Vodacom complain review
I thought I was a valued customer of Vodacom.
I have been a loyal customer for the past few years, and have recommended Vodacom to friends and family. But I have realised that loyalty does not mean a thing now does it?... Especially not a prepaid customer.
Currently I am extremely unhappy and disappointed in Vodacom due to the fact that I received no joy from the call centre or any of the other channels(which include sending several emails to Vodacom and Mr Joosub, CEO of Vodacom) . Not that I have any illusions of anything coming from this, I am certainly not the first customer to complain, and certainly not the last.But I am hoping that by using this platform I can warn someone out there.
On 10April 2019 we were involved in an accident.
I registered the accident to *****motor insurance and was assigned an assessor to the case.
The assessor made several requests, and one of them was my call log for the day of the accident 10 April 2019 from 12:00-18:00.
He emailed me the pre-written document/affidavit from Vodacom giving consent to a third party appealing for information on my behalf, which contained my personal information:Full name, ID number and physical address requesting details of incoming/outgoing calls, SMSs and base station information which I was supposed to sign and certify and sent back.
What was strange is that in the document he referred to me as a male and the date for the requested call log was 5th April 2019 instead of the 10th of April 2019,which is a clear indication that he used the document before.I signed and send back the documents against legal advice because I just wanted to settle the matter.
On 21June 2019 I went to a Vodacom shop in the with the affidavit to question if insurance companies has an arrangement with Vodacom that allowed third parties to act on behalf of clients and if Vodacom are aware of the pre-written affidavit.
I was advised by the store manager that the Vodacom logo doesn't seem right and that the document contains personal information that Vodacom does not have. The matter was referred to the fraud department for investigation.The response I got was that I will get feedback in 7-14 days
It is now more than two months ...62 days excluding weekends to be exact. I keep hitting a brick wall. Vodacom keeps issuing me with reference numbers and promise to get back to me within 7-14 days but never honor the promise. And when I do ask for feedback I get no response.
At some stage I got a call from the Client liaison officer Mr Thato Makoti who conveniently didn't received the document in question I mailed him. And again…. Zero response.
According to Vodacom's privacy policy:
Use and analysis of your personal information to:
° Prevent and detect fraud or other crimes.
°Protect the interests of our customers,including any information which may identify you as an individual.
I think that the only interest here are that of Vodacom and not of the Client.
So how about this I look forward to not hearing from you, or anyone else from Vodacom for that matter, because you are very good at not following up with your clients
Kind regards
Megan