"Gesture of goodwill" ??????????

Good day,

After sending writing a report on Hellopeter (dated 11 October 2017) about the poor service i have been reciving from Vodacom, Vodacom sent me an email on the 27 October 2017. This email was titled "Gesture of goodwill" In the body of the email it explained how vodacom were willing to give some of my money back and advised that i reply to the email should i accept. I rep**** to the email on the 03 November (please see below the email i wrote).

Email i sent dated 03 November 2017 ______________________________________________________________________________________________________ Good day Robin,

Thank you to vodacom for your reply, however i would like to point out the following:

In your attached letter vodacom refers to me as a "valued customer", it has taken Vodacom 2 weeks to investigate my situation and during that two weeks it appears you have failed to look at your "valued customer" personally otherwise it would have been clear to you that i am a creature of habbit and will purchase data bundles before i even run out of data so as to avoid high costs. Also i do not use youtube, and very rarely dowload videos (as stated) so i see this is your one statemtn fits all approach to you customers, put a quick ban aid on and all is fixed.

If however you hadl looked at my case personally you would see that each and every month that vodacom sends me a message to say my data is running low (usually around 250mb left) I have immediatly purchased a data bundle to cover myself before my data runs out. Again if you check my account history i always buy a bundle of 2GB.

You state in the attached letter that vodacom sent SMS's to me warning that my data was running out and also that i was accumulating out of bundle charges. I told you in my previouse complaint that i recived no SMS's, no sms to tell me my data was running low (around 250MBleft), no followup SMS to say my data was running out (under 100BM ), no SMS to warn me that i was now accumulating charges, No follow up SMS's to continue to warn me at intervals that i was accumulating charges. I RECIVED NO SMS warnings from Vodacom for the month of September. As mention above had you taken the time to looked at my history personally you would see that had i recived any of these SMS's i would have acted on them as i do every month. The one time i have accumulated out of data bundle rates was when Vodacom had a failure and i was unable to purchase a data bundle due to Vodacoms technicall difficulties. ( please refer to my complaint )

Answer me this with my history of buying data bundles when my data is running out each month why would i not have brought a data bundle this time???? Why would i have left it until i had run up a bill of R603??? Vodacom did not send me any SMS warnings for September. I only recived an SMS on the 28th September 2017 at 9.56pm to say I've used R603 out of data bundle rates.

I do not take kindly to vodacom calling me a lier, saying that i did reciveve SMS notifications, when i clearly told you in my complaint that i did not recive SMS notifications for September.

Now we come to your gesture of R481.43 kindly please tell me how you get to this amount when according to Voecaom only SMS notification i recived in september the amount i accumulated was R603??

During the 2 week wait for you un-personal investigation to be completed we phoned Vodacom to try and get an answer. While speaking to your customer service agent we gave her the invoice number for septembers bill on ********** 429. She then informed us that she could not find that invoice number that it did not esist, there was nothing showing on the system. How is this possible when you sent us this invoice via email, why can you not see it on your syatem ?? Please see attached the invoice as sent to us from Vodacom.

Overall i am very disapopinted with your service and lack of care. When we phone we get no answers as we as your 'valued customers' can not speak to anyone that is able to help. The only answer we get is that Vodacom will make a note and get back to us, you have no complains line, you have no one of authority that we vodaconms "valued customers' can speak to and vodacom will phone us back to follow up - which to this day has never happend.

This is a shocking service from such a large company, the only way a customer can complain/make an enquiry that will be answer is through hellopeter. I would be ashamed if i was managing such a buisness. Where has your customer service gone? ____________________________________________________________________________________________

HOWEVER IT HAS COME TO MY ATTENTION THAT THE EMAIL YOU TOLD ME TO REPLY TO IS A NOREPLY ADDRESS!!! So you are telling me to reply to a NOREPLY email address in order to accept your gesture of goodwill???? Do you think your customers are stupid?? Vodacom wins again ! well done! you didnt have to listern to your customer and you didnt have to commit to your "gesture of goodwill"

Thnak you!