1 reviews | Active since Jan 2021
Vodacom makes mistake and I must pay for it
I recently had a Very bad experience with Vodacom.
Over the December 2020 holidays, I needed extra data and went on the Vodacom App to buy data. With a shock I saw that my account has not been paid since September 2020. I immediately made a cash payment to ensure that my account is paid.
I waited for the next debit order date (4 January 2021) to check if the payment would go off, which was the arrangement I made at the start of my contract.
When the payment did not go off, I contacted Vodacom on the 5th to query why my payments did not go off. The consultant that I spoke to said that they received instruction to stop my debit order. When I asked who gave the instruction, she could not give me an answer and said that is was a mistake made on their side. She also said that she would restart my debit order and that the 4 January payment would go off immediately. Before ending the call, I confirmed whether I needed to so something and she said no.
On the 8th of January when I needed to make a call, I got a voice message stating that my account has been blocked. I immediately phoned Vodacom once again and had to hear that I was supposed to make a cash payment and that my account was blocked because I did not. This was NOT what was communicated to me. Just to make sure that my account was up to date, I made another cash payment, because I was afraid that my credit history would be bad if my payments were not made. I was also told that only the accounts department would be able to help me and that I could only call them on the 9th.
On the morning of the 9th of January 2021 I phoned the accounts department. There I heard that I had to pay an unlocking fee and that they could still not tell me who gave the order to stop my debit order. In the call, the consultant confirmed that "the other consultants **** to you".
When I asked for a written confirmation that the error was not mine, to receive the recodings of the calls and to speak to someone that would be able to assist, the consultant told me that there was no one that would be able to help me and that she could not send me the email or calls I requested.
How can this be possible? I was the one that contacted Vodacom regarding an error they made, but now I must pay the price?
I have my private banker on speed dial and immediately contacted her. I confirmed that the issue is not with my bank.
I was also told that if the next payment did not go off on 1 February 2021 that I would start paying penalties for each day that the payment does not go off.
I asked if I could check my statement on 1 February and make a cash payment if the payment still did not go off, but was told that their system takes about 2 days to reflect the payment. This would mean a penalty of over R200 if the payment did not go off, even though I was more than willing to pay the amount immediately.
The query was not resolved, but I received a message from Vodacom stating that it was resolved.
How is it not possible for Vodacom so solve this issue?
I have my private banker on speed dial and immediately contacted her. I confirmed that the issue is not with my bank.
I was also told that if the next payment did not go off on 1 February 2021 that I would start paying penalties for each day that the payment does not go off.
I asked if I could check my statement on 1 February and make a cash payment if the payment still did not go off, but was told that their system takes about 2 days to reflect the payment. This would mean a penalty of over R200 if the payment did not go off, even though I was more than willing to pay the amount immediately.
The query was not resolved, but I received a message from Vodacom stating that it was resolved.
How is it not possible for Vodacom so solve this issue?