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Tiaan T

1 reviews | Active since Jun 2018

04 Jun 2018, 13:10

Incorrect Billing and refusing to fix/resolve the issue

Since my upgrade in Jan 2018 I have been invoiced incorrectly. I have contacted the call center (more than 20 times), have been escalated to billing teams,team leads (Mooketsi and George Tshibo) and senior escalation team but every time my logged calls goes dead and no one follows up to resolve. I then went to Facebook to possibly get assistance on the messenger, after daily chats since May 2018 they promised more than 10 follow up calls which never happened, today they are ignoring my messages and not responding. I also tried to email customer care and complaints , I provided my security checks and the story, after which they again promised a call within 72hrs....this also never happened. I tried to follow up on the email and got a response that said I have to provide security info again as the call has been closed after 96 hrs (So they promise a call, never call then close the ticket.

I am out of options to get someone who can see that my invoice does not match the quote I accepted for the upgrade. This basic check takes Vodacom 5 months and counting to resolve.

0
Replies (4)
Vodacom
Vodacom's reply04 Jun 2018, 13:19
Official

Dear Customer,

Thank you for making us aware of your complaint.

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

Best regards,

TT
Tiaan T's update05 Jun 2018, 12:09
Reviewer Update
I have been contacted by Theo from vodacom's hellopeter team, we had a long argument of my quote. Initially he said that the quote reflects the amounts from my old contract and that it is not the new contract, we came to the conclusion that this is complete nonsense as everything in the quote reflects the new contract I signed up for (Nowhere is there any mention of my old uchoose 350 contract). Then he realised that the qoute is incorrect and there is a missing line in the monthly breakdown. After that he said that it does not matter and the contract was signed on R899, which is not true. I confirmed with initial discusssion that I am happy with the contract upgrade and then the agent that is doing the upgrade should send me the quotes to accept. I received the quote and called back to confirm that the amount will be R659 per month as stated in the quote, which vodacom confirmed. Now Theo's message to me is that the first call is contract binding and even though the quote is different I should look at the description not the total due amount, and there is nothing you can do for me (This is after he was wrong and wasted my time saying the quote is based on old contract discounts), he also said who ever confirmed the quote has no authority and he will not waste his time listening to those calls?????.......Is this honestly how you resolve your mistakes?
Vodacom
Vodacom's reply11 Jun 2018, 07:27
Official

Good day Tiaan,

We provided feedback regarding your Hellopeter posting. The description includes the deal agreed to while the Value Added Services is included so you can get an idea of any extra charges. Hence the terms at the bottom of the page pointing to the CLIP service etc.

We have listened to the call and it was confirmed the deal was sold at R899.

Regards,

Vodacom Consumer Website Team

Best regards,

TT
Tiaan T's update11 Jun 2018, 07:49
Reviewer Update
Please send me the voice recordings. The process is to agree that an upgrade will take place, then you will send me a quote which I need to accept. Only then the upgrade is confirmed. I do not accept this response, send me the voice recordings where I accept the quote