Appalling Service

It seems I have been billed twice for a fibre installation at the same premise.

I completed an online request to have fibre installed at my property sometime in May and it seems when I made a follow up via your *** contact centre the agent opened a new request for me . I call your contact centre again before I completed the email prompted 'contract" for the second installation but was assure by the agent that there was no duplication.

The first router was delivered at the end of May and SADV technicians came to my premise on 02.06.2020 to complete the installation. According to the attached invoice this should be the P*** sales order. Another router was then delivered to my premise and I realised that there was a duplication and I called your contact centre several times to get the second route collected as I obviously need one. Attached please find email regarding the collection of the router and cancellation of the second sales order P***.

On 11.06.2020 I received a call from a Vodacom agent who wanted to find out if I was home to collect the router. I spoke to the gentleman who said that he would send someone to collect the route, and indeed a gentleman came who drove a car in the attached picture to collect the router. He also asked me to do a fibre speed test on the installed router as he says he needed to record it, which I did and I sent him . I then requested confirmation of collection and he said that he doesn’t have any document he then said I could sign the document on the attached picture as proof, which he kept, I only took a photo of it.

I then made several calls to Vodacom to confirm that the sales order has been cancelled. I struggled to get assistance until one day at the end of June or beginning of July I spoke to one gentleman who assisted me and assured me that the second sales order had been cancelled, I again requested confirmation to be emailed to me but he said that the cancellation would only be completed at the end of the month and that I would be emailed an invoice from Voadcom.

This did not happen and instead I have been billed for both installations. I would like to have the all charges on sales order P*** cancelled and to be credited for all the amounts linked to that sales order. Also I would like to know why sales orders were opened against my name as I was also called by a Vodacom agent regarding a third sales order, which didn’t seem to go far but all these sales orders and activities seem fishy. I also received the attached emails on another sales order, I don’t even know any more if that was to cancel the incorrect sales order or it's for a new one.

The contents of this email from paragraph two were sent *** which prompted service record SR*** to be created. The last email I received from the agent who attended to the request indicated that a credit request has been made on my account and is pending approval. I then monitored my billed on amount on my app only to find that my account is still not credited, I then decided to visit Vodacom World to sort the matter out in person, might I add that it also extremely frustrating that there is no face-to-face platform for your fibre installation queries. I was then told that I would see the credit on September invoice, which is absolutely unacceptable as I recall speaking to agent who assured me that the second sales order was cancelled in early July if not ate June. I was then requested to write an email to this address as form of escalation. My request is to have this matter resolved ASAP it not fair for me to over charged even after I have made SEVERAL attempts to alert Vodacom of this error and were an agent worked on this matter prior to the July 2020 debt date and now have to wait another month. The same agent also assured me that I would be emailed and invoice by the 15th of the month which I haven’t received, Vodacom has sent me any invoices for this installation (except for the one I had to request via your *** number) I also can't view any invoices on your app or online portal as it says there is no fibre installation linked to my ID number.

Kindly note that all attachments are on an email I sent to ***, who I believe is a supervisor at the customer service centre at Vodacom world, she gave me her email address and assured me that she would forward this matter to the supervisor who works with fibre team. She called me a few days after I sent the email and assured me that her colleague (fibre team supervisor ) would contact me which still hasn’t happened. The email was sent on 08 August already and I still haven’t been advised on the status of my query . Your fibre teams customer service is appalling to say the least!!!