1 reviews | Active since Apr 2014
Vodacom repeated struggles
On the 1st of July 2019 I phoned Vodacom to cancel my contract that ended in June 2018 already, since I could get a better deal at a competitor service provider. Lebo, the operator at Vodacom, asked that if Vodacom gave me a counter offer if I would consider to stay with Vodacom. I asked Lebo to send me the offer in writing via email. On the 2nd of July, Lebo phoned me and asked me if I would like to accept the offer. I asked if Vodacom could make the offer on the bigger iPhone device same as the competitor service providers offer. Lebo never phoned me back.
Roughly a week later, after discussing it with my husband, we decided that since we have been Vodacom customers for 20 years and they are prepared to give me a counter offer, even though it is on a smaller device, we would stay with Vodacom out of loyalty. I phoned the customer service center and asked to accept the offer that was mailed to me by Lebo. The operator said she will send Lebo an email to phone me. A few days later I phoned again since Lebo still did not phone me back, I told the operator that I am not interested in speaking to Lebo since Lebo clearly is not interested in keeping me as a Vodacom customer, this operator informed me that he is unable to process my request as my profile is loaded on the old system. The operator promised to phone me back. This scenario repeated itself where I had to phone Vodacom since the operators never phoned me back as promise. I spoke to Lebo, Andile, Steve, just to name a few. Finally I phoned the customer care service department again and spoke to Retention who processed the agreed upon counter offer that was mailed to me.
The offer was for the Smart M Plus package consisting of 400 anytime minutes, 400 sms' and 900mb of data for R1209- per month. Per the counter offer, they offered me an additional 5GB of data every month for the following 24months.
In the process with no operator phoning me back as promised, they ran out of GOLD iPhone XS 64GB and I had to settle for the Space Grey device.
A few days later I received an sms that my upgrade had been processed. I phoned the number supp**** for queries *** and asked them to please inform me what was processed. The 5GB was not processed and I informed them of the arrangement where they said they will process the 5GB on the 31st of July.
On the 29th of July I phoned again and asked them when the courier was going to deliver my device. The operator informed me that RAM, the courier company, could not deliver my device as they did not have my contact number. I told the operator that this is surely a joke as Vodacom surely has my contact information since they are my service provider. The operator said she will phone RAM and give them my contact information. I asked her to please check what was going to be loaded when the upgrade is processed. She said it is going to be the Smart M Plus package with an additional 1GB data for 24 months. I informed her that it is supposed to be 5GB for 24 months and not 1GB and that I already phoned to sort this out and I CAN NOT UNDERSTAND why I have to struggle with Vodacom so much and keep on phoning them since they never phone me back and do not process the package as agreed upon and that I have the agreement in writing. I also reminded her that they can listen to the voice recording to what was agreed upon.
So...guess what!!! Today is the 1st of August and the 5GB WAS NOT LOADED as promised.
I phoned the customer service center again and as usual you are unable to ever speak to the same operator as previously. This operator can also conveniently not access my account as it is on the old system. Why did Vodacom not load me on the new system when processing the upgrade, and must I just accept that I am unable to receive customer service since I have been a loyal customer for 20 years and am now still loaded on the old system.
So the operator, Kamo, informs me that he phoned Bridgette at the upgrades department and she does not know what is going on and needs to investigate.
I AM NOW TIRED OF STRUGGLING WITH VODACOM TO KEEP THEIR END OF THE AGREEMENT, WHETHER IT IS TO PHONE ME BACK WHEN PROMISED SO, OR TO LOAD MY DATA WITH MY UPGRADE AS PER OUR WRITTEN AND VERBAL AGREEMENT.
On the 25th of each month Vodacom is very quick to deduct their debit order from my account, but when I need customer service it is impossible!!!!
During September Vodacom did not load my 5GB RECURRENT DATA as PROMISED!!!!!
Yesterday on the 1st of October, same story, the 5GB RECURRENT DATA was not loaded. I phoned Vodacom customer care this morning where they just inform me that they need to mail the upgrades department where this issue will now be escalated and investigated.
I asked the operator how this is possible that this issue is still not sorted out after all the previous struggles and frustration to sort this out. DOES VODACOM NOT LOAD WHAT IS PROMISED TO THE CUSTOMERS???!!!!! I HAVE THIS OFFER IN WRITING FROM VODACOM ON MAIL WHERE I WAS PROMISED 5GB recurring over 24 months AS ALREADY COMMUNICATED DURING MY FIRST STRUGGLES. I EVEN ASKED THE OPERATOR IF I CAN FORWARD THIS MAIL TO VODACOM AS PROOF, OR VODACOM CAN GO PULL ALL THE TAPES WHERE OUR CONVERSATIONS WAS SUPPOSED TO BE RECORDED WHERE THIS OFFER WAS ALSO VERBALLY OFFERED TO ME BY VODACOM AND ACCEPTED BY ME. The operator just said that it is not necessary and that the upgrades department will investigate this matter.
I AM NOW TIRED OF THIS NONSENSE AND ABSOLUTE INCONVENIENCE EXPERIENCED SINCE VODACOM EMPLOYEES ARE OBVIOUSLY NOT ABLE TO DO THEIR JOBS.
I AM FED UP HAVING TO PHONE VODACOM CONSTANTLY TO FIX THE SAME ISSUE OVER AND OVER AGAIN!!!!!!
ONCE AGAIN VODACOM IS SO FAST TO DEDUCT PAYMENTS EACH MONTH, BUT THEIR END OF THE DEAL IS NOT BEING HELD.
THEY NOT ONLY OWE ME 5GB FROM LAST MONTH, THEY DID NOT GIVE ME MY 5GB FOR OCTOBER AND ACCORDING TO THE OPERATOR THE 5GB WAS NOT LOADED AS RECURRENT OVER THE 24MONTHS AS PER OUR AGREED CONTRACT!!!!!!!
During September Vodacom did not load my 5GB RECURRENT DATA as PROMISED!!!!!
Yesterday on the 1st of October, same story, the 5GB RECURRENT DATA was not loaded. I phoned Vodacom customer care this morning where they just inform me that they need to mail the upgrades department where this issue will now be escalated and investigated.
I asked the operator how this is possible that this issue is still not sorted out after all the previous struggles and frustration to sort this out. DOES VODACOM NOT LOAD WHAT IS PROMISED TO THE CUSTOMERS???!!!!! I HAVE THIS OFFER IN WRITING FROM VODACOM ON MAIL WHERE I WAS PROMISED 5GB recurring over 24 months AS ALREADY COMMUNICATED DURING MY FIRST STRUGGLES. I EVEN ASKED THE OPERATOR IF I CAN FORWARD THIS MAIL TO VODACOM AS PROOF, OR VODACOM CAN GO PULL ALL THE TAPES WHERE OUR CONVERSATIONS WAS SUPPOSED TO BE RECORDED WHERE THIS OFFER WAS ALSO VERBALLY OFFERED TO ME BY VODACOM AND ACCEPTED BY ME. The operator just said that it is not necessary and that the upgrades department will investigate this matter.
I AM NOW TIRED OF THIS NONSENSE AND ABSOLUTE INCONVENIENCE EXPERIENCED SINCE VODACOM EMPLOYEES ARE OBVIOUSLY NOT ABLE TO DO THEIR JOBS.
I AM FED UP HAVING TO PHONE VODACOM CONSTANTLY TO FIX THE SAME ISSUE OVER AND OVER AGAIN!!!!!!
ONCE AGAIN VODACOM IS SO FAST TO DEDUCT PAYMENTS EACH MONTH, BUT THEIR END OF THE DEAL IS NOT BEING HELD.
THEY NOT ONLY OWE ME 5GB FROM LAST MONTH, THEY DID NOT GIVE ME MY 5GB FOR OCTOBER AND ACCORDING TO THE OPERATOR THE 5GB WAS NOT LOADED AS RECURRENT OVER THE 24MONTHS AS PER OUR AGREED CONTRACT!!!!!!!