Executive Liason officer's e-mail exchange - Read it for yourself 0% service

>> > > >> Sent: Saturday, 17 March 2018 2:54 PM >> > > >> To: CEO >> > > >> Subject: Reference: >> > > >> Dear CEO team, >> > > >> >> > > >> I have been a contract holder with Vodacom since 1999, and have >> had a >> > > >> good relationship, over almost 20 years. Since late 2017, and early >> > this >> > > >> year - I have become rather disappointed, up to the point where I >> went >> > > to >> > > >> the Vodashop store today and demanded I get an e-mail address of >> > someone >> > > >> who could possibly help resolve my issue. >> > > >> >> > > >> During the earlier months of 2017, South Africa's economy shrunk >> > > >> significantly, our online jewelery company, House of Kallie also >> felt >> > > the >> > > >> effects of reduced turnover and having to make ends meet. >> > > >> I was unable to make payment of my account and my services were >> > > >> significantly reduced by Vodacom, as is to be expected. >> > > >> >> > > >> I have since made payment of the outstanding R19555.77, in two >> > payments >> > > - >> > > >> one of R5100 on 24Jan 2018, the other R14 465.77 on the 15th of >> March. >> > > >> >> > > >> I was assured by staff on the 082 111, ********** , ********** that all >> > will >> > > >> be in order within 24 hours once the amount was paid, >> > > >> -I would get caller identification back, after intial R5100 payment >> > > >> -I would get the unused minutes and data on my contracts back >> > > >> -I would be able to cancel unneeded contracts >> > > >> >> > > >> Alas, my phone is not even registered on the network anymore, >> people >> > can >> > > >> absolutely not reach me on my phone, and neither can I reach them. >> > > >> >> > > >> This leaves me in a predicament, since I deal with overseas >> clients on >> > > an >> > > >> almost daily basis, and if I am not close to a wireless network I >> am >> > > unable >> > > >> to service their needs. >> > > >> >> > > >> A further issue is the statement, see attachment 1, sent to me by >> > > Vodacom: >> > > >> >> > > >> -Since initial non payment I have not been able to access any >> contract >> > > >> subscription conveniences, such as caller identification, >> > > >> -Vodacom, however conveniently decided that even though I have >> > complete >> > > >> access denial to my device(s) that they would renew all my >> > subscriptions >> > > >> and charge me the full amount, payable within 21 days. Balance of >> > > >> subscriptions: R 36,278.8 >> > > >> -Upon phoning ********** , the person on the other end of the line >> assures >> > > me >> > > >> I am not liable - it is to say the least, very confusing. >> > > >> >> > > >> It is currently 78 hours after I paid and settled the entire >> amount I >> > > was >> > > >> liable for, I would preferred to have had my phone, my partners' >> > phones, >> > > >> staff phones, access to My Vodacom online back 54hours ago. >> > > >> >> > > >> Please would it be possible to address and resolve within the >> shortest >> > > >> possible time frame. >> > > >> I am sure I don?t need to express my frustration with respect to >> the >> > > >> service I have received and the inconvenience and cost I have >> > incurred. >> > > >> >> > > >> Sincerely >> > > >> Nicholas Mössmer >> > > >> From: ********** >> > > >> Sent: Mon Mar 19 09:12:24 GMT+0 ********** >> > > >> To: nic.mossmer@ >> > > >> Subject: FW: EC-1J8F-1EX35S FW: Reference: >> > > >> >> > > >> Dear Customer, >> > > >> >> > > >> Thank you for sending your correspondence through to the CEO >> Office. >> > > >> Your service request number is: EC-1J8F-1EX35S >> > > >> >> > > >> Your request is being attended to by Sheryl Moodley who will be in >> > > >> contact with you within 24 working hours. >> > > >> Feedback will be provided regularly, ensuring that you receive >> > progress >> > > >> updates on the resolution of your request. >> > > >> >> > > >> In the event that you would like to follow-up on your request, >> please >> > > >> reply to this e-mail with the service request number in the subject >> > > line. >> > > >> >> > > >> Kind regards, >> > > >> >> > > >> Executive Client Liaison Office >> > > >> Address: Vodacom Commercial Park, 2nd Floor >> > > >> 082 Vodacom Boulevard, Midrand 1685 >> > > >> www.vodacom.co.za On 20 March 2018 at 15:48, ********** wrote: >> > > > >> > > >> Dear Nicholas Mössmer >> > > >> >> > > >> We hope that this email finds you well. >> > > >> >> > > >> With reference to the below we confirm as follows >> > > >> >> > > >> All lines were reactivated 16 March 2018. >> > > >> Caller line identity is activate on all lines >> > > >> Invoices were not raised and billed for the disconnect period hence >> > > >> minutes and data bundle will not be allocated. >> > > >> You may now proceed sim swop, upgrades etc >> > > >> >> > > >> Kindly confirm if you are now able to make and receive calls? >> > > >> >> > > >> Kind regards, >> > > >> Sheryl Moodley >> > > >> Executive Client Liaison Office >> > > >> Address: Vodacom Commercial Park, 2nd Floor >> > > >> 082 Vodacom Boulevard, Midrand 1685 On 20 March 2018 at 16:12, Nicholas Mössmer wrote: >> > > >> > > > Dear Nicholas Mössmer, Me:Dear Sheryl >> > > > >> > > > We hope that this email finds you well. >> > > > >> > > > With reference to the below we confirm as follows >> > > > >> > > > All lines were reactivated 16 March 2018. Me: My line is still not >> active, >> > > > neither any of my partners or employees >> > > > Caller line identity is activate on all lines. Me:That works on >> > ********** 172, >> > > > but not on any of the other cellphone. A RED contract. >> > > > Invoices were not raised and billed for the disconnect period hence >> > > > minutes and data bundle will not be allocated. Me: That is not exactly >> > what I >> > > > have been told, I would like to see the paperwork and recordings >> made >> > > since >> > > > this debacle started to confirm: if that can be provided once my >> > > cellphone >> > > > is active, I would greatly appreciate that. >> > > > You may now proceed sim swop, upgrades etc Me: Thank you kindly >> > > > >> > > > Kindly confirm if you are now able to make and receive calls? Me: No I >> am >> > > > not, my phone says "not registered on the network" - please give me >> a >> > > call >> > > > on ********** 587 to confirm, as a number of my clients thus far are >> told >> > > that >> > > > my number does not exist. >> > > > >> > > > Kind regards, >> > > > Sheryl Moodley >> > > > Thank you Sheryl, >> > > > the same to you >> > > > Nicholas Dear Sheryl >> > > >> > > My account has been fully settled on the 15th of March, I was promised >> > by a >> > > great number of people working at Vodacom that all would be working >> after >> > > 24 hours. We are now looking at a week of client dissatisfaction. >> > > >> > > Not replying to my comments brings me to the conclusion that 48 hours >> > later >> > > you have absolutely no wish to address my issue, if you could, as a >> > matter >> > > of urgency phone me tomorrow on 082 ********7 to discuss this, should >> the >> > > number not be in operation you can call me on my Telkom prepaid, >> > > 065******5. >> > > >> > > I am also looking forward to the financial report and recordings, but >> > > paramount is having a connected device. >> > > >> > > Regards >> > > Nicholas > On Fri, 23 Mar 2018, 14:48 ********** wrote: >> > >> > > Dear Nicholas Mössmer, >> > > >> > > We hope that this email finds you well >> > > >> > > Kindly be advised that my attempts to contact you has been >> unsucessful, >> > > please advise on your availablity. >> > > >> > > Once again we have completed a sync on all lines. Please switch all >> line >> > > off and on and try. >> > > We confirm that CLIP is activate on all lines. >> > > >> > > Regarding the call recording you are requesting, kindly provide us >> with >> > > the following date, month and number you were contacted on, kindly >> advise >> > > what exactly was confirmed on the call recording in order to trace the >> > > correct one. >> > > >> > > Kind regards, >> > > Sheryl Moodley >> > > Executive Client Liaison Office Dear Sheryl Moodley >> > >> > Would it not be able for you, in your capacity, to have my phone >> > reconnected. As I am now repeating this for the 3rd time. My phone is >> not >> > registered on the network. I am sure the applicable department just has >> to >> > reconnect/register/enable my number. Such as would have to be done if a >> > phone has been reported lost or ******, and then found again. Simple >> > procedure. >> > The other phones are working, today only, but alas at least they are - >> so >> > we are making progress. >> > I have gone into my device menus abd tried to register the phone, I have >> > also removed the sim several times. >> > The fault lies squarely with Vodacom, where it will remain until you >> resolve >> > it. >> > >> > Many thanks >> > Nicholas

Dear Nicholas Mössmer, >> > >> > We hope that this email finds you well. >> > >> > Kindly be advised that the 3 numbers in dispute are now activate. >> > >> > Please switch off and on and try and let me know if all in order. >> > >> > >> > Kind regards, >> > Sheryl Moodley Dear Sheryl Moodley >> >> 1. I still have no access to my Vodacom and am unable to login, or >> register >> anew, since my ID is apparently already part of another profile. >> 2. I again went in to the Vodashop, Blue Route Tokai - to try to upgrade >> and change the type of contracts still attached to the numbers on my name, >> ie.072*******, 082*******7, 074*********, but I can not, since Vodacom >> apparently states that my account is in arrears by R1164.00, upon >> requesting an invoice, it shows an amount of R2666.27, (see attached) due >> by end of April. And upon closer inspection, only R528.57, is attributable >> to March. Yet the person in the shop was saying that there is an amount of >> R4800 reflecting. I am perpelexed, connected for 7 days and still unable >> to >> figure out what and where and how Vodacom wants from me. >> 3. Your invoicing system only produces invoices around the 10/11th of >> every >> month, which for obvious reasons is not yet in my inbox, so how can I be >> expected to pay an amount which I have no way of verifying. >> 4. I have approached the Ombudsman, hoping that additional pressure might >> convince you to get your act in order. >> >> I am finding myself in the unfortunate situation where I just can not >> trust >> Vodacom to deliver, or any representative to give me a coherent, sensible >> answer that doesn't border on an outright lie. The time and productivity >> wasted on my side so far is enormous. >> >> If you can not find a solution and a paper trail and provide rational >> reasons why my numbers were erased in Stellenbosch Vodashop and why my >> profile isn't active on My Vodacom, I implore you to hand this to someone >> more senior that is able to fully resolve this. >> >> Very dissatisfied >> Nicholas Mossmer On 6 April 2018 at 15:09, ********** wrote: > >> Dear Nicholas Mossmer >> >> We hope that this email finds you well. >> >> A request has been sent to our APP team to deregister your profile in >> order for you to re-register on My Vodacom app. >> >> We have sent you an updated statement, please note that the R1164.16 >> currently in arrears was for invoices raised for 6 numbers in March payable >> end of March 2018. >> Invoice due end of April 2018 has also been forwarded to you with break >> down. >> >> Kind regards, >> Sheryl Moodley On 6 April 2018 at 16:20, Nicholas Mössmer wrote:

> Good day Sheryl > > My mail to Danielle Nobles at the RED department: (11 days ago), note the > last 3 words. I don't want those contracts, I have never been in a position > to cancel them due to your arrears policy, and I could also not even get a > sim/phone/upgrade/use for any of them. Please, just keep the numbers as > requested. Cancel the rest and re- invoice. Surely it is the best interest > of Vodacom and me to just turn the page over and carry on. Also, how come > only those 3 numbers reflect on the Tax Invoice, yet on the account > statement they conveniently pop up again. > > I thought you had been in contact with Danielle Nobles seeing as I > provided her e-mail to you. > > Please, I implore you - this is just a ridiculous chain of events, I > didn't even ask for insurance, which has just automatically again been re > issued. > > Everything I ask doesn't get done, and everything I don't ask for gets > reactivated , insured and charged. > > Where is this going to stop??? > > Regards > Nicholas > Nicholas Mössmer > 26 Mar (11 days ago) > to danielle > Good day Danielle > > Is there any progress to be had? I would also like you to look into a new > deal request sent to me by Vodacom, since they can't contact me on my > number, therefore leaving me and my business partner stranded in terms of > our device upgrades. Will forward just after this e-mail. > > Ideally we would look at 2 Red More Data contracts for the 082******7 and > 072 ******* numbers and revive the 074 ********* number on it's current > Smart M plan and cancel the rest. > > Kind regards > Nicholas Sent: Mon Apr 9 07:43:27 GMT+0 ********** To: ********** Subject: Re: EC-1J8F-1EX35S

Good day Sheryl Moodley

I hope this e-mail finds you well.

Please can we aim at *resolving *this issue today. this is all I have been asking since the very beginning.

- How do you explain the difference of contracts on the tax invoice vs the account statement? -How do you explain the fact that Vodacom just automatically takes an arrears account, and issues new contracts without the option to cancel, and then insures non existing phones -I still haven't been given an explanation for the disappearance of my phone from the network

FYI - your request to the APP team to deregister my profile has not yet been executed.

I find it quite hard to carry on doing this, I must admit, I don't feel like I'm being treated like a client of 19 years! I feel like I am the problem. I think the thing to remember here is that I am the client, and that I have without fail paid my account with Vodacom for 18 years and 9 months, and then didn't pay it for 3 months. So on the whole you have made quite a bit of money from me. I really do expect service, since there is absolutely no excuse, I have paid my arrears, I have suffered my "not registered on the network" drama.

If you can't help me, please hand me directly to someone who can.

I expect service!!!!!!!!!!!!!!!!!!!!!! Is that clear????

Nicholas Dear Nicholas Mossmer

We hope that this email finds you well.

With reference to the below we confirm as follows

All lines were deleted due to non- payment, payment was received and all lines were reactivated as per your request. Amount in arrears had to be settled in order to reactivate.

Only 3 of the 6 lines were reactivated which has been rectified. All numbers now active. Invoices were raised for lines reactivated pro-rata and current which is correct. Three invoices were raised late due to the delay in activation. Invoices raised on each number individually is for the previous month and your statement will include all numbers including outstanding payments.

We have logged the Profile problem with the online and will revert once resolved.

Kind regards Sheryl Moodleu