beyond belief

<p>Dear Vodacom</p> <p>I lodged an official complaint (2 pages worth) which was sent to you by one of your own store managers as you saw fit to cut my connection. many attempts of contacting you have been more than fruitless! this had led me to 1. send the letter to the consumer complaints commision.</p> <p>2. start moaning on social media.</p> <p>It begins like this</p> <p>On the 15th September 2016 I received a call informing me that my account was in arrears. I said no worries and that I would make payment the following day. The following day, 16th September 2016 I received a text reminder to pay the account which I dutifully did and remained connected. At no time was I disconnected.</p> <p>While at the Vodacom shop at the PMB Liberty Mall I dealt with Alvina who was helpful in processing my payment and also assisted me with my enquiry as to upgrading my modem. We began the process. As my account had been in arrears (though not disconnected) Alvina informed me that it would take a couple days for payment to reflect. This I don’t quite understand as the monies were immediately deducted from my Bank account. As such I was not able to complete the upgrade but at this point I was still fairly patient. On the day I returned to complete the upgrade I was informed that they were out of stock of the modem I had selected (how can you not hold a par level?) – I was not overly joyous as they were already aware of the modem I wanted and also the day I would return. Nonetheless I was still patient and we discussed another day to complete the upgrade.</p> <p>I returned again to the shop in PMB on the 4th October 2016 to complete aforementioned upgrade at which point I was again informed that my account was in arrears. Again no problem, I immediately made payment, but was again informed it would take 5 hours to reflect?? A manager (I assumed at the time) stepped in and after having explained how long this had taken already and she assisted rather quickly and efficiently – I left a slightly less irritated customer with my new modem.</p> <p>I got home later that day keen to try out the new modem. Hey presto I was disconnected - after making payment? How is what I want to know? Can somebody answer me to my satisfaction? Again being patient I waited till the evening – no connection! I contacted the call centre and spoke to Nongkosi (at least that’s what she said – I’m sure you can trace unless your “system” will take a few hours to reflect). She informed me that she could not explain to me as to why my connection had been suspended other than to say that I was in arrears. I explained to her that I was only cut off after payment, and it was only the 4th whereas last time I was in arrears without being cut off it was the 15th. She asked me to wait till 7.30pm to see if the connection would be reinstated. No joy.</p> <p>On the morning of the 5th at approximately 7.30am I called again and requested to speak to a supervisor as that person too was unable to answer me. I spoke to a chap named Theo. I explained to him the situation and he said he would get back to me at 8am with an answer. I am still waiting!!!!!!</p> <p>Went back to the Vodacom shop at Liberty Mall (each time I have to pay for parking!) and asked for the manager, don’t have her name.</p> <p>She too was unable to answer me as to why my connection was disconnected but was able to have me reconnected. Still in the dark as to why I was disconnected in the first place. Went home and whatdya know, later that day (same day!!) I was once again disconnected with no explanation. Needless to say I was livid beyond belief!</p> <p>That evening I again called the call centre and spoke to a chap who was able to give me some answers albeit I was disgusted with what he told me and I let him know this in no uncertain terms. I spat out more expletives than a seasoned sailor (I was a sailor for 12 years – I should know). To his credit he remained completely cool and calm (well done to him and please pass on my apologies for my language however I don’t recall his name).</p> <p>As I mentioned he was able to answer some of my questions which has only led to more questions. He informed me how the billing system worked ie. In that this month end (October) I would pay for usage of September. He also informed me that my credit limit is R1700 but had escalated to over R2100. Please trace the call.</p> <p>Question time</p> <p>On 02.09.2016 I received a text informing me that my data usage was at 50%, why nothing hereafter informing/notifying me that my contract allocation for data had been used?<br />If my limit (credit) is R1700 how can it be permitted to reach R2100 without my consent or knowing?<br />If this amount is only due at the end of October (for Septembers usage) why do I not have access to the current (October) months data allocation?<br />If I remain cut off for the month of October, how can I be liable for payment for the month of October?<br />If I am reconnected during this month will I only be liable for a prorate rate of my month that I have actually been connected?<br />If not, why?<br />Why were none of the other people I had the good fortune of dealing with unable to inform me as to the exact reasons I was actually cut off?<br />What steps will Vodacom take to ensure that this does not happen again?<br />Take note!</p> <p>This is an official complaint in that</p> <p>After my second call on the 5th October at approximately 7.30 am I have still not been contacted by the supervisor (Theo) to clear this up especially after the poor service rating (0) that I gave after the call.<br />My account balance was permitted by Vodacom (without my knowledge or agreement written or verbal) to exceed my limit.<br />I was not informed by Vodacom or its agents/employees in advance that the allowed date usage or limit was either about to be exceeded or was exceeded.<br />I was cut off without communication or explanation.<br />I expect answers and solutions by end of business Friday 14th October 2016.</p> <p>I expect this complaint to be escalated to someone with more than average intelligence (I believe our national average is merely 77 which is bordering on retardation!)</p> <p>Failure to comply and resolve any of my queries/issues will be cause for me to forward this letter of complaint to the Consumer Complaints Commission, as well as media (be it social or written i.e. printed) in order to garner support for not only my case but also the countless others who may be experiencing similar problems caused by Vodacom and or its agents/employees.</p> <p>Please do not try/attempt to argue semantics with me, placate me with the oh so pathetic and over exploited ‘I’m sorry, but the systems…….”. I want answers and I want to know what you are going to do about it!</p> <p>Sincerely</p> <p>James M Wood</p>