Poor ********* service

The compliant relates to both Vodacom and Elite mobile, which is a service provider to Vodacom. To make an error is one thing - but to make continuous errors on one account, is taking bad service to a new level.

The issue dates back as far back as October 2016, when Elite Mobile in error opened a cellular contract on my name on a data sim contract that had been cancelled several months prior. It took an endless amount of calls to get this issue resolved and eventually on May 2017, Elite Mobile accepted the error, refunded me the amount I had paid to the contract until that time for the contract created in error and confirmed that they would close the account with Vodacom.

All should have been addressed, however, ever since June 2017 Vodacom continued billing me for the contract and a phone I have never owned. As the original error was due to Elite Mobile I logged several calls, and spoke to several call centre agents to try to get the matter resolved. Although I unfortunately did not keep track of all the names, those I did keep track of included, Clarisa Moodley (2017/10/12); Sekai Gere (2017/10/27); Marion Naicker (2017/11/15 and 2017/11/28).

Based on the calls mentioned above, Elite mobile confirmed the account billing had been stopped and that my refund would be paid 13 October, which needless to say did not happen. Each time I called to follow-up, it was mentioned that the call had been resolved and the money had been refunded. However, the refund had not been received and I was still being billed R879 each month. At the end of last year, Elite Mobile then stated I should call Vodacom directly to resolve the matter, as they had logged the call with Vodacom. To add, although in all the calls made to Elite mobile the agents said they would provide me with an update, calls were never received.

In frustration I call Vodacom directly and surprise, surprise, they knew nothing about the complaint/ request. I then had to log a call with Vodacom which they said would take 14 days to address, meanwhile I am still being bill. Needless to say, despite several frustrating calls, which kept getting closed without any valid reason, I am to date still being billed for a contract I have never used and a phone I have never owned. Although I do not have all the reference numbers, I do have the reference number for the call logged on 28 November 13:22 with Thabisa I_ ********** ********** .

I am at my wits end, because the fight between Elite and Vodacom has been ongoing since last year November 2016, due to an error cause by Elite Mobile. In addition to the amount of R879 that have been taken from my account since June 2017 and the endless time and costs spend on call to both Elite mobile and Vodacom, I am no further than I was in June.

This is not only bad services, but is non complaint to consumer regulations. So I am submitting this review in the hope for response.

The mobile number in question ********** 1080, Vodacom account number QC160244-9