********** Contract Change and Bad Customer Service

<p>The below matter was reported on 23 April and 29 April at Vodaworld.</p> <p>I’ve logged a complaint at HelloPeter on the 8th of May and was informed that someone will contact me.</p> <p>On the 12th of May I am sending this message again to Vodacom, HelloPeter as well as the Ombudsman.</p> <p> </p> <p>On 1 April 2017 an amount of R12 178.97 was deducted from my Vodacom account (I have an 2 gig top up data plan). I went into the Vodacom store nearest to me to rectify this problem. After a long struggle to get feedback from Vodacom, I decided to ask the bank to reverse the payment and I eventually drove through to Vodaworld in Midrand on Sunday 23 April 2017. The lady that assisted me indicated to me that it was an error on their side. In 2016, Vodacom changed from one system to another and when they moved my account to the new system, the system changed my 2 gig top up package to an open line. I was never informed regarding this change to my account nor did I ever give permission for this change to take place. On 26 April I received an email in which it was indicated that R12 229.58 will be credited to my account.</p> <p> </p> <p>On 29 April 2017 an amount of R16529.29 was again deducted from my account. Again I went to Vodaworld. Vodacom deducted the R12 178.97 as well as another R 4 350.32. Again I was informed that this was due to the system change that took place that resulted in my data package being an open line. On 7 May 2017, I was informed via email, that my account will be credited with R 13 941.72 and that I am responsible to pay an outstanding amount of R 2 587.57.</p> <p> </p> <p>According to me, I am responsible for the monthly payment of R109.00 according to the contract that I have taken out. Due to the reversals from the bank, I admit that I am responsible for a payment of R 218.00 for the months of March and April.</p> <p> </p> <p>On 11 May 2017 I went into the Vodacom shop in Mall of the South to pay R330.00 for my monthly installment for March, April and May. TAX Invoice Number: IN0343T ********** 51.</p> <p> </p> <p>In light of this, why am I responsible to pay R2 369.57 if the error was made by Vodacom and I never agreed to them changing my data plan to an open plan? Clearly the fact that they are crediting my account shows an error on their side, but I am still being penalized for their mistake.</p> <p> </p> <p>I would like to close my account with them, but due to my account being in arrears, I am not allowed to and have to pay a monthly fee even though I have destroyed the SIM card and cannot use it anymore. I feel that my contract is being kept “hostage” and I need to continuously pay for services that I no longer want seeing that my contract has expired a long time ago. I am now forced to pay monthly fees even though I want to close my account.</p> <p> </p> <p>I would like to know when my account was changes, who authorized it and where I gave permission for this change to occur. Until then I will not pay anything further to Vodacom.</p> <p> </p> <p>I would like this matter cleared up ASAP otherwise I am forced to take this further. </p> <p> </p> <p>Phone number for the data plan: ********** </p> <p>Vodacom Account: I ********** -0</p> <p>1st Reference number: 1- ********** ********** </p> <p>2nd Reference number: 1- ********** ********** </p>