I have been a very loyal Vodacom customer since Feb 2000.
Never defaulted on any bills. But the service I received during the last couple of days has left me with no choice but to revert to this platform.
Sequence of events:
On Wednesday evening 4 November, I made a purchase as reward for my son on one of his games (due to good marks) I utilised the option to have it added to my bill. Something I have done previously through Playstore, to the same software developer.
We received confirmation on the game that the transaction was successfully processed.
At 14H19 on the next day I received a text from Vodafone confirming the purchase, screenshot will be supplied (No suspicion was raised, as we all know sms is not always fast)
After that I noticed my phone did not have signal. But thought it does happen that it drops now and again. When I got home my phone connected to my WiFi network, I have a VOX satellite link at home, thus I still had network.
Thus no suspicion was raised, as WhatsApp, etc were fine. It was however odd that I received no SMS's or calls during the night.
On Friday morning I tried making a call. And I was redirected to an automated response "Your account has been suspended, please contact your service provider".
Obviously I was shocked. Then went into my internet banking to see if my debit order maybe failed. Which it did not.
The following needs context.
I am a senior manager on one of the world's deepest mines, on top of my normal duties, I am in charge of the mine rescue teams.
Thus my ability to communicate is essential. Minutes can save lives in case of an emergency.
I immediately tried phoning customer care from my office number (but due to company phone settings, 082135, is not allowed to go through)
I then had to go and borrow a phone from a subordinate, to phone in to customer care. (an embarrassing experience to say the least)
After about 3 attempts I finally managed to get to a consultant, who then said my phone was under admin block by the fraud division.
I then asked her to please get back to me on my land line.
She then texted what needs to be done to my subordinates phone, to get my account reactivated.
I Obviously complied and sent everything requested.
But the mail kept on failing.
I then had to again borrow another subordinate's phone to phone in. Again after a couple of attempts I managed to get through and was supplied with a different address, where the files then actually were sent successfully.
I received no response.
When I arrived home I then loaded airtime on my data only, MTN tablet and after numerous calls where I spoke to supervisors. Resending the info, and big promises made.
I still had no response.
After R300 of airtime. I just gave up.
The consultants and their supervisors tried their utmost to assist, I even asked them to please wake someone senior as an emergency might arise at any given time and lives can be at stake.
I then placed my MTN SIM in my Vodacom phone, loaded am additional R500 airtime. Just to get some communication going (and as you can imagine. It is a data line thus nobody on my team picked up their phones, as they do not recognize the number)
I am posting this on Monday the 9th at 18h00.
And am still using my MTN line.
Vodacom please can someone contact me.
I would advise you look at Standard and ABSA banks on the exceptional protocols when they suspect fraud.
Your team has now exposed me even more to fraud as none of my banks can contact me, if ther is suspected fraud. I can do no online credit card transactions. (Everything is linked to the Vodacom number) I could fortunately hand over my rescue team responsibilities to a junior manager.
If someone can maybe give advice I would truly appreciate.
Vodacom surely is not going the extra mile now.