Data bundles not received but got charged for it by Vodacom (Daylight *******)

<p>My name is Mandla with a contract account with Vodacom with the following number: ********** 434. I am hoping that you can assist with the below, I have been given the run around by Vodacom Customer Care.<br />My problem started mid November 2016, after Vodacom did an upgrade on their My Vodacom App and I upgraded My Vodacom App on my phone.</p> <p>After the upgrade, I could not log in into the My Vodacom App or even login into the Vodacom website using my credentials as I have been doing for years. I phone Vodacom several times with no joy on 21 November 2016 to query the issue that I cannot log into the My Vodacom App and their website. Only the next day on 22 November the My Vodacom App worked mysterious while on the phone with Vodacom Customer Care agent and I could access the Vodacom site with my credentials and My Vodacom App, no notification from Vodacom or what caused the issues on why I could not access the My Vodacom App however, I still could not buy data bundles via My Vodacom App even though i could log in.</p> <p>On Sunday 27th November 2016, I phoned Vodacom to find out why I could not buy data using My Vodacom App, I was told that there were issues the system, therefore I can buy data bundles via *111#. I did buy 250MB data bundles, costing R59.00 via *111# however, I did not get the bundles loaded on my phone and received an SMS on 28th November 2016 at 01:04 that Vodacom will debit my account by R59.00 on 28/11/2016. I phoned Vodacom on 28th November 2016, to find out why I did not get the data but my account was to be debited. The call centre agent could not help me, all she said was they will log a call with the back office, I will get feedback in 48hrs. I never received any feedback on the above or even a reference number.</p> <p>As I did not have data, I checked the My Vodacom App again, on Tuessday 29th November 2016, I did realize that the My Vodacom App was giving me the option to buy data, therefore I bought another 250MB data bundles, however I did not get the 250MB data bundles AGAIN and R59.00 was charged to my Vodacom account, my balance on my Vodacom account was R336.00, after they added the R59.00 my new balance was R 395.00. On the 30th November 2016, I phoned Vodacom to query that I did not get the data but was charged R59.00 and I was told the same story that a call will be logged with the Back office AGAIN and received a ref: A7-EBCXDO1GD and was told my I will receive an sms, email or call in 2 working days, which never happened. On the same call, I had queried, debit that was done by Vodacom, as it was the last day of the month, Vodacom debited my account with R 1021.43 instead of R 818,74 which was invoiced to me on my invoice and statement received on 13 November 2016. On the same day, my account was debited with R59.00 for 250MB of data which I had purchased on 27th November 2016 which I never received, luckily on this one, I phoned my bank (FNB) to reverse it, which they did on the same day.</p> <p>The gentleman who assisted me on the 30th November 2016 (after being on hold for close to an hour) came back and informed me that based on the code showing on his side, the reason why I was charged R1021,43 instead of R 818,74, I was charged R 202.00 which was for 2 Gigs of data bundles that I had purchased. I queried that and informed him that I did not buy 2 Gigs of data and the only time I bought 2 Gigs of data was in April 2016. I went to the Vodacom website to view my purchase history and it did not show/reflect that I bought 2 Gigs of data in the mentioned month (which was October 2016) but somehow got charged for it. The gentleman advised that a call will be logged with Back office AGAIN and never received feedback on it, the only correspondence was an sms that came through on 30th November 2016 at 16h30 from someone known as Sivuyile Kofi (Vodacom Customer Care), that was it. On 1st December 2016, I phoned Vodacom again to follow up and the lady who assisted me, said that there was nothing done on the call and she was going to send it back to the Back Office and she was very unhelpful and arrogant and I was only going to get the refund in 14 working days after Vodacom has done their investigation and I queried that, why 14 working days as I just logged into my Vodacom account on their website, it does not show that I bought 2 Gigs of data and it should not take them that long, the answer was thats how it works..</p> <p><br />On 7th December 2016 phoned Vodacom AGAIN to follow up and I was told nothing has been done on the call, therefore they will send an email to the Back Office AGAIN, and nothing was done and no correspondence whatsoever from Vodacom.<br />Up until now, no one can tell me why my account was debited with an extra R 202.00, all I have been getting from Vodacom Customer centre is the run around and that the issue is being looked after by the Back Office.</p> <p>On 12th November 2016 in the morning, I phoned Vodacom Customer Care to follow up on the deduction on my account of R1021.43, I spent an 1 hour on the call with the lady who was assisting me going back and forth. According to her the only call that she picked up was for the 250MB of data that I bought on 29th November and charged to my account and that it was credited. I informed her that it was not done as it is still reflecting on my account. Also she advised that the 2 Gigs one does not appear and there is no call logged for that, and I needed to log another call which was logged yesterday 12/12/2016 with reference number S3-GE422-2UI1T. this is after waiting for almost 2 weeks to get this resolved and I get told a call was not logged.</p> <p><br />On the same day 12/12/2016 at around 14h56 went to My Vodacom App and bought 1 Gig of data bundles, and received an email confirmation with order number: E ********** showing that I bought 1 Gig of data worth R149.00 but did not receive the data however the R149.00 was charged onto my Vodacom account. I phoned Vodacom at 18h00 to find out why I did not receive the data but charged for it. I was told by Vodacom Customer Care agent that I needed to log a call and I will get a response in 48 hours. I phoned this morning, 13/12/2016 to follow up on the call logged S3-GE422-2UI1T and the 1 Gig, I bought yesterday 12/12/2106 but no received. The lady confirmed that it does not show anywhere in their system that I was charged or bought 2 Gigs of data and my response was, that is exactly what I was talking about, that I did not buy 2 Gigs of data but I was charged for it and an amount of R 202.00 was debited from account including my monthly installment.</p> <p><br />This is unacceptable from a BIG company like Vodacom to provide customers with such **** service and their Call centre agents are very unhelpful, arrogant, rude and they do not have a clue on how to resolve issues. Secondly, it boggles my mind that a company like Vodacom cannot have a system that complaints can be directed to. You ask the agent to put you through to a Manager or Supervisor or someone with authority to resolve the issue, you get transferred to another agent who has no clue what they are doing. The only response is, we will need to log a call with Back Office, right now I am doubting if there is a Back office as none of the issues I have raised with Vodacom have been resolved by that so-called Back Office. If that Back Office does exist, I guess they have no clue what they are doing. Vodacom has taken almost R 410.00 from me but did not receive what they say I bought and they do not have the decency to take responsibility. R410 might be nothing to Vodacom but it is a lot of money to me.</p> <p><br /> Kindest Regards</p> <p>Mandla Mlalazi<br /> ********** 434</p>