Worst customer care

12 May 2021, 16:54 Vodacom *****For the last few months we had been trying to sort out a huge mess that Vodacom had created on all our accounts. Our phones and data had now been discontinued as they don't know what the hell is going on on their own systems!!!!!!! My mom was phoned in Jan for an upgrade on all the existing contracts, but because she is now unemployed she declined the upgrade, when they wanted to deliver the new phones. A message was sent to her to confirm the decline, which she did and they put through the upgrades anyway. She continued to pay her normal amount as well as R100 extra as her debit orders were returning. After numerous messages and complaints, a credit was finally passed but the upgrade is still not cancelled and the amounts for the upgrades keep increasing???? Isn't it supposed to be a set amount? *****? They had taken a cash amount that she paid and added that to the debit amount putting her in arrears??? We have tried contacting them via email, facebook and hellopeter but to no avail. Even drew up a simple recon of the account so they can see where the paymenys and debits should be. We went to their Centurion Mall branch ans spoke to a gent there. He explained that they work on 3 different systems and that is why everything is stuffed up??!!. He contacted someone at vodacom customercare to try to get our phones connected as this query is still not resolved. After speaking to numerous people he finally got hold on some gent, emailed him our recon as well as all the proof of payments. We were then advised that we would be called back within 3 hours and that there was nothing else he could do.....still waiting. No one seems to know what the hell is going on at vodacom??!! We are still waiting for a senior person to phone my mom back to try and resolve the issue but they just don't seem to care.

Wayne C:14 May 2021, 22:00This is the reply from vodacom facebook....just shows you how stupid these people are...

Me: Ms Frost has been unable to get any feedback regarding her query! We had gone to your store in Centurion Mall to plead our case. Thr gentlemen spoke to someone at vodacom customer care and sent through the query via scan as well as payments made. Payments are reflecting as debits and our phones are still off even though there is a ongoing query on these accounts. She is unable to contact anyone let alonr vodacom to find out what is going on Pls can you check query....1-**********1990. You can contact her on **********. When we were at vodacomCenturion mall they assured us that it she would be contacted within 3 hours...that was Tuesday....it's now Friday??!

Them: Please note we do apologize for the inconvenience this may have caused. Could you please confirm if you are able to follow up with the store manager for feedback in regards to the above-mentioned?

Me: He said that there is nothing else he can do!!!!! He sent the query through to customer care and we could expect a callback in 3 hours. Gave us a paper with the reference number and that is all??? What happend to the above query no???? DOES ANYONE THERE KNOW WHAT THEY ARE DOING???

Them: Please note we do apologize for the inconvenience this may have caused. Please revert back to the Vodacom store for assistance.

????***????

Wayne C:16 May 2021, 11:00Finally got hold of someone who clould do basic calculations.....thank you Fikile. Account finally sorted out. Vodacom's reply:17 May 2021, 09:32Dear Wayne 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. We are glad that the account holder was sorted and the issue resolved. Regards Vodacom Consumer Website Team

Only to find out that our issues are still continuing. The upgrades have to date still not been cancelled, nor has all the credits been passed. Payments are not reflecting and again we have been disconnected. We received a message from vodacom collections (Mthlatsi) on 4 June advising that the upgrades will be cancelled, amounts rectified and that an accounts expert will contact us back within 24 hours.....still we are suspended and still we are waiting. I need a manager or someone Sr. That actually know what they are doing to phone Ms. Frost to sort out our accounts so we can cancel all the damn contracts!!!!!

Wayne C: 10 Jun 2021, 14:32

Stiĺl waiting and no response??????????? When you phone they just keep dropping the call. Seems that complaints are flagged and then customers ignored. Next email....ombudsman

Wayne C: 12 Jun 2021, 09:06

And still no reply!!!!

Wayne C: 15 June 2021, 08:38

Triwd to cancel all contracts only to be told that we havd to pay the arrears first. When trying to explain that this was their mess....we were put through ffom one person to the next and none of them know what they are doing....only "we are so sorry". Sort out the damn query!!!!!!!!!