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From: Kritzinger, Wehann Sent: Friday, July 13, 2018 11:05 AM To: ********** ********** ********** ********** ********** ********** Subject: ID number ********** 046083 account number I **********

Good day Icasa , Ombudsman and Vodacom

Trust you are well

My name is Wehann Kritzinger ********** 046083.

I have 2 contracts that I have recently upgraded.

********** 124 and ********** 604 on the bill for July and new bill for August I get billed twice for handsets installments accumulating to over a R1000 on each contract.

Firstly this is ********* , my original contacts handset installment needs to run out first before the new upgrade handset installment get implemented .

Meaning if I can upgrade on 21 months that means there are 3 months still left of this contract and needs to run till the 24 months mark before the new Upgrade handset installment is charged.

So if I can explain you own process to you

• 24 month contract signed • 21 months past I did an upgrade that wasallowed me to do. • 3 months remaining on original contract • This now gives us 27 months remaining o 3 months on old o 24 months on new

YOU CAN NOT CHARGE ME 2 HANDSE INSTALLMENTS as this is not in my contract , the worst part is when I called you , I was told this is how VODACOM work , NEVER EVER in dealing with VODACOM has this happened , why now??????

When I called you I spoke to a very rude lady called Tatun , she gave me no change to speak and all she did was argue , then when I requested to speak to the supervisor he had no interest of even listening to me at all , his name was Yanga.

I asked to speak to his manager I was told I cannot as she does not deal with us consumers and her name is apparently Mrs. September ?? and that they are outsourced to Vodacom as a call center , clearly they are not trained to deal with client and have any IDEA how your contract work and was told that I can do what I want cause I am not listening to them?

I SPEND OVER R40000 with Vodacom a year and this is the treatment/service I get?

So now I must accept the fact that Vodacom will charge me double handset fees for the next 3 months and then another full 24 months on the UPGRADE , this is **************** .

I WILL STOP MY DEBITS AT MY BANK UNTIL THIS ISSUE IS RESOLVED!

Regards

Wehann Kritzinger