Billing and New Contract Upgrade issues

1. My monthly invoice was suddenly inflated to no sense. Apparently billing was amended due to a discount period that expired and was only discovered a year later which resulted in my Account being adjusted. Vodacom tried to back date the debit to recover the so called “discounted package allocation“ for 12 months period which I then disputed and luckily was credited back. But here Vodacom still inflicted\adjusted my Account with a reason that I’m out of that discount benefit and they have to adjust to normal which still doesn’t make sense to me. I tried contesting the matter with the information at hand from when I upgraded my Contract in 2017. I really tried to explain this to different Consultants whom I dealt with, taking them back to when and how my upgrade was processed in 2017, It made perfect sense to most that I relayed the matter to of which they assisted with logging Service Requests to get this resolved. To cut the story short, here there was no Service, I was ignored and Service Requests were abandoned and with no conducive feedback from Vodacom. I was just forced to accept the adjustments to my Account and to live with it or to either upgrade as I was long due for an upgrade which I alluded to doing both (living with my Account as inflated and also decided to upgrade) just to restore peace and to move on as this matter was tiring plus having to deal with some of the impolite Vodacom Consultants.

2. Per above and as I was forcefully channeled into upgrading, I made the call. Riad, not sure if I have his name spelled out correctly? He forms part of Retentions Team. He helped me and so profoundly. Mind you that this was before couple of attempts with other Consultant that were very rude and impatient, whom will never provide feedback to concerns raised. Some treated me like they were doing me a favor, but anyways that’s how Vodacom seems to be conducting business lately.

Riad assisted me with the upgrade. Spent a lengthier time with him on the phone with going through different options. He was so patient, polite and very helpful. I opted a package but there was no stock for\on iPhone 11s at that time and advised that stock might be coming in on Friday the 17/07/2020, of which I might get my phone delivered by me towards the end of new coming week. I have another 079 number in my profile that is also due for an upgrade, he worked out options and I asked him to rather call me for this other number post concluding my upgrade on the 082 number. I also wanted to subscribe for an LTE data line which he gave me options here as well. All these were gonna be dealt with after my 082 number upgrade completion and with the device delivered by me and I also wanted to run the 079 upgrade and LTE line past my Family.

With all the above Riad insisted or promised to still call me on Friday 17/07/2020 for an update on iPhone stock and also to check on the outcomes with Family and if I will be pursuing to upgrade the 079 and taking up another line on LTE data deal. I also asked Riad this... if it happens or should it happen that stock availability issue gets delayed to the new month and after new packages\deals have loaded with new prices, will my quote be revised to new price drop as the device would have depreciated value in the new month and with new packages\deals loaded. Riad agreed on possibilities of readjusting to price drop or canceling and requoting to new packages\deals.

So when I thought that I was finally in warmth for Service, Riad never called me on Friday 17/07/2020, allowed weekend to pass and gave it couple of days hoping that he will call. This never happened, I then called in for an update and I was told that ETA was revised to later close to month end of July.

Riad disappeared on me as well. I kept calling in for Riad and asking other Consultants to drop him notes to call me back so we can deal the above outstanding.

Raid never called and I kept calling in till when I was told that ETA has been moved to later again, stock will be available from the 21/08/2020. So from then I started querying on price changes and to be requoted or my upgrade be revised as it will be in a new month and with price drop. Here I got a run around from different Consultants. New deals loaded after the 7th of Aug and with price drop. I kept on calling in after then with no help and Riad still AWOL.

On Wednesday the 17/08/2020 I called in again and spoke to Tshepo at around 16:57, explained the above to him, he took his time to check and recalculated prices from month of July comparing to August, noticed a price drop as well. I politely asked him to revise as there is a price drop and still haven't received my device due to stock issues at or with Vodacom. Tshepo understood the sense out of this that I was quoted on previous month prices and now prices have dropped with the device value and I haven’t received the devise due to stock issues on Vodacom side so my upgrade should be revised to current prices since delays with devices are on their side. He promised to escalate and that someone will call me within 24 hours. That never happened I then decided to call again on Friday 21/08/2020. Romario answered and again I had to take him through the above experience and exercise.

He then suggested that I do this write-up for his Managers(Crystal) attention and that he will also escalate. As is, there hasn’t been a response and seeing that another week is approaching.