Complaint about RewardsCo

On Monday 27th July I received a phone call from Nadia from Reward Co. She was very professional explaining the reason for her call. She discuss with me a possible upgrade for my Main Number *** as well as my other number that is a Data ****le. As well as a second phone I got previous with my main number when I upgraded.

The offer she made was that I can upgrade to a Huawie P 30 lite 2020 for only R389 on the same contract on my ****le account for R129 she can upgrade it from 1GB to 10GB and on the other number R75 for airtime only. It sounded like a great deal and it is alot less than what I am paying at the moment. So it will be a total of only R590 per month for all 3 contract. I asked if I can get time to think about it an also do research on the phone.

We spoke again on the 30th July and I accepted the contract she confirm the amount will only be R590.Also confirmed that there is a 7 day period if I wish to cancel the contract I was happy looking forward to my new phone.

On Monday 03rd August the phone was deliverd.

When I checked my Vodacom account that evening it showed that my new installment will be R1205. This is double on what I have confirmed and discussed.

I have been a customer with Vodacom for nearly 15years and this is the first time that something like this happens. The next morning I contacted Reward Co and was informed that there is no way that I can contact Nadia. I can't be transfered to her, I can't send an email. No one can contact her. My point of view this is impossible. When I spoke to the consultant he informed me that on that contract that she has upgrade me to is for R820 per month for my Main Number. I was and is still furious.

This is unacceptable. I asked if I can log a complaint he said they can do an investigation but it will take between 7 to 10 days and by that time my cancelation period would be expired. So I need to choose do I want to cancel or lodge a complaint. I feel this is unacceptable because if I cancel then you won't take the matter further.

I asked him to cancel all 3 upgrades. He informed me that it is done and they will collect the phone between 5 and 7 working days after the phone call.

I then immedetaly called Vodacom because I wanted to cancel all my contract and go to another service provider.

I spoke to a gentleman Chad in the cancelation department He was very professional and helpful. He listend to my complaint and assisted and said that he will escilate the matter to Reward Co because they need to arrange with Ram courier to collect the parcel. He also said that the consultant only reversed the one contract but he will request that the other 2 is also canceled He also convinced me not to move to another service provider.

But once again it is back to Reward Co. They still have not been in contact with me to confirm a collection date of the parcel. It is 11 days already!!!!!!!!

On Tuesday 11 August I called to find out when the phone is going to be collected and spoke to a lady Christell also in the cancelation department of Vodacom And yet again she had to send an email to reward Co to follow up. She informed me that in the system the only contract that is being in the process of being reversed is the one for the ****le nothing else. Nothings has been done with the other 2 contract.

I called Again this morning and spoke to a consultant that escalated the problem yet again to Reward Co

It feels like I am going from Pilar to post and it is taking a long time to be sorted out. And no one from their side is coming back to me. I can't see how after 15 days no attempt to contact me has been made.

Chad and the other consultants from Vodacom is doing everything they can but nothing can be done from their side it has to come from Reward Co.

To be honest I feel like Reward Co are doing alot of damage to The Vodacom Brand. Because I have always only received great service from Vodacom. This is the first time that I am ever complaining in 15 years.

I don't know how else to lodge a complaint. I have send an email to the offices in Durban for someone to call me back. I even send a complaint and got a reply today a week later thag someone will contact me. I send a Facebook message on Reward Co sales. No reply I just don't know what else to do I also send an email to Vodacom Customer care and I have not recieved any kind of feedback from them either

I would appreciate someones feedback on the above matter. And if this matter can be resolved ASAP. I have been more than patience up until this point

Meri Lodewyks