Bul**** by Vodacom

An email sent to Vodacom after several calls were not responded to as seen below:

From: Jay Maan Date: 22 December 2020 at 17:57:11 SAST To: ***, *** Cc: ***, Subject: COMPLAINT

To whom it may concern:

This is my third and final attempt to cancel and end my subscription with Vodacom. I need to transfer my number to MTN and this needs to be finalised immediately.

Towards the end of 2019 I paid what I thought was my contract amount (around R359 per month) and the beginning of 2020 I looked at my statement and I realised that I was behind, which didn’t make sense. So, I realised that I was being charged more than double what I agree upon for a contract. I then went to a Vodacom shop and I was informed that the contract that I was on was discontinued and I was placed on the contract that I’m on currently without my consent or authorisation. I was also not informed before this happened.

I then told them I wanted to cancel my contract with Vodacom and move over to MTN where I have a business contract. They said the only way I could do that is by making my contract paid up which I was unable to do at the time. Vodacom then continued charging me at the inflated rate which I did not agree upon which meant my account went further into debt. Then came COVID and I was unable to operate with either of my two struggling businesses. Eventually I spoke with a consultant who said he suggest we suspend the account, I pay off the outstanding balance (which was unfair as I did not agree on this amount in the first place) and thereafter the account may be closed.

On Monday (21 December) I went to a Vodacom shop again and they informed me I can’t close this account even though I have paid up the outstanding amount, because I still had 3 months left on a contract I never agree upon.

I feel I have been placed in a situation where I’m being bul**** by a big corporate and the way in which this situation has been handled, complaints have been handled, are completely unprofessional and rude! Vodacom is a bully!

I want this issue resolved, I want a refund for the monies that were paid for a contract I did not agree on, and I want to be able to port my number to MTN and move away from Vodacom for good. I do not and cannot support a company who treats their customers, even though a small customer, in this manner.

This account will not be paid further. DO NOT continue sending billing me as this amount is unauthorised by me.

The following is what transpired after I had paid back the outstanding amount on the higher tariff. I called cancelations on the 13th of January as detailed below. I wanted to cancel my account and Keith said he wants to assist me and would hate to loose me as a customer under current circumstances of how things transpired.

(***) - Number Dailed Cancelation Department: Agent name: Keith - 13/01 @12pm Longisane - he said someone will contact me about refund on faulty account.

Keith informed me that a refund will be paid to me and that he will offer me an affordable contract going forward. I said I was happy to go with his offering provided the refund is fair. I waited to hear what the refund would be as he said someone would contact me. He sent me a quotation which I would be satisfied with provided the refund is fair.

I heard nothing from them but did see a refund of R260 which I received at the end of January

I then called on 03 March Gloria - she said Keith would give me call as my quotation had expired - I was not happy with refund and in the meantime I was still be billed for the incorrect amount.

Called 08 March Still no call from Keith I requested lady to escalate, she said she would escalate to a team leader to make contact.

At this stage I stopped paying my contract as it was still being billed at the escalated amount.

They called 17 March said they would escalate. They called 18 March call was disconnected and they never phoned back.

12 April I drove out to Vodaworld as the matter was not being resolved and I was not being assisted by a manager who could actually make decisions. Spoke to Alina and her manager at Vodaworld They said the issue would be resolved with 48h she said she would personally follow up. Alina said if I don't get a response I should phone the following number and they will send her an sms and she would phone back. Number: *** They said there should be some compensation and a plan going forward and she would personally follow up.

12 April - Message received: Dear Vodacom Customer. Your query has been escalated to a Solution Expert who will contact you within 24 working hrs. Your ref number is: *** Visit My Query: https://bit.ly/2SswlkR to track the progress. Thank you, Vodacom.

14 April - Message received: Dear Customer, With regards to your query with ref number ***. Please note that your service request is still in progress and is being addressed. Visit www.vodacom.co.za/help from your PC or cellphone. Thank you, Vodacom

Still no comms from Vodacom except collections calling about 3 x per day

22 April I called Alina, she went home as she was not feeling well according to whoever answered my call and I left message for her to call me back. No calls received from Alina

28 April - Message received Note that payment has not been received on your Vodacom account and your line will be completely suspended within the next 24 hours. Please call *** urgently to arrange payment.

29 April Called Alina, left message to cal me back

30 April Called Alina left message to call me back

I am trying to restart my business which was severely affected by COVID, my travel business is not trading at all so I am under huge pressure due to COVID and now I cannot even receive calls. All because Vodacom increased my contract from an amount of R359 to R750 without my consent or knowledge.