2 HANDSETS........ ALMOST A MONTH AND NO HELP

Dear Vodacom or “anyone willing to assist”,

ACCOUNT: I ********** -7 CELL PHONE NUMBER: ********** REF: I- ********** **********

Please sit back and enjoy my e – mail.

During May/June 2018 I sent an numerous sms’s to the number 31050 in order to establish if I was eligible for an upgrade on my account. I also went onto Vodacom.co.za and provided my number and was informed via sms and on your website that I am eligible for an upgrade.

During June 2018 I then proceeded with the upgrade online whereafter I was contacted by one of your upgrade agents. I upgraded my phone to a Huawei P10 Plus and migrated my contract to a uChoose Flexi 220 and your agent also said that she will provide me with 2GIG promotion for my new contract. On various occasions I asked and enquired to make sure that my contract will only be R662 (plus minus) a month and she confirmed this every time. She also informed me that I will receive an sms confirming the new package I will upgrade to whereafter one of your agent will contact me again to confirm before the upgrade will be dispatched. The same day I received an sms to confirm that I have upgraded to a IPhone and a contract of which I cannot remember the name and should reply with a yes or no – I rep**** no as this was the wrong package. An agent called again after that and was informed that the wrong sms was sent out and that I did indeed upgrade to a Huawei P10 Plus on the uChoose Flexi 220 with 2Gig promotion for 24 months. I received my phone on the 6th of June 2018 from Vodacom and active my phone on the 8th of June 2018.

So now this is where it gets confusing: On the 28th of June 2018 an amount of R662.21 was debited from my account – well done this was the correct amount and all was good BUT THEN…. On the 1st of July 2018 and amount of R997.27 was debited from my account… weird right?!?! – I don’t get it either. So I print my account and see that I’m being charged for 2 phones…… R298.25 and R277.39….. mmmmmmm?!?!?!?

As this made NO sense to me I contacted Vodacom on the 31st of July 2018 and spoke to Bandile for customer services. I explained to him what has happened…… he eventually informed me that I am paying for my old handset (previous contract). I informed him that this cannot be as I was never informed once that my previous handset contract was not over and that I have to pay for this phone until the contract is up and will have to pay for 2 phones now. I also informed him that I am also not receiving my promotional 2GIG. I was not happy about this and asked to speak to a manager/ team leader. I was then put thru to Shaun (Manager in Upgrades). He informed me that this matter has been escalated and the call log for upgrade will be requested and It will take 3 – 5 working days whereafter he will contact me……. STILL WAITING.

So on the 8th of August 2018 (TAKE NOTE 7 WORKING DAYS AFTER THE WAITING PERIOD OF 3 – 5 DAYS) I contacted Vodacom again. This time I spoke to Mashack from Vodacom Customer Care…. He informed me that there is no records of my call on the 31st of July and that the call record for the upgrade was never requested as Vodacom did not provide me with a reference number…. So now Mashack will have to log a query AGAIN…. So I got mad and asked to speak to a team leader – he informed me that they are in a meeting but please hold he will check something…. Holding for 15min….18min….22min and finally I speak to Katleho a manager. Once again I get informed that he has now escalated this matter and provided me with a reference number I- ********** ********** and will now have to wait another 3 – 5 days and that he agrees with my “story” and that I should be refunded and I also informed him that my balance so far is again R998.……… I asked Katleho to give me updates on a daily basis as I want to kept in the loop regarding this escalating he keeps on mentioning – I even asked him to contact me even though he can’t provide me with an update…. GUESS WHAT….. still waiting for his call and today is the 21st of August 208……okay story is not over…. Please continue to read.

6 days later I call Vodacom Customer again on the 15 August 2018 because Vodacom did not call me…. Maybe my signal was bad… you never know. I then spoke to Zezethu…She informed me that nothing has been done as a sms was sent to me and Vodacom is waiting for my reply. Sorry what?!? Never received and sms – Please hold. She came back and informed me that matter is still open and not attended to…. No surprise there! She informed that that according to her system I have to pay for the old phone (R298) until December 2019… I explained my story again and was put thru to Gloria from upgrades…. Explained my story again!!!!!! She said that the old contact should have ended in June 2018. I informed her that I have been waiting since 31 July 2018 for someone from Vodacom to help…… now Gloria and myself are getting frustrated with each other. She said that its not the upgrade department’s fault and this matter should be referred to the contracts department……I again informed her that I am still not receiving my 2GIG promotional…. After asking I asked to speak to an manager whereafter she put me on hold… after 34min and 11 sec I ended to call at 14:27 as I could no longer stare at my phone wishing someone can assist me.

So that Vodacom is my story…… what shall we do? I’m paying for 2 handsets….. I really look forward to hearing from you! “Fingers crossed”