INCOMPETANCE

<p>Our Ref: ********** 2 // Vodacom (Pty) Ltd </p> <p>Your Ref: I ********** </p> <p>Date: 06 July 2016</p> <p> </p> <p>To whom it may concern,</p> <p> </p> <p>A few years ago my husband Mr. G van Eeden took out a pre-paid contract with Vodacom (Contract 1). Thereafter, Vodacom contacted my husband again and offered him another contact (Contract 2) that he took out for data usage purposes. Mr. G van Eeden never received the phone for Contract 2 and therefore contacted Vodacom to advise them that he wants to cancel Contract 2 due to the service he received.</p> <p> </p> <p>Unfortunately, the *********** employee (my husband spoke to) cancelled both contacts (Contract 1 & Contract 2). This cancellation stopped both debit orders instead of just the one he asked to cancel. Mr. G van Eeden then contacted Vodacom again and advised them of the mistake they had made and asked them to re-activate the debit order for Contract 1 again. But again, incompetence caused this not to be done. (Please note that ALL these calls should be recorded).</p> <p> </p> <p>After realizing the debit order has not been re-activated and numerous phone calls from Vodacom and VVM Debt Collectors (explaining the situation every single time) my husband requested the calls made to and from Vodacom. This has NEVER been handed over to us. Not ONE employee could sort this out!!!!!</p> <p> </p> <p>Because the pre-paid contract (Contract 1) was cancelled, the phone was un-usable (because Vodacom blocked it). Mr. G van Eeden has also told numerous Vodacom consultants that the phone cannot be used, but nothing was done. We have also requested a statement for both contracts, but this has also conveniently NEVER been given to us. The only thing we receive is unlimited requests for payment.</p> <p> </p> <p>We understand that there is an ‘alleged’ payment outstanding, but how can we pay for something if we do not know what it is for? To add to the level of *********** employees, the debt collectors have also NOT ONCE been able to send us the requested calls or any statement/invoice.</p> <p> </p> <p>I have personally phoned VVM Debt Collectors, on the 20th of June 2016 and spoke to a consultant named Zolo. After confirming the amount outstanding I asked the consultant to please email me a statement so that we can sort this out. The consultant promised me he would send me a statement and after confirming my email address I was confident that this will be sorted. Please note that my call was recorded on my work line and I have attached the call, just proving the level of incompetence!!! The only email I received 13 days after my request was the following:</p> <p> <br /> </p> <p>Our Ref: ********** 2 // Vodacom (Pty) Ltd </p> <p>Your Ref: I ********** </p> <p>Date: 06 July 2016</p> <p> </p> <p>Dear Sir / Madam, </p> <p> </p> <p>RE: OUTSTANDING ACCOUNT - Vodacom (Pty) Ltd // GUILLAUME VAN EEDEN</p> <p> </p> <p> </p> <p>1. We hereby confirm that we act on behalf of Vodacom (Pty) Ltd.</p> <p> </p> <p>2. You have been handed over to us due to your failure to pay your outstanding account with our client.</p> <p> </p> <p>3. Our instructions are that you are indebted to our client in the amount of R1523.42. An immediate payment of no less than R152.34 is required to avoid further action.</p> <p> </p> <p>4. Additional costs and/or penalties may have accumulated on your outstanding account, for which you are liable. Contact us urgently in order to set up an affordable repayment agreement.</p> <p> </p> <p>5. Should you fail to adhere to the above, the following may occur: </p> <p>· Further legal costs/penalties may accumulate on your account;</p> <p>· Legal action may be initiated;</p> <p>· Details of the non-payment of the account may be reported to the CREDIT BUREAUS by our client, which can adversely affect your credit rating</p> <p>6. Payment can be made at any of the following pay points: </p> <p>Bank Name: ABSA BANK</p> <p>Bank Account Number: ********** 225</p> <p>Branch Code: 632005</p> <p>Bank Reference Number: I ********** </p> <p>The sooner you can settle this outstanding debt, the sooner your credit rating at various financial institutions will improve.</p> <p> </p> <p>Please note: Instalment amount, balance figures and dates are correct as at time of sending this email. These figures are subject to change without notice.</p> <p> </p> <p>Yours faithfully,</p> <p> </p> <p>VVM Debt Collectors</p> <p>Telephone Number: ********** 007 </p> <p> </p> <p> </p> <p>Please note that since my request on the 20th of June 2016, the amount outstanding went up from R 1520.20 to R 1523.42 in just 13 days. How can this be justified?</p> <p> </p> <p>Please advise how is the email I received a statement? What kind of people does Vodacom and VVM Debt Collectors employ? How can a debt collector not know what a statement looks like? This is VERY CONCERNING!!!!</p> <p> </p> <p>What kind of Quality Control does Vodacom have? It cannot be this difficult, EVERYTHING should be on your system!!! How is it that not ONE consultant can sort this out?</p> <p> </p> <p>We have now resorted to Hello Peter, hoping that someone competent can assist us. We would like to request all the calls made to and from Vodacom and VVM Debt Collectors on Mr. G van Eeden’s cell phone number. We would also like a complete layout per statement/invoice for the contracts cancelled.</p> <p> </p> <p>We would hate to involve the Ombudsman to sort out this issue caused by incompetence!</p> <p> </p> <p>Regards</p> <p>Mr. & Mrs. Van Eeden</p>