****ty service from vodacom

[Mr.Ree]

I recently did an upgrade after receiving an sms stating that I’m due for an upgrade.. I did the simple thing and went online, applied for a new device and got a call from Vodacoms online sales representatives.

I confirmed the device I wanted to upgrade to and was told that it would be delivered the next day.. 2 days later I received the device, that’s fine.. it’s just another day.. (by the way, this was mid February..) I got the device, all excited to use it. Got it connected, started installing my stuff and still all good..

Come month end, I received a statement for R1689 or something like that. Please note that I was always paying R878.50...

I called Vodacom today to ask them how my bill shot up to so much.. and there response was, sir this was an early upgrade and since it was done on the 21st month, you have to still pay the amount for the previous device for the next 3 months.. the price was actually supposed to be R999.00 for the new contract. I’ve upgraded with MTN so many times and I was never told to pay the balance of the previous phone in my new upgrade..

So I told Vodacom this is way above my affordability even if it’s just for 3 months. I told them this was not stated to me by the online sales staff, so they went through the recordings and according to them it was stated that I agreed to the lady saying that I would be charged for my previous device and this device on the next invoice. That I could’ve agreed to without thinking it through but that’s just for the next invoice. Now I’m told it’s for the next 3 invoices?!

That’s over R5000.00 in 3 months for a cellphone..

What do I do?! Did I shoot myself in the foot with the bull**** service that comes from Vodacom?!

 

[xrapidx]

Well if they told you, and you agreed - then its not bull**** service. Its a bull**** customer.

Ask to listen to the recording.

 

[Mr.Ree]

Well if they told you, and you agreed - then its not bull**** service. Its a bull**** customer.

Ask to listen to the recording.

I agreed to the next invoice, not the next 3 invoices.. and I did ask for the recording, they said they can’t play it over the phone, I can only get it sent to the nearest store.. so I told them centurion mall would be fine.. but it didn’t sound like they took it seriously

 

[D4N_CPT]

Had the same issue last year when I upgraded. So will simply go onto sim only when that time comes around again, fool me once...

The upgrade before that I requested the recording, because of a device discrepancy. Initially they weren't allowed to give it to me and eventually could not locate said recording. My advise; Download yourself a call recording app (Automatic Call Recorder is semi decent on Android and works well for me, you have to manually save your recordings every few weeks to the cloud, 5 at a time if you are to cheap too buy the App ), link it to your Google Drive or similar online account (in case of a lost or stolen device) and Bob's your uncle...

The recording won't necessarily hold up in court (worse case), but will give you some leverage, even if it is only to make sure that you heard what you thought you heard.

 

[Nerfherder]

This is standard from Vodacom now. Its happened to everyone I know who has upgraded....

They always used to let you upgrade two months before your contract ended and then you pay the higher amount until the old contract finishes and then they would deduct the airtime portion so worse case you would pay an extra R100 for two months.

So now the next time you upgrade they allow you to upgrade 4 months before your contract ends BUT they enforce both the device repayment and airtime amount (I thing you get the extra airtime).
Its just a bit ****ty that they don't really explain to you that you will get charged double your usual amount for 4 months.

They also phone you until you upgrade or cancel the contract.
If you tell them you don't want a new device then they try lock you in for another 2 years with a lower price per month and no device.

There is no option punted by them that does not try and screw you.

The best is to do what I did.:

1: Complete contract period.
2: In your last month notify them that you will be moving to prepaid. The franchise stores will either not help you or try lock you in to a contract. You need to go into a VC store and do this in person. You can't do it over the phone and wont automatically happen.
3: wait for your last payment to go thorough and successfully changed to prepaid (SMS notification)
4: Port to another SP, takes 48 hours and downtime is a few hours usually at night.

 

[VC-1]

I recently did an upgrade after receiving an sms stating that I’m due for an upgrade.. I did the simple thing and went online, applied for a new device and got a call from Vodacoms online sales representatives.

I confirmed the device I wanted to upgrade to and was told that it would be delivered the next day.. 2 days later I received the device, that’s fine.. it’s just another day.. (by the way, this was mid February..) I got the device, all excited to use it. Got it connected, started installing my stuff and still all good..

Come month end, I received a statement for R1689 or something like that. Please note that I was always paying R878.50...

I called Vodacom today to ask them how my bill shot up to so much.. and there response was, sir this was an early upgrade and since it was done on the 21st month, you have to still pay the amount for the previous device for the next 3 months.. the price was actually supposed to be R999.00 for the new contract. I’ve upgraded with MTN so many times and I was never told to pay the balance of the previous phone in my new upgrade..

So I told Vodacom this is way above my affordability even if it’s just for 3 months. I told them this was not stated to me by the online sales staff, so they went through the recordings and according to them it was stated that I agreed to the lady saying that I would be charged for my previous device and this device on the next invoice. That I could’ve agreed to without thinking it through but that’s just for the next invoice. Now I’m told it’s for the next 3 invoices?!

That’s over R5000.00 in 3 months for a cellphone..

What do I do?! Did I shoot myself in the foot with the bull**** service that comes from Vodacom?!

Sorry to hear of your problem which is a common one. The following advice might have a reasonable chance of resolving this type of problem reoccurring.
1) Get a Service Reference number by sending a email to [email protected] explaining your problem. Calling is a useless black hole.
2) Allow for 7 working days to be resolved, if not resolved compile a properly constructed email to [email protected] wherein the subject states your Service Reference as the first word to your subject.
3) Allow office of the Ceo to resolve within 7 Days.
4) If this matter or your bill cannot be resolved, prepare a letter of demand as required for the Small Claims Court. Have the Sheriff serve the letter of demand to the office the Ceo.

We are reasonably sure that your problem would have been resolved by the Ceo before getting to the Small Court process