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JG
Johann G

1 reviews | Active since Oct 2009

02 Dec 2019, 21:56

Vodacom Soft Block after upgrade

Visited Vodastore Woodlands on 30/11 was told we could do an upgrade. 15mins after upgrade I receive a message that I have reached my credit limit and all lines on my contract are soft locked. Go back to store, they log a query we are told to wait 6 hours. almost 20 hours later I phone customer care (only number you can dial on locked phone) and am told that the department responsible for this query only works Mondays to Fridays, but they can unblock my line and hopefully the other 2... okay line unblocked (other 2 not) but it is a start. 8pm Sunday night all 3 Lines blocked again. Phone again, unblock my line only - the sms stating "All lines on account is unblocked" is a blatant lie! Monday morning phone to unblock wife's line. Service consultant was spectacular checking in with my wife every 2 hours all of Monday. Eventually 15:55 on Monday all 3 lines unblocked. But wait 8:15pm all lines blocked again! Same issue. Same phone call to customer care. Same bull sms telling me all 3 lines are unblocked. With nothing. 12 years loyal Vodacom customer. Perfect Vodacom credit record. 3 Contracts. And this is how we get treated. Will we receive our money back for the days we cannot access the network? I doubt it. Should we? Absolutely. We should get a lot more for what we are being put through...

0
Replies (4)
Vodacom
Vodacom's reply03 Dec 2019, 07:12
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 

Best regards,

JG
Johann G's update03 Dec 2019, 09:20
Reviewer Update
Please be advised contacting Customer Care to unblock your lines simply does not work! I have 3 lines on my account. The main line can be unblocked no problem. The other two - seems to be impossible. On top of that been told by Customer Care that until the credit limit issue is resolved there is this will continue to happen every day around 8pm. Like seriously, I logged the request on Saturday! I am terribly unhappy and should be compensated for this - as well as my time spent holding...
Vodacom
Vodacom's reply11 Dec 2019, 11:57
Official
Dear Customer, Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. As per our discussion, your query has now been resolved. Regards Consumer Website Team

Best regards,

JG
Johann G's update11 Dec 2019, 12:00
Reviewer Update
Update: So Lance Gurling from Vodacom phoned. Not to apologise but to tell me that Vodacom does not offer compensation for these matters. Okay fair enough. I was also not offered anything else. Not a free data bundle - nothing. So here are the facts. According to Lance Vodacom should resolve these matters in 60 hours max. My problem logged on the 30th of November was resolved at 8pm on the 6th of November. More than 168 hours after the request. Lance indicated that it is unfortunate that it took them this long to resolve. But there is nothing they can do. My one number had no network access for outgoing calls for almost 7 full days. No data, no voice calls. And the fact that I have a 100% credit record did not help. In short Lance, in his role provided zero customer service to me.