quovadis
Honorary Master
I have been a member of Mybroadband for many years now - Introducing my first ever rant...
I have been a contract post-paid customer of Vodacom for over 14 years - during this time my accounts have been in good order and paid via debit order without fault every month since inception.
In October 2013 I decided that Vodacom was no longer competitive with newer entrants in the market namely Cell C and Telkom Mobile and decided that it was time to give the newer competitors a shot and in doing so realise a cost saving of over 50% per month.
I enquired at a Vodacom branch as to the process to keep my number and port to another service provider and was told that I would have to contact customer care via email for assistance (My contract was 1 month shy of being completed but there is no time like the present). I contacted Vodacom Customer Care and received a Premature Cancellation Quotation for my account on 29 October 2013 which contained a settlement figure including unbilled usage charges. The document was received at approximately 5pm - It was completed, paid and the necessary documents attached and emailed at approximately 8pm that evening requesting the contract be cancelled and the account be converted to prepaid so that the number may be retained.
Now it must be noted that in addition to this quotation I had two current invoices totalling +-R1,300 for the month of October which were due to be paid via debit order as at 1 November 2013 (Like all invoices before - and this debit order was honoured).
On 30 October 2013 I contacted Vodacom customer care to ascertain when the account would be converted to prepaid and received an SMS and confirmation that my account would be cancelled and converted to prepaid at 31 October 2013.
On 31 October 2013 my account was still not prepaid and I queried this with Vodacom and was informed in writing via email that my number had been cancelled and would be on prepaid as at 1 November 2013. On 31 October 2013 I purchased a prepaid voucher in advance to ensure I would have continued service.
On 1 November 2013 my account was still not on prepaid and I enquired with Vodacom as to why this had not happened yet. I was informed that they would get back to me in due course.
After no response on 4 November 2013 I contacted Vodacom again to enquire as to why the cancellation had not gone through. I was informed it was escalated to Retentions Division and they would revert within 24 hrs.
On 5 November 2013 I sent another email to Vodacom customer care stating that I was still waiting for a response and update and reiterated the issues at hand.
On 6 November 2013 I received an email from Vodacom stating that due to the amount of time that had passed since my last interaction I would have to verify my account information. I emailed the requested verification information through and was told that I would have to wait 24hrs for a response.
On 7 November 2013 I decided to go to a competitor to Vodacom where I opened an account, signed up for a new contract and requested a port of my old number to the new service provider. Everything went smooth up until the authorisation for the port which failed with reason MNP - Invalid Deleted Status.
I was advised by the new SP to go to the Vodacom shop a few shops down. I went to the Vodacom shop and explained the history and the representative was informed by whoever they called that the new SP should resubmit the MNP Request using prepaid as the account type instead of contract. The Vodacom representative accompanied me to the new SP’s store to explain the situation.
I received an email at 12:26pm on the same day from Vodacom stating that the number was on prepaid and confirmed that I would be able to port out to another network. This email was accompanied by an email with another statement from Vodacom now including costs incurred between 1 November and 4 November on the contract account (The period the account was already supposed to be on prepaid - Due to necessity I had to use my phone however could not load the prepaid airtime purchased as the account was still on contract despite assurances to the contrary)
Despite this explanation when the new SP tried to port my number with the new parameters the request failed with reason MNP - Invalid Contract Type. This was 2.5hrs after this email stating I could port. I emailed Vodacom Customer care requesting that they call me as soon as possible.
I received a phone call from Vodacom at 16:43 and reiterated the issues at hand. I was informed that the status of my account was pre-legal due to outstanding amounts in arrears for the account and that I should call pre-legal and discuss it with them.
At 16:47pm I called Vodacom pre-legal and for 36 minutes explained the Catch 22 situation of paying a premature cancellation and despite outstanding invoices being paid by debit order my account was still not converted to prepaid (despite assurances that it was/would be) and my number was unable to be ported I was then referred back to the Retention Cancellations department as it was agreed that I was being prejudiced by the cancellation not being effected on the date confirmed by the cancellations department.
I tried to call the Retentions Cancellations department twice at 17:24 and 17:36 but after a total of 13 minutes on hold I gave up and sent an email to them asking for clarification. I received a confirmation stating I would receive a response in 24hrs.
On November 8 I received a phone call at 7:19am. I was informed by Vodacom that my port was denied as my account was in arrears. I asked how this was possible and they informed me that my payment for the premature cancellation was only reflected on my account on 1 November 2013. I then disagreed with this as I am in possession of a statement showing a payment reflecting at 29 October 2013 showing the premature cancellation amount reflecting. Vodacom then backtracked and said it was because my payment for the outstanding invoices was still outstanding - when I pointed out that the invoices are paid via debit order and the debit order was reflecting on the statement at 1 November 2013 and my account was still not converted to prepaid I was then advised that they would escalate the matter. On enquiring why I was unable to port the number I was informed that Vodacom can deny a port based on an account not being paid (The account is paid to current and the additional usage which was forced for the period between when the account was supposed to be converted to prepaid (31 October) and now was only due end of November 2013. I explained that Vodacom is in contravention of the MNP regulations as per the department of telecommunications and was told that this was not correct and they can deny a MNP request for an account which is current and not paid up. I asked for this in writing and was denied. I also asked for a copy of the voice recording and was denied and told I would have to get a subpoena/court order.
I received a confirmation email from Vodacom at 7:49am stating that the matter will be investigated and will be in contact in 24-48hrs.
At 8:18am I made the decision to pay the additional charges incurred between 1-4 November for the princely sum of R222.86 stating to Vodacom in an email that I am paying this under duress and I am being extorted by Vodacom denying my port due to an outstanding amount on my account caused by their inability to cancel the account and convert to prepaid on the date they confirmed the account would be converted.
It must be noted that these charges are for usage (voice and data) which technically since I was never converted to prepaid would fall within my free allocated minutes and data allocation. So in essence despite Vodacom saying I am on prepaid I am able to make calls and my balance on *111# shows free minutes/data being available and being on contract still but Vodacom still charge me for usage since they insist I am on prepaid yet I am unable to load a prepaid voucher.
As of right now *111# still shows me as a contract customer despite assurances to the contrary.
I would advise that anyone thinking of leaving Vodacom and taking their number with to take my experience as what to expect. MNP is a massive failure at Vodacom and is truly anti-competitive in nature and with prejudice.
What Vodacom has not realised is that even if my experience at my new SP turns out to be the worst experience of my life the chance of them regaining me as a customer is now zero. This will also extend to friends, colleagues and family and the companies which I have influence over (250 Vodacom accounts) have all be instructed to convert to other service providers for more competitive offers and better service on expiration of these existing Vodacom contracts.
I have been a contract post-paid customer of Vodacom for over 14 years - during this time my accounts have been in good order and paid via debit order without fault every month since inception.
In October 2013 I decided that Vodacom was no longer competitive with newer entrants in the market namely Cell C and Telkom Mobile and decided that it was time to give the newer competitors a shot and in doing so realise a cost saving of over 50% per month.
I enquired at a Vodacom branch as to the process to keep my number and port to another service provider and was told that I would have to contact customer care via email for assistance (My contract was 1 month shy of being completed but there is no time like the present). I contacted Vodacom Customer Care and received a Premature Cancellation Quotation for my account on 29 October 2013 which contained a settlement figure including unbilled usage charges. The document was received at approximately 5pm - It was completed, paid and the necessary documents attached and emailed at approximately 8pm that evening requesting the contract be cancelled and the account be converted to prepaid so that the number may be retained.
Now it must be noted that in addition to this quotation I had two current invoices totalling +-R1,300 for the month of October which were due to be paid via debit order as at 1 November 2013 (Like all invoices before - and this debit order was honoured).
On 30 October 2013 I contacted Vodacom customer care to ascertain when the account would be converted to prepaid and received an SMS and confirmation that my account would be cancelled and converted to prepaid at 31 October 2013.
On 31 October 2013 my account was still not prepaid and I queried this with Vodacom and was informed in writing via email that my number had been cancelled and would be on prepaid as at 1 November 2013. On 31 October 2013 I purchased a prepaid voucher in advance to ensure I would have continued service.
On 1 November 2013 my account was still not on prepaid and I enquired with Vodacom as to why this had not happened yet. I was informed that they would get back to me in due course.
After no response on 4 November 2013 I contacted Vodacom again to enquire as to why the cancellation had not gone through. I was informed it was escalated to Retentions Division and they would revert within 24 hrs.
On 5 November 2013 I sent another email to Vodacom customer care stating that I was still waiting for a response and update and reiterated the issues at hand.
On 6 November 2013 I received an email from Vodacom stating that due to the amount of time that had passed since my last interaction I would have to verify my account information. I emailed the requested verification information through and was told that I would have to wait 24hrs for a response.
On 7 November 2013 I decided to go to a competitor to Vodacom where I opened an account, signed up for a new contract and requested a port of my old number to the new service provider. Everything went smooth up until the authorisation for the port which failed with reason MNP - Invalid Deleted Status.
I was advised by the new SP to go to the Vodacom shop a few shops down. I went to the Vodacom shop and explained the history and the representative was informed by whoever they called that the new SP should resubmit the MNP Request using prepaid as the account type instead of contract. The Vodacom representative accompanied me to the new SP’s store to explain the situation.
I received an email at 12:26pm on the same day from Vodacom stating that the number was on prepaid and confirmed that I would be able to port out to another network. This email was accompanied by an email with another statement from Vodacom now including costs incurred between 1 November and 4 November on the contract account (The period the account was already supposed to be on prepaid - Due to necessity I had to use my phone however could not load the prepaid airtime purchased as the account was still on contract despite assurances to the contrary)
Despite this explanation when the new SP tried to port my number with the new parameters the request failed with reason MNP - Invalid Contract Type. This was 2.5hrs after this email stating I could port. I emailed Vodacom Customer care requesting that they call me as soon as possible.
I received a phone call from Vodacom at 16:43 and reiterated the issues at hand. I was informed that the status of my account was pre-legal due to outstanding amounts in arrears for the account and that I should call pre-legal and discuss it with them.
At 16:47pm I called Vodacom pre-legal and for 36 minutes explained the Catch 22 situation of paying a premature cancellation and despite outstanding invoices being paid by debit order my account was still not converted to prepaid (despite assurances that it was/would be) and my number was unable to be ported I was then referred back to the Retention Cancellations department as it was agreed that I was being prejudiced by the cancellation not being effected on the date confirmed by the cancellations department.
I tried to call the Retentions Cancellations department twice at 17:24 and 17:36 but after a total of 13 minutes on hold I gave up and sent an email to them asking for clarification. I received a confirmation stating I would receive a response in 24hrs.
On November 8 I received a phone call at 7:19am. I was informed by Vodacom that my port was denied as my account was in arrears. I asked how this was possible and they informed me that my payment for the premature cancellation was only reflected on my account on 1 November 2013. I then disagreed with this as I am in possession of a statement showing a payment reflecting at 29 October 2013 showing the premature cancellation amount reflecting. Vodacom then backtracked and said it was because my payment for the outstanding invoices was still outstanding - when I pointed out that the invoices are paid via debit order and the debit order was reflecting on the statement at 1 November 2013 and my account was still not converted to prepaid I was then advised that they would escalate the matter. On enquiring why I was unable to port the number I was informed that Vodacom can deny a port based on an account not being paid (The account is paid to current and the additional usage which was forced for the period between when the account was supposed to be converted to prepaid (31 October) and now was only due end of November 2013. I explained that Vodacom is in contravention of the MNP regulations as per the department of telecommunications and was told that this was not correct and they can deny a MNP request for an account which is current and not paid up. I asked for this in writing and was denied. I also asked for a copy of the voice recording and was denied and told I would have to get a subpoena/court order.
I received a confirmation email from Vodacom at 7:49am stating that the matter will be investigated and will be in contact in 24-48hrs.
At 8:18am I made the decision to pay the additional charges incurred between 1-4 November for the princely sum of R222.86 stating to Vodacom in an email that I am paying this under duress and I am being extorted by Vodacom denying my port due to an outstanding amount on my account caused by their inability to cancel the account and convert to prepaid on the date they confirmed the account would be converted.
It must be noted that these charges are for usage (voice and data) which technically since I was never converted to prepaid would fall within my free allocated minutes and data allocation. So in essence despite Vodacom saying I am on prepaid I am able to make calls and my balance on *111# shows free minutes/data being available and being on contract still but Vodacom still charge me for usage since they insist I am on prepaid yet I am unable to load a prepaid voucher.
As of right now *111# still shows me as a contract customer despite assurances to the contrary.
I would advise that anyone thinking of leaving Vodacom and taking their number with to take my experience as what to expect. MNP is a massive failure at Vodacom and is truly anti-competitive in nature and with prejudice.
What Vodacom has not realised is that even if my experience at my new SP turns out to be the worst experience of my life the chance of them regaining me as a customer is now zero. This will also extend to friends, colleagues and family and the companies which I have influence over (250 Vodacom accounts) have all be instructed to convert to other service providers for more competitive offers and better service on expiration of these existing Vodacom contracts.
