*****uleng Upgrade from a Top up to an Open Contract

<p>Below is the breakdown of all my calls to Vodacom and people i spoke to.</p> <p> </p> <p>My original signed contract was for a Top up at R149.00 in Aug of 2012.</p> <p> </p> <p>In Sep last year I received a call from a Vodacom consultant explaining to me about an upgrade, upon listening to him I told him to keep my contract AS IT IS.</p> <p>This Consultant (Senzo) than proceeded to upgrade the contract without my consent and no proof of authorising this upgrade.</p> <p> </p> <p>The following amounts than got deducted from my bank account which is way over R149.00 which I signed for:</p> <p>Jan this year = R279.63 got deducted.</p> <p>Feb = R304.13 got deducted.</p> <p>Mar 2016 = R856.29 got deducted.</p> <p>Apr 2016 = R385.79 got deducted (This is the correct amount as per my original contract)</p> <p>May 2016 = R149 got Deducted.</p> <p>June 2016 = R683.79 Deducted.</p> <p>July 2016 = R832.79 deducted</p> <p>Aug 2016 = R149.00 Deducted</p> <p>Sep = R149 Deducted</p> <p> </p> <p>I than started calling Vodacom to query the amounts as only R149 is supposed to be deducted monthly and this is what I signed for in 2012.</p> <p> </p> <p>I called Vodacom end of Jan 2016 to Query R279.63 Cannot remember who I spoke to because I thought the matter will be solved. Ref given Ref: ********** 10.<br />On 29.02.2016 Called Vodacom 082 ********** , spoke to Zanele but no assistance.<br />16.03.2016 Called ********** (Accounts Dept) I Called and asked to Speak to a Manager: Khanyisile ( ********** 8). This person than advised I have to speak to the Back office which takes about 72 hours to respond. Also called the CDC department. I was told the technicians will investigate and it will be escalated. Reference given for call/Service desk or logged call S3-GP82W-W-MRCK. No one called me back.<br />Called again on 23.03.2016 Accounts department to follow up ( ********** ). Spoke to Lesego. I was told by this person that he will go/walk to the service request department in order for someone to call me back.<br />Called Lesego again on 24.03.2016 but cant get hold of him.<br />24.03.2016 Called Data Support (082 111) Spoke to Simangele and I had to hold on for 30 Minutes. Was told that there was no reference number found for my query. New Reference for call/Query: I-43-38-511-071 Was told that this will be dealt with at the Back office (Technical Office) Within 48 Hours. Upon asking if I could speak to someone in the Back office, I was told they don’t put customers through to this department. No Feedback was received after 48 hours.<br />31.03.2016 Spoke to Lulama In accounts Dept ( ********** ) She would phone me back in 15 Min. No one called me back.<br />06.04.2016 Spoke to Dean DeJongh in Contract Department who advised to email ********** Service Request logged: A2-1N64-JB-KVB. I than sent an email to this email. In this email my ID was included (Attached). No response received.<br />07.04.2016 Called 3D or CD Department. Spoke to Lazarus ( ********** ), he cant give his surname. He advised calls don’t get logged at this department.<br />07.04.2016 Cancellations department ********** Spoke to Nompumelelo, she cant cancel I need to explain to the relevant department my query. She than told Brian to call be back on the same day.<br />07.04.16 Referred to ********** 8 at Cancellations department. Spoke to Brian, he advised someone will call me back. He will treat it as urgent. No further response from him.<br /> </p> <p>After this did not call Vodacom because no response was received regarding the ********** upgrade. After numerous calls and emails sent.</p> <p> </p> <p>Vodacom than called me twice after this to inform me that I must now pay the owing amount.</p> <p> </p> <p>18.10.2016 – Called Forensics department and spoke to Paul Macpherson, I explained why I called. He advised that he cannot help and I must now call Vodacom Direct department on ********** . Upon calling this number it takes you to the Sales department which has nothing to do with Contracts and Subscriptions.<br />15.11.2016 I Receive an email with the final demand letter. I than call the number on the letter: 011 ********** and I ask to speak to the Collections Manager from the Subscriber collections department. I than get put through to Shar. She advises me to than speak to Brian Bebe as he is a Team Leader. She puts me through to him but he is not available to speak to me because the system is off. The message given to him is to call me back. But he did not call me back.<br />29.11.2016 Called 011 ********** again to speak to Brian Bebe. He asked me for the Data Line on which the upgrade was done. I was told the system is offline again. He will first check what happened and then call me back before the end of the day. He also wanted to know who referred me to him. I told him SHAR. HE did not call me back on this day.<br />30.11.2016: spoke to Edward Billings in Sales Department which deals with ********** upgrades ( ********** ), Edward advised I email him all documents with all information needed.<br />09 Dec 2016: I called Edward to follow up. (48 Hrs has now passed). Edward advised that he escalated this matter on 08 Dec 2016. He will call Eugene in Back office to find out if there is feedback. Edward has not called me back.<br /> </p> <p>To Date no response from Vodacom to resolve the ********** upgrade.</p> <p> </p> <p> </p>