Vodacom unclear on 3G data bundle carry-over
Vodacom 3G Broadband Support
Vodacom Customer Care?
In November 2009 I logged a call with the Vodacom Broadband Support Centre re their perceived inability to do a monthly carry-over of unused data on my 3 Gigabyte 3G business contract data bundle. Meaning that I cannot get unused data to be transferred to the following month (as part of the contract agreement). This matter was never resolved and at the time I decided to rather use all allocated monthly data than to wait for this sub-standard outfit effort to sort the problem out. Vodacom carry-over rules
At the end of April 2010 I was left with 370 MB of unused data - and low and behold it is again not carried over. (here the data record) After contacting the Vodacom Broadband Support Centre today it was very quickly established that they cannot even see my data bundle information (and therefore do not know what package I am on). So I am back to November 2009.
How is it indeed possible for Vodacom to bill me correctly every month considering the fact that [some of] their internal systems cannot even correctly display basic data information? Then it is no wonder they have no carry over information. SHOCKING -and again I was told that they will have to log a fault.
And I was also told that they did indeed try and contact me back in November, but I never answered my phone. Well it is quite impossible to take a call when the sim card / phone number in question is attached to a 3G Data Express Card (integrated in my notebook).
Needless to say, even if Vodacom did contact me, they did nothing to solve the problem. I have been a business contract subscriber on Vodacom 3G Broadband service for almost four years and they still cannot get their Accounts / Integrated systems sorted out.
I am [again] furious of this absolute lack of service and support from Vodacom. I pay my bill per debit order (as part of a business account) month after month and up to now (since October 2009) probably lost close to a gigabyte of unused data. And of course they will dispute this.Why? Because they have no trace of my information.....
I have no trust that this problem will ever be sorted, as I lost confidence in Vodacom's ability to offer any professional support to their 3G Broadband customers.
The worst is, is that the call centre operators / team leaders take little responsibility to even TRY to find a solution (of more than just telling me they are logging a call / fault). Always the same thing. Vodacom gets a low vote of any confidence in their call centre customer care for inbound and / or outbound phone call management.
This issue is finally under investigation. Thank you to @vodacom on Twitter for their online support.
Email message from Vodacom Customer Care (4 May 2010 - 9:11)
Please be advised that our records reflect that this matter is currently being investigated by our Advanced Data department. Your reference number is S2-6KP2D-DT970. Please note that this can take up to 14 working days.
Updated - 5 May 2010
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| Posted by Vernon Chalmers on 1 May 2010 | disclaimer |
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