Arrogant Vodacom

Good day

The above subject bears reference. About 2 weeks ago I made a query regarding an invoice received from vodacom. I had taken out a contract that ended on 01/08/2024.

After speaking to 3 consultant who where unable to assist with a clear explanation, the last one ending up telling me to just cancel the contract wich I did. But vodacom sent a message saying they've received my request for cancelation but the contract has not been cancelled yet, they said I will receive a message from their side 1ns cancelation has been done but until such time the contract remains in place. Even when it has ended. Meaning that I will continue being billed because "I have not cancelled the contract". And there is not even a time frame mind you. ( copy of sms attached)

So, back to the day I was transferred to the manager. I do not remeber his name but it was an Indian guy . So he then said he does see the balance and that he was willing to rectify it to its original amount , I then said when he is done he should please send me a revised invoice which he never did. Instead he tried convincing me to upgrade to 36 months contract which was a bit higher so I declined the offer. Upon declining he then said thank you Mama enjoy the rest of your day and that was the last time I heard from him. No follow up no invoice sent.

A day or 2 I called again to follow up, I spoke to a lady who then convinced me to that a double deal of 2 Huawei nova phones for R356 a month for 36 months. I agreed , I wanted a blue and black. Everything was do e telephonically and promised to send invoice afterwards and contract but that again was never done. Quotation was only sent after the phones where delivered.

So upon receiving the phones , I realized they were both black so I logged a call for them to be returned and they were returned. A day after courier picked them I received a call from a lady who said was working from home acknowledging that they have received the pho es and would do a reversal on her side. She put me on hold whilst doing it as I had told her that I wanted to take other ones same model but with the colors I wanted. She then came back and said that she had done the reversal but that I could only process a new order on the 1st of September. Our conversation ended there.

A few min after having spoken to her I called in again to get clarity as to why I would only be allowed to upgrade on the 1st of September, I then spoke khumbuzile who then said no I don't have to wait until September to do that I can do it now. Our conversation ended there. I logged online and tried doing it, then the system said I couldn't as I already made an upgrade and that the upgrade will end after 36. This now is the same contract of the 2 fones that were returned and are on vodacoms hands.

I Called back again and spoke to a gentleman name Bonwise. He then said that I couldn't do it online because the warehouse hasn't captured the info on their side but a request shows on the system that it was made. He then said let me speak to my manager n I waited on the line. He came back and said his manager had said he will do it on his side and that he will send me confirmation via email. That never happened till now. Boniswa then said that the reason for the 2 phones to be sent in black was because the blue was out of stock, so they decided to send both black(insane). So he says they'll be stock arriving this weekend so if I did the order it would probably come next week. So I said ok, he then wait let me check( at this rate I went ,oh what now) he said that the price me was a 1 day promotion a d that it ended so the phones were now R50 n some cents more. Wait, whaaat? He said yes mam that a promotion. I said but how Boniswa when I took the contract when it was still on promotion and the mistake was not on my side so how come now am I being told about a lapsed promotion. I should still be on the promotion because I was returning for replacement of colours. He said unfortunately that's how it was. So I said I will not be taking the phones anymore and will just wait for the managers email. It never came.

So today, I call again to follow up. I spoke to Yandisa who then upon hearing my story said that the query is handled by a 3rd parties and that he is also a 3rd party but not the party that I took a contract with. News to my ears by the way. He said the 3rd party's name is Rewards co tel : 031 533 000 and the no is not a toll free just to be clear. He said I should contact them they will be able to give me the correct answers as to what is going on.

So I then asked that he sent me vodacom's email, one that will not send an automated response saying the service has been moved to tobi the chat box, because when u chat to tobi tobi says he is not able to assist as he is still upgrading ( pheeeew).

So here we are, I chose to write as I wanted paper trail. Please assist on the matter.

I have attached all supporting documents to my statement. And voice recordings for each time I called vodacom will be found on their system for reference.

Your immediate attention to this matter will be highly appreciated.

Upset customer.