I'm fed up with Vodacom

Good Day

I called Vodacom on the 27/05/2020 to cancel my laptop's contract. Then the consultant persuaded me to take an upgrade and she offered me an attractive package which I still asked for my brother's advice. He works for MTN. The consultant's offer was, for R320 per month - over 24 months: > Huawei P30 lite with R65 airtime > 100 anytime minutes > 2 gigs of data

I received the phone on Saturday, the 30th May 2020. The following Saturday the 6 of June 2020 I went to Vodacom Canal Walk and did a sim swop. I was told to wait 3hrs before using the phone.. The evening after I switched on the phone, the first thing I checked was my balance or bill on the vodacom app. I was furious!!! My bill showed seven hundred and seventy odd rand due. I was billed for the following: * Huawei P30 lite with R65 airtime * 250 anytime minutes * 2 gigs of data

I was on the phone with consultants from vodacom call centre and was on the phone with the billing department, ALMOST EVERYDAY...all they did was just to mess up my account further. Then eventually I was told that the 250 anytime minutes and the 2 gigs was taken off my bill. My account was now sitting at R694.74. Which I ended up paying via debit order on the 1st of July 2020. I called again and again to get clarity on my bill - by now I'm so frustrated I don't know how to get vodacom's consultants to resolve my issue. Eventually I was told that I still need to pay 1 month of my laptop's contract as it only expired the 13th of June. This is not what the consultant who originally signed me up for my new contract told me. I still asked her before agreeing on the new contract that besides the new contract are there any other charges - she said " no, only the new contract will be billed for the end of June 2020". I spoke to a vodacom consultant who got the original consultant who signed me up to contact me. She admitted to me that she was sorry that it was her mistake to add the 250 anytime minutes instead of the 100 anytime minutes - but still it wasn't resolved. I am very unhappy because Vodacom's consultants feel that they can just do with the customers as they feel and the customers must just pay. I continued calling, because I want this matter resolved. And throughout my calling I kept on saying to the consultants that I want them to come and collect the phone and cancel the contract. They kept going around and around but didn't resolve anything. Once a consultant called me back and said that she's sorry to hear about my dilemma and that she' going to try and help me. Just to tell me to go to the vodacom store because they are the only ones who could help me to resolve my problem. I went there and they said no way can they help me because the contract wasn't done in store. I need to call customer service. I told them and basically pleaded with them to help me. Eventually the consultant took a look at the computer and said that they are going to give it to the store specialist to escalate the problem. I got a message on my P30 lite that the issue has been escalated and Pat Jacobs was going to contact me. Pat never called but I received another messaged case resolved. Mind you throughout my calls to vodacom I always got a message with a reference with no action taken and then I'll just receive another message case resolved. I mean seriously.

Yesterday I checked my bill just to see its back at AR683.41 so I called the vodacom billing department. this is what my bill is reading: * airtime R130 left (last month R65 + this months R65) This is chargeable with the P30 lite * 3.37 GB left (last months 1.37 + 2GB added 10/07/2020 without my permission - remember they took if off last month so now I won't be billed this month for it - but they've added the 2GB and I will only pay for it in August - This is what I was told yesterday by the vodacom consultant when I called in to find out why my bill is so high again. * 294m35s left (44 minutes left + they decided to add 250 minutes on the 10/07/2020 without my permission - the same story applies as above with the Gigs. Now my bill reads: total amount due: R255.99 Bill so far: R683.41 So the consultant asked me yesterday if she must take the 250 minutes off - and I said yes because I never authorised it - then she still told me that I will be charged pro-rata. I was furious. I asked for what...for something I never authorised. I told her I won't pay it.

I called Vodacom in Canal Walk Wednesday, the 15th of July 2020, the consultant who picked up the phone was also rude and said they can't help me. I must call customer services.

I called Vodacom customer services yesterday again to get a breakdown of the "bill so far" R683.41. Vodacom added a R250 for 250 minutes which was added to my account on the 10th of July 2020 which I didn't authorise. The consultant I spoke to assured me that the R250 was going to be removes as she was loading a dispute. Low and behold, when I looked at my "bill so far" it's sitting at R419.83. Now I'm being told, I'm being billed prorate for the 250 minutes that was disputed. I mean seriously! I've never ever came across contracts being chopped and change the way by contract has been chopped and change. GOD THIS IS FRUSTRAITING. And to think NO ONE...NOT ONE OF THE CONSULTANTS at Vodacom can sort this out. It's just going from bad to worse.

Please I beg you to help me resolve this nightmare. Please let them just cancel this contract and fetch their phone.

I don't wish to have this nightmare for 24 months...

Regards Mrs S Davids