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JESSICA R

1 reviews | Active since Jul 2011

29 Apr 2019, 08:44

******* debit order increases

I have a 24 month contract with Vodacom and last year Vodacom increased my installment without my consent or prior communication. When I called and asked why they did this I was told they increased my data per month. I did not ask for additional data and the call centre agent pleaded inability to be able do anything about it. Why do you have call centre agents who are not able to assist customers with what they need? Again last week I received the the monthly sms stating with what is due this week and Vodacom has increased my installment again.

You can't keep doing this. We agreed 24 months ago on a specific amount with specific benefits. It is not up to Vodacom to chop and change this as they please.

This is actually *******. On top of that my contract expires this month (April). So this is the final payment and now you want to do this. You must be making a ****ing off your customers if this is what you do with all your customers. Imagine *******ly deducting an additional R21 from every customer in their last month of their contract. If you have 1 million customers that is an additional R21 million taken *******ly from your customers. Shame on you Vodacom.

If Vodacom dares deduct this higher amount from my account I will take this further. In fact, Vodacom should refund me for the last 12 months where they debited a higher monthly fee than what was agreed at the beginning of the 24 month contract period - since I did not ask for more data.

Last year Vodacom also deducted additional amounts from my account and when I called Vodacom, the call centre agent said he can't see the additional deductions. So with no help from Vodacom I had to arrange with the bank to get my money back. I have also requested for the last 6 years that my surname and address be updated on my statement and you still haven't done it.

I am very disappointed in Vodacom and if dare deduct this higher amount off my account I will cancel my new contract. I am tired of being ********** by Vodacom.

0
Replies (2)
Vodacom
Vodacom's reply29 Apr 2019, 09:35
Official
 Dear Customer, Thank you for making us aware of your query. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via WhatsApp to request your personal details Regards, Vodacom Consumer Website Team 
JR
JESSICA R's update29 Apr 2019, 13:23
Reviewer Update
I received a call from Vodacom stating that it is stated in the terms and conditions of my contract that they can increase my monthly subscription during the 24 month period. I am not happy with this because this is hidden in the terms and conditions and Vodacom is not being transparent. ALL costs should be clearly stated and communicated to the customer upfront, not hidden in small print in a lengthy terms and conditions document. I asked to be sent this agreement that I signed so that I can see it personally and was told its at their warehouse and it will take 7 days to get to me. This is really unacceptable, 7 days is a long time for me to wait for such an important document. I then also had to first send a copy of my ID to Vodacom before they would request the signed contract agreement, even though I gave the delivery person a copy of my ID and proof of address just two weeks ago when my new phone was delivered. When I asked where the delivery documentation was kept I was told at the warehouse as well. However I was told that this is the process that has to be followed and that they won't request the contract if I don't send them a copy of my ID. So Vodacom is quite happy to give the customer the runaround and request all sorts of documentation from their customers - documentation which they already have. This is really poor customer service. To have to wait seven days to receive this document is really not okay.