Furious Customer

Dear Vodacom Customer Care, I am writing to formally express my disappointment with the manner in which my fibre account has been handled. I recently contacted Vodacom because my invoice reflected a 200 Mbps Vuma Fibre package, while I was informed by one of your consultants that I am in fact subscribed to a 100 Mbps package. Instead of contacting me to explain the discrepancy, Vodacom simply amended my invoice, issued a credit note, and resent new invoices reflecting the 100 Mbps package. At no stage did anyone contact me to: explain why the original invoice reflected a different service; explain why a credit note was processed; explain why new invoices were issued; or advise me that my monthly premium would now increase. This is extremely disappointing and, quite frankly, unacceptable customer service. To make matters worse, this is now the third time this year that I have had to deal with billing-related issues on my account. As a customer, I should not have to continually identify and query errors on my invoices. I would appreciate a written response addressing the following: Why did my original invoice reflect a 200 Mbps package when my account is apparently provisioned for 100 Mbps? Why was I not contacted before changes were made to my billing? Why has my monthly premium increased following these corrections? Please provide a full breakdown of my current monthly subscription and confirm what I should expect to pay going forward. I value clear communication and accurate billing, and I expect better service from Vodacom. I look forward to your prompt response.

PS Please explain why there are two fibre services billed on the same account and confirm that I am not being charged twice for the same service.