Vodacom WORST service provider (billing, accounts, customer services etc.)

For 2 months now I have been having trouble with Vodacom, due to theft, poor services, causing me STRESS, TIME and a lot of EFFORT. On the 25th of September 2017, me and my mother, who is also a Vodacom customer, went into Festival Mall’s Vodacom Shop to do a change of ownership on my line and it went DOWN HILL from there.

I have a Brief Summary of my complaints against Vodacom, followed by a detailed story: 1. Failure to provide correct billing 2. Rude/ unmannered staff at call centre 3. Staff at call centre and shops do not get proper training and therefor can’t do their jobs right 4. Failure to assist a client in need/ emergency (unblocking lines) 5. ********ly debiting money that is not owed to Vodacom 6. Failure to assist a client who is wrongfully charged 7. Failure to transfer calls to the correct departments 8. Failure to stick to deadlines given to clients 9. Failure to call back clients to follow up 10. Causing a client STRESS, wasted TIME and EFFORT

The lady at the shop said everything is done and correct. For the month of September my mother still paid my account with her account as the lady from Vodacom told us to do and that I will only be responsible for payment from the month of October. After phoning Vodacom about a 1000 times during the course of 2 month I was transferred to so many incorrect departments and NON-availed to assist or help me, because of staff not knowing how to do their jobs.

I was triple charged for the month of October with a bill of R 928.73 (which my account is always R 220.19) and my mother was also charged for her and my account and got a bill of R691.63. My mother phoned in to Vodacom Customer Care to correct this mistake and the lady (unknown- refused to give her name) stated that if my mother does not pay she will cut my mother’s line and keep billing her and that she makes sure my mother pays her bills. Thus, in fear of her line being cut by Vodacom from the bad and rude service received, my mother paid the combined bill of her and my account on the 1st of November 2017 via debit order.

Then Vodacom debited R 928.73 from my account on the 27th of October 2017, after my mother has already paid for my account of R 220.19 + R 150.00 (change of ownership fee). I then phoned Vodacom immediately to tell then to fix the mistake they made and to debit that money back into my account. A dispute was lodged and I was informed that they will look into it and I would hear from Vodacom within 7 working days. After 10 working days of not hearing back from Vodacom, on the 2nd of November I phoned the bank to reversed the money as Vodacom again FAILED to help me as a customer. I have been waiting since the 2nd of November until the 14th of November after I had to phone Vodacom numerous time a day to get service and feedback on this matter.

On the 9th of November, Vodacom has cut my line, because I reversed the money of R 928,73 that was NOT legally owed to Vodacom. I have spoken to a lady by the name Zikhona (Ziko) to whom I have emailed the Proof of Payments that my account is paid for and is correct and that the fault is on Vodacom’s side.

This affected numerous aspects in my life as: 1. I could not do my work 2. I could not phone my mother (which at the time was in hospital) This caused me a lot of STRESS, TIME and EFFORT to phone Vodacom to solve a problem caused by Vodacom in the first place. On the 10th of November, my line was still blocked after a lady in management position said she did unlock my line on the 9th. AGAIN, I had to phone Vodacom to unlock my block line and only then was I helped by a gentleman who synced my phone for signal.

On the 13th of November, I received another SMS stating that my account is in arrears and that I owe Vodacom R 1148,83. AGAIN I phoned Vodacom on the 14th of November for the final attempt to FIX my account and my billing. Lothando from customer care was the first and only person that has helped me more than any other consultant.

On the 15th of November, I received an SMS stating that my account has been credited with R200.83, but according to Vodacom I still owe them R 1 148.92.

ANOTHER PROBLEM I have is that I saw I was charged R 10.00 to unlock my line, which was not done the 1st time around when I requested it, and why should I pay extra for a mistake that Vodacom made on my account.

I really don’t think that Vodacom provides proper training to the employees at the shops and to the employees working at the call centres.

After my contract ends, I will not be renewing it with Vodacom, but with CellC or MTN – unless I can be convinced otherwise.