1 reviews | Active since Jul 2016
DEBITING MY ACCOUNT WITHOUT PERMISSION
<p>My husband has been in and out of hospital so the last couple of months we struggled to make ends meet. We were behind with a month's payment. Vodacom phoned close to 14Jun'16 and my husband said that we would pay the arrears 25 Jun'16. So we made a cash deposit and phoned them to activate our lines. I phoned , the first time I was told they cannot assist me and would transfer me to the collections department and eventually after nearly 20 minutes my call was answered and I asked if I was at the collections deparment and I was told no, they will transfer me. After half an hour my call was still not answered. While I was busy holding, my husband phoned the customer care from his phone, after a short while, his call was answered and the lady from the customer care was able to assist us in connecting the lines. Why could the prevouis 2 not assist? Probably to lazy. Then on the evening of the 1st of July, my husband got a notification from the bank that Vodacom debited 2 amounts, over R900. Why? I don't know. We went to the bank the following morning and reversed one of the debit orders with a hefty fee involved and was told by the consultant that Vodacom tried to debit my husbands account 4 times! All amounts over R900! Obviously my husband had insufficient funds, because we didn't budget for those amounts. Who gave them permission to do this? Thats not all, because of then just taking money as they please, our life insurance policies debit orders bounced because of insufficient funds. We dont have money to pay them now because of Vodacom! All Vodacom says is, sorry, that is the way they work when collecting arrears. I wasn't in arrears as I payed them a week before! The lady even told me that there is a balance oustanding since December 2015? And tried to explain to me what arrears and current is, where she doesnt have a clue! Now my question is, who is going to pay for my life insurance policies and who is going to pay my hefty banking fees charged because of the debit orders that bounced? Its sickening!</p>
Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Dear Mrs Serfontein,
The amount due at the end of June was R 2,786.95 incl VAT.
Please note there is no record of a payment arrangement on the Account.
We can also not issue a refund as the funds are due on your Vodacom Account. You can contact Accounts on ********** .
Regards,
Cassandra
This was the reply I got from Vodacom! Please note that this matter has still not been resolved. I rep**** to Cassandra's email:
Dear Cassandra,
It seems to me that you are not taking the time to read my email properly.
Let me try to explain to you in plain English.
One of your consultants phoned my husband on 14 June'16 to find out how we are going to pay the arrear amount. My husband then told her that we will make a cash deposit of R1 353.47 on 25 Jun'16, which we then did.
It is not my problem that your consultant did not make a note on your system. According to us, the arrangement was made and we stuck to the arrangement.
Could you not pick up a CASH deposit on your system before you loaded 4 debit orders? This tells me that the person allocating payments did not allocate the payment on time. Another person not doing their job. Now it becomes my problem? So now we sit with one that doesn't read emails properly, consultants that are incapable of assisting customers and people in your accounts department not allocating payments on time. Seems to me like a circus!
And I am not asking for a refund! I am asking you to pay my outstanding instalments on my life insurance policies which came back unpaid due to insufficient funds because you debited our account four times without informing us and without permission. As far as I know, its against the law to load any debit orders on a consumer's account without their consent. At that time, my account was up to date! So it wasn't necessary.
Now, before you reply to this email, make sure that you read it thoroughly and understand it.
Regards,
Jaclyn Serfontein
To this date, I got no reply. In her first email she sent me, she appologised and said that there will be internal diciplinary proceedings. So this tells me that they admit they were wrong. But their internal diciplinary proceedings is not helping me at all.
Dear Mrs Serfontein,
The amount due at the end of June was R 2,786.95 incl VAT.
Please note there is no record of a payment arrangement on the Account.
We can also not issue a refund as the funds are due on your Vodacom Account. You can contact Accounts on ********** .
Regards,
Cassandra
This was the reply I got from Vodacom! Please note that this matter has still not been resolved. I rep**** to Cassandra's email:
Dear Cassandra,
It seems to me that you are not taking the time to read my email properly.
Let me try to explain to you in plain English.
One of your consultants phoned my husband on 14 June'16 to find out how we are going to pay the arrear amount. My husband then told her that we will make a cash deposit of R1 353.47 on 25 Jun'16, which we then did.
It is not my problem that your consultant did not make a note on your system. According to us, the arrangement was made and we stuck to the arrangement.
Could you not pick up a CASH deposit on your system before you loaded 4 debit orders? This tells me that the person allocating payments did not allocate the payment on time. Another person not doing their job. Now it becomes my problem? So now we sit with one that doesn't read emails properly, consultants that are incapable of assisting customers and people in your accounts department not allocating payments on time. Seems to me like a circus!
And I am not asking for a refund! I am asking you to pay my outstanding instalments on my life insurance policies which came back unpaid due to insufficient funds because you debited our account four times without informing us and without permission. As far as I know, its against the law to load any debit orders on a consumer's account without their consent. At that time, my account was up to date! So it wasn't necessary.
Now, before you reply to this email, make sure that you read it thoroughly and understand it.
Regards,
Jaclyn Serfontein
To this date, I got no reply. In her first email she sent me, she appologised and said that there will be internal diciplinary proceedings. So this tells me that they admit they were wrong. But their internal diciplinary proceedings is not helping me at all.