I an desputing my account as a whole

Dear Executive Committee

CEO and Executive Director, Mr Mohamed Shameel Aziz Joosub,

CFO and Executive Director, Me. Raisibe Kgomaroga Morathi,

CEO of Vodacom SA, Mr Sitholizwe Mdlalose,

CO: Legal and Complaince, Mr Nkateko Nyoka,

And to whomever this email may find them well.

I am Michelle Rene Olivier, Account Nr I***-1 and have been a customer of Vodacom for approximately 12 years now. It is with regret and sadness that I am writing this email as I feel that I have been treated unfairly and poor by Vodacom, and that no one at customer care on the call centre contacts you back with any feedback. The only feed back that you get is that your query has been resolved and is closed or your account was dubble debited due to the debit order date change you have made. No call back on the multiple requests to listen to call log and proof to me that I made the mistake or that the mistake is on Vodacom's side. Every consultant that I have spoken to just deal with one matter and not my account as a whole. Yes there was a few matters that accured that needed to be sorted out but only one thing at a time gets sorted out and not my account as a whole. So let me explain the best I can.

In Nov '22 I called in to cancel one of my contracts Nr ***, make it an pay and you go contract and just put a WhatsApp bundle on every month. I asked how much that will be and the agent said R25. I said perfect I'll take it. Finding out on the 10th of Dec '22 the agent that helped me in Nov '22 made that contract Nr *** an open ended line and added a WhatsApp bundle which was incorporated as I asked to make it a pay as you go. And then loged several complaints regarding this matter.

In Nov '22 still with the same call if I am not mistaken I did a debit order date change from the 1st of every Month to the 8th of every Month, I do believe I then asked will there be a pro-rata amount or an additional premium added to my account and I was told NO!

So come the 8th of Dec '22 I was debited R 5167.55. Recognizing that there is something wrong in my bank account I see that my Vodacom account was debited incorrectly so I called in on the 10th of Dec '22 to find out what is going in. The 1st agents said it's because I did a debit order date change. So I asked him then and there to log a call log to listen to the call that was communicated to me in Nov '22 and nothing came of that request, and I asked to change the date back to the 1st of every Month as I can't afford a dubble payment. I then called in again to dispute my account as it was incorrect and another agents said it's because I didn't pay in Sept of '22. So here my frustration started to get worse, because no one seems to understand that my account can't be the amount I was in Dec '22 or in Jan '23 a I canceled a contract in Nov '22 so according to me the account should be going down.

Now, according to my understanding the cancelation of my contract Nr *** has been sorted out but not canceled due to the account being in the errors.

The matter of my account as a whole as not been resolved as of yet as I am not happy with anything at this point any agent is telling me.

1. I feel that no one listened to the call log in Nov '22 to proof to me that I made the mistake and the agent did explain to me that there will be a dubble payment or that I did asked the agent if there will be a pro-rata amount added or an additional premium. Does it take 10 months or longer for someone to listen to a call and realize a mistake has accured or the customer is at fault? That is just extreme poor service.

2. I feel that Vodacom needs to compensate me for banking fees due to debiting my account incorrectly and remove Vodacom's charges of R100.88 as it has not been proven that I made the mistake.

3. Vodacom wants to recycle my number but can't sort out my problem.

4. I would like to know why am I being bi5ll twice in May '23 on the 1st of May '23 of R2855.46 and on the 8th of May '23 of R762.60. As I don't have any billed to that amount on my accounts. As I went to print all my statements from the Vodacom branch in Rustenburg.

5. I have been dealing with this matter since the 10th of Dec '22 and no one as contacted me to even try and resolve the matter or tried to help me properly to resolve the matter.

6. If I go and calculate my account from August '22 till May '23 this is my findings

Augst '22 R 2174.01 Sept '22 R 2180.11 Sept '22 R43.19 Oct '22 R 2456.72 Nov '22 R 2457.72 Dec '22 R 2709.83 Jan '23 R 2681.58 Feb '23 R 3025.29 March '23 R 2856.50 Apr '23 R 2855.46 May '23 R 2855.46 + ________________________ Total R 26 295.87 Payments made by customer R 2174.01 R 2180.11 R 2456.72 R 43.19 R2000 R1500 - _________________________ Total R 15 941.84 Minus the amount Vodacom took off of the account already R 833.99 R 1654.48- _________________________ Total R 13 453.37 This is what I believe my account should be and not what it is currently standing on of R 14 417.73 Minus the banking fees and penalties from Vodacom R105 R105 R105 R100.88 R100.88 - ___________________________ Total R 12 936.61 This is what I believe I should be on and not what it is currently on as I believe I shouldn't pay for something that is not proven to be my fault.

7. Vodacom soft locked my account due to the fact that I was in the errors, and you expect me to pay for something that I can't use. That I have to borrow and additional phone get a pre-paid sim card, add data and airtime so that I can contact someone in case of an emergency. And the best part of this is that you did this when I have moved to a new town and haven't lived here for more than 6 months, don't know the place or anyone here and expect me to be okay with a locked phone that I have to pay according to your terms and conditions, but no one has proven that I am at fault but expect me to pay? How in the world does that make sense to anyone.

If someone just helped me and did there job properly canceled the contract correctly and proof to me that the agent did tell me that there will be a dubble payment my account would not have been in the errors as the correct amount would have gone off of my account on the 8th of Dec and this would not have rippel affect into this back amount that Vodacom believes I should pay, which I don't agree.

If I do the calculations for Dec '22 and Jan '23, as I feel I shouldn't be paying for something that has not been proven that I was at fault and that it has taken Vodacom 10months to proof this to me. My calculations are as follows:

Dec '22 R 2709.83 Jan '23 R 2681.58 + ________________________ Total: R 5391.41 Minus what customer has paid and Vodacom has taken off of the account R 2000.00 R 1500.00 R 833.99 - ________________________ Total R 1057.42 Banking fees and charges from Vodacom R 105.00 R 105.00 R105.00 R100.88 - ____________________________ Total R641.54 This is what I believe I am in the errors with. I also believe if someone just did there job right and took the time and listened to a high rated customer, did the effort all of this could have been avoided.

It's easier to say sorry but I can't help you because I have to reffer it to the right department and that person only looks at one thing and the next person at one thing. And no one looks at my account as a whole.

I get that calculations might not be perfect but I'm sorry I am not paying for something that is not my fault and that could have been avoided is Vodacom cared about me as there customer. Which I doubt very strongly as I have been struggling with this matter for the last 10months.

I don't know who is going look into this but I am going to send this email to the orbits men as I have logged many compliments on customer care email and on Hellopeter and no response that I am happy with.

Let's see how long it takes for Vodacom to contact me back regarding this email, as 2 agents said they will contact me on Monday the 2nd of Oct and on Tuesday the 3rd of Oct and no one contacted me with feed back. The only messaged I got was thus:

Dear Customer

Please note that when your debit order was changed to the 8th, it was the second debit order date of the month and the balance we attempted to debit on 08\12\2022 included the November and December invoices. Your lines were suspended due to your account being in arrears.

Regards Basetsana

Which this sms I don't agree with. No one is looking at my account as a whole. And yes, some of my called I am a high rate customer and swearing and fight, and crying my eyes out over over phone because no one will help, but how would you feel if no one is helping you solve this matter and just saying sorry they aren't going to do anything because the account is in the errors. The account would not have been in the errors if everyone just did their job right.

Unfortunately if you asked me if I would recommend family and friends to Vodacom my answer would be No! I have been a loyal customer but because my account is so little and I an not one of these rich customers that spends R100 000's I just get treated like *******, like a worthless customer and my disappointment in Vodacom I can't describe in words on this email cause I won't go through.

So let's see how this will take to sort out. Feel free to contact me on ***. Kind Regards Michelle