HUGE data bill & Vodacom's arrogance?

<p>I have been a customer of Vodacom since the mid 90’s. I believe this shows brand loyalty, which is sadly being eroded in the last month or so.</p> <p>I received a HUGE data bill for September 2016. I logged a query on 6 October 2016 (with ********** ) regarding this exorbitant amount (according to Vodacom: 7 October). I asked for a detailed invoice around this value.</p> <p>I followed up 24 October: I was told that the query will take up to 21 days to be reviewed.</p> <p>I followed up again 2 November, after I found that the amount went off my debit order (on 1 November), even though I have not heard from Vodacom as yet. I was told that even though the value is being disputed, the debit order will go through nonetheless. A statement was kindly emailed to me, showing a credit being passed on 2 November, 1 day after the debit order went through. The statement does not make sense, as it show a credit amount (which I am grateful for), but the balance shows a lesser amount. I asked for someone to get back to me on:</p> <p>1. My original request for a detailed invoice</p> <p>2. The fact that the disputed amount went through on debit order, even though I have not hear from anyone from Vodacom, nor received any information I requested in the beginning of October</p> <p>3. That a credit was passed after the debit order went through, showing disregard of their Client.</p> <p>4. That the statement does not make sense, showing a credit for one value and a much lesser amount as the balance</p> <p>I followed up once again on 10 November. Again, telling my story and repeating my request. As I am hugely frustrated at this point, I told the very sympathetic agent that I am considering leaving Vodacom as I feel I am not being heard. She promised to escalate the issue. I asked that someone come back to me by 1 pm the next day</p> <p>I followed up again today (11 November) at 16:55 as I have not heard from Vodacom. I repeated my requests, shown above. I asked the agent if she feels that she all the information they require in order to assist me. She admitted they do. She asked me to hold as she would like to escalate the issue. I told her that I was under the impression that this was done already. I was fuming and terminated the call.</p> <p>I logged this issue on 6 (or 7) of October 2016. I followed up 4 times. This not reflection on the agents I spoke to, as they could provide me with the information they had at hand. I am yet to hear from Vodacom .</p> <p>My disappointment and frustration stems from lack of communication, lack of empathy and seeming arrogance from Vodacom. </p>