Extraordinary high data roaming charges

My average monthly data roaming charges for the first nine months of 2017 was R632.33 with the highest bill of R1309.65. October and November R 14105.64 and R 8224.55 respectively. Is it only me who thinks there is something wrong? I stopped the December debit order and asked for itemised bills for October and November. I was told it cannot be provided as my account is overdue and now it seems my number has been de-activated even though the last feedback I received via e-mail is that "the issue is still at hand in the back office". I am currently in Cote d'Ivoire and can only reach Vodacom via e-mail as the +27 number they provide on the web site does not work and Vodacom refuses to provide me with contact details of somebody who can assist. Three "call me back", no response. Request for contact details of senior person, no response. See below the sad story of trying to get to speak to a human being at Vodacom regarding Vodacom refusal to provide the itemised bills.

From: ********** ********** Sent: 30 January 2018 12:04 PM To: ********** Subject: Re: Fw: 1- ********** ********** ***~553J Dear Andre Kindly be advised that your service request is still in hand with our Back Office. Feedback will be provided as soon as it becomes available.

Regards, Elna

On 2018/01/30 11:54 AM, Andre von Solms, wrote: Hi

Four days have come and gone and no response from the Back Office team. All I receive are automated calls prompting for payment, which I notice YOU charge me for voice roaming when I answer.

When will this be resolved?

Regards Andre

From: Andre von Solms ********** Sent: 26 January 2018 12:43 PM To: ********** Subject: Re: 1- ********** ********** ***~553J Thanks for the feedback. I cannot phone from Cote d'Ivoire. You +27 number does not work.

Regards Andre

From: ********** ********** Sent: 26 January 2018 10:54 AM To: ********** Subject: Re: 1- ********** ********** ***~553J Dear Andre We acknowledge receipt of your email. Please accept our sincere apology for the inconvenience caused. Your query is still in hand with our Back Office team whom will provide feedback once the matter has been resolved. With regards to your account and the payment automated calls you are receiving kindly contact our accounts department to speak to a consultant and raise your concerns. You may call Subscriber Collections on ********** (free from a Vodacom sim). Monday and Friday 08h00 - 17h00 Saturday 08h00 - 13h00 Sunday 09h00 - 13h00 Public Holiday Closed They are best equipped to further assist.

Regards, Tanya Phillips

On 2018/01/26 10:26 AM, Andre von Solms, wrote: I have received 10 automated calls from Vodacom since yesterday prompting for payment, but I have not spoken to a human being yet. I must say I am impressed with the tenacity of the person who presses the button for the automated calls or is that process also automated?

Regards Andre

---------------------- From: ********** ********** Sent: 24 January 2018 05:59 PM To: ********** Subject: 1- ********** ********** ***~553J Dear André We acknowledge the receipt of your email. The itemised billing is an additional charge that will be added to the account. Due to your account being in arrears it has been blocked from incurring further charges. I have forwarded the matter to our Contract Admin division for assistance and you should be contacted within 24-72 working hours. Regards, Kabelo Mogorosi

On 2018/01/24 05:20 PM, Andre von Solms, wrote: So yesterday I received a phone call and the lady tells me that the itemised bills as requested will be sent to me within 24 hours. Now I receive a SMS that "Due to the Status of your Account Itemized Bill can't be sent until the out standing amount is settled"

Please be aware that the status of my account is due to the fact that I have been billed extraordinary high amounts for data roaming for two consecutive months. Do you expect me to just keep on paying without knowing what is going on? You want me to pay R10,600 for an itemized bill? It's not going to happen.

Please provide me with contact details of a senior person who I can get in contact with. Bear in mind I am overseas and your numbers do not work from here, not even the +27 one. I therefore need a +11 number or an e-mail address.

Regards Andre

From: Andre von Solms ********** Sent: 23 January 2018 09:53 AM To: ********** Cc: ********** Subject: Re: Vodacom Customer Care Reply - Authentication Response ***~YZM8 Letter attached as requested

Regards Andre

From: ********** ********** Sent: 23 January 2018 07:16 AM To: ********** Subject: Re: Vodacom Customer Care Reply - Authentication Response ***~YZM8 Dear Andre Thank you for your email. Please provide us with an international contact number. Please be advised that some authentication details are incorrect. Please forward us your package plan and your Vodacom account number. Please be advised that you can obtain the itemised billing on www.vodacom.co.za. For us to email the itemised billing we require a signed letter with a copy of your ID. On the letter the following needs to reflect: -Letter must have a current date -If applicable: alternate fax number or email address -Applicable cell phone number -Vodacom Account number -Name of Account Holder -Date range of requested itemised bill -Letter must be signed by the account holder If Itemised billing is not active on the account you will be charge R14,00 per request. Regards, Charne Petersen

From: Andre von Solms To: ********** Sent: Monday 22 January 2018 12:45:13 PM Subject: Overdue account - ********** 849

Please provide me with itemized bills for my November and December bills which were extraordinary high. Your phone number for dialing from abroad is not working. Call me back on the web site does not respond. Regards Andre