COMPLAINT

I received my April statement on the 7th of April and I called Vodacom on the 8th April to dispute an extra R200 charge on my contact/account. It turns out that there was an extra line that was added on my account. After speaking to numerous call centre agents , it was discovered that the item that was charged on my account was an online application done end of Jan 2020 which was never cancelled when I called to cancel it in February 2020. To my understanding (when I did the online application) Vodacom was supposed to contact me to ensure that I was aware of the online application done in my name (to eliminate *****), and also to verify my delivery address and so on as part of security reasons. However, this call never came. I called to cancel the order and was told it was cancelled. All this took place in February 2020.

To my surprise, I then receive a bill which was R200 over in April for the very same online order which I thought was cancelled in February. To make matters worse, not only was the item not cancelled, but they actually didn't have it in stock. None of the call centre agents that I spoke to could verify who approved the order and they stated that there was no one on the system that approved it for it to be invoiced and charged. Nonetheless, I then since managed to cancel the item/order. I was told that there will be a credit done and will not be charged the R200 extra. Month end April come and amount of R660 was debited out of my account instead of R400.

I then called again to inquire and was told that the message was send to the credit department. agent was not sure why I was over charged and promised to escalate it again. It is now 8th June 2020, I haven't heard anything from Vodacom and they were happy to debit me the correct amount end of May.

I am just wondering how does this work? Get over charged for an item I do not have nor does Vodacom themselves have, then following month decide to debit me the correct amount? I am still waiting for the extra R200 that I paid.