i have now been battling to sort out a query that has been going on since june 2009 neither vodacom or elite mobile seems to be interested in helping me. In June i was contacted by elite mobile to take out a contract i explain to the operator that it should be activated after the 15th june as my contract with mtn only expired then they did not adhere to this. i received the handset BUT NO SIMCARD. THE CARD WAS ACTIVATED WITHOUT MY CONSENT. AFTER NUMEROUS CALLS TO ELITE the handset was uplifted from me on the 02/09/2009 and i was promised that my acc would be credited by vodacom within 30 working days which never happened elite also advised me that the contract was cancelled and that they are communicating with vodacom in this regard. (special dept that deals with this type of issues) i also have another contract with vodacom i took out a chatta with absa for my son and vodacom combined the contract so with result they keep blocking his no. because of the other contract which i will not pay as i have never used the facility i do not know who to turn to for help anymore nobody seems to want to help could you?????????????????

In the past year our data usage went from 2 gig a month to anything from 2 gig to 10 gig a month when we ask them what is happening we get told that our billing is correct the problem is on our side there can be: spyware; a program running in the backround; a virus ect. All our automatic updates are off there is no spyware virus or anything running in the backround of our computers. Vodacom staff have looked at the computer and we have had our own pepole have a look at them and they cant find anything wrong at all.
We downloaded a file that was going to take 1.62 gig of data when the file had finished downloading we were charged for 3.4gig of data!
We have been having network trouble and the guys told us to move if we want to have beter signal as our modem is picking up a few towers.
I am sick of them always telling us that the problem is on our side when obviously its not and I am fuming cause they told me my network proble wont be sorted till we move non of vodacom staff will pay for me to move will pay for my new house's deposit or anything like that.
I want Vodacom to either sort this problem out asap of shut there doors and admit that they steal from there clients

A GROUP OF US HAVE BAD TO NO SIGNAL IN A FULLY 3G MARKED AREA, MTN AND CELL C WORKS FINE.
WE ARE BEING IGNORED ALTHOU WE ARE OVER 15 PEOPLE.
PLEASE HELP UR.

THE AREA IS
TOWN MOKOPANE/POTGIETERSRUS
REGION MARIBASHOEK/PLANKNEK PLOTS

MANY THANX

I have moved into a new property in northgate, randburg on 01 Aug 2009. On 2nd Aug I notified Vodacom that I have a problem with cellphone signal & 3G connection. I have been promised since that someone will come out & test the signal to confirm the way forward. I have requested that Vodacom cancel the balance of my contract so I can look at an option through Telkom, however still nothing. Their customer care line is pathetic. I even spoke to a supervisor who was clueless about the industry. No use being SA's leading communications provider when you guys cannot spell customer care.

Dusty
Tel:0845211552

I enquired about Talk packages on 21/06/2009 with Zimasa Ngema. She forwarded the migration quote through to [email protected] as requested.

I didn’t contact the call centre back to confirm migration to be done and according to me and your Team leaders in the call centers the process is as follows:

1. Customer enquired about packages
2. Migration quote to be send through to customer
3. Customer to sign migration quote and fax back to Vodacom or customer to contact call centre and quote migration quotation number before migration is activated
4. Migration is activated

This was indeed not the process Zimasa Ngema followed. The incorrect process followed is set out below:

1. Customer(myself) enquired about packages
2. Migration quote send through to email
3. Zimasa Ngema migrated my package to Talk 120(21/06/2009)
4. WITHOUT MY CONSENT, APPROVAL OR AUTHORISATION

If you take this into consideration, firstly Zimasa didn’t follow Vodacom’s procedures; secondly this was done illegally, this meaning FRAUD has taken place.

I found out on the 5/07/2009 that I am on a Talk 120 package. I contacted the call centre at 7:00am wanting answers on how this happened! Call centre agent confirmed investigation to take place and to listen to the recordings of this conversation.

On 07/07/2009 I received a call from Nundi Iversen (Zimasa’s supervisor) confirming that the migration was done in error, I requested an apology from Zimasa and the apology signed by the CEO of Vodacom. This of course was not possible.

I received an email (see attached) from Zimasa stating the following: “ Dear Miss Mullaney, Thank you for the time and effort taken to voice your concerns to our department. It is with the co-operation of valued clients such as yourself that we are able to identify any possible improvement areas within our organization. Kindly accept our sincere apology for any inconvenience that you may have experienced. This is certainly not in line with Vodacom's aim in achieving service excellence. And I received a email from Nundi stating the following: Hi Karen
Herewith report as requested. Written apology from Zimasa to follow.
Once again, my sincere apologies for any inconvenience caused.

I responded on 07/07/2009 with an email to Nundi on the findings emailed stating the following: Dear Nundi
I have read the attached report and would like to raise the concern that some of the facts stated are untrue.
I didn't requested that Zimasa migrate me to a Talk 120 package as I have in the past upgraded and down graded before and am aware of the procedure of the migration quote to be forwarded to customers. Please
could you inform me as to where these facts were received and gathered from? I would also like to request a list of the costs that has been changed before the debit order goes off at the end of the month to verify that
it is correct, before I have to have another journey with Vodacom on the fighting front.

No response from Nundi Iversen or Zimasa Ngema was received and I emailed them again on the 8/07/2009 stating the following: Dear Zimasa.I responed to your supervisors email on 7/7/09, but had no response. Could someone respond to my emails! Dear Nundi I responded to this email on 7/7/09 and requested additional info. I have had no response! Can I have feedback asap!

No response received. I re-mailed the emails send on 08/07/2009. I then contacted the call centre on 111 holding on for the PE call centre as I was not getting response. I was on the phone for 1hour and left a message for Nundi to respond.

Email received from Nundi on 09/07/2009 stating that the query is still being dealt with, and updates will be given.

I received no response what so ever from Nundi from 09/07/2009. I emailed her again on the 15/07/2009 stating the following: Dear Nundi I am still awaiting response on the email below, sent on 8/7/2009. It is now the 15/7/2009. I have waited a month so far for this query to be sorted out. What is causing the delay?

No response received from 09/07/2009 up and until today from Nundi.

I then called Vodacom customer care call centre on 21/07/2009 to speak to the Credit & Risk department to find out when credit will be passed. I spoke to Rajan Pillay and he confirmed that the Retention department is supposed to pass the credit and that the request from credit is being passed on to the Credit & Risk department and they said it’s not their responsibility and the Retention department says it is not their responsibility. I don’t care whose responsibility it is to pass the credit, I have been waiting from a credit since the 5/07/2009!!!

Rajan Pillay was very helpful and said I should forward all emails between Nundi and Zimasa to him and he will deal with it in the morning. I received a response from him on the 22/07/2009 stating the following: Hi FYI, Rajan Pillay. From: Nundi Iversen, Sent: 22 July 2009 06:48, To: Rajan Pillay; Zimasa Ngema, Subject: RE: RE: Report on incorrect migration Hi Rajan, A Credit note was processed on 20 July 2009 for this customer. It does not reflect on her account yet. Regards, Nundi

If the credit was passed on the 20/07/2009, why is it not reflecting on my account yet????????

On the 24/07/2009 I contacted the Vodacom customer care call centre to again attempt to sort out my query and to find out when credit will be passed.

I spoke to Puleng (Call centre agent) she could not assist me and forwarded the call to her Team leader Dion. Dion confirmed that he will try and get hold of the person in the Retention department who is dealing with this query and try to assist. Dion then went to lunch, keeping me on the phone for more than an hour trying to get answers. I then spoke to Rasheen (Senior Team leader) who confirmed that Dion will not be able to assist as he is on lunch for an hour and that I should phone back tomorrow, I confirmed that I will hold on until he gets back as I had enough of Vodacom’s staff promising me that my query will be sorted out.

Rasheen then confirmed that Mbangeni Ntshangasa will be on stand by from 6:00am on 25/07/2009 and that he will contact me after 9:00am to transfer me to Ibraham Aston who will be able to sort out my query.

At 09:51 Mbangeni Ntshangasa contacted me with no knowledge of my query. Stating that he is not at work and that my query has to wait until Monday. I was a very unhappy customer as I was promised by Rasheen that Mbangeni will be able to transfer me to Ibraham to sort out my query the same day. I told Mbangeni that I had enough of promises from Vodacom and nothing is being done about my query and that further action will be taken e.g. Taking Vodacom to court for Fraud and Theft. His response in his own words was: So, take Vodacom to court, you mos have lots of money. He then started shouting and swearing at me.

This is not any way to treat a customer!!! I have for the last 4 year been paying my account on time and had not once missed a payment and this is the services I am receiving from your staff!!!

I then phone 111 and spoke to Jason Ezra in the Cape Town call centre and he confirmed he will try and get hold of Ibraham Aston for my query to be sorted out./
I have to date from 05/07/2009 not been able to sort out my query and not been able to get a credit on this account. This is 20 days now that I have been battling with Vodacom.

My complaint is about 3 things:

1. The incompetency of ZImasa, changing my package WITHOUTH MY CONSENT, AUTHORISATION OR APPROVAL
2. The service I received from Vodacom in dealing with this query is pathetic as I feel this was a error on Vodacom’s side but I must follow up all the time and I must wait until the processes of Vodacom has been completed until this query has been sorted out. My way of thinking is Vodacom changed my package the same day without my consent, they can change and credit me the same day aswell. Why must I be punished for the consequences of Vodacom’s mistake??
3. The way in which your staff talks to customers in particular Mbangeni Ntshangase even if he is a Senior Team leader or Supervisor, he has no right to shout, swear and be rude to customer the way he was towards me as a client!!!