Incompetence

Good day Vodacom complaints dept, I used to always do my upgrades at one of the stores, but my previous upgrade about 2 years ago, was done through Vodacom Direct who contacted me telling me I was due for an upgrade. That went well and I saved R150 which the local store normally charge. On 19th December 2018 I was again called by Vodacom Direct to inform me that one of the 4 contracts I have ********** 045, was due for an upgrade. It suited me perfectly as my own cell phone had been water damaged as well and I had find a solution to that. The lady was Nandi Mahlafunyani, who was friendly and seemed knowledgeable and helpful. I told her my situation and she confirmed that my phone ********** 205 was only due for upgrade in June but she could arrange an upgrade earlier but I would be charged and extra R110 / month until the end of June 2019. I agreed to that and she gave me a few options for upgrading. The package that was acceptable to me was : A new J6 plus, 200 minutes talk time, 600 Meg data, 10 Gg free once off for December, and 2Gg per month thereafter for remaining 24 month period @R379/mth plus the R110 penalty. I was happy with this offer and stated to her that, I would consider the same upgrade for ********** 045 contract provided the following could be done and my daughter in law was happy with that : I had a contract with MTN ********** 552 which I had to cancel, and that cell number was required to be transferred to this ********** 045 upgrade contract. Nandi confirmed that it can be done. All I needed to do was go into MTN and cancel it, and ask them to transfer the number to Pay As You Go. Then go into a Vodacom store and they would transfer the number for me. I was very clear to her that that was a pre-condition and that I would discuss with my daughter in law that evening. Nandi said she would phone me the next day which she did. I was happy to proceed with the second contract as well and I again confirmed the details of the package, as well as the fact that the number could be transferred. She confirmed the same package as mentioned above, but at R379/mnth. I again confirmed the monthly costs and the package details with her. We went ahead and the 2 phones arrived after Xmas. In the interim, I had gone to MTN and cancelled the contract and transferred to number to pay as u go. Shortly after receiving the new phone, I went into Vodacom in Courtney Street George to ask them to transfer the number over, AND THAT’S WHERE MY PROBLEM STARTED. They stated that this transfer cannot be done. I then asked the assistant to go into their system and print me copies of the contracts. Contract ********** 045 states 10G x 1, + data-top dog voucher @R379/M, for 24 months.(but billed R440) Current amortised deal shows 3 months remain at R159/M ???

Contract ********** 205 same package, but had R110 penalty which should be R489/M. (but billed R395) The current amortised deal shows 5 months remain at R110/mnth which is correct as we agreed. Therefore this bill should be R489/M

PROBLEMS/SOLUTIONS 1) The separate monthly charges seem incorrect, but when added together the value is more or less what we agreed. Please correct this. 2) The MTN number can now not be transferred over to this contract. False advice given. 3) The extra 2G / month seems problematic. On ********** 205 only 1.1G came through on the morning of 1st Feb 19. When checked on 3rd Jan it indicated just over 3G?? On ********** 045 it shows today 1.74G and 79.29Mg. Not sure but apparently hardly been used. I have phoned in several times, each time repeating and repeating, and I have been passed from pillar to post. I have called ********** 4, ********** , ********** , and all I get is promises that someone will get back to me. I suggest a few top managers try phone in with a query. I dare them ! If someone is prepared to check, I have made all my calls from ********** 205. They can be traced on your system. On 14th Jan I called in again and was promised an answer the same day. Spoke to a team leader who confirmed that she has just initiated an investigation to listen to me contract recording. She promised me a call back the same day. No call received to date.

On 1st Feb 19, Chris called me to try and sell me insurance for my new phone. He unfortunately walked into a Lions den. He promised me that he would get someone to attend to this problem ASAP. Today 5th Feb, nobody has called me.

Providing incorrect, or false information to sell any item is in contravention of the Consumer Act. If this is not sorted quickly, I will be addressing it with them as well.

Very frustrated customer