CONTRACT ACCOUNT (****************)

Good day

RE: URGENT ACCOUNT ENQUIRY/COMPLAINT

During the month of April 2019, I noticed that my service has been suspended without any formal warming or notifications. I contacted the Vodacom service dept on 082 135 to inquire about this and was informed, to my surprise, that my account was in arrears. I immediately responded in defense to the statement of the consultant that claims my account is overdue and informed her that I pay my account religiously every month.

She further investigated and noted that my contract expired during the month of February 2019. This came as a shock to me as nowhere was I informed by Vodacom about a contract that is due for an upgrade or would be expiring soon. I further proceeded by asking why I wasn't informed and how this is in relations to my account being in arrears? She proceeded by informing me that when my contract expired all discounted rated services was forfeited and that normal standard rates applies. This almost blew me over as nowhere have I ever agreed to this. Being a Vodacom customer for the last 4 years this is the first time I ever heard that when a contract expires normal rates applies. Previously, your contract would continue until your upgrade or cancel services.

I went ahead by asking the consultant how was I suppose to know my contract is about to expire? She responded by stating my Account statement would have indicated this. I informed her that I haven't been receiving any Account statements from your company for the last four months, which I also requested at that time on which she provided me with. She mentioned that these statements were sent via MMS Notifications. I asked her who gave them permission to change my statement receival/delivery method as nowhere have I ever requested this to be changed to MMS as the sim card/package I had with Vodacom was a data sim with a modem and MMS notification would not have made sense as the sim card is in a modem, on which she could'nt respond.

This could have been prevented and I believe :

Vodacom was negligent in communicating timeously and sufficiently Vodacom neglected in ensuring that account statement was sent to me by signed up method for the full duration of the contract Vodacom had additional, alternative contact details of me on file, why did you not utilize this info to contact me?

Should Vodacom had communicated sufficiently I would have taken the liberty off either upgrading or canceling my contract. But, you guys have not. Nowhere had my account ever been in arrears, and I need you to :

Investigate into this matter and write off all additional charges and interest incurred on my account as this overdue account was due to your negligence in communicating efficiently. Put a block on my account until this dispute has been resolved sufficiently and once resolve, to unblock the account. Change my account statement delivery option back to postal as I have originally requested.

Your urgent feedback is needed in this investigation.