VB
Vidya B
Active since Dec 2019
2
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2 reviews77 months ago
No customer care
So so disappointed and even more frustrated with vodacom. Phoned the upgrade centre on 7 or 8 November to get my upgrade options. Called back on the 8th, answering consultant passed on the msg to the first one to call me back which he did, we confirmed everything and I thought it went surprisingly well. I explained I was going away from the following Friday so maybe phone should be delivered when I get back but he Promised my phone would arrive early the following week before I leave with enough time to set up and troubleshoot. He also explained that the actual contract in terms of minutes and data would come into effect from December and i will continue on the old contract till then, even with the new phone. Come Tuesday, no phone yet, but I get a call to confirm delivery by earliest Friday. So I called the the upgrade centre again, disgruntled by this information. First consultant calls me back. The phone arrives the next day but courier takes it back as no one informed me that I need to leave my ID with the person accepting the phone on my behalf. It is delivered successfully the next day but alas is is a 64gb instead of a 128gb as ordered. Again, I call the upgrade centre and the person on the line arranges a pick up of the incorrect phone and assures me the upgrade will be cancelled and I can call again when I want to do the upgrade (this was preferable to me as I was going away). First consultant was given a msg to call me but did not do so. Also, at this time, a 7day 10gb data bundle is added on, but I did not request or purchase it, so again called the 082135 helpline to fix this. Phone is collected the following week. Whilst I am away, I find that my balances are incredibly confusing as the new contract stuff has been added on whilst my old stuff is also there, so 2 contracts active simultaneously? Obviously I call the upgrade centre AGAIN and let them know and they explain that should not have happened and will be removed. This does not happen. Also while I am away, I want to now purchase the aforementioned data bundle but it doesn’t go through on the just for u app. I wanted to purchase it as I was quite concerned that I had no idea what my real data balance and was scared of the very real possibility that when it was eventually sorted out, I would have used more than my actual allocation of data and would thus be charged out of bundle rates. So I called the helpline again to make the purchase. The week after when I return, I call the upgrade centre again on 29 nov to do the upgrade. I am told the previous one was not reversed despite the phone being collected (so what was vodacom waiting for here? Upgrade is not cancelled, nor did anyone phone me to ask about delivering the correct phone.. so just leave it in limbo???). This consultant said she will do the reversal and also put through for the upgrade with the correct phone model and I would receive this by Wednesday this week (explained there would be no one at the delivery address after this week) and that she would call me back to confirm and that she would also let the very first consultant know to call me back too. By Monday, still no call backs. I call the upgrade centre yet again in the late afternoon and they pass on the msg to the first consultant who now calls me back. Says the previous upgrade was reversed but no new upgrade processed. So he does so for me. I explain again regarding the fact that no one will be at the delivery address from next Monday. He assures me of delivery by the end of this week. Says he’s so sorry for all these inconveniences and promises me I will not have to phone again and it will be seamless from here on. The call ends or cuts I think. I then realize he had not addressed the problem of both contracts being active simultaneously. I attempt to call back to sort this out and lo and behold, the upgrade centre has blocked my number because I have called too many times!!!!! The cheek! Vodacom apparently records all the calls, so before blocking me in case of fraudulent activity, listen to your recorded calls and see why I had to call so many times!!!!! Yesterday (Thursday) I receive a call to confirm delivery of my phone, this time she tells me the recipient should have my ID, a letter of permission and my proof of address. Why this inconsistency? My ID was sufficient the first time!! And she laughingly tells me I will definitely not get my phone by today, it will be by Tuesday next week earliest. I explain the problem of no one being at the address from Monday. As she is about to take a new address, the line cuts and no one calls back. I’ve been blocked so I can’t get through either. I call the suggested number where I have to pay R2 per minute (it just gets more and more ridiculous) and that person says they will contact the upgrade centre to call me. He can’t get thru to them and I miss his call back so he leaves me a msg to call them tomorrow despite my explaining that I am blocked!!! I called that number again today, the person I spoke to again apologizing and sounding falsely helpful. She sends an email to a senior at the upgrade centre and I am still waiting to hear back. I am sure I will be waiting forever. Despite having a red contract with vodacom and being a loyal customer, this is the kind of service I receive. I don’t even have reference numbers for these calls. Despite the fact that vodacom made mess after mess, I am blocked from the helpline. I can’t imagine worse customer care.
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