Billed out of bundle data rates while having a data bundle active

<p>I'm writing this review as I've tried to spead to 3 consultants over the phone whithout them being able to help me and there isn't an email address available on Vodacom's website that I can email my complaint to.</p> <p> </p> <p>I have been billed erroneously for my data usage and I am struggling to sort it out. I have spoken to 3 different consultants in your call centre over the past 3 days but there is always an issue with being offline. Here is the problem I am having:</p> <p>On 17 November my Bill so far (according to the Vodacom App) was just over R1200. I had about 1GB of data left and then decided to buy another 5GB Data Bundle on top of what I had left so that I don’t run out. I received an SMS saying that my data bundle of 5GB has been activated (I still have that SMS as proof). Therefore, I now had just over 5GB of data on my phone.</p> <p>When the app updated my Bill so far it went up to R1634.96 which is correct as a 5GB data bundle costs R399.</p> <p>The morning of the 18th of November I checked my app again (which I do every day to make sure I stay in my data bundle rates) but it wasn’t showing that I had any data available. I just assumed it was an app error because I just purchased a data bundle the day before so I ignored it and just went about my day. Later that afternoon when I refreshed my app it showed that I had 5GB of data, which I assumed was correct because when I purchased the 5GB of data the day before I still had leftover data from my previous bundle which I obviously used up by now.</p> <p>Now this is where my problem is. On 19 November 2016, my bill went up to R2370.65. I tried to query why because I have a data bundle so it can’t charge me out of bundle rates. The consultants were unable to assist me because both consultants systems were offline.</p> <p>Later that same day (19 November 2016) my Bill so far on my app showed R2409.55. Now it went up AGAIN?!?! I thought I would leave it at that until Monday, 21 November 2016 when I can speak to a consultant during working hours.</p> <p>I phone on Monday, 21 November 2016 and the consultant told me that I have been charged out of bundle rates of R774.56. </p> <p>My question is: HOW can I be charged out of bundle rates between 18 November and 21 November when I had a 5GB data bundle activated on 17 November and am currently still using that data now on 21 November with 2.52 GB remaining.</p> <p>I want the out of bundle rates reversed because if you check your system I have been in bundle rates this WHOLE MONTH. I purchase new bundles before the previous bundle runs out. However these charges occurred over the weekend when I was within my bundle rates.</p> <p>I think the charges took place on 18 November when my app didn’t show any data available which is an error on Vodacom’s side as I activated my 5GB data bundle on 17 November already (I still have the SMS to prove it) and I am currently still using that bundle today, 21 November (check your system) so there is no way that I was ever out of bundle so WHY charge me out of bundle rates???</p> <p>I would like this resolved ASAP. I am obviously inclined to check every month from now on because who knows how long this has been going on as my account has been very high for months now, besides the data bundles I buy.</p> <p>Thank you for your speedy assistance in this matter.</p> <p> </p> <p>Kind regards,<br /> Raymond</p>