Active since Feb 2017
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4 reviews22 months ago
The Left Hand does not know what the Right Hand is Doing... so lets sell our Customers to Debt Collectors.
I ordered a replacement Credit Card from Discovery Bank as there was some unauthorized deductions/*****ulent activity on my account. This unwittingly meant that Discovery Vitality was not able to deduct their Apple Watch Benefits Penalty every other week from the old Discovery Credit Card. Apparently POPI means that the Left Hand does not know what the Right Hand is doing, the parties (Discovery Bank and Discovery Vitality) did not communicate with each other or care to inform its customer that doing the right thing (Ordering a Replacement Discovery Credit Card) would prevent Discovery Vitality from deducting its penalties. :( Discovery Vitality then sent me 3 emails, amongst hundreds of other marketing emails they send every month, which I don't normally read - And most importantly, They NEVER PICKED UP THE PHONE and CALLED ME to inform me their is a outstanding balance. Instead, Discovery Vitality had a Brain-Wave !!! : "LETS SELL OUR LONGSTANDING CUSTOMERS WITH NO PRIOR PAYMENT ISSUES TO DEBET COLLECTORS!!!" And can you believe it, suddenly my personal and sensitive personal information (is my POPI Terminology correct, Discovery?) together with my INDETURED SERVATUDE (my debt and my soul) was sold to SSDA - The lovely debt collection agency - which whom i sorted out the outstanding debt the same day.
0 replies
111 months ago
Start today, Recover Tomorrow
<p>For what reason would an account recovery not be instant? </p> <p> </p> <p>I've been online since I've been 7 and even then you could change passwords, recover accounts and do it instantly. </p> <p> </p> <p>Yet Apple Account Recovery takes a few days.... </p> <p> </p> <p>just pathetic. </p>
112 replies
111 months ago
Confirm this!
<p>Ordered my upgrade on Tuesday, everything is fine</p> <p>Wait for my delivery, nothings happening.</p> <p>Call the Call centere again, whats happening?</p> <p>Your order is pending confirmation...<br />But ive already confirmed that i want the phone!<br />No but we have a NEW POLICY whereby our dispatching department needs to call you to confirm your oder a second time.</p> <p>A second time... really...</p> <p>Yes its to prevent fraud.</p> <p>Fine. Why havent they called me yet.</p> <p>I dont know sir, let me check.</p> <p>Sir it seems that the number they were trying to call is your second contract number.</p> <p>My second contract number? The only other number i have is a data-****le contract number.</p> <p>Yes thats the number theyve been trying to call</p> <p>So what you are telling me is that your outbound call centre, the guys that deliver the phone, the guys that are supposed to confirm with me that which i have already confirmed, which is that i want the phone and the contract as an upgrade to my pre-existing 17 year old contract with VODACOM, that those people have been phoning my data-****le?</p> <p>Yes.</p> <p>But let me update that for you.</p> <p>Thank you.</p> <p>Okay so when can i expect the outbound guys to call me?</p> <p>hopefully today still.</p> <p>Alright, but can i please speak to one of your managers?</p> <p>Yes let me put you through.</p> <p>waiting... waiting.. Waiting ........ waiting</p> <p>My manager is not available right now, can i have her call you back.</p> <p>Fine. </p> <p>Waiting, waiting.... some more waiting.</p> <p>Fine im going to call them back.</p> <p>Good afternoon, i need to speak to one of your supervisors please.</p> <p>With regards to what sir?</p> <p>I have been fighint for my upgrade the past 3 days and they havent gotten back to me.</p> <p>Let me see if i can help you.</p> <p>No thank you' ive already dealt with 3 different people and im expecting a forth and 5th shortly. So if you dont mind id like to speak to a supervisor.</p> <p>Okay let me connect you.</p> <p>Good day Sir how can i help you.</p> <p>Madam ....... long story..... short story: I need my phone yesterday.</p> <p>Okay sir well i can see that your phone is pending CONFORMATION!<br />Well i can confirm that in fact i would like to have the phone today, if that helps?!</p> <p>Thats all good and well sir but our outbound department needs to contact you to confirm your order to prevent fraud on your account.</p> <p>I understand that Madam but ive been trying to get this phone for several days now and if i didnt follow up with your company i would have waited untill kingdom come.</p> <p>Well sir the waiting time is 3 to 5 working days.</p> <p>I understand that, but again, your call centre agent who assisted me in the first place told me that it is 3 to 5 working days from the point of first order.</p> <p>You are now saying that it is 3 to 5 working days from today, THREE days after I have started this process.</p> <p>Yes sir and you will only be able to receive your phone by monday. </p> <p>By monday? I cant wait untill monday, ive been without a phone since tuesday. This is my work phone, my personal phone, my every aspect of my life phone </p> <p>Can i not cancel this upgrade with your call centre and do it at the stores.</p> <p>What i can do is have the outbound department phone you now and confirm the contract and phone and they will have it with you by monday. Then in the meanwhile i will phone all of the stores in somerset west to find out if they have stock, in which case you can cancel the contract with the call centre and fetch it there.</p> <p>Okay.</p> <p>Good after noon Mr Grant, i am phoning to get CONFIRMATION on your upgrade.</p> <p>THANK GOD! YES!<br />...... long story short: your phone will be delivered in 3 to 5 working days....</p> <p>Thanks</p> <p>Another call... Good day sir (The lady who sold the upgrade to me in the first place), i have been told that you have had problems with your upgrade so ive contacted the Confrimation department a few seconds ago and they will contact you shortly.</p> <p>Ceveral explanaitions later, confirmation, fraud prevention, 3 to 5 working days, monday......... </p> <p>Fine, so i have confirmations on the other line, even tho i have already confirmed already.</p> <p>Speaking to confirmations: I CONFIRM I WANT THE PHONE.</p> <p>t h a n k y o u s i r y o u r p h o n e h a s b e e n CONFIRMED.</p> <p> </p> <p>Dear Vodacom, </p> <p> </p> <p>As you may have read from the above, although jokingly written is quite a serious matter which you need to address. Your staff are constantly doing a repetative job and assuming that your customers know how your processes work. Please bear in mind that while your customers like myself may have been loayal with your company through countless itterations of your system (the next seemingly more frustratating the the last) that we only upgrade very 2 years and that it is quite impossible to know how your systems work and what your new policies, processes and protocals are.<br /><br />Therefore, if you would be so kind as to provide each and every one of your call centre staff with a decent statement which they can read to explain to the customer what it is that will happen next and make it a neccessaty for each caller to CONFIRM having heard, then i think we will all be much better off.</p> <p> </p> <p>Secondly if you can please assist us, your loyal customers, with a mechanism that prevents our data from running out into out of bundle rates, you will instantly grow your following with 1000 percent.</p> <p> </p> <p>Lastly, why is it so difficult for your Confirmation staff to figure out which contracts are data contracts and which are voice contracts. I think if they knew this alone, all those orders pending confirmation in your wharehouse will finally clear.</p> <p> </p> <p>Yours in utter frustration.</p> <p> </p> <p>Grant Pepler</p>
112 replies
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