1 reviews | Active since Dec 2016
Vodacom, how long is 24 hrs, what is excessive, and what is a limit?
<p>Earlier in the year I had an excessive out of bundle data account of some R2300. I requested Vodacom to limit my data usage to within my bundle, to prevent further episodes of unsolicited data usage. I received an SMS confirming that the number has been added to “the call limit system”. The end of September I receive a SMS on a different number warning me of “excessive data usage of some R6300”. My question – when is a limit a limit? And when is excessive if ones normal usage is 2G at R109?</p> <p>I contacted Vodacom per e-mail on the 30th September to sort the issue out. On 11 Oct I reminded Vodacom that they have not responded within the 24 hrs as per automated mail. I received a request to forward e-mail to another mail ref EC-04C3-2CPSUF. I obliged and later had a request to send a mail to another address. From the 1 Nov I sent more than 20 e-mails to Vodacom, as well as replies to SMS’s threatening suspension of my services. By then I was sending mails virtually every second day to prevent a suspension of my service, collecting ref no EC-04FL29-RYOV, EC 0403-2CRSUF, EC-04FE-2VOC2E, EC-04FL-29RYOV. On 29 Nov I received a goodwill letter informing me that the data will be converted to bundle rates and a credit will be passed. I accepted conditionally as that was not the outcome I wanted, I do not want to be pay for data which is not included in my package, or have been prepaid for.</p> <p>Late afternoon on the 29th Nov my service was suspended. My account was up to date, except for the disputed amount, and as the credit was passed only my normal amount was due on the 30th, nevertheless I paid an amount more than my normal account on the 29th, and phoned customer service. A call back promises never realised, and I sent proof of payment early on Tuesday. I eventually got to speak to a consultant who confirmed the credit was passed but the payment does not reflect. I mailed the proof of payment again to another two addresses. On Wednesday 1 Dec still have no service, nobody has called me back, no real response to e-mails, no access to a consultant. Vodacom reacts 2 months after I initiated the query, now leaves me in a predicament where a family member who cares for an infant, has no means of communicating. Even her pre-paid data for WhatsApp usage is blocked.</p> <p>I have been a Vodacom customer for more than 20 yrs, and I am utterly dissapointed with the service in this regard.</p> <p> </p>
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
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
Once again, despite above and other numerous call back promises done by automated messages, by Friday morning I had yet not been contacted by Vodacom, and was still disconnected.
Adamant to get a result before the week- end, I tackled the customer service number again. Listening to the same automated voice message. Going through all the automated actions. Getting cut off, starting again, eventually got to speak to a consultant with automated robotic questions and answers. Highly agitated I have to go through the security questions, just for the consultant to tell me my account is in arrears with the amount which Vodacom confirmed per e-mail 5 days earlier they will give me a credit for. I lost it and degraded myself by verbally abusing the poor consultant which then had to suffer for Vodacom’s ill doings. I asked to speak to a manager, gets the same answer with no solution offered but to pay the arrears. After more verbal abuse, he offers to put me through to a manager. Goodness, that’s what I thought he was. I never got to speak to a manager, the automated menu option message came on again, I had been on the phone for an hour, my colleagues were ***ering in the corners or were on Google looking for a straight jacket. I gave up.
Vodacom’s online, website and phone-in assistance in my instance was an absolute disaster and atrocious.
(Ps. My sincere apologies to the two consultants. )
(Pss. There was a happy ending though. )
Once again, despite above and other numerous call back promises done by automated messages, by Friday morning I had yet not been contacted by Vodacom, and was still disconnected.
Adamant to get a result before the week- end, I tackled the customer service number again. Listening to the same automated voice message. Going through all the automated actions. Getting cut off, starting again, eventually got to speak to a consultant with automated robotic questions and answers. Highly agitated I have to go through the security questions, just for the consultant to tell me my account is in arrears with the amount which Vodacom confirmed per e-mail 5 days earlier they will give me a credit for. I lost it and degraded myself by verbally abusing the poor consultant which then had to suffer for Vodacom’s ill doings. I asked to speak to a manager, gets the same answer with no solution offered but to pay the arrears. After more verbal abuse, he offers to put me through to a manager. Goodness, that’s what I thought he was. I never got to speak to a manager, the automated menu option message came on again, I had been on the phone for an hour, my colleagues were ***ering in the corners or were on Google looking for a straight jacket. I gave up.
Vodacom’s online, website and phone-in assistance in my instance was an absolute disaster and atrocious.
(Ps. My sincere apologies to the two consultants. )
(Pss. There was a happy ending though. )