Bad customer service- deducting more money from my account than agreed to

This issue has not been resolved.!! Bad customers service experience from Vodacom The end of May I phone the cancellation call centre to cancel my data contract., the assistant then said why not upgrading to a laptop which I did and she also said that I can upgrade the other two hand sets as well , so I did. I asked her if there will be any other costs regarding the upgrade and she said NO. When she read me the T&C 's I stopped her and ask again if there is any handset fees and she said no. End of June my account went up from R1500 to R1944 so I called and I requested that the voice recording needs to be listened to because that wasn't the amount I agreed on. They said no they can't play me the conversation where I agreed on the contract, its only for their use and not mine. Then There was handsets fees added to my account end of July the same problem was noted on my account. I when to vodacom I lianga to log a complaint, but it still was not fixed end of Aug i phone the call centre and complaint again and ask for feedback, nobody came back to me I the got the regional office in nelspruit's number and and spoke to Jane - she told me that Solly will call me back - I am still waiting for him to get back to me. On the18/09/202 I spoke to Precious at the cancellation call centre, 10/08/2020i spoke to Vilikazi at the call centre then she handed the phone to her manager , he was going to log a call and they would come back to me with an answer . I am still waiting, how long do you have to wait for a complaint to be resolved ? The service at vodacom is not up to standard. I can't be paying for something I didn't agreed on. Now I need to pay extra hand set fees each month. The amount I agreed on for the package deal is not the same as the amount they are deducting from my account. I need to get this issue sorted out.

Vodacom's reply:

28 Sep 2020, 15:55

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's reply:

29 Sep 2020, 14:17

Dear Customer,

Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation.

Our records indicate that feedback was previously provided to you, " Handset instalment is for 24months, sub is liable for the handset as he upgraded on 21 months"

Your query has now been resolved.

Regards

Consumer Website Team

Private Reply

Martina G:

29 Sep 2020, 15:02

No the query has not been resolved. The lady who upgrade the two contracts did not provide us with the correct details on the contracts. Please provide me with proof of the voice recordings where I agreed on the amount that you are billing me on each month. If your staff are not capable of doing their job by informing the client the right amount that will be deducted each month then they are not supposed to be upgrading clients. THERE IS NO WAY I WOULD HAVE UPGRADED NOWING I NEED TO PAY 2 HANDSETS FOR EACH CONTRACT AND I UPGRADED 2 CONTRACTS THAT DAY. I need this to be resolved by the end of today.