Charged for resetting a password!

I have been with Vodacom for the past 8 years. Since my first contract, I made use of the free Vodamail email service.

I recently started a new contract on my existing number and since I started the new contract, I started having issues with my emails. I had trouble logging in.

I phoned the call centre for help and even went in store at the Vodashop Repair Langeberg Mall branch in Mossel Bay for help. Everytime, I had to reset my password and had to wait 30 minutes. Of all the calls I made and after my visit to the store about a month ago, my email was still not working. I was given numerous reference numbers which should be linked to my number.

I went back to the Vodashop Repair Langeberg Mall branch in Mossel Bay on Saturday, 2 December.

I explained to one of the consultants my problem and she helped me solve it. She logged onto my emails from her computer, requested a one-time pin and password reset. After this, she logged into my emails from her PC and I was able to set up Vodamail on my phone (which I did myself) and I could log in to my emails. I was there for 5 minutes, max!

When she started helping me, she never said anything about them going to charge me to help me. Only during, she mentioned that they would be charging me. I told her that I was not happy with this and that she didn’t need to proceed, that I will set up another email with hotmail or gmail, but the lady and one of the other consultants Anna, which was present when I told her not to continue, just continued after I told her that I was not going to pay.

I had to pay R 160 for her to request a password reset. I am NOT happy!

I have spoken to the Vodashop Repair Langeberg Mall branch manager, Karen, on Monday morning, 4 December, and I explained everything to her, yet she refuses to help me.

I am very unhappy about this as I feel I was informed that I was going to have to pay only when she was half-way through resetting the password. And she decided to continue after I told her I was not happy about paying this amount.

I have also spoken to Longiswa at Customer Care who informed me of which emails I had to use to lodge a complaint. I told Longiswa that I am highly upset and should I not get a response by Monday afternoon, I will be contacting Consumer Complaint and Hello Peter.

I've sent emails to ********** ********** and ********** to lodge a complaint and request a refund... still no feedback.

What more am I to do?