customer has had enough of Vodacoms theft and *****

I don’t even know where to begin with this issue. VODACOM YOU ARE *******, this is ***** and I will not be ****** from a second longer! I have been a Vodacom customer for more than 16 years and regardless of my loyalty I am shocked at the way I have been treated, no customer existing or new should have to deal with this kind of service. Call after call after call and NO assistance, I have gone into the shops I have sent emails I have made contact with customer care and NO ONE TO ASSIST.

THE COMPLAINT: I have been a Vodacom user for many years, had contracts but mostly I have enjoyed the pay as you go system for this exact reason. In feb 2019 I decided to arrange a contract for myself- I went ahead to the Vodacom shop at the V&A waterfront they did not have the iPhone model I wanted so they sent me to their cellular city branch in the mall. I was assisted by a very sweet gentleman Miguel, as nice as he was, he was clearly not trained. He had to be assisted the whole way through while applying for my contract, anyway I received my phone which was opened already "they claimed they wanted to put a screen cover on for me for free due to the trouble I went through" I wasn't happy that it was open and touched before I had even see the box but in trust I took the phone, and went home. Upon opening the already unwrapped box I find the phone is broken, the button is completely loose. now how did this happen? I then called immediately and made my way back to the store 20min after I had just been there. (please note the inconvenience I had already gone through while applying for the contract and now all of this) I was rudely addressed by someone else as Miguel was now not there his shift had just ended.... the guy who assisted me told me he was sending my brand new phone in for repairs- was this a joke? a phone I had just received, opened by a shop without the customers permission now being sent in for repairs because it was broken? I told them I wanted a new phone and it was not to be opened by them without me there. the rude employee wasn't really interested in what I had to say but eventually I put my foot down and said that a new phone was to be organised.

I then waited a week or so for my new phone on a contract that was already activated, I received my phone went off and that seem to be it. okay cool it’s all sorted I thought!

I then receive my first bill. please note the contract and agreed payment was R950 per month, nothing more nothing less- in fact I pay for the added service which prevents me being billed extra- if I need more minutes or data, I have to purchase it, it does not roll over. okay so as I was saying my first bill comes through. R1600???? there are multiple things on the bill which I did not agree to such as insurances and what not. SO, I call Vodacom I wait 30 minutes, they answer the phone then put it down, I call them back again wait another 17 minutes and the phone cuts outs. I eventually get through a third time after holding for 25min the lady says to me she can’t help me because she’s customer care so she puts me through to another dept who put the ****** phone down. now clearly, I have wasted time and money in doing this- a very frustrated customer. I resort to contacting Alex the manager at the cellular city store V&A waterfront he asks me to mail him so I screen shot my bill and send it off to him- He then tells me yes; it is incorrect and he will organise a credit for me. no follow up to confirm this has been done so I email him a week later for confirmation and he confirms that I will be credited my R617. I’m okay with this, even though I was frustrated I was happy with that arrangement.... YES, THERES MORE. today I wake up to see that yet again I have been charged more than the stipulated contract a good R1050 has come off of my account!!!!!! So not only did they not credit me, they then charged me again and more than the agreed amount, so I go onto the Vodacom app, I can’t even email myself my statement- THEIR APP DOES NOT WORK three different bills showing on that account. so I call Vodacom I WAIT again, the call is eventually answered and I don’t even think they knew what was going on- the lady mailed me my bill three times- I have all three mails which none of them have a statement attached it takes me to a link which says it’s a virus..... so what to do now, I then call Vodacom/cellucity/Vodacom/cellucity/Vodacom (the two at the V&A stores) only to be placed on hold and to be put through to Alex who doesn't answer the phone! how can I resolve this issue, I just want to move to MTN now because I have had enough- Vodacom besides your terrible customer service and your shocking lack of assistance you are continuously *****ing my money. I have a contract with you which stipulates R950 so WHY are you taking more money from me every month- I did not agree to insurance or your ****py bells and whistle extras nor did I agree to paying more than R950. I am furious that a corporate of your capacity thinks *****ing from their customers is okay! Its absolute nonsense. I would like this to be resolved so I can move to the better service provider which in my eyes is anyone else but Vodacom. 16+ years and you have put the worst taste in my mouth!