Data ***** - Consumer Rights

<p>I hold four contracts with Vodacom, one of which, namely my 2+2Gig data contract ********** with Vodacom, has been inactive for some 18 to 24 months due to poor performance and reception. I wished to cancel this contract with Vodacom. Looking up my number on their website on 24th April 2017 before going to the Vodastore, I discovered a bill of R ********** .07. I phoned the 111 number immediately and was told that I should wait until 3rd May when accounts roll over and then phone again. When I pointed out that a number 082 ********** had been added to my account, the call centre agent told me not to worry about it as it was probably a mistake. I took a screen shot just in case.</p> <p>By that afternoon the bill was R109 696.95 and by the following morning it had risen to R109717.88. I knew I hadn't been using Vodacom data (I have a Telkom Uncapped ADSL line) so I phoned 111 again and this time found an agent who really cared. My notes record the following:</p> <p>25th April 2017: 16h21 - Spoke to Ofentse at 082 111 regarding huge bill on ********** . She referred me to Zikelele in Solutions Department. Case reference number 1-23- ********** 32878. Zikelele has frozen the account and sim card, and has opened a service request to investigate possible ********** use. This will take between 1 and 16 days.</p> <p>On 11th May 2017, I received an unsigned, e-mailed report on the data usage (by now a wopping R108 833.77 inc VAT for 112.04 Gigs) and an unsigned "letter of offer" from a no-reply mailbox and the assurance that Vodacom would be in contact on that same day to discuss the matter. No contact was made. I had no idea where to go next.</p> <p>On 17th May 2017 I again phoned 111. Agent Radidja (somewhat impatiently) put me through to Solutions Department, where between 14h58 and 15h19 Lulamile investigated and told that I had used data worth R110 259.85 but – as a gracious once-off gensture! – would be charged only R16 012.23. This for data I had not used and at an exhorbitant rate at that! </p> <p>Then I tried telephonically to book an appointment at the Midrand Head Office with someone in the ***** Department. Finally I was referred to a man who identified himself as John, but would give me no further information about himself. He looked up my account and asked about the number 082 ********** , which I said was not one of my numbers. He then told me to send an affidavit and a certified copy of my I.D. to ********** and the matter would be dealt with within 7 to 10 days. Meanwhile they will shortly deduct a sum of R16 012.23 from my account by debit order and I cannot get to speak to or make an appointment with anyone to whom I can speak, present my documents and plead my case. </p> <p>I will follow the procedure John advised, but I warn all consumers:</p> <p>1. Vodacom will sell you a 2+2Gig product, offer and acknolwedge the appalling reception and service for two years, but refuse to cancel your contract until it has expired and then allow a ********** out-of-bundle usage of 112.04 Gigs on a 2Gig contract without alerting you to this highly unusual occurance - no e-mail, no sms to warn one of possible *****. If Telkom and all the banks can do this, surely Vodacom could too.</p> <p>2. Vodacom cannot protect your sims or your accounts from *****, but asks you to trust them with your I.D. document. Between 24-04-2017 and now my data bill has risen in steady increments from R109 696.95 to R110259.85, this after a case ***** had been reported and puportedly investigated. In addition, a number 082 ********** , completely unknown to me, has been added to my account.</p> <p>3. Vodacom's call centre agents try to help, but have no decision-making powers and limited information.</p> <p>4. Vodacom employees with any authority avoid any kind of personal contact with its consumers or responsibility to them by remaining anonymous.</p> <p>5. Vodacom does not adhere to the consumer rights protection principles. As a consumer, I have the right to fair and honest dealing, to accountability by suppliers and to fair value, good quality and <strong>safety</strong>. None of these rights have been acknowledged by Vodacom.</p> <p>In case you think all service providers are the same, let me assure you that Telkom has given me exemplary service at a fair price and with regular e-mail updates on my data usage.</p>