1 reviews | Active since Jul 2016
False Promises/Lying/Misleading Me/Bad Service/Over Charging
<p>Firstly I have been a long time Customer of Vodacom. I have 2 Contracts with them and I've Always referred friends and family, However after my last couple of experiences with Vodacom I am so put off and disgusted in their false Promises, Lying to me and misleading me. I am now at a point of writing to News papers/ Media and even getting the law involved. WHO ever I have to contact I will.</p> <p> </p> <p> </p> <p>My bad experience started in April 2016. When I called Vodacom regarding a seperate issue and I Queried my 2nd Contract- a tablet that I use for business etc.to my dismay and complete shock i was told I had a DATA bill of R46 000 rand- This should immediately raise suspicion with Vodacom or at the very least they should Notify me that my data had run out as they normally do -Which never happen, Vodacom's excuse was OUT OF DATA RATES- and that their system that notifies you only updates every 12 hours, Yet they Quick to notify you when you not spending or paying one of the bills. Let me tell you that the moment I get a SMS notifiying me that my data has run out I immediately top up and make sure I stay clear of Vodacom ' s Ludacris Out of bundle rates. (Highest rates out of all the Cellular Networks in the world I might ad). I would never knowingly or willingly run up such a bill. No one in there right mind would. Vodacom said I used around 4.6 gig's OUT OF BUNDLE =4600 megs which Vodacom Generally charges a special at around 300 rand for 5 gig's data. .. How do you justify 46k on a product selling for 300??never the less I placed a Dispute with Back office and a representative called me and informed me that Vodacom will Squash the amount to around R3000...and credit the 43k ... I'm confused at this point because if you willing to Squash 43k why not Squash the full amount, If Vodacom is in the right then why Squash it at all? I felt that I had been taken advantage of and mislead by Vodacom, I mean If you dropping any amounts it means you accept the fault and responsibilities?yet they still try and make a quick buck ... seems they setting there own standards, Laws and procedures per Client - FYI I have now desputed this a second time and I await Vodacom's investigations. Ref:SG-G026O-OXTW on the 6th July 2016.</p> <p> </p> <p> </p> <p>Anyways my Cellphone bill is normally around 1500 - 2500 that I get debited monthly off of my Bank acc. that includes my tablet and Mobile, both lines and data etc. ...The next 3 months Vodacom decided to debit me 4k+ then 6.5k+ July was 13k+ which I reversed these amounts and made online payments celculated by my average usual amounts ... only to find out that Vodacom actually Only Credited 39k Inc vat of the 43k they first promised..Anyways today I was on the phone with a subscriber from the subscriber department as I was calling to unlock my phone which after paying Vodacom on the 4th of July via EFT they decided to suspended my line today the 6th of July and soft locked it too. I spent in total 181 min 91 seconds on the phone with Vodacom concluded out of 12 telephone calls to them... I spoke too 4 Subscribers 1 supervisor 2 accounts agents and the rest where normal call agents. Each time having to verify myself and explain my story only to be told im in arrears i must pay-Here is where things got ugly-on my 3rd Call to Vodacom I was put through to a Sunscriber by the name of Christopher from the subscriber department -whom I was put through by an agent to speak too, as I was told Subscribers department can lift suspensions and soft locks. Christopher went through my Account and agreed I'm a good client etc. Then continued to try and justify that the suspended line is due to arrears showing unpaid... I explained the situation that I was told one amount(43k) and another was passed and this has caused wrong billing amounts etc. He then went back in my accounts from 2015 and told me that in May of 2015 is when the issue started as there was a bill of X amount and I paid a smaller amount and he then said that there where I few months in 2015 of short payments which Vodacom added to my current bills of this year.. I'm not a lawyer but I do know that you cannot hold someone liable for old debt especially after 1 year and why was I not suspended then or informed then. Why tell me my lines suspended now due to apparent short payments over a year ago... This is where the lies really started- he then celculated what I had paid over the last couple months this year and minused that from an arrears amount which he said was around 6.3k after taking off what I paid which came to a total of R2297 . 47, he then told me over the line which is recorded for quality purposes - that if I pay R2297. 47 that I would be up to date on my arrears/shortfall and he assured me several times that as soon as the payment shows I can call Back today and Vodacom will lift my suspended line and unlock my phone so that I can use my phone as normal. So naturally I toke his word got a reference for the call and paid Vodacom just after 10 am today 6th July 2016. I Called back 30 min later to be told they can't help me. I then spoke to 2 more subscribers who pushed me from pillar to post the 3rd one told me she will assist and she will lift the suspended line and unlock my phone as she can see that is what was promised to me. She said she lifted it and unlocked my phone line meaning she had performed the lift -She then said it will take 2 hours max and i should reboot and it will be done. Please note my first call I made was at 7 am the 3rd at 9.32 am -that was the Christopher call who promised a solution to fix my problem- then I waited 2 hours and again I was **** to . Phone was locked no Internet no out going calls or sms ' s. I called back listening to all the voice prompts and as my call was about to be answered the line cut several times. I waited till around 4pm called again spoke to many people who pushed me from pillar to post yet again... eventually after becoming itrate I spoke to a subscriber who told me she will speak to her supervisor. I was placed on hold for a while she then came back to me and told me the same thing that she apologises and she has been cleared to lift my suspended line and unlock my phone .. I should wait 2 hours blah blah lies lies. 7 PM no connection. I called back spoke to a supervisor eventually after getting irate for obvious reasons who was unfriendly and mono toned. He told me Accounts is closed I'm in arrears i must pay. I told him that Vodacom must honour there word and calls are recorded and that A representitive of Vodacom can't promise a client one thing then tell them you have done it only to find out it hasn't and in fact they didn't fix the issue.. He then agreed to listen to the calls and log a complaint and escalate the issue to accounts. My last Question to him was . Never mind what I was promised and told which is legally binding by the way . I asked him...Is Vodacom liable to honour there promises and do what they promise to there clients ... His words were ... here at Vodacom we keep our promises. REF : S3-G0237-78</p> <p> </p> <p>Well Vodacom. Let's see if you do because I will go through every channel and avenue until I get what was promised and I am hoping MORE based on these lies and misconduct on your behalf. You need to try make up for my wasted time efforts and Money. Not to mention the dishonesty and bad service I experienced. I read your company Values, let me say this..if you Really believe and practise those ethics-now is the time to do so. </p> <p> </p> <p> </p> <p>Sincerely ****ed off.</p> <p> </p> <p>Mr G.Lozzi</p> <p> </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.
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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
A Vodacom Consultant has contacted me and Has resolved half the Issue. Vodacom Has still not kept there word. I was told over the phone by a Subscriber that if I made a payment my suspension would be lifted and my soft lock lifted. This is what Vodacom Promised me. Vodacom miss lead me to believe that if I made a payment my phone would be unlocked Vodacom **** to me and made false Promises once again. I am seeking legal advice As Vodacom told me to make a payment of 2297.44 which according to Vodacom was all I Owed them and my suspended line would be opened. So much for Vodacom keeping there promises and upholding there company Values.
A Vodacom Consultant has contacted me and Has resolved half the Issue. Vodacom Has still not kept there word. I was told over the phone by a Subscriber that if I made a payment my suspension would be lifted and my soft lock lifted. This is what Vodacom Promised me. Vodacom miss lead me to believe that if I made a payment my phone would be unlocked Vodacom **** to me and made false Promises once again. I am seeking legal advice As Vodacom told me to make a payment of 2297.44 which according to Vodacom was all I Owed them and my suspended line would be opened. So much for Vodacom keeping there promises and upholding there company Values.
Firstly this is my 3rd time writing on hello peter
I Refer to my previous issues with Vodacom posted on hello peter that has yet to be fully resolved
My first hello peter complaint was addressed by a Vodacom representative who said she would pass credit on my data dispute and would not honour my second complaint that I was promised my suspended cell phone line would be lifted and re-instated, as Promised on a recorded call by a Vodacom Call Centre agent/Subscriber.- legally binding.
I’ve now called Vodacom so many times that when I call now there is a voice prompt telling me I’ve exceeded my call limited to the centre and the call will now be charged???- This is unacceptable.
Based on all my calls I’ve come to learn that according to Vodacom there is an outstanding amount of 9634.48 for data billing??? Which Ive had no invoices for or statements or itemized billing for -NO Notifications Prior.
My first issue I refer to was a data bill of 46k Inc. vat in April 2016 sometime- which I disputed and was promised by a Gent from back office that I will get 43k credited- again Vodacom got this wrong and credited 39k- which has now caused unnecessary arrears amounts to reflect on my Account, causing major inconveniences as explained below.
The representative who called me from my first Hello peter complaint said she would pass a further 3296.69 Inc. vat credit on my Account – take note all this was last week, the credit was passed as I received a SMS from Vodacom saying an amount of2891.83 EX VAT Has been approved and processed.
My Main issue now is that My line has been suspended since beginning of July 2016 – based on Vodacom telling me there is 9k outstanding which I’ve had no invoices for – No one can tell me where its coming from other than data billing??? . my Cell phone has been suspended since the Beginning of July even though I’ve EFT ‘D OVER 3797.53 Inc. BETWEEN 3RD JULY TO 7TH JULY
I’ve Paid in for June my normal Contract Amount As shown by my Vodacom APP – 1500.04 which I paid.
Reference call with Christopher from collections on the 6th July ********** He accessed my Account and even went as far back as 2015 where according to him in total my whole Outstanding amount to Vodacom to date is R2297.49 He advised me that if I paid this amount that day my Account would be up to date and My suspended accounts would be re-instate my Lines and Open them and I can use my cell phone as normal.
I have been calling Vodacom every single day since my line was suspended. See below references.
References to calls.
Christopher 6th July @ 9.32am – Told me my WHOLE OUTSTANDING AMOUNT AND I SHOULD PAY IT TO REINSTATE MY LINES AND CLEAR MY ARREARS. – this is binding to Vodacom and should be all I need to have a leg to stand on
Patricia -Subscriber – PUT ME THROUGH TO MORENA
Morena- Supervisor on collections- 11 th July @ 3.27 pm- lifted my suspended line after listening to The recorded call between Christopher and I-Line was suspended again on 12th July
Levy – Call Centre – Lifted my Line Late Last night as Morena didn’t follow through.
Mbali Mnisi- Agrees that Vodacom should honour their word and have to stick to what they tell a clients.
Here is my calculations of what I’ve Been told I owe VS. what I’ve paid and been passed credit for Thus far.
My April - data bill on Samsung tablet - amount of R46 000 Inc. bill -
CREDIT PROMISED BY BACK OFFICE R43 000 Inc. CREDIT PASSED
Left from DATA = R 3000 Inc. bill +
Cell phone bill June including data usage on cell phone R 2512.04 Inc. bill
TOTAL = R 5512.04 Inc.
Manual EFT Payment made by Me in July R 1500.04 Inc. +
My Total arrears amount according to Christopher R 2297,49 Inc.
= R 3797.53 INC
5 ********** .53 = 1714.47 IN ARREARS.
The above are just a hand full of calls I’ve made. So far I’ve lost count and I am shacking with disgust and shame that Vodacom Has refused to honour their word.
I believe that Vodacom is not sticking to their Company Values,
Are we just a number that you don’t care about- I’ve been with Vodacom for over 10 years. We the numbers- YOUR CLIENTS have made Vodacom who they are today.
Where is the Loyalty and Customer satisfaction
Firstly this is my 3rd time writing on hello peter
I Refer to my previous issues with Vodacom posted on hello peter that has yet to be fully resolved
My first hello peter complaint was addressed by a Vodacom representative who said she would pass credit on my data dispute and would not honour my second complaint that I was promised my suspended cell phone line would be lifted and re-instated, as Promised on a recorded call by a Vodacom Call Centre agent/Subscriber.- legally binding.
I’ve now called Vodacom so many times that when I call now there is a voice prompt telling me I’ve exceeded my call limited to the centre and the call will now be charged???- This is unacceptable.
Based on all my calls I’ve come to learn that according to Vodacom there is an outstanding amount of 9634.48 for data billing??? Which Ive had no invoices for or statements or itemized billing for -NO Notifications Prior.
My first issue I refer to was a data bill of 46k Inc. vat in April 2016 sometime- which I disputed and was promised by a Gent from back office that I will get 43k credited- again Vodacom got this wrong and credited 39k- which has now caused unnecessary arrears amounts to reflect on my Account, causing major inconveniences as explained below.
The representative who called me from my first Hello peter complaint said she would pass a further 3296.69 Inc. vat credit on my Account – take note all this was last week, the credit was passed as I received a SMS from Vodacom saying an amount of2891.83 EX VAT Has been approved and processed.
My Main issue now is that My line has been suspended since beginning of July 2016 – based on Vodacom telling me there is 9k outstanding which I’ve had no invoices for – No one can tell me where its coming from other than data billing??? . my Cell phone has been suspended since the Beginning of July even though I’ve EFT ‘D OVER 3797.53 Inc. BETWEEN 3RD JULY TO 7TH JULY
I’ve Paid in for June my normal Contract Amount As shown by my Vodacom APP – 1500.04 which I paid.
Reference call with Christopher from collections on the 6th July ********** He accessed my Account and even went as far back as 2015 where according to him in total my whole Outstanding amount to Vodacom to date is R2297.49 He advised me that if I paid this amount that day my Account would be up to date and My suspended accounts would be re-instate my Lines and Open them and I can use my cell phone as normal.
I have been calling Vodacom every single day since my line was suspended. See below references.
References to calls.
Christopher 6th July @ 9.32am – Told me my WHOLE OUTSTANDING AMOUNT AND I SHOULD PAY IT TO REINSTATE MY LINES AND CLEAR MY ARREARS. – this is binding to Vodacom and should be all I need to have a leg to stand on
Patricia -Subscriber – PUT ME THROUGH TO MORENA
Morena- Supervisor on collections- 11 th July @ 3.27 pm- lifted my suspended line after listening to The recorded call between Christopher and I-Line was suspended again on 12th July
Levy – Call Centre – Lifted my Line Late Last night as Morena didn’t follow through.
Mbali Mnisi- Agrees that Vodacom should honour their word and have to stick to what they tell a clients.
Here is my calculations of what I’ve Been told I owe VS. what I’ve paid and been passed credit for Thus far.
My April - data bill on Samsung tablet - amount of R46 000 Inc. bill -
CREDIT PROMISED BY BACK OFFICE R43 000 Inc. CREDIT PASSED
Left from DATA = R 3000 Inc. bill +
Cell phone bill June including data usage on cell phone R 2512.04 Inc. bill
TOTAL = R 5512.04 Inc.
Manual EFT Payment made by Me in July R 1500.04 Inc. +
My Total arrears amount according to Christopher R 2297,49 Inc.
= R 3797.53 INC
5 ********** .53 = 1714.47 IN ARREARS.
The above are just a hand full of calls I’ve made. So far I’ve lost count and I am shacking with disgust and shame that Vodacom Has refused to honour their word.
I believe that Vodacom is not sticking to their Company Values,
Are we just a number that you don’t care about- I’ve been with Vodacom for over 10 years. We the numbers- YOUR CLIENTS have made Vodacom who they are today.
Where is the Loyalty and Customer satisfaction