Vodacom's absolutely worst service

Since June 2017 I have an issue with my contract and there has been no resolution from Vodacom. I am extremely unhappy with the poor service and the gross incompetence of the people employed by Vodacom. The problem is as follows: 1. June 2017 – I attempted to purchase 5 GB of data from Vodacom – this data was not allocated to my number even though I received a message saying that it is. I then got charged out of bundle rates. Thinking that perhaps something just went wrong with the MMI code, I attempted to buy data once again and received an activation message only to once again find that the data was not allocated and I was being charged an out of bundle rate.

This happened a third time and that’s when I called Vodacom to report the issue. I spoke to various call centre agents who were very unhelpful. I called the call centre about 4 times and they could not assist nor advise me on how to resolve the issue. I visited four different branches, The Glen – where the consultants are *********** and rude, Lenasia – where the best advice I got was complain via Hello peter, Rosebank where a call was logged but three days later still not resolved and finally East gate – where another call was logged. So eventually I received help whereby a complaint was logged and the problem resolved. All that after spending Hours on the phone, wasting my time and energy going in store to receive very little help.

2. September 2017 – The same problem again, I tried twice to buy Data and the data was not allocated. I was subsequently billed out of bundle rates for about R1000. I logged a complaint once again.

3. October 2017 – I tried to buy data on the 14th October 2017. This data was not allocated to my number however, I received an activation message and proceeded to use my phone. I thereafter received messages that I was using out of bundle data. I logged a complaint once again. This was never resolved. I asked the very rude service consultants I spoke with on various occasions what I should do to which I got the response that Vodacom is working on the problem. I also made it clear that I would not be held liable for the out of bundle rate charges as this was a recurring problem that I’ve had with Vodacom.

Eventually the out of bundle rates had accrued to R6908. I received messages that Vodacom was working on my query. On the 28th Of October my network was cut off without any warning or permission. My query had still not been resolved. I went into the Vodacom branch at Sandton city and was told that the service request had been close and was resolved – But I still had no data, No network coverage and HUGE out of bundle rate charges on my phone. The consultant asked me to visit Vodaworld in Midrand and they would assist.

4. 04th November 2017 – I visited Vodaworld. The consultant still could not assist me nor resolve my issue. But what the consultant told me is that I owe R12902 to Vodacom. Which is absolutely nonsense. My company sponsors an amount of R700 pm on my account and the rest is debited off my account every month. These debits do not reflect at all on Vodacom’s system. But it goes off of my account every month on the 26th. Furthermore – an account that I requested be closed more than a year ago was never closed and Vodacom has kept billing me for it – another clear example of complete incompetence by the people who work at the call centres.

I will not be held liable for ANY out of bundle rates charged to my number after I attempted to purchase a data bundle which Vodacom did not allocate to me. As a customer I have never had an issue paying for the data that I use (which isn’t cheap in South Africa). If we as customers miss one cent of a payment – we are literally harassed by Vodacom to pay. But if Vodacom is taking money from us for old contracts that were meant to be closed and charges for problems that Vodacom does not resolve, then we as the customer are expected to just pay-up. No. This is unfair and makes me feel that Vodacom is ******* and *****s from people.

I am frustrated beyond measure and exhausted from running around trying to resolve this issue whilst Vodacom does nothing. I’m also so tired of dealing with the *********** individuals employed by the call centres. The biggest thing I have discovered is that the written complaints system has been removed from the Vodacom site – in my opinion this is so there isn’t an easily traceable paper trail. As much as calls are recorded, I doubt the efficacy of tracing back and re-laying any messages left with call centre agents. I am looking for resolution regarding the following: 1. The data I have purchased which I’ve been charged for and never allocated. As well as the recurring issue I have with purchasing Data 2. The subsequent out of bundle rates I’m being charged because my data was not allocated 3. The poor accounting system which has not captured my debit orders – I will not pay another cent to Vodacom until all my issues have been resolved. 4. Poor service delivery

The under-performance of Vodacom – A Brand claiming to be the best in SA – over the past few months is just not acceptable. I am at the point of returning the device I have from Vodacom and cancelling my contract.

2018 the struggle continues: 1. April : my line is blocked. I get in touch with a support agent that sets up a note on the system stating that an arrangement has been made for payments. Takes a week to resolve, i have to get a new sim at my own expense.

2. May: my line is blocked yet again. (bare in mind this is my personal and work line and this is a huge inconvenience for me) takes 2 days to resolve.

3. October: My line is blocked once again - No one is giving me feedback with the status of any queries. I cannot make or receive calls. Again, a massive inconvenience. Apparently i have been handed over to legal, although i have kept to all arrangements and been paying via debit order monthly.

I have received the worst treatment from Vodacom and I'm already planning to take this matter to ombudsman. I cannot struggle like this, its ridiculous. I am always polite, and patient. But Vodacom doesn't care about service delivery or anything more than the millions of Rands that they make of us as consumers.