Complaint to the CEO Shameel Aziz Joosub

I am highly disappointed and very angry at how Vodacom and its employees have dealt with my query over the phone!

In may my debit order was reversed due an unforeseen circumstance and I was contacted by a Vodacom agent to arrange a repayment date. Me and the agent came to an agreement of a double debit for the 20th of June because that’s when I get paid. On the call she reassured me that my services will not be affected and a double debit has now been successfully arranged. Friday the 28th of June my line got suspended due to nonpayment and when I checked on my bank statement the debit order did not go off. On my pay day I always give my account 24hrs for my debit orders to go off before I can start transacting on my account.

I just called your collections department to find out what went wrong I was then told that the debit order was not reset and when I asked why I was told that I was supposed to go to the bank to grant Vodacom permission to debit my account again. So I asked the agent how was I supposed to know that because the previous agent I spoke to, to set the double debit confirmed to me that the debit order will go off (and I’m sure all your calls are recorded). Now my account does not have enough funds to settle this bill and I am being told I will have to make payment 1st before I can have my line back on again and I can only make full payment on the 20th of July when I get paid! IT IS NOT MY FAULT THAT VODACOM DID NOT DEBIT THE MONEY AS AGREED ON THE PHONE AND VODACOM HAS FAILED ME AS THEIR CUSTOMER BY NOT INFORMING ME AND EDUCATING ME AS TO WHAT DO I NEED TO DO TO MAKE SURE THE DEBIT ORDER IS TAKEN AGAIN!

THE CALL WAS THEN ESCALATED TO A SUPERVISER BY THE NAME zanele khoza WHO WAS VERY RUDE AND UNPROFETTIONAL ON THE PHONE (I’m sure all calls are recorded) AND SHE AGKNOWLEDGED THAT VODACOM HAS FAILED TO DO THEIR DUTY OF INFORMING ME OF WHAT PROCESS TO FOLLOW, BUT SHE JUST KEPT ON INSISTING ON TELLING ME THAT IT WAS MY FAULT, IT WAS MY DUTY TO CHECK WHETHER THE DEBIT ODER WENT OFF OR NOT (which is fair enough) but I have never had to do that before because all the other PROFETIONAL MERCHANTS that I deal with stay true to their word, when they say a debit order will go off on a certain date IT DOES!

So basically I have agreed on making full payment on my areas on the 20th of July 2019 AND I WANT MY LINE SWITCHED BACK ON BECAUSE IT WAS NOT MY FAULT THAT VODACOM DID NOT DEBIT MY ACCOUNT AS AGREED!

PROMPT RESPONSE WILL BE MUCH APPRECIATED.