WENDY KNOWLER: Network blocks customer's number after multiple calls about undelivered device

Relebogile Mabotja interviews Wendy Knowler, Consumer Journalist.

Listen below (skip to 08:80).

Knowler outlines the case of Brett, who contacted Vodacom with a query, which led to a sales call where he agreed to an upgrade. However, he never received the phone.

After his multiple calls to the network to find out where his new phone was, Vodacoms's automated number-blocking system kicked in. According to Vodacom, the block remains in place for 30 days.

The network explained that its system flags numbers that call the centre excessively in one day to prevent fraud. He was mistakenly flagged, but after clarification, the restriction was lifted, allowing him to contact the centre again.

Further inquiry revealed his preferred device was on backorder, and when it became available, delivery failed because the courier didn’t have his contact details.

Vodacom stated: 'We have since reversed the upgrade; because Brett elected to go in-store to have his upgrade processed. We have also processed a credit note against the November invoice.'

Scroll up to the audio player to listen to the interview.