COMPLAINT AND DISPUTE REGARDING NEW CONTRACT NEVER AGREED TO

I have been an existing customer with VODACOM for well over 20 years now and I am BEYOND upset with my most recent experience. I was contacted by their "REWARDS" department towards the end of July 2023 by a very savvy salesman who was calling to tell me that apparently, as I have been such a fantastic customer for SO many years, he was offering me a new and amazing deal...I had recently upgraded my contract and along with the new contract I received a VERY annoying new device which I have loathed since day 1...I had previously tried to return the device to Vodacom after trying to us it for a number of weeks, but was told that they were "unable to assist" me with changing the device to something more user friendly.. so fine..now 'm stuck with a device I can’t stand for the next 3 years.

This "salesperson" tells me that he can see that I have lodged complaints about my device and that's one of the main reasons he's calling me with this "FANTASTIC" deal for me where I can get two new devices on the same contract that I have already...AT THE SAME PRICE I AM CURRENTLY PAYING.

This individual tells me that I would paying slightly more (an extra R30.00 or so per month) but I would simply "MOVE" to the new contract with the two new devices!! He also claims there are NO ADDDITIONAL FEES charged for this wonderful new deal he is offering me.... so, as I can’t stand my current device I am happy to hear this offer as then I can finally get a phone that actually works.. I ask the "agent" outright: "SO I AM NOT GOING TO BE PAYING ANYTHING MORE THEN WHAT I CURRENTLY AM (+/-R1000.00/MONTH), EXCEPT FOR THE EXTRA R30.00 YOU MENTIONED?".. and the salesman confirms, "YES, THATS RIGHT, YOU WILL ONLY BE PAYING THE EXTRA R30 odd/month!!!” So of course, I am very interested and agree to be “moved” to this new contract.

Towards the end of the conversation I ask the agent, “SO WHAT MUST I DO WITH MY OLD DEVICE”, to which he replies, “YOU CAN DO WHATEVER YOU WANT WITH IT, IT’S YOURS!!”. I say thank you and that was the end of the conversation.

My new phones arrive a few days later and I start the process of copying all relevant info and data over to the new phones (which takes forever as the old device is not compatible with any program, hence how useless it was), and after a week of struggling to save all my pics / docs etc, I am finally on my new device. Since I certainly do not want to keep my old device, I sell it to an acquaintance for their teenager – now my OLD DEVICE IS SOLD and no longer in my possession.

I then woke up to x2 R200.00 debit orders that were deducted from my bank account on the 01/08/2023 – I had NO IDEA what these two separate debit order payments were for – the fact that I had NO FUNDS in my bank account on the 01/08/2023 also meant that the x2 debit orders failed – and so I have been charged for X2 failed debit order fees by my bank.

The next morning, I decided to look at my VODACOM APP and was APPPALED to see that the balance I now apparently owed Vodacom had DOUBLED to OVER R2000.00!!!!! (NOT INCLUDING THE X2 R200 debit orders that had failed!!!!)

I contacted VODACOM “CUSTOMER CARE” that same afternoon and spoke with an agent by the name of NICOLE JAANTJIES. After 20 minutes Nicole informs me that I am being charged for an EXTRA CONTRACT!!!!!!! Again, this is NOT WHAT WAS EXPLAINED TO ME BY THE “SALESMAN” in the previous weeks!!!!!! Why in the world would I agree to pay an EXTRA R1000.00 odd/month when I made it CLEAR to the “salesperson” that I COULD NOT AFFORD TO PAY MORE THAN WHAT I WAS CURRENTLY PAYING TO VODACOM??? I explained all of this to Nicole, and if you listen to the voice recordings during my conversation with her, you will clearly hear how distraught I was, and STILL AM!! To the point I was literally crying on the phone…I felt SICK to my stomach!!! Nicole then claimed to have lodged / escalated my dispute regarding the whole disaster, but it would take +/-72 hours to get any feedback from that specific department…this meant I was expecting her call on TUESDAY 07/08/2023 (after 16h30pm as I am unable to answer my cell during work hours). So I wait until after 5pm on TUESDAY 07/08/2023 and decide to call VODACOM yet again….I am hold for another 20 minutes or so, only to be told that there was no feedback, however I need NOT worry about my upcoming debit order (due on the 10/08/2023) and I should REST ASSURED that the matter will be resolved LONG before my debit order payment was set to go through.

I then received a call on SAT 05/08/2023 from the individual who I sold my old device to (as I was told I could do whatever I want with the old device by the “salesman”) is LOCKED to the Vodacom network and so I need so “SORT THIS ISSUE OUT ASAP PLEASE” as the person is unable to use their sim card in the device they had bought from me.

So ONCE AGAIN I contact Vodacom, 05/08/2023, and spoke with an agent named Najma. After time on hold with the agent, I am finally put through to Nicole Jantjies, who yet again, states there is no feedback, but my dispute has been logged and she again promises to get back to me very soon to have the matter resolved..

After another 2 days, STILL NO COMMUNICATION from Vodacom. I call yet again…I got through the entire process of explaining what has happened to be told, REST ASSURED, the matter will be resolved very soon…FYI it is now the 08/08/2023 and I spoke with an agent named LEONEY – This agent assures me that she has spoken with Nicole Jantjies’ manager, who is AWARE of the dispute, and has promised Nicole would get back to me very soon. I also inform this agent that my OLD device, that I have now SOLD (as I was told I could do whatever I want with the old device by the “salesman”). Leoni again claims my dispute is being resolved and Nicole Jantjies would be in contact with me shortly. I once again stress to LEONI that I could NEVER AFFORD to have two contracts for over R2000/month and there is simply NO WAY I WOULD HAVE AGREED TO A BRAND NEW CONTRACT!!!! I mention I am VERY concerned about my debit order which is set to go off on 10/08/2023 as the VODACOM APP is still showing I owe Vodacom just over R2400.00!!!!!! Leoni checks on my account and informs me that I MUST NOT WORRY as I will only be billed for my original two lines (my cell and lap top) which is just over R1000.00 – so THIS IS ALL I WILL BE DEBITED FOR ON THE 10/08/2023. I finally breathe a very small sigh of relief and I simply CAN NOT afford to have my existing phone line cut!! I have NO other way of communicating with the world – these are my only two lines of communication. Again, I am assured my dispute will be resolved shortly, and I must not worry and the usual, “WE ARE SO SORRY FOR ALL THE INCONVENIENCE….”.

On rolls the 10/08/2023, and GUESS WHAT??? Vodacom tries to debit my account for +R2400.00!!!!!!!!!! I am completely mortified once again by this pathetic lack of assistance and blatant unprofessionalism I have received from VODACOM. OF COURSE MY DEBIT ORDER WOULD HAVE FAILED – I CAN NOT AFFORD TO PAY OVER R1000.00/month for my cell phone!!!!

I have of course now also been charged for all the failed debit orders from my bank on top of this whole nightmare??? (x3 failed debit orders in 1 month) and this has in turn negatively affected my credit record further impacting my name!!

Yet again, I place a call to Vodacom for feedback, and YET AGAIN, all I am told is that I must not worry, the matter has been escalated and Nicole Jaantjies would be in contact with me shortly.

It is now the 18/08/2023.

I was FINALLY conferenced in with the “REWARDS” department yesterday afternoon (17/08/2023) and spoke with yet another agent named …… - after going through this entire debacle yet again (25 minutes).. guess what the response was?? “THE MATTER HAS BEEN ESCALATED AND YOU WILL NOW HAVE TO WAIT FOR FEEDBACK”….

I questioned again what is going to happen to my original line (the one I have had for 20 years) as now my debit order failed – is it going to be suspended due to the failed debit order? I was assured “ NO – THERE IS AN ONGOING INVESTIGATION, SO IT WILL NOT BE CUT OFF UNTIL THE MATTER HAS BEEN RESOLVED”..I asked the agent if I could then pay my original line via EFT DIRECTLY to ensure the line would remain active – I was told “NO, THAT WON’T MAKE A DIFFERENCE, BUT REST ASSURED, YOUR LINE WILL NOT BE SUSPENDED”.

GUESS WHAT???? I have received an automated call from VODACOM THIS MORNING (18/08/2023) informing me that as my account is in arrears, it will be suspended unless payment is received (+R2400.00!!!!!!!!!!!).

19/08/2023

I then received a call from a woman named Patricia, who once again assured me that the matter had been escalated and I would receive feedback from the rewards department by the follow Friday (24/08/2023). I explained the entire ordeal over to Patricia who stated that the matter has been sent to another department (I assumed rewards department) and so I needed to continue waiting for their feedback. Patrica also asked that I make a payment towards my account in the meantime – I agreed to a debit order of R500.00 to be deducted from my account on Monday 21/08/2023. I stressed to Patrica that in light of all the FAILED debit order fees charged by my bank – DUE TO THIS WHOLE MESS – I couldn’t afford to pay for my current lines *** / ***).

I waited patiently all week and continued to wait all afternoon on Friday 24/08/2023 for the promised feedback from the rewards department – no call came.

Finally, I received a message on 29/08/2023 from Vodacom and MONDO stating that my query had been finalized / resolved. I then had to call the “REWARDS” department to ask what exactly had happened as I had received no email / call from anyone to explain what “resolved” meant to them?

I spoke with a lady by the name of Kayleen who confirmed that the investigation into my claim was FOUND TO BE LEGITIMATE!!!!!!! Meaning that the REWARDS AGENT had not explained things at all, and had given me false information!!! SO YOU HAVE CONFIRMED THIS WAS IN FACT VODACOMS FAULT – NOT MINE!!!!

___________ proceeds to tell me that she can now cancel the two additional lines (which I DID not agree to), and would arrange for the two devices to be collected.

AND ONCE AGAIN, NO ONE HAS BOTHERED TO HEAR MY FULL COMPLAINT!!!

I have ALREADY SOLD MY OLD DEVICE DUE TO THE FACT THAT the REWARDS AGENT TOLD ME I COULD DO WITH IT WHAT I PLEASE!!!!!!

I have been and currently am using one of the devices I received – the other one is still in its box.

…. Tells me now that as the “DEAL” I received was for 2 devices that in order to cancel the two new lines (WHICH I DID NOT REQUEST OR AGREE TO), they have to come and collect BOTH of the devices????? HOW IS THIS FAIR???? I have already moved all my information / pictures and docs from my old SOLD device and put them into the new device I am currently using?? …. Proceeds to tell me there is NOTHING that she can do for me. Please explain how this all means my dispute is RESOLVED? IT MOST CERTAINLY IS NOT!!

I DO NOT UNDERSTAND WHY I AM THE ONE TO BE PENALISED / PUT IN THIS HORRIBLE SITUATION WHEN THE FAULT WAS VODACOMS REWARDS AGENT??? PLEASE EXPLAIN THIS TO ME???

I do not understand why I can not keep the one device I AM CURRENTLY USING and simply pay for the device itself??? (NO ADDITIONAL LINE/S)?? You are more than welcome to come and collect the second device which is brand new in its box still? WOULD THIS NOT BE AN EASY SOLUTION TO this never-ending NIGHTMARE CAUSED BY VODACOMS AGENT???

I feel completely sick to my stomach with the whole way I have been treated and the amount of time and stress this has caused me – as a LONG TERM customer I am disgusted with the level of service (or rather NON SERVICE) received so far.

I think that the way VODACOM has disrupted my entire life for this entire month is despicable and I will NOT TOLERATE being BUL**** into a new contract in order for me to keep the device that I am using – BULLYING is the word for how I am being treated by VODACOM.

AGAIN, VODACOM REWARDS AGENT WAS AT FAULT – NOT ME!!!!!!!!!!!!!! As proven by all the recordings you reviewed during this APPARENT investigation!!!!!

Please see below a list of “AGENTS” and the managers (that were apparently alerted to my dispute) that have “ASSISTED”, OR WERE SUPPOSED TO BE ASSISTING ME throughout this whole ordeal – which again, can be validated by the numerous recordings you have on record!!

Aswell and some key points for all parties to please take cognizance of:

Nicole Jaantjies Natalie Donkerman (Nicole Jaanjies’ manager) Najma Zimvo Mr Faheem (Zimvo’s manager) Leoni Labeeka Jody Zianda Farhaana Marwaan (Rewards department) Patricia

FAILED DEBIT ORDER FEES: R105.00 X3 = R315.00 TIME FRAME – FIRST QUERY LODGED 03/08/2023 – TO DATE MATTER NOT RESOLVED TIME EXHAUSTED ON CALLS TO VODACOM – +/- 15min per call = 143 minutes of my own time to try and get the dispute resolved – AGAIN, this can be confirmed by all the recorded calls logged by Vodacom I WOULD NOT BE IN THIS POSITON OR GOING THROUGH THIS NIGHTMARE IF THE VODACOM “REWARDS AGENT” HAD DONE HIS JOB CORRECTLY IN THE FIRST PLACE!! WHY SHOULD I BE HELD LIABLE FOR VODACOMS MISTAKE???

I am begging SOMEONE, ANYONE, to PLEASE revert back to me with an ACCEPTABLE solution in order to finally put this disaster to rest.