Vodacom — vodacom deleted my number as a result of a lack of competence.
Formal Complaint and plea for resolution:
Vodacom deleted my number as a result of a lack of competence.
I have been a paying Vodacom customer for about 15 years and am now DISGUSTED at how I have been treated and the lack of care, know how, knowledge and communication within Vodacom.
On 29 February 2016 I called the Vodacom help line to enquire how to port my number to a different network, after about 30 minutes of holding I finally got to speak to somebody. I explained that I wanted to port my number to a different network and was not sure how to do it. My contract was due to expire at the end of March so I asked weather it would be better for me to wait until the contract expired or if I could do the transfer/ porting now. The woman at Vodacom said I could do it now and that she would transfer me to the correct department. After another 20 min of holding she gave me the number for the department because she could not transfer me.
I phoned the department and once again explained that I needed to port my number and asked what I needed to do. The Man told me that I needed to fill in a contract cancellation document, make a payment and then email the proof of payment as well as the completed cancellation document to retentions.[protected]@vodacom.co.za.
At no point did anybody bother to explain that I would first need to downgrade from my contract to a Vodacom prepaid account. Evan after I asked 2 different Vodacom employees what I needed to do.
I made the payment, filled in the form and sent it off to the email address provided. On the email I once again explained that I wanted to port my number. “Hi, I wish to port my number - Please go ahead with the process which allows me to port this number. 082xxxxxxx
I included this explanation to make sure they knew what I wanted.
On 01 March 2016 my number stopped working, my phone showed “no service”. I assumed this was fine and called Vodacom to ask them to continue with the porting process. I was then informed that I could not port because my number had been deleted.
I said that was unacceptable and I needed my number back immediately as I use this number for work, I was told to go into a Vodacom shop and did so immediately. When I got to the shop the man I felt with told me I needed to go back home or to work and phone Vodacom. I told him that I did call and was told to come to the shop and asked him to please phone himself and sort this out. He phoned in front of me and instructed me to send an email to [protected]@vodacom.co.za, he spelt out exactly what I should say. “Hi, I would like to reinstate my number on vodacom prepaid. Archived to be ported to mtn. The number is 082xxxxxxx”. We sent the email there and then.
That evening I received an email back from Vodacom “Good day You number cannot be archived as it did not port out. Please visit a Vodacom store for your number to be reactivated, and then converted to prepaid for your port out. Regards Muderick”.
The next morning I went back to the Vodacom store and showed the same man who I had dealt with the email. He did not know what to do. After telling him that I needed my number back no matter what, he said that he could get it back for me but it would take at least a week and then after the week it would take another 30 days before I could port. (What was then the point of cancelling my contract early - there is clearly no communication within Vodacom, this is a problem). I said I needed my number back immediately, he then sheepishly explained that I should drive to the nearest Vodacom customer care store (if anybody had told me I would have done this to start with). I was not told that the Vodacom store I was dealing with (Vodacom 4u) was just a franchise and they are very limited when it comes to helping clients. I was told that if I went to the Vodacom Customer care shop that I would have my number back within 3 days.
I drove 30 minutes to the nearest Vodacom customer care shop where I spoke to Travis. He so far has been the ONLY helpful Vodacom employee I have dealt with. I explained the entire situation from start to finish and he said he was very sorry and that it was Vodacom’s mistake. Travis gave me a new sim card, filled in paperwork and sent it off to be processes. I was told that hopefully I would have my number working again in about 24 hours.
A couple of days later I called 0821946 to find out if my number had been re-activated. They said yes it had and that I could insert the new sim. I inserted the new sim and it still was not working.
I sent another email explaining my frustration and begging for help - nobody replied.
I called Vodacom again and explained my situation, they said they could help so I asked to speak to somebody who could help. I was given the name “Guvelo” and was told he could help however when they tried to find him he was in a meeting. I left contact details with the lady at Vodacom who assured me that he would call back. He did not bother to contact me.
I once again called Vodacom and was this time told that it could take 5 to 7 working days to re-activate my number. Today is working day number 7 and the 14th day I have had no phone number.
I have had no number for exactly 2 weeks today.
I use this number for work and personal.
I do not know how many clients I have lost, how much work i have lost or how many thousands of Rands i have lost as a result of Vodacoms mistake.
I invite you to access the recorded conversations from every time I spoke to Vodacom on the phone and view the emails. (I have kept these should you not be able to find them)
I would like you to explain how you are going to fix the problem and why it happened.
I urge you to look into the communication problems within Vodacom so that this does not happen to other clients. Do you not make notes on a clients account? Every time I phoned Vodacom I had to explain the problem and the entire process I had been through.
I would like my number to be working again immediately.
Thank you, Dayn.
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