5 Months of account issues with Vodacom

This is my final attempt to get assistance from Vodacom before contacting ICASA. This is the 5th month that I have been up and down in arguments with Vodacom and still the problem cannot be solved.

Firstly my contract was set to end February 2020, meaning from 1 March 2020 I would have been charged R999 for a 20GB top up, this however was not the case and I was charged R999 from 1 February. I then paid the R999 which was incorrect and upgraded online on the 28th of February so the upgrade would be processed before the 1st of March, thia however was not done, I also did the upgrade myself online to ensure that it is done on time and on the correct package as I have upgraded in Vodacom stores in Rustenburg in the past where upgrades were not processed, upgrades were processed on open contracts instead of top up and upgrades were processed on a completely different package than I have chosen.

When receiving my statement middle March, again the upgrade was not processed and I was being charged R999 for the contract that was supposed to be R199 and this after receiving messages and emails confirming that the upgrade had been done. I contacted customer care a few times asking why I was not informed that the contract is due for upgrade to which more that 1 consultant told me that messages had been sent to a completely different number that was not even being used, not to the number due for upgrade and also not to the primary number which I had changed to *** more times than I can even remember.

When contacting customer care about this, sending numerous emails and speaking to several consultants, each with their own excuse finally en of March I received an email stating that the upgrade had been processed and credit of +-R600 had been passed on my account, this was also not correct as I should have been refunded for 2 months being over charged, nonetheless I accepted and was just relieved that the upgrade had finally been processed, when receiving my statement in April I was AGAIN charged R999 for the contract, I again emailed customer care who had to this day not rep****, I proceeded to post and message on Vodacoms Facebook page and finally received a reply after days of silence, Chantel, the consultant who assisted me requested that I send her the email that the upgrade had been processed, I sent her the email not even 5 mins after receiving the phonecall, did not receive feedback. I again sent a message on Facebook only to hear that she did not receive the email, I then messaged the screenshots on Facebook. Again a few days passed and I asked if there was feedback, I finally received a phonecall at about 10pm from Chantel saying that they are busy with the query. A few days later I followed up again with another Facebook message. On the 30th I received a call from Chantel confirming that the upgrade had finally been processed and that R800 credit had been passed on my account, I specifically asked Chantel if the R800 had been deducted from my debit order amount and that I would not be paying for it to which she confirmed and also sent me a statement for R2975.72. On the 4th of May a debit order of R3775.72 was deducted from my bank account, I immediately emailed Chantel and also messaged Vodacom on Facebook, I only received a reply on Facebook on the 5th asking if I had viewed the statement Chantel had sent. After yet another argument I sent a message stating that I will reverse the debit order and pay what was stated on the statement and that I will not pay the extra R100.88 penalty. I reversed the debit order and paid R3006.00 immediately at Vodacom Shop Rustenburg. I again sent a message on Facebook saying that, that was what I had done and that I wanted a letter from Vodacom confirming that it is their fault and not mine so it does not reflect negatively on my credit score, I simply got a reply, "please contact our legal team", no further assistance. On the 8th of May I received a sms that my debit order had been returned unpaid and that I should make payment, I sent a screenshot of this message to Vodacom on Facebook only to get a reply asking if I had enough money in my account for the deduction, so no effort to read previous messages or to check my account on the system was made. On the 9th I received a statement from Vodacom that I owe R5981.71 and the additional R100.88 for the failed debit order had also been added. I sent all this info with statements and screenshots to Vodacom on Facebook once again and receive a reply stating that "Hi Mandy. Thanks for reaching out. Please note that our records reflect that you have been advised accordingly." I have since then sent numerous messages only to be ignored. I have been up and down with Vodacom since January, meaning that this is the 5th month of me contacting Vodacom, phoning customer care and trying all other means of communication to get assistance yet I am not being assisted. I have spoken to so many consultants, each with their own excuses and promises yet after 5 months I am still the one paying for a service that is not given.

As I have said, this is my last attempt at getting assistance before contacting ICASA and handing it over to them, I will also not continue making payments as I am not getting any after sales service or customer service for that matter.