Account Issues/***** unresolved for 6 Months - *********** Vodacom, Poor Service

<p>In February 2016 I upgraded my phone and my package changed from the Top Up 335 S to Smart M Subscription however not much changed as far as my monthly expenditure. <br /> Jan 2016 Invoice R 522.50<br /> Feb 2016 Invoice R 576.49<br /> Then in March 2016 I received a bill for double the amount.<br /> March 2016 R 1,126.63<br /> In April I received two accounts ( which I only became aware of recently) The first account had a very minimal value and was addressed to my correct postal address. The Second account my address was changed and incorrect. 1. April 2016 R 9.37 2. April 2016 R 821.03<br /> Also noticeable are the call and data charges which are additional charges over and above my allocation of 120 airtime minutes and 300 MB data on contract. When viewing my account online at www.vodacom.co.za, my eBilling is Inactive and Call limit status is Inactive. I have always been notified when my airtime has run out but no longer do and also don’t seem to be able to view my airtime balance either by dialling *111# or on line. I can no longer buy data or airtime via the Absa or Vodacom APP or online with internet banking or at an ATM. The response is failure, your number is incorrect or doesn’t exist.<br /> My colleague tried to purchase 100MB data for me via FNB but it also didn’t work. I use Wi-Fi at work and at Home but my data disappears rapidly. I managed to purchase 500MB data via www.vodacom last week because I added it to the account charges. That data disappeared in 4 days. I tried buying 100 MB data last night on the Vodacom website and received a confirmation that the purchase had been processed and added to my bill but nothing has happened. I have no data and no proof of purchase.<br /> My May account was R 1108.67. and the month wasn’t even over. As a result I decided to scrutinize my account and found under services Kulavillecom 43891 ZA R700/day activated 16 March 2016.I immediately deactivated the service and it hasn’t yet reappeared. I don’t know what this service is or where it came from. I goggled the service and was immediately taken to http://www.reportacrime.co.za/CrimeReport.aspx?ID=3128 It appears that this is a **** whereby the perpetrators ***** your data and airtime without your consent. If you google Kulaville you will see a myriad of people who have complained about the same thing across all networks. My bill only doubled when the service was “subscribed to” in March and the details on my account, problems with buying data and airtime all started as the same time.<br /> On the 23rd of June I sent a detailed email outlining my issues with my account and the possibility of ********** activity on my account which had been reported back in May. I received numerous calls from customer services with reference numbers and promises that contact would be made within 24 to 48 hours. The ***** issue was supposedly escalated to the ***** division for investigation. All calls, email complaints, on-line website complaints can be confirmed with reference numbers. I was told the ***** investigation would take a bit longer and I need to be patient but would receive a response within a week. By the end of June I still had no response and again contacted customer services via email, online complaints etc. Again all correspondence can be verified via reference numbers. The response was,” Please be advised that your queries are both still under investigation and feedback will be provided soon.”<br /> By the 13th of June my bill was R 685.61 and the amount due at the end of June was already sitting at R1262.45. I sent another detailed email breaking down my account and the extras being charges and demanded the the account issues be resolved only to receive more confirmation emails of my complaint with reference numbers and false promises that the issue would be rectified. One reply was, "Please note that the service request is still on a open status as investigation is not completed, kindly await feedback as soon as feedback is provided we will contact you" I asked if I was expected to continue to pay the ridiculous amounts or if I would be reimbursed and the response was again, "Please be advised that all your questions will be answered when the feedback comes back from our back offices as they are still investigating your query.<br /> By the 5th of July my account was R985.30 . Again I sent another complaint through to vodacom with more questions:<br /> 1. Why do I have a current balance of R119.46 charged for data usage on my account? Why am I being charged for data usage when I have data available?<br /> 2. What is the 500MB MI promo? I never requested this! However I should then start the month with 800MB of data ( 300MB on contract and 500MB MI promo). How can I have already used 324.06MB when I’m on WIFI at the office all day and at home at night.<br /> 3. Why do I have a charge for local calls of R191.66 if I have 120 free minutes included in my contract and I still have 93m13s talk time available?<br /> 4. Why do I have charges for premium rated sms of R40.48 ? What is premium rated sms? Why am I being charged for this. I hardly use sms. Why isn’t it deducted from my sms bundle.<br /> 5. What is content services? Why am I being charged for this?<br /> 6. See attached invoice for all the above.</p> <p>I want this resolved without delay! This has been going on for 4 months. I’ve been to Vodaworld and been told to contact customer care. I’ve contacted customer care continuously for weeks and have been told to be patient while you investigate. In the meantime you continue to rob me and charge me ridiculous amounts. I will not pay another bill until this is sorted and if you cut me off there will be hell to pay!</p> <p>Once again the response was:<br /> We do acknowledge your email communication.Kindly note that a ***** investigation does take some time to complete and our forensics department are currently investigating the matter. <br /> Feedback will be provided as soon as possible.<br /> <br /> We do apologize for the inconvenience caused.</p> <p>Its the 15th August 2016. My account is sitting at R 718.82<br /> Latest Invoice due on 01 Sep 2016 R 1268.39</p> <p>I have had no feedback from Vodacom or the ***** department. I don't know what more to do, who to contact or how to resolve this issue.</p>