********** ACTIVATION OF CONTRACT ON UNKNOWN NUMBER

<p>The problem in short: <br />• I wanted to activate a new contract on my existing number; I was misled into believing that the new contract would be activated on my existing number.<br />• Two weeks later contract was activated on a different number without even informing me once the shop realised it couldn’t be activated due to an existing contract on my existing number.<br />• I never received a SIM and never had any access to this service and I am paying more than R1000 per month whilst paying for prepaid airtime for 5 months trying to resolve this.</p> <p>Here is the long story:</p> <p>I went Vodashop Canal Walk on Saturday, 3 September 2016 to enquire about a phone contract. I was assisted by Liza-Marie.</p> <p>My request was for an iPhone contract with many minutes and was recommended the Smart XL. This was meant for my existing number, ********** . I have a business, this is my number and I did not want change this number and I made this clear to Lize-Marie. My application was processed, the contract approved. Liza-Marie moved my existing SIM to the new phone and I left the shop with a new iPhone 6, a Body Clove and a receipt for those 2 items (R0,00 & R329 respectively) and an online education voucher (R0,00).</p> <p>I noticed during the following week that I was still on prepaid. The week after on 13 September I phoned the shop to inquire about the status of my application. Liza-Marie was not in so I spoke to someone else (I don’t know who). This person said he will look into it and phone me back. He did not phone me back.<br />I called again on 14 September and was helped by Vaughan. He seemed to have grasped the mistake that was made but said he will look into it and call me back. He called me back saying that there is no contract, it was never activated because I already have a 2G data contract on my number. (which I told Liza-Marie). He suggested that I should come in and buy a new SIM card for this contract to be activated and that the contract benefits would have to go to this new number. Unfortunately I can’t change my phone number and my instructions in this regards were abundantly clear.</p> <p>On 19 September 2016 learned that a contract was activated for my account on 16 September to a number unknown to me. I was also invoiced pro-rata for this service.</p> <p>• I did not sign a contract on 16 September 2016<br />• I never bought a SIM card<br />• A SIM card was never issued to me<br />• I did not want to change my number<br />• I have no access to this service for which I have already been invoiced<br />• I received no notice of this contract (SMS or Email)</p> <p>I since had many conversations with the branch manager (Heinrich Bruhin) who has been unwilling to resolve the situation. They admit that the mistake is on their side but won’t take responsibility for rectifying the situation.</p> <p>After giving up on the Vodacom at Canal Walk I tried Vodashop in Parkade Mall, Cape Town. The very very helpful but said that they can’t resolve it; the shop who made the mistake needs to deal with it. Heinrich Bruhin then put me in contact with what he referred to as “regional”. A woman called Sharon Campbell ********** asked me to write an email which she will send to the relevant person who can help. In the time between 7 October 2016 and and 8 December 2016 neither Sharon nor anyone else contacted me regarding the matter. During this 2 month period I emailed her and phoned her several times but always the same story: “she passed it on to the relevant people and she can’t tell me who she passed it onto because that is against the rules”</p> <p>On 8 December 2016 I phone Vodacom Customer Care. I spoke to consultant who understood the problem. She forwarded me to the cancellations department. I spoke to a gentlemen who understood too. He typed out a request for attention to the matter which him and I put together succinctly and this was submitted to the system and I was told that someone will call me within 48 hours. The call never came.</p> <p>Yesterday I phoned Customer Care again and the lady promptly said that the shop has to handle the mistake and that I should not have waited so long to raise the issue…</p> <p>I am willing to cancel the data contract which exists on my current number and so that the Smart XL contract can be moved to my existing number. I want credit for all the data and talk time I never used. I am happy to pay the monthly amount which goes to the payment of the phone.</p> <p>Thank you for your willingness to always help. I look forward to resolve the matter.</p> <p>Regards<br />Tertius van Zyl</p>