Hellopeter
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SP
Stacey P

1 reviews | Active since Jan 2016

04 Apr 2021, 21:30

Account Balance - I***-1

Good day

On the 22nd March I spoke to Busisiwe Mhlongo who was very helpful but could not put me through to your legal department as it was a public holiday.

She forwarded me subscriber collection email address and I emailed on the same day and still have not received any feedback.

I contacted your legal department on the 25th March 2021 who informed me that I was handover to MBD and they cannot provide me with any information but they can see the payments I am making.

I then contacted MBD via email as I could not get hold of them telephonically and when I tried via whatsapp it said they don't have any information from me.

Please see below response from MBD

**************************************************** Good Day Madam,

Please note that according to our records your Vodacom account was taken back by Vodacom on or around 12 September 2018 and we have closed our files on it. Kindly refer your query/ balance request to them. Thank you.

****************************************************

So, I am confuse to where my account is and all I need to know is what my balance is.

I had a dispute since July 2020 about not getting network coverage hence, I did not pay my account.

My balance at the time was less than R2000 and since January 2021 I have paid Vodacom an amount of R1300 so far.

Please advise what I can do or who I can speak to, to sort this matter out.

Regards

Stacey-lee (Abrahams) Petersen

0
Replies (4)
Vodacom
Vodacom's reply05 Apr 2021, 08:04
Official
Dear Customer,
 
Thank you for making us aware of your complaint.
 
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
 
***Please note*** Beware of phishing ****s.
 
Vodacom will not contact you via Whatsapp to request your personal details
 
Regards,
 
Vodacom Consumer Website Team 
Vodacom
Vodacom's reply05 Apr 2021, 08:05
Official
Dear Customer,
 
Thank you for making us aware of your complaint.
 
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
 
***Please note*** Beware of phishing ****s.
 
Vodacom will not contact you via Whatsapp to request your personal details
 
Regards,
 
Vodacom Consumer Website Team 
SP
Stacey P's update13 Apr 2021, 23:14
Reviewer Update
Good evening

Can Vodacom stop giving me the run around and actually assist me witb my query.

As per your response I tried calling and was said I cannot be helped telephonically and that I should email.

I emailed your legal department who responded with please send the attachments of the HelloPeter response and then a second email that my incident number was closed.

I do not understand WHY!!!!! I needed to even though I said please see attached how that is the biggest concern.

Does vodacoms department work in isolation and you don't have a Strack (tracking system) where my information can be loaded with my ID number or Account number.

I seriously DO NOT have the time to phone around to different departments or sit on emails whole day as I work and not from home.

Please see the response I received from your legal department agent

**********************************

Good Day

Thank you for your enquiry via email.

Please resend the query and attachments,

There are no attachments on the email.

Kind Regards
Vodacom : Nomsa
Credit Controller: Admin
Credit & Risk
Subscriber Collections
**********************************

The second email I received less than a minute later that closed my incident
**********************************
Dear Customer,

Your service request no. EC-16G8-29L1M7 has been closed.


Kind Regards
Vodacom Customer Care.
**********************************
Does this mean I must now wait an additional 3 working days for a response, does this even make any sense.

All I want to know is... who am I hanover to as MBD is stating that they do not have my account...

As per my complaint last year when I had no network coverage did I receive a discount on the airtime that I was unable to use.

My balance as per 4th August 2020
Vodacom account number: I***-1
Capital outstanding: R 2 300.23
Balance of subscription: R 83.24
Hardware balance: R 0.00
Total amount due: R 1 526.11

I paid vodacom an amount of R1300 so far for 2021.

You are listing me on experian with an arrears of +-R3500 and that I still have missed payments every month this year and I am paying.

Can you resolve this issue or should I take it to the ombudsman.

SP
Stacey P's update19 Apr 2021, 13:32
Reviewer Update
So, Vodacom is just flat ignoring me WOOOOW!!!!!!!

Legal department request attachments just to tell me to contact MBD when my complaint is that MBD has no information about me.

Like WTheck man....