how do I want him to help me. I then hung up.
Called again. This is not the 4th call. Spoke to a very polite and helpful lady. After a very long conversation with her, she could not assist me as well but did apologize for her colleagues beahviour. I do appreciate the 2 ladies that assisted me in my ordeal.
My complaint is that vodacom staff is clearly not trained well enough and neither are their team leaders or managers. The only thing that vodacom did efficiently without me having to call back is canceling my service with vodacom. Surprisingly enough, other companies will try their very best to retain a customer and try every possible way to keep them but vodacom was fine to lose a long time customer. But after 2 years of hell with vodacom, I can't put up with this anymore. I am very disappointed with the service and will not want to deal with vodacom anymore.