Charging Clients for Roaming that was not re- activated due to their error and bad admin. Do they have a 10 day response policy to drag out resolving issues ?

Charging Clients for Roaming that was not re- activated due to their error and bad admin

My saga - I have a business contract with Vodacom and travelled to Europe in May 2017. This is the letter I sent to them to request roaming from 6 May -20 May 2017

28 April 2017 Telephone number: ********** 211 Please can you assist by making my phone international roaming ready. I will be in Doh, Turkey, Spain, Greece from 6 May until 20 May 2017. Kind regards Pam Kerr Managing Member

December 2018 I was on a MSC Boat Cruise from Durban for 3 days and suddenly I was notifiedvia sms that I had been on roaming and presented with a bill for roaming for over R1300. I received no notification that I was on roaming nor had I requested roaming. As far as I knew my roaming ended as per my official letter 20 May 2017. We have been in "dispute"since my return Saturday 22 December 2018 with phone calls (from me) and emails going to and fro. 22.12.18 - I phoned Vodacom upon disembarking to dispute the sms I received as I was disembarking notifying me that I had spent R1300 odd on roaming

Vodacom Email 5 days later - 27.12.18 - Kindly be advised that your dispute has been received and under investigation. Vodacom Email 10 days later - 07.01.09 - Good day. We would like to take this opportunity to thank you for your query. NB: For any questions you have concerning the dispute, please revert back to the very same email for assistance. All usage was registered on the Vodacom network via your simcard and your device and therefore cannot be manipulated in anyway. Kindly see the info below: 1. The line was used while roaming in Mozambique. 2. The total amount of data traffic was 15MB. 3. Roaming rates are at R5.00/MB in Mozambique on vodacom network and data bundles and Call limit service do not apply. 4. When you see the same increments on the billing report, this would be a large download or stream file. 5. It is also important to remember that Vodacom bills volumes of data used and not periods of access and what kind of access takes place. 6. I would suggest that to get cheaper rates for Roaming, kindly activate the Travel Saver services which charges R2.00/MB and R60 Daily subscription. Based on the above there were no discrepancies identified with the usage and renders the billing correct. I hope you will find the above in order and trust it will clear any uncer*****ies with regards to the dispute. My response same day Email 07.01.19 Thank you for this correspondence. As discussed when I lodged this complaint on 22 December 2018, I did not activate roaming nor was I notified that I was on roaming whilst on a boat cruise that went into Mozambique waters. I had roaming last year when I was overseas. I was very specific in my letter that I only wanted international roaming between 6 May to 20 May 2017 (please see attached) Vodacom have obviously made a mistake by not turning off international roaming on 20 May 2017. I cannot be held liable for a service that I did not request, please will you confirm a credit of R1384.08 will be made before 31 Jan 2019 when the stop order comes off my account. Should you require me to resend the email (screenshot below) dated 1 May 2017 I will gladly do so.

Vodacom Email 10 DAYS LATER - 17.01.19 Good day Kindly note that when you send a request to activate Roaming,You also need to send a written request to de-activate Roaming. Regards Thembeni

My Email same day 17.01.19 - Dear Thembini. I do not accept this explanation at all, as my letter was very specific and clear regarding my dates. Neither was I advised that I needed to send another letter to cancel roaming? Is this Vodacom’s way of losing clients? I am extremely angry and unhappy with Vodacom. I would like to escalate this to management now as we seem to be going around in circles. Please will you send on my emails to your manager and give me a name and contact number.

Lets see what happens next - another 10 days takes us to month end...Seems like they have a 10 day response to try and get out of sorting out the issue. I dont have any confidence in their ethics in dealing with this matter an resolving it in a timely manner.