Active since May 2016
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2 reviews80 months ago
Shocking Customer Service!!!
So since February 2019, I have tried to get a refund on an amount that has been overpaid. The customer service from store level straight up national level has been shocking to say the least. I just want my refund and absolutely no one is coming back to me!
105 replies
121 months ago
vodacom... #poorcustomerservicemustfall
<p>I would like to share my Vodacom customer service experience with you. The past almost two weeks have been the most frustrating and disappointing journey I have had with Vodacom ever.</p> <p> </p> <p>On Wednesday, 27 April 2016, I went through to the Vodacom Shop in Kolonnade to obtain an upgrade. I was issued with a Samsung A3 phone and a new simcard. The consultant advised me that the new simcard will be activated the by the following day. Needless to say this simcard was never activated. I proceeded to use my old phone & simcard but was unable to make or receive any calls or sms’s. I was only able to use whatsapp and bbm with my wifi device.</p> <p> </p> <p>On Tuesday 3 May 2016, I called the customer service line, spoke to an agent who told me that this was an activation issue and transferred me to the activation department. I was then informed by the consultant in the activation department that they are unable to help me. Advised me that I will have to call back.</p> <p> </p> <p>I then phoned back, spoke to Sia who advised me that he has opened an enquiry and this can take up to 72 hours to be resolved. Sia advised me that he was unable to actually see my number on the system. Only the other numbers could be seen on the system but not the specific number that was upgraded.</p> <p> </p> <p>I called back again, spoke to Thabiso, who also tried to assist me but was unable to find the problem. Said that the issue should be resolved within 4 to 5 hours and I was not.</p> <p> </p> <p>I then went to Vodacom shop in Jacaranda Mall in Pretoria, and was advised by the consultant that she is unable to assist me as they use a different or old system and she could not enter my cellphone nr either. She informed me that I will have to go the Vodaworld in Midrand or back to Kolonnade. Due to business hours, I was unable to travel to either of these two options in time as I work in Centurion.</p> <p> </p> <p>I then phoned again, spoke to Olivia for nearly twenty minutes who advised that nothing was activated and that she has done this now and that the phone should be sorted out within 4 to 5 hours. Again nothing happened.</p> <p> </p> <p>I then phoned back the following day, spoke to Portia who advised that the simcard seems to be active on the system and that the phone can be faulty. Again my query was not resolved.</p> <p> </p> <p>I then eventually went to the Vodaworld in Midrand, was helped by Lebogang. I had to wait for almost an hour before I was seen by Lebogang, who took my phone to the back for an extended amount of time. She came back to say that they are performing a few test to establish what the problem is. Lebogang then came back to say that they need to issue me with a new simcard.</p> <p> </p> <p>After the visit to Vodaworld Midrand, I finally managed to use my phone at around 19h00.</p> <p> </p> <p>I would like to enquire how you are going to debit my account at the end of this month? I was unable to use my phone or the services that I have to pay for for 11 days?</p> <p> </p> <p>If I had my way, I would have preferred to cancel this account in total and move to another provider in totality.</p> <p> </p> <p>Your consultants kept on telling me that they will call back even after I advised them that I do not have an alternative contact number. The second number under my name is used by my mother, who is based in another city, about 600kms from me.</p> <p> </p> <p>I was unable to be contacted by anyone. My son is in grade one and should there have been an emergency at school, they were unable to contact me. I could not receive calls from family, friends or colleagues.</p> <p> </p> <p>I find this service unacceptable.</p>
75 replies
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