Call reference: Robin 12:51 (***)

<p>Good day</p> <p> </p> <p><br />I received a communication on 13Jan via email that my Voda account has been moved to Top up Collections the implications being that I would not continue to be billed monthly until my areers had been brought up to date.</p> <p> </p> <p><br />I have made 3 calls to ********** today querying why I have been billed for the month when I should not have been.</p> <p> </p> <p><br />On all 3 of the calls, the agents insisted that I was not billed erroneously and that due process was followed. </p> <p> </p> <p><br />At the end of the 3rd call, I spoke to Robin Leisegan who advised that u received the email in error.</p> <p> </p> <p><br />I cannot be held responsible for your incorrect communications which I rightfully took as being fact.</p> <p> </p> <p><br />Subsequent to receiving the comms, Vodacom did not make any effort to reach me to communicate the error. I am only hearing of it now when I initiated a query.</p> <p> </p> <p><br />I cannot be held liable for an error made by Vodacom which is now adversely affecting my pocket. </p> <p> </p> <p><br />In addition, I requested to lodge a complaint and Robin suggested I go directly to ICASA which is contrary to Voda's complaint resolution process. Complaints should be handled internally 1st and if the customer is still dissatisfied, they can then escalate to ICASA. I do not understand the suggestion that this process be bypassed in this instance. </p> <p> </p> <p>Please also address the rudeness of the 1st agent I spoke to there this morning.</p>