Vodacom refund on order cancelled by them

Suspect99

Suspect99

Executive Member
Joined
Aug 22, 2012
Messages
7,438
Reaction score
2,272
Location
/\/¯¯¯¯¯\/\
On the 5th April I placed an order for a prepaid phone on the Vodacom online store.

I ordered as a guest since I am not a Vodacom customer and did not create an account.
I paid with my credit card and the transaction was successful and the money was reserved on my credit card.
The vodacom website stated that I would receive an order and tracking number shortly.

After 1 week I received no order or tracking number from vodacom and the funds were still reserved on my card.

I called the call centre 082135, who put me through to online sales ( who claim to only be able see contract applications, they put me to aftersales who claimed the same).

I got transferred to 9 other numbers who all couldn't help.
They eventually told me to go to a vodacom store with my POP.

I went there and they told me that "the online store is our competitor and we don't have access to their system"

Midnight on Friday 12th April I get an SMS say that your order E****** is cancelled . If you believe this is an error please call 0821945

I think, Well at least I have an order number now and can get my money back. I call the number and they say they cant assist with prepaid sales made on the website:rolleyes:. They advise me to send an email to [email protected]. I email them and get an automated reply telling me that they are moving to the vodapay app. I phone vodapay and they advise me that vodapay is different to the vodacom.co.za online store so they can't access their system.
I eventually get hold of a team leader who asks me for my order number and proof of payment via email and she'll escalate.
I send her the docs and its been 48 hours and shes ghosting me.

Has anyone been through a similar experience/ or know how to get hold of anyone in vodacom that has access to the online prepaid sales system.
Its been hugely frustrating. My order has been arbitrarily cancelled and they still have my funds

I could do a bank chargeback, but that might take a while.
 
Last edited:
Bliksis said:
Jesus what is wrong with the way business is done these days. Fkn hell.
Click to expand...
These companies get so big and management so scared of messing up that the drones beneath them that take these calls have such strict scripts and limited operating parameters that they're effectively useless at doing anything. The inefficiency is mind-boggling.
 
saor said:
These companies get so big and management so scared of messing up that the drones beneath them that take these calls have such strict scripts and limited operating parameters that they're effectively useless at doing anything. The inefficiency is mind-boggling.
Click to expand...
It's like all their branches are separate companies too, making even the smallest query a tedious and confounding process.

In my opinion this is deliberate.
 
Bliksis said:
It's like all their branches are separate companies too, making even the smallest query a tedious and confounding process.

In my opinion this is deliberate.
Click to expand...

Yeah they do the same thing if you want to cancel. Have to call the call centre and then be put on hold forever whilst your airtime drains. They somehow can't cancel a contract in a store. It's ridiculous.
 
Forum Reader said:
Yeah they do the same thing if you want to cancel. Have to call the call centre and then be put on hold forever whilst your airtime drains. They somehow can't cancel a contract in a store. It's ridiculous.
Click to expand...
Stores only sell you stuff. That's all. They cannot help you with anything.
 
Anyone have any leads? writing a Hello Peter review now for what its worth. Then if no joy by Monday will go the chargeback route
 
Suspect99 said:
On the 5th May I placed an order for a prepaid phone on the Vodacom online store.

I ordered as a guest since I am not a Vodacom customer and did not create an account.
I paid with my credit card and the transaction was successful and the money was reserved on my credit card.
The vodacom website stated that I would receive and order and tracking number shortly.

After 1 week I received no order or tracking number from vodacom and the funds were stilll reserved on my card.

I called the call centre 082135, who put me through to online sales ( who claim to only be able see contract applications, they put me to aftersales who claimed the same).

I got transferred to 9 other numbers who all couldn't help.
They eventually told me to go to a vodacom store with my POP.

I went there and they told me that "the online store is our competitor and we don't have access to their system"

Midnight on Friday 12th May I get an SMS say that your order E****** is cancelled . If you believe this is an error please call 0821945

I think, Well at least I have an order number now and can get my money back. I call the number and they say they cant assist with prepaid sales made on the website:rolleyes:. They advise me to send an email to [email protected]. I email them and get an automated reply telling me that they are moving to the vodapay app. I phone vodapay and they advise me that vodapay is different to the vodacom.co.za online store so they can't access their system.
I eventually get hold of a team leader who asks me for my order number and proof of payment via email and she'll escalate.
I send her the docs and its been 48 hours and shes ghosting me.

Has anyone been through a similar experience/ or know how to get hold of anyone in vodacom that has access to the online prepaid sales system.
Its been hugely frustrating. My order has been arbitrarily cancelled and they still have my funds

I could do a bank chargeback, but that might take a while.
Click to expand...
Yes, exact same experience last year with the Huawei watch special. Spent just over R400. Had to jump through all those hurdles you just crossed now with no success. Just wrote it off as school fees. It boggles the mind that a massive company like Vodacom does this.
 
IVTEC said:
Yes, exact same experience last year with the Huawei watch special. Spent just over R400. Had to jump through all those hurdles you just crossed now with no success. Just wrote it off as school fees. It boggles the mind that a massive company like Vodacom does this.
Click to expand...
Thats not good news

This purchase wasnt a special. and its a flagship phone so a heck of a lot more than R400. I can't just write it off
 
Suspect99 said:
On the 5th May I placed an order for a prepaid phone on the Vodacom online store.

I ordered as a guest since I am not a Vodacom customer and did not create an account.
I paid with my credit card and the transaction was successful and the money was reserved on my credit card.
The vodacom website stated that I would receive and order and tracking number shortly.

After 1 week I received no order or tracking number from vodacom and the funds were stilll reserved on my card.

I called the call centre 082135, who put me through to online sales ( who claim to only be able see contract applications, they put me to aftersales who claimed the same).

I got transferred to 9 other numbers who all couldn't help.
They eventually told me to go to a vodacom store with my POP.

I went there and they told me that "the online store is our competitor and we don't have access to their system"

Midnight on Friday 12th May I get an SMS say that your order E****** is cancelled . If you believe this is an error please call 0821945

I think, Well at least I have an order number now and can get my money back. I call the number and they say they cant assist with prepaid sales made on the website:rolleyes:. They advise me to send an email to [email protected]. I email them and get an automated reply telling me that they are moving to the vodapay app. I phone vodapay and they advise me that vodapay is different to the vodacom.co.za online store so they can't access their system.
I eventually get hold of a team leader who asks me for my order number and proof of payment via email and she'll escalate.
I send her the docs and its been 48 hours and shes ghosting me.

Has anyone been through a similar experience/ or know how to get hold of anyone in vodacom that has access to the online prepaid sales system.
Its been hugely frustrating. My order has been arbitrarily cancelled and they still have my funds

I could do a bank chargeback, but that might take a while.
Click to expand...
A suggestion that might not lead to anything worthwhile, but possibly worth a try ?

Download the "My Vodacom" app.
There's the option of putting in an email address or username, instead of cell number (assuming that hadn't been allocated yet, before they cancelled the order).

This might still allow you to "transact" wrt the cancelled order, whereby you could possibly escalate the issue from within the app / request refund against the cancelled order etc.

At least you'd be doing something that's within your control & not relying on the unhelpful at Vodacom.

Otherwise, perhaps @Ockie could get involved in trying to help you out ?

As an aside, you wrote "May" twice in your post, yet we're still in April !
 
If you have paid with your credit card, can't just reverse or dispute the transaction with your bank?
 
BCR said:
A suggestion that might not lead to anything worthwhile, but possibly worth a try ?

Download the "My Vodacom" app.
There's the option of putting in an email address or username, instead of cell number (assuming that hadn't been allocated yet, before they cancelled the order).

This might still allow you to "transact" wrt the cancelled order, whereby you could possibly escalate the issue from within the app / request refund against the cancelled order etc.

At least you'd be doing something that's within your control & not relying on the unhelpful at Vodacom.

Otherwise, perhaps @Ockie could get involved in trying to help you out ?

As an aside, you wrote "May" twice in your post, yet we're still in April !
Click to expand...
Ah damn. yes it was April not may. thanks

Will try the my vodacom route
 
Suspect99 said:
Ah damn. yes it was April not may. thanks

Will try the my vodacom route
Click to expand...
At the very least, it might show you the current status of what's going on - assuming you're able to pick anything up in the first place.

Sometimes things are happening at these big co's behind the scenes without us being made aware - a few years ago I was helped in-person by someone at Old Mutual & after an initial email response to a query, she ignored further correspondence.

In the 2nd week the result I'd been after was in place, along with confirmation email from another source.

Hopefully you'll get it sorted soon, but I'd personally feel uncomfortable buying online from Voda, MTN, Telkom, though obviously many do.
 
BCR said:
At the very least, it might show you the current status of what's going on - assuming you're able to pick anything up in the first place.

Sometimes things are happening at these big co's behind the scenes without us being made aware - a few years ago I was helped in-person by someone at Old Mutual & after an initial email response to a query, she ignored further correspondence.

In the 2nd week the result I'd been after was in place, along with confirmation email from another source.

Hopefully you'll get it sorted soon, but I'd personally feel uncomfortable buying online from Voda, MTN, Telkom, though obviously many do.
Click to expand...
I just tried the my Vodacom app and My Vodacom. No transactions showing on both with the email address and cellphone number I used to checkout.
Thanks for the suggestion
 
BCR said:
Otherwise, perhaps @Ockie could get involved in trying to help you out ?
Click to expand...
Unfortunately I only work with business contract accounts (though some of my customers do buy cash phones through me also which I am able to do and I sell to them at the Vodacom Recommended Retail price. I cannot get involved with people that choose to go the direct online route with Vodacom. That is why my customers deal with me and dont do anything online or telephonically when it comes to Vodacom. All upgrades and new contracts are decided on via email and I get their signed letter, I place stock order, I get the stock and I deliver to them. Done. All traceable and they know that they can speak to me if anything goes wrong. No getting passed from agent to agent.
 
I got a call a few minutes ago from Vodacoms HelloPeter team who took down my details and said he knew who to contact to get things going.
Said they will phone me tomorrow with an update.

So hopefully I have some movement
 
Ockie said:
Unfortunately I only work with business contract accounts (though some of my customers do buy cash phones through me also which I am able to do and I sell to them at the Vodacom Recommended Retail price. I cannot get involved with people that choose to go the direct online route with Vodacom. That is why my customers deal with me and dont do anything online or telephonically when it comes to Vodacom. All upgrades and new contracts are decided on via email and I get their signed letter, I place stock order, I get the stock and I deliver to them. Done. All traceable and they know that they can speak to me if anything goes wrong. No getting passed from agent to agent.
Click to expand...
Thanks for responding nevertheless, and providing a detailed explanation.
 
Suspect99 said:
I got a call a few minutes ago from Vodacoms HelloPeter team who took down my details and said he knew who to contact to get things going.
Said they will phone me tomorrow with an update.

So hopefully I have some movement
Click to expand...
That's great - especially if it happens as promised.

Didn’t ever know or realise Hello Peter responses could be that pro-active.(with promises of subsequent calls).
 
Suspect99 said:
I got a call a few minutes ago from Vodacoms HelloPeter team who took down my details and said he knew who to contact to get things going.
Said they will phone me tomorrow with an update.

So hopefully I have some movement
Click to expand...
I didnt do this, perhaps I should leave a post on hellopeter and maybe I can get some of my money back.
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X