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F C

1 reviews | Active since Jul 2010

25 Apr 2019, 08:42

Vodacom still *****ing customer data

I was annoyed when Vodacom stole around 200Mb of data from me at the end of last week, rather than rolling it over after the bundle "expired". I anticipated under the new ICASA regulations that the data would be rolled over for the period of the bundle. It was a 14 day bundle.

Not so said an actual person to me on my third attempt to speak to an actual person and not an SMS chatbot on Vodacom's 082135 "customer care" line. Only bundles that are valid for 30 days can be rolled over. The rol***** must be activated 3 days before the expiry of the current bundle by purchasing the same bundle again. In other words, Vodacom is effectively still charging customers by forcing them to buy a bundle they don't yet need.

I challenge anyone to find information on the Vodacom website about what data can be rolled over and under what conditions. If it's there, I could not find it using either a google search, the search function on the Vodacom website or by trawling around on the website.

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Replies (3)
Vodacom
Vodacom's reply25 Apr 2019, 08:56
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,

FC
F C's update25 Apr 2019, 09:15
Reviewer Update
Somebody did actually phone me back, thank you, and informed me that any bundle - and not just 30 day bundles, as I was incorrectly informed on the call - can be rolled over by the following USSD process: *135# Services Data rol***** The problem is that there is no such option in the menus that follow "Services". The only option that seems vaguely related is a "data refill" option, which for prepaid customers means buying a 3 day 10Mb bundle, but nothing about rolling over unused data. So, after two "customer care" calls and searching the Vodacom website, I am still no closer to being able to roll over unused data.
FC
F C's update25 Apr 2019, 10:52
Reviewer Update
I have again been contacted by Vodacom about this. Kudos to them for wanting to get this resolved. * It seems that if you have a data bundle, and buy the same bundle again three days before the expiry of that bundle, then any unused data will be rolled over for the duration on one bundle "life cycle" e.g., 14 days for a 14 day 1Gb bundle. This process is automatic and there is no need to do any USSD process. * The person who phoned me told me that she had herself looked for the relevant information on the Vodacom website and discovered that is was indeed hard to find. She did also indicate that Vodacom would be looking into fixing this.