100% ripoff

<p>I returned to SA in 2012 after a number of years abroad and have been with Vodacom from then.</p> <p><br />I could have written this letter a number of times during the course of the past 4 years but haven't done so as most of the time I rolled over and just accepted the result of a complaint/query or the absolutely ******inate fees/rates and charges Vodacom applies to its data services. I was complacent in my approach and felt we were all in the same boat and what really would change by arguing 'the system'?</p> <p>My last Vodacom bill has altered my stance and I now feel it has gone beyond riduculous to allow this to contunue without real expalntions and justification.</p> <p>So Vodacom help me understand your billing please:</p> <p>I am currently on your RED ADVANTAGE package plus 1G</p> <p>therefore since my recent upgrade in March I expect a Debit order of around R1200 per month.</p> <p>I have 1G included plus added 1G to my package and receive a free 1G night owl bonus gig.</p> <p>1+1+1 = 3 by my accounting</p> <p>My data usage varies and althought you try pusuade me to upgrade to more expensive packages all the time I have worked out that buying a bundle during the month allows me to stay under R2000 per month (still ridiculous though)</p> <p>I have downloaded your fancy app and check that almost daily for an understanding of where my usage and data is.</p> <p>I also receive your messages warning me I am nearly out of bundle. And purchase bundles accordingly.</p> <p>I therefore CANNOT accept or understand my R7000+ bill this month.</p> <p>On seeing that debit order fly out of my account on the 2nd June I immediately called the helpline to understand and the conversation is pretty much as follows:</p> <p>I ask why my bill is so high</p> <p>I am told that I went 5G out of bundle (this amazes me as i have NEVER done this and my patterns havent changed, however I move on)</p> <p>So I then ask but how come my app then says my bill is R1800 (higher than the package rate so clearly not the new month bill already but the past months)</p> <p>I am told that actually the R7k bill is APRILS USAGE and MAYS package</p> <p>So its APRILS 5G DATA over run?</p> <p>yes I am anwered </p> <p>And MAYS RED ADVANTAGE package fee?</p> <p>yes I am answered</p> <p>So what am I seeing on my app?</p> <p>OH that will be MAYS' DATA and JUNES' package fee</p> <p>so why am I seeing that when you have billed me already?</p> <p>we haven't closed the billing cycle yet</p> <p>but you must have as my debit order has gone</p> <p>no, it doesn't reflect yet on the system refresh </p> <p>so I say but SURELY you are providers of DATA so this should all be immediately available???</p> <p>no answer</p> <p>OK so NOW I am confused</p> <p>I then ask: OK so MAYS' DATA and JUNES' fees come to R1800(that will be deducted from my bank in JULY!!!). I have clearly gone over - please explain where.</p> <p>Yes she replies I did, and then I purchaced 2 G on the 20th of May.</p> <p>Thanks I said and you send me a txt warning me yes? </p> <p>Yes she said on the 20th too.</p> <p>So I said I obviously immediately topped up.</p> <p>SO I then ask her to explain then , whilst looking at my app why it said I have almost 3G of 7G left????????? Because all things considered I never had 7G to begin with!</p> <p>You must have she said</p> <p>NO.... 1+1+1 = 3 remember</p> <p>yes</p> <p>and I bought 2G on the 20th </p> <p>yes</p> <p>so that is 5G total??? </p> <p>yes!</p> <p>So how do we get 7G</p> <p>OH, maybe a special.</p> <p>OK I say please look. She looks and says yes ! There was a special offer - you got an extra gig in May. </p> <p>but that is only 6G accounted for now. And we CANNOT find the missing 7th GIG.</p> <p>SO is the app lying? and why would I have had to buy a budle if I am miraculously 2G up on what I had before?</p> <p> </p> <p>OK lets start again - back to APRILS R7k nightmare, let's expalin that.</p> <p>As it turns out, I ran low on data on the 19th of April. I was warned at 6.55am</p> <p>I purchased 1G at 2pm</p> <p>THERE IS NO WAY I USED THAT ENTIRE G up in 4hrs</p> <p>at 6pm amd 6.30pm (approximately) I receive 2 more warnings but I ignored those as they were still relevant to the previous warning.</p> <p>I recieve NO OTHER communication.</p> <p>MY app tells me I am safe. Let me add thought that frequently your app is UNAVAILABLE</p> <p>And then you bill me R7k</p> <p> </p> <p>I am a single mother of 2 working from home. I use my phone accordingly but am constantly monitoring my expenditure.</p> <p>To get internet in my home I first used a VODACOM ****LE - your datacharges on that were so ******ionate that after a couple of months I resorted to Telkom (3k a month at least to run normal wifi operations from home as opposed to the R400 odd from Telkom and Telkoms' speed is superior!!!)</p> <p> </p> <p>I can not afford R7k a month on a phone , infact it completely undoes any good I can possibly do by working. IE I am working for YOU.</p> <p> </p> <p><br />Whilst I was on my lenghtly call I asked a number of other questions</p> <p>One being for my itemised billing that I pay for but never receive...</p> <p>OH the dear call operator said, last week our billing system was unable to send those out.</p> <p>REALLY?</p> <p>So I Kindly ask for all my outstanding itemised and paid for bills to be sent immediately</p> <p>She cant do that but she can raise a ticket on my behalf and back office withh initiate.</p> <p>2 days later I receive these emails!</p> <p> </p> <p>Today , before writing this I checked my app. </p> <p>My bill ( presumably current but now I dont know at all) is at R1411.58</p> <p>I have 3.1 G of 7G left and it says this was updated this morning the 9th of June.</p> <p>I AM SO VERY CONFUSED </p> <p> </p> <p>I have taken to asking anyone I know if the following questions:</p> <p>1. Do you understand your Vodacom bill?</p> <p>2. Do you have the app? and if you do please log on a view the balance and tell me it looks on par with what you expect?</p> <p>3. Do you understand the app?</p> <p>4. Do you receive your itemised billing on time?</p> <p>5. do your bills match your expectations?</p> <p>6. Are we being taken for a ride?</p> <p> </p> <p>I am happy to send throught the results of my impromptu survey. Basically every single person has susequently been amazed / aghast and very upset as to what they are paying .</p> <p>Vodacom is an ISP and we agree there is very little service from this provider.</p> <p>I had a very patient and helpful call centre person, infact she was amazing. So on that level there is a compliment. But even she could not justify ANY of my costs or payment queries.</p> <p> </p> <p>Next I asked my friend who has opted out of your contractual loop and is pay as you go. </p> <p>We compared data and phone usage much the same really.</p> <p>She spent a few hundred rand. I spent a few thousand.</p> <p>Finally I asked friend travelled to the USA, switched on his phone for a mere 30 mins to get directions/map and recieved a roaming bill of over R2000 ( I can't recall the exact amount he mentioned).</p> <p>wWe pay approx R1 per meg of data here. How can you possibly justify something over 100x that per meg! ( he has the exact billing and calculation to hand). Double charge, triple charge but 100x and up? *******.</p> <p> </p> <p>Say what you will, none of this makes sense and I am frustrated, angry and not able to accept this as fair.</p> <p>I would love a full explanation and walk through. I would expect you look into my billing and, since I can no longer afford you I would like you to give me options as to a way forward.</p> <p>I have taken screen shots of my APP bills and APP unavailability for just the past few days, should you need proof of what my APP shows as opposed to what it really means.</p> <p> </p> <p>Unable to afford you</p> <p>Belinda Boyd</p> <p>I returned to SA in 2012 after a number of years abroad and have been with Vodacom from then.</p> <p>I could have written this letter a number of times during the course of the past 4 years but haven't done so as most of the time I rolled over and just accepted the result of a complaint/query or the absolutely ******inate fees/rates and charges Vodacom applies to its data services. I was complacent in my approach and felt we were all in the same boat and what really would change by arguing 'the system'?</p> <p>My last Vodacom bill has altered my stance and I now feel it has gone beyond riduculous to allow this to contunue without real expalntions and justification.</p> <p>So Vodacom help me understand your billing please:</p> <p>I am currently on your RED ADVANTAGE package plus 1G</p> <p>therefore since my recent upgrade in March I expect a Debit order of around R1200 per month.</p> <p>I have 1G included plus added 1G to my package and receive a free 1G night owl bonus gig.</p> <p>1+1+1 = 3 by my accounting</p> <p>My data usage varies and althought you try pusuade me to upgrade to more expensive packages all the time I have worked out that buying a bundle during the month allows me to stay under R2000 per month (still ridiculous though)</p> <p>I have downloaded your fancy app and check that almost daily for an understanding of where my usage and data is.</p> <p>I also receive your messages warning me I am nearly out of bundle. And purchase bundles accordingly.</p> <p>I therefore CANNOT accept or understand my R7000+ bill this month.</p> <p>On seeing that debit order fly out of my account on the 2nd June I immediately called the helpline to understand and the conversation is pretty much as follows:</p> <p>I ask why my bill is so high</p> <p>I am told that I went 5G out of bundle (this amazes me as i have NEVER done this and my patterns havent changed, however I move on)</p> <p>So I then ask but how come my app then says my bill is R1800 (higher than the package rate so clearly not the new month bill already but the past months)</p> <p>I am told that actually the R7k bill is APRILS USAGE and MAYS package</p> <p>So its APRILS 5G DATA over run?</p> <p>yes I am anwered </p> <p>And MAYS RED ADVANTAGE package fee?</p> <p>yes I am answered</p> <p>So what am I seeing on my app?</p> <p>OH that will be MAYS' DATA and JUNES' package fee</p> <p>so why am I seeing that when you have billed me already?</p> <p>we haven't closed the billing cycle yet</p> <p>but you must have as my debit order has gone</p> <p>no, it doesn't reflect yet on the system refresh </p> <p>so I say but SURELY you are providers of DATA so this should all be immediately available???</p> <p>no answer</p> <p>OK so NOW I am confused</p> <p>I then ask: OK so MAYS' DATA and JUNES' fees come to R1800(that will be deducted from my bank in JULY!!!). I have clearly gone over - please explain where.</p> <p>Yes she replies I did, and then I purchaced 2 G on the 20th of May.</p> <p>Thanks I said and you send me a txt warning me yes? </p> <p>Yes she said on the 20th too.</p> <p>So I said I obviously immediately topped up.</p> <p>SO I then ask her to explain then , whilst looking at my app why it said I have almost 3G of 7G left????????? Because all things considered I never had 7G to begin with!</p> <p>You must have she said</p> <p>NO.... 1+1+1 = 3 remember</p> <p>yes</p> <p>and I bought 2G on the 20th </p> <p>yes</p> <p>so that is 5G total??? </p> <p>yes!</p> <p>So how do we get 7G</p> <p>OH, maybe a special.</p> <p>OK I say please look. She looks and says yes ! There was a special offer - you got an extra gig in May. </p> <p>but that is only 6G accounted for now. And we CANNOT find the missing 7th GIG.</p> <p>SO is the app lying? and why would I have had to buy a budle if I am miraculously 2G up on what I had before?</p> <p> </p> <p>OK lets start again - back to APRILS R7k nightmare, let's expalin that.</p> <p>As it turns out, I ran low on data on the 19th of April. I was warned at 6.55am</p> <p>I purchased 1G at 2pm</p> <p>THERE IS NO WAY I USED THAT ENTIRE G up in 4hrs</p> <p>at 6pm amd 6.30pm (approximately) I receive 2 more warnings but I ignored those as they were still relevant to the previous warning.</p> <p>I recieve NO OTHER communication.</p> <p>MY app tells me I am safe. Let me add thought that frequently your app is UNAVAILABLE</p> <p>And then you bill me R7k</p> <p> </p> <p>I am a single mother of 2 working from home. I use my phone accordingly but am constantly monitoring my expenditure.</p> <p>To get internet in my home I first used a VODACOM ****LE - your datacharges on that were so ******ionate that after a couple of months I resorted to Telkom (3k a month at least to run normal wifi operations from home as opposed to the R400 odd from Telkom and Telkoms' speed is superior!!!)</p> <p> </p> <p>I can not afford R7k a month on a phone , infact it completely undoes any good I can possibly do by working. IE I am working for YOU.</p> <p> </p> <p><br />Whilst I was on my lenghtly call I asked a number of other questions</p> <p>One being for my itemised billing that I pay for but never receive...</p> <p>OH the dear call operator said, last week our billing system was unable to send those out.</p> <p>REALLY?</p> <p>So I Kindly ask for all my outstanding itemised and paid for bills to be sent immediately</p> <p>She cant do that but she can raise a ticket on my behalf and back office withh initiate.</p> <p>2 days later I receive these emails!</p> <p> </p> <p>Today , before writing this I checked my app. </p> <p>My bill ( presumably current but now I dont know at all) is at R1411.58</p> <p>I have 3.1 G of 7G left and it says this was updated this morning the 9th of June.</p> <p>I AM SO VERY CONFUSED </p> <p> </p> <p>I have taken to asking anyone I know if the following questions:</p> <p>1. Do you understand your Vodacom bill?</p> <p>2. Do you have the app? and if you do please log on a view the balance and tell me it looks on par with what you expect?</p> <p>3. Do you understand the app?</p> <p>4. Do you receive your itemised billing on time?</p> <p>5. do your bills match your expectations?</p> <p>6. Are we being taken for a ride?</p> <p> </p> <p>I am happy to send throught the results of my impromptu survey. Basically every single person has susequently been amazed / aghast and very upset as to what they are paying .</p> <p>Vodacom is an ISP and we agree there is very little service from this provider.</p> <p>I had a very patient and helpful call centre person, infact she was amazing. So on that level there is a compliment. But even she could not justify ANY of my costs or payment queries.</p> <p> </p> <p>Next I asked my friend who has opted out of your contractual loop and is pay as you go. </p> <p>We compared data and phone usage much the same really.</p> <p>She spent a few hundred rand. I spent a few thousand.</p> <p>Finally I asked friend travelled to the USA, switched on his phone for a mere 30 mins to get directions/map and recieved a roaming bill of over R2000 ( I can't recall the exact amount he mentioned).</p> <p>wWe pay approx R1 per meg of data here. How can you possibly justify something over 100x that per meg! ( he has the exact billing and calculation to hand). Double charge, triple charge but 100x and up? *******.</p> <p> </p> <p>Say what you will, none of this makes sense and I am frustrated, angry and not able to accept this as fair.</p> <p>I would love a full explanation and walk through. I would expect you look into my billing and, since I can no longer afford you I would like you to give me options as to a way forward.</p> <p>I have taken screen shots of my APP bills and APP unavailability for just the past few days, should you need proof of what my APP shows as opposed to what it really means.</p> <p> </p> <p>Unable to afford you</p> <p>Belinda Boyd</p> <p> </p>