Candidates for award as Worst Communicators

<p>During the past 20 years plus, I have had no reason to complain about Vodacom, simply because I had no reason to try and communicate with them. I have had two accounts with them for about 95% of that time. At the end of May 2016 Vodacom merged the two accounts into one. No problem with that, but for some reason I was not aware of this and continued depositing the monthly payments into the seperate accounts.</p> <p>After receiving warning SMSs about unpaid bills, I assumed that it may have been that I have paid slightly late, or Vodacom Accounts department was having issues because my bank statements reflected the payments. This was going on for a while - I pay my bills and Vodacom send an SMS. One day all my lines were blocked and when I called, I was told I have paid only part of the outstanding amount (equal to the full amount due on one of my devices).</p> <p>After investigating, I noticed that all my invoices from both accounts were no listed on the one account and only amounts paid to that account reflected, whilst the amounts paid into the account that was closed without my knowledge did not reflect. In my opinion, a simple problem with an easy solution - Vodacom Accounts department should simply credit my 'new'account with the credit amount in the now inactive account.This was verified by one of the call desk operators who agreed with the status after investigating. She requested I send proof of payment to ********** and the problem will be sorted. Simple!</p> <p>Unfortunately this is a HUGE problem for Vodacom. I was cut off again, despite having sent the proof of payment. I called, and got the standard Vodacom reply: 'you have not paid your account'. I explain, they verify the credit amount in the old account and promise to rectify. This has now been don more than a dozen times in the past 6 weeks.</p> <p>My problem is not so much the fact that the mix-up occured, but their attitude towards me. It is automatically my fault and I have no way of proving that I have paid and neither am I given a choice to escalate to a senior person. I was bluntly told on more than one occassion that I may not speak to anyone but the operator. I may not e-mail proof of payment, but MUST fax it. I do not even know where to find a fax facility!</p> <p>On 28 September I received an email from Vodacom stating that they are now going to take legal action if I do not settle my account within 7 days. No return mail address or contact number or even a contact name. There is a signature scribbled on the letter, but no contact reference. The message is clear. We are right, you are wrong and we will not discuss this with you. Send your proof of payment to the pop@vodacom address, or fax it.</p> <p>I have now sent the proof of payment again (several times) and also faxed it at least 12 times since 29 September, each time requesting clearly that I want an acknowledgement of receipt as well as a reference number. I have not received any acknowledgement to date. </p> <p>The worst part of all is that I have actually overpaid the account that's 'in arrears', so Vodacom OWE ME, not the other way around. Also, the statements of the accounts on the portal are the worst I've come accross in my life. Even though they insist I owe money, the statement shows a balance of R0.00 and even a summary at the top stating: Amount due: R0.00.</p> <p>I am posting this on Hello Peter very reluctantly because I have noticed that Vodacom provide a standardised autoresponse stating a call centre operator will follow up. That is BS because these aare the same operators who simply look at their recors stating I owe money and that is as far as they go. They cannot assist further oe even escalate to a supervisor. The only slight acknowledgement that you may be right is their insistence that you send the proof of payment, but they do not acknowledge that they receive it. 'Policy'</p> <p>I will most certainly change service provider because of this. I just need them to credit my account as appropriate. I HAVE PAID!!! and have continued to pay since they changed the accounts.</p>