Vodacom leaving a bad taste in my mouth, for the first time!

[d-_-b]

Hi Guys

Just want to share my story how I burned my fingers with Vodacom. It's really a sad day today for me, because its the first time Vodacom disappointed me.

You can read the whole story below, but what happened is I signed a new contract without asking them to use my old number. Afterwards I decided to call customer care and ask if it is possible.

Long story short: Yes it is possible but it's in their business policy to not allow it. So they can help me, they just don't want to help me. So much for customer care.

Regards,

Complaint on HelloPeter:

THE INCIDENT

I signed a new contract with vodacom on the 12/11/2007 and only realized after I signed the contract I want to use my old vodacom prepaid number.

After emailing vodacom 4 times I decided to call them, and they couldn't give me a straight answer why this isn't possible. The answer they gave me is the "new number is already activated".

I understand that but why can't I use my old number with my new contract. Why can't they keep the contract in tack, just change the numbers? It is after all only on a database on a computer system.

I must say this is the first time I experienced lack of support and clarity from vodacom, and its leaving a bad taste in my mouth.

Regards,

SUPPLIER'S RESPONSE

Hello parker85

Please note that we have requested further information from our Billing Division regarding your query.

As discussed, we will provide you with an update as soon as this has been received.

Regards
Roderique Lategan

CUSTOMER'S FEEDBACK

Utterly disgusted: There is no technical reason for not allowing me to use my old vodacom number with my new contract, It's a "Business Policy", So there is no true customer support at Vodacom.

 

[JK8]

I signed a new contract with vodacom on the 12/11/2007 and only realized after I signed the contract I want to use my old vodacom prepaid number.

Tough one... Its alot of work that they have to do, account details needs to be changed, banking details, billing, activations clip etc etc
All these are generated together so now to keep the existing data and edite only the cell number will be quite a bit and also hoping all the data is updated in time and correctly.

You wouldnt know about all that, but you should have realized that you would need your number.

 

[ajax]

Well, I wonder what their story would have been if your complaint was something along the lines of too many people at work have your number and they call you at night, etc. etc. so you want to change your number.

If even Telkom allows changing your number (I did it once) then surely the very modern mobile phone networks can also do this?

 

[Crabby]

Leavig a bad taste in my mouth too since Im still at bloody work.

Hi Guys

Just want to share my story how I burned my fingers with Vodacom. It's really a sad day today for me, because its the first time Vodacom disappointed me.

You can read the whole story below, but what happened is I signed a new contract without asking them to use my old number. Afterwards I decided to call customer care and ask if it is possible.

Long story short: Yes it is possible but it's in their business policy to not allow it. So they can help me, they just don't want to help me. So much for customer care.

Regards,

Quick question - do you still have your prepaid sim card and is it still active ?

If it isn't active then you will have probably lost it as the numbers get recylcled back into the prepaid pool(which is currently very short of numbers)

If it is already recycled then its already been allocated to a starter pack and there is no way anyone can help you get that back.

If its still in the pool, there might be a chance something can be worked out, but that would also be dependant on what contract package you are on.

 

[d-_-b]

Tough one...

I offered to pay for my mistake, and they just said no or actually "It's not business policy" so they can't do it aka "We already have you on contract and we don't actually care about you as a customer".

Well, I wonder what their story would have been if your complaint...

Maybe I should have tried that, but why should I lie to try to get some after sales support from them?

And I asked for a technical reason and they basically told me yes they can do it but they don't want to do it aka "screw you".

Quick question - do you still have your prepaid sim card and is it still active ?

Yes its still active and I'm using it, my airtime window on my old number is until the end of 2009. My new contract is a Business Top Up.

Regards,

 

[JK8]

Wow I just remembered you can change your number....
But not sure if you can change it to an existing number....


Ill find out.

 

[Crabby]

Yes its still active and I'm using it, my airtime window on my old number is until the end of 2009. My new contract is a Business Top Up.

Im waiting on feedback from another friend.

You definately can't MSISDN swop to an existing number still in use. That you could get around by terminating the prepaid sim, but there is another issue.

It looks like you can't MSISDN swop on a prepaid contract like top-ups.

I will let you know when he gets back to me.

 

[Roo!]

Sounds like a crock to me, it's simply changing a record on the imsi database (HLR) and having your billing record showing number A instead of number B. Ever so difficult, hey?!

 

[JK8]

Im waiting on feedback from another friend.

You definately can't MSISDN swop to an existing number still in use. That you could get around by terminating the prepaid sim, but there is another issue.

It looks like you can't MSISDN swop on a prepaid contract like top-ups.

I will let you know when he gets back to me.

But both numbers are used by the same subscriber... maybe it can be done...

 

[d-_-b]

Sounds like a crock to me, it's simply changing a record on the imsi database (HLR) and having your billing record showing number A instead of number B. Ever so difficult, hey?!

I feel the same about it and thats why I asked Vodacom for a technical answer why it's not possible and they just told me it's "Business policy" not to help their customer.

But both numbers are used by the same subscriber... maybe it can be done...

I hope so, but like I said Vodacom doesn't want to help. I would probably need to find someone on the inside of Vodacom that will go the extra mile for me.

Im waiting on feedback from another friend.
...
I will let you know when he gets back to me.

Ill find out.

Thanks, any information on how to deal with the beast Vodacom would be appreciated.

Regards,