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KO
Karen O

1 reviews | Active since Jun 2020

10 Jun 2020, 17:03

Vodacom Upgrade Without Disclosure

I notified Vodacom on 2 June 2020 that as I was moving overseas on 4 June 2020 and requested my number become prepaid. I had been out a contract since 2018. It was suggested that there was a cheap option available to keep my number. I thought this would be a migration and stay on a month to month basis. At no time was any mention of an upgrade mentioned. After my call ended, I checked my sms and it said this was a 24 month contract!! I immediately phoned back, and was directed to cancellations. The consultant said she couldn't cancel it, but would email the person that had effected the contract and make sure it was cancelled. Today I phoned from the UK to confirm all was in order, and was told the contract had not been cancelled. The consultant then said she was emailing to escalate the matter. I find this kind of service unaccepable, when you have to continue to follow up to make sure that something that you didn't request in the first place, has been rectified and cancelled.

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Replies (10)
Vodacom
Vodacom's reply10 Jun 2020, 18:04
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,

KO
Karen O's update11 Jun 2020, 16:11
Reviewer Update
Good Afternoon

I have been living in the UK since 4 June 2020, so you will need to contact me by email: ***, or Cell: *** as my South African number is on Roam.
Regards, Karen Oakley
KO
Karen O's update11 Jun 2020, 16:25
Reviewer Update
Good Afternoon Vodacom Consumer Website Team
I received an automated reply at 18.04 on Wednesday 10 June, saying that a consultant would contact me. I have not yet been contacted regarding my complaint.
I would like the above matter to be resolved as a matter of urgency.
Regards Karen
KO
Karen O's update11 Jun 2020, 16:39
Reviewer Update
I have now attempted to phone Vodacom Cancellations again (as no response from my Hellopeter complaint) on the advertised free service number from oversees +27 821958, and was then cut off when a consultant answered. I see that what little airtime that I had left was used up on this call. I am now no longer able to phone your call centre!! Vodacom is just not available to assist when a problem of their making needs to be resolved.
Vodacom
Vodacom's reply11 Jun 2020, 17:33
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. Kindly be advised that we were not able to make contact with you. We have rep**** to you via email.  Regards Consumer Website Team

Best regards,

KO
Karen O's update11 Jun 2020, 17:41
Reviewer Update
Good Afternoon
Thank you I have received your email and responded to the security questions.
Regards Karen

KO
Karen O's update12 Jun 2020, 11:14
Reviewer Update
Good morning
I responded to your authentication questions on your email yesterday, but have heard nothing further from you, other than receiving a read receipt. Please advise how we are to proceed as I want this matter corrected and finalised urgently. You can phone me on +***42 or you can send me your direct phone number and the name of the person handling this and I will call you from my UK number. Please note that my SA number *** was put on Roam when I left SA on 4 June 2020, so I only have whatsapp available for calls.
Kind regards
Karen Oakley
KO
Karen O's update12 Jun 2020, 11:42
Reviewer Update
I have now attempted to phone Vodacom again to get an upgrade I did not authorise cancelled.
This is after numerous phone calls, escalation emails, and still not resolved, this has been ongoing since 2 June 2020. Today cancellations says they cannot assist as I will be charged a cancellation fee!! They transferred to me Customer Services, there an automated voice said due to Covid they are unable to assist at this time. Vodacom has the worst possible service, no customer care and impossible to get hold of, and no follow up communication to emails. This is a company I will no longer recommend.
Vodacom
Vodacom's reply18 Jun 2020, 14:37
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 discussion, query has now been resolved. Regards Consumer Website Team

Best regards,

KO
Karen O's update19 Jun 2020, 11:31
Reviewer Update
Good morning

Thank you so much for resolving my problem. 
Mihali was so efficient, he phoned me listened to my problem and immediately escalated. Not even 24 hours later he phoned me back and told me everything had been resolved.

Thanks again, kind regards
Karen