DM
Dean M
Active since Sep 2024
3
Reviews
0
Industries
Reviews
3 reviews3 weeks ago
“Two Weeks of Delays, No Installation, Then Asked for My ID Just to Get a Refund”
I am extremely disappointed with the level of service and communication I received while trying to set up Vuma fibre through "Vodacom" (https://www.vodacom.co.za?utm_source=chatgpt.com). The entire process has been frustrating, unprofessional, and unnecessarily complicated from start to finish. After waiting nearly two weeks with little to no communication, I was finally contacted on Tuesday, 12 May 2026, and informed that an installation would take place within the next few days at 9:00 AM. Then, on Wednesday, 13 May 2026, at 05:17 AM, a representative contacted me requesting my installation address — despite the installation supposedly already being scheduled. I provided the address by 05:39 AM. By 10:00 AM, after hearing absolutely nothing further, I contacted support via WhatsApp to request an update regarding the installation. When no proper assistance was provided, I called customer care directly. The first consultant abruptly ended the call after claiming she could not hear me. The second consultant informed me that my account was apparently in “installation retention” and that a second line may need to be run. At that point, due to the ongoing lack of communication, inefficiency, and confusion, I clearly stated that I wanted to cancel the service. Instead of processing my cancellation request, the consultant ignored it and continued checking whether a primary line existed. After placing me on hold, she returned and advised that the address was still showing as “awaiting installation.” She then informed me that if I wanted a refund, I would need to submit supporting identity documents, including a copy of my ID, and wait up to 14 days for processing. This makes absolutely no sense. I was able to register using only my email address, cellphone number, and ID number. I completed payment online through the Capitec portal without ever being asked to submit any supporting documents beforehand. Yet now, suddenly, documentation is required just to process a refund for a service that was never even installed. When I questioned how illogical this process was, the consultant initially agreed with me. However, when I requested to speak to a supervisor and mentioned that his agent also agreed the process made no sense, the consultant immediately interrupted to deny saying that. All calls are recorded, and that call should be reviewed because either: 1. The consultant was being dishonest to protect herself, or 2. She was completely *********** in explaining company policy. To make matters worse, the supervisor immediately approached the conversation defensively and jumped to conclusions instead of addressing the actual concerns being raised. Overall, my experience trying to get connected to Vuma through Vodacom has been one of the worst customer service experiences I have ever had. Poor communication, contradictory information, ignored cancellation requests, and unreasonable refund requirements have made this entire process unacceptable. I sincerely hope improvements are made because, based on this experience, I would strongly caution others before choosing this service.
4 replies
1 month ago
No Installation, No Communication, But Suddenly They Need My ID for a Refund?
I am extremely disappointed with the level of service and communication I received while trying to set up Vuma fibre through "Vodacom" (https://www.vodacom.co.za?utm_source=chatgpt.com). The entire process has been frustrating, unprofessional, and unnecessarily complicated from start to finish. After waiting nearly two weeks with little to no communication, I was finally contacted on Tuesday, 12 May 2026, and informed that an installation would take place within the next few days at 9:00 AM. Then, on Wednesday, 13 May 2026, at 05:17 AM, a representative contacted me requesting my installation address — despite the installation supposedly already being scheduled. I provided the address by 05:39 AM. By 10:00 AM, after hearing absolutely nothing further, I contacted support via WhatsApp to request an update regarding the installation. When no proper assistance was provided, I called customer care directly. The first consultant abruptly ended the call after claiming she could not hear me. The second consultant informed me that my account was apparently in “installation retention” and that a second line may need to be run. At that point, due to the ongoing lack of communication, inefficiency, and confusion, I clearly stated that I wanted to cancel the service. Instead of processing my cancellation request, the consultant ignored it and continued checking whether a primary line existed. After placing me on hold, she returned and advised that the address was still showing as “awaiting installation.” She then informed me that if I wanted a refund, I would need to submit supporting identity documents, including a copy of my ID, and wait up to 14 days for processing. This makes absolutely no sense. I was able to register using only my email address, cellphone number, and ID number. I completed payment online through the Capitec portal without ever being asked to submit any supporting documents beforehand. Yet now, suddenly, documentation is required just to process a refund for a service that was never even installed. When I questioned how illogical this process was, the consultant initially agreed with me. However, when I requested to speak to a supervisor and mentioned that his agent also agreed the process made no sense, the consultant immediately interrupted to deny saying that. All calls are recorded, and that call should be reviewed because either: 1. The consultant was being dishonest to protect herself, or 2. She was completely *********** in explaining company policy. To make matters worse, the supervisor immediately approached the conversation defensively and jumped to conclusions instead of addressing the actual concerns being raised. Overall, my experience trying to get connected to Vuma through Vodacom has been one of the worst customer service experiences I have ever had. Poor communication, contradictory information, ignored cancellation requests, and unreasonable refund requirements have made this entire process unacceptable. I sincerely hope improvements are made because, based on this experience, I would strongly caution others before choosing this service.
0 replies
21 months ago
****TY CUSTOMER SERVICE
I submitted an application sunday evening was approved for a new contract. From Monday till now (Thursday) i have been receiving calls from different agents asking the same questions and doing the same thing. One Agent even dropped a call in my ear and didn’t submit my application further delaying the process because i didn’t want to take his life cover. The customer service experience has been totally unacceptable. And to top everything off the day before my delivery the courier company phoned to confirm everything, and later informed they wont be delivering and i should contact MTN and Mondo again because my application is wrong.
1 reply
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5 Star
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4 Star
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3 Star
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2 Star
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1 Star
3 (100%)