Double debt order amounts and lack of service

Good Day

Recently Vodacom fibre bought our current fibre supplier out, taking over the infrastructure and clients within our complex. From the start the project was a mess and was handled very unprofessionally. My biggest problem started when the billing started.

We received a letter, on a letterhead, that because of the poor service we received from the handover, Vodacom will keep charging us the same as the previous provided up until 31 March 2018, meaning I would pay R399 until the end of March. I have been charged double for 4 months running and I still do not have any proper confirmation that this will not happen as well as I have not received my money back. 4 Months for Vodacom to ignore my queries and attempts to fix this issue and get my money back.

There is absolutely no sense of urgency in sorting this out. I am forced to call the customer care line every time and wait up to 20 mins sometimes to speak to someone that still can't help me. I was told by many people they would call me back and still nothing. I have spoken to so many people from the customer care line that I can't even keep up with getting all their names. It took 2 hours on a Saturday morning trying to understand why my debit order was so high. I demanded a manager calls me to sort this out immediately recently and I am yet to speak to anyone that can sign off the money owing to me.

The fact that Vodacom has taken money that is not contractually binding is ******* and bad business practice. The fact that it is still not sorted out and I have still haven't been compensated is even more pathetic and definitely not 'the best network' in South Africa with service like this.

This type of non-existent service should never be dignified with a payment of any sorts. I should be charging Vodacom for my time they are wasting due to their incompetence that I have to keep phoning and following up.

In my last email, I specifically asked for regular and satisfactory feedback, I'm still waiting for feedack from Tuesday. I also said I wanted my money back by today and still no feedback as to what is happening with my account.

On the letter we received from Strini Michael (Acting Managing Executive), and I quote 'We regret that you have been provided with bad service and a poor customer experience - it is the exact opposite of what we pride ourselves on. We value our customers and understand how important it it to offer exceptional service." This just proves to be a lie and the double standards that the customer gets between management and call centre.

Its not just getting my money back anymore, Vodacom needs to present me with an offer on how they will fix this, what they are prepared to do to make me happy again, and to ensure that this type of ill-practice does not happen again.

I expect not to wait again for a response as my time is more valuable than Vodacom's inefficiencies.