Vodacom - ICASA no response to compaint

On Saturday the 28th of May, I ran out of minutes on my account ? the first time in years. I have 800minutes every month.

I immediately went to the Vodacom store in Centurion Mall and the consultant showed me some details on my account, one being the numbers dialed the month of May.

He gave me a random number and I dialed it on my phone, it showed that I have never dialed or used that number. The number is not saved on my phone as well.

He logged a ticket (***) for escalation and on Monday the 30th of May, someone from Vodacom called to assist.

She gave me a report (find attached in excel under Charlene van der Watt) which shows my numbers dialed and my the amount of minutes used in May.

As you can see from the report, I only used 5 hours and 17 minites which equals to 317 minutes ? where has the rest of my minutes gone?

There are also numbers on that I have NEVER dialed in my life ? one is a donkey farm in Plettenberg bay??

This number gets dialed every second day ? ***.

My husband?s number does not even show on this report once, this is NOT my call sheet.

On Tuesday the 31st of May, Judy Chetty called me to assist me further.

She assisted me with some minutes for the 31st just to get by that day and promised to investigate further.

In the meantime, first ticket has been ?Resolved? on my Vodacom app, Judy opened another ? ***.

Again, this ticket has been ?resolved? ? but it is not closed.

Someone else is using my line and Vodacom is not attending to this problem.

I have requested itemized billing but for some reason Vodacom cannot give me one ? this is a red flag to me.

After speaking to Maphiwe on Friday the 10th of June, he suggested I send a mail to you.

They closed my ***** case once again saying that they have closed this on ticket number: ***, which was closed on the 2rd of June.

I had to reopen a case on the 13th because of this .

To date: Vodacom cannot confirm the numbers I have dialed or whose report they sent me

RESOLUTION SOUGHT:

I need Vodacom to confirm who dialed the numbers on the report they sent me

I want to be reimbursed for the times numbers where on my list that I did not dial ? this is *****ing from me

I need Vodacom to provide me with a accurate itemized billing statement ? I have asked for this before and they have yet to prove it. I know there is a R15 charge, which I said I am willing to pay.

Portia from ICASA told me to mail ***, which I did on Monday 29 August. Vodacom responded (Kagiso Moko) and said he will revert once feedback is available.

I have followed up numerous times but have had no response. I even resorted to follow up with Portia from ICASA - radio silence.

I need to know what happened or is happening to my minutes as no one from Vodacom is responding and ICASA is the ombudsman for Vodacom.