*********** customer service and incorrect account billing

Hello

It is with much frustration regarding my service with Vodacom that I write this e-mail.

What initially was supposed to be an upgrade on my account, has now turned into a NIGHTMARE, to the point where my SERVICE HAS BEEN SUSPENDED. According to the Vodacom system, which I put down to NEGLIGENCE and INCOMPETENCE (human error), my account is in arrears. This in fact is not the case. I have called, and corresponded with numerous customer service agents, your accounts department, and the store where the deal took place, on black Friday, SINCE EARLY December 2017. The new line which was added to my account, instead of the upgrade as was requested on black Friday, was deactivated on the 5th December 2017. I was notified by sms of this and given a reference number. I was further informed that the upgrade would start on1st January 2018, as the amended contract was processed on 6th December and that I would have to use my existing data which is the 5G day and 5G night for the duration of December. I was billed for this, and paid what was due as per the customer service agent. I also paid my other invoices total due was R853,03. Also, V Live was activated on my account, which is incorrect. V Live subscriptions were deactivated and I received a sms from Vodacom dated 21 December 2017.

On the 31st December 2017 I phoned customer service to confirm that my December payment had been received, and also that my new data line would be activated 1st January 2018, this being 30G day and 30G night top up. All this was confirmed at the time.

After a few days, when I checked my balance the system said my account was R2 316,88. I couldn't believe what I was hearing. Since then I have been getting voice automated calls to make payment, saying my account was in arrears.

I have been phoning ********** and 114, speaking to several of your consultants, who would apologise for the inconvenience, but my account stays messed up. Nothing is resolved. I phoned again on Friday 19th January 2018, and spoke to Nyakallo, logging a complaint regarding my incorrect billing. Reference number for the call ********** 91. He apologised and gave me the invoice amounts due by me, ********** - R273,24. ********** - R229,00 and ********** for R409,00, which I don't understand as this is a top up account and should have a fixed amount of R390,90 as is stated on the contract. This would be my January 2018 billing. I am inundated with a voice automated call saying I am in arreass with my account, for R390,90, which is infact a credit that had been passed in December 2017, as te line was deactivated on the 5th Decmber 2017, my question how can Vodacom bill me for a service which I did not use? V Live subscriptions are active on my account, which should not be the case. I have a topup account. My whole account is a huge mess thanks to Vodacom. When I do get to speak to customer service consultant, they apologise for the convenience, saying I should not be getting phone calls, and that they will escalate my complaint to their accounts department. While I was waiting for some feedback regarding my complaint, I received a sms to say my line is suspended. No one bothered to address the matter with me.

On the day my line was suspended (23 Jan 2018), I spoke to Lindiwe and Thabelo regarding my complaint, I asked to be transferred to your accounts department, Sesepho answered the phone, he confirmed it was the accounts department. I was still talking to him, when he just dropped the line on me. I was so shocked.

I am due for an upgrade on 31st January 2018, on one of my lines. I would like Vodacom to advise me on when I am liable to cancel that line to prevent incurring any further costs.

I am extremely unhappy with the service I have received from Vodacom.

I have not heard from Vodacom, telephonically or via email since I have sent this email, this is totally unacceptable and unprofessional.

Lilian van Der Ross