Incorrect billing for Deactivated Account

SEE BELOW TRAIL MAIL: NO RESPONSE RECEIVED TO DATE YET IM RECEIVING EMAILS TO PAY AN ACCOUNT:

From: ********** Date: Tue, Jul 11, 2017 at 3:41 PM To: **********

Dear Mr. Rahlau Thank you for your email. We have tried calling you today but the call rang with no answer. Protection of your account against ***** is critical to us so before we continue, we need to verify that you have permission to request information on this account by asking you a few security questions: ID number Address on account Bank name and account type Once we receive this, we will be able to assist accordingly. Alternatively, please provide us with a convenient time we may call to telephonically assist. Regards, Nadeem Jacobs

Customer Care eService Team

On 11/07/2017 02:21 PM, Thato rahlau *, wrote: As requested, below is my id copy, please send me a copy of my contract urgently. Regards, Mr. Rahlau Sent from my iPhone

“This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "

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---------- From: ********** Date: Tue, Jul 11, 2017 at 4:41 PM To: **********

Hi Thato Your copy of contract request has been forwarded to the Documents Warehouse. Your reference number is 1- ********** ********** , you should receive the copy within 7 working days. Please see the link below to view contract terms. http://www.vodacom.co.za/vodacom/terms/contract-terms-and-conditions This email does not require a reply. Thank you for your patience.

Regards, Lubabalo Kahla

Customer Care eService Team

---------- From: Thato Rahlau ********** Date: Tue, Jul 11, 2017 at 6:26 PM To: **********

Thanks for the link,

Could you kindly show me where in your terms and conditions does it state that when my contract matures in the middle of the month, i am liable for the full month's subscription fee.

If i join Vodacom today, you are able to give me a prorata invoice for the rest of the month, how is this different to maturity of ones contract?

Please quote the section based on this (http://www.vodacom.co.za/vodacom/terms/contract-terms-and-conditions)

Awaiting your response.

---------- From: ********** Date: Tue, Jul 11, 2017 at 8:49 PM To: **********

Hi Thato Please be advised that you are allocated with the full subscription on the 01st of every month, this would mean that if your contract ends in the middle of the month upon the termination the bundles will not carry over and you will loose out on the monthly subscription however you will be billed for the full allocation. This is therefor the reason that the cancellation would be loaded for the end of the month to give you a full month to use the bundle. Please note that this does not mean that the cancellation cannot be loaded when the contract has come to its fruition, the cancellation can still be loaded for the 14th of September if this is what you would prefer. Kindly notify us if you require us to change the dates from the last working days to the 14th of September.

Regards, Jabulile Nazo

Customer Care eService Team

---------- From: Thato Rahlau ********** Date: Wed, Jul 12, 2017 at 10:05 AM To: **********

Again,

i'm asking you to point out to me on your terms where it states that you cannot charge me a prorata until the 14th of September when my contract ends. i cannot afford to pay a full month's subscription, i do not want a full month's allocation.

Explain to me how you are able to charge me prorata as a new client and allocate not a full subscription when joining mid month but you cannot do this when i cancel.

I expect my line to convert to pay as you go on the 15th of September. I will be charged from the 1st of the month to the 14th of the month and not a cent extra.

If you cannot assist me with this, please stop explaining the same thing over and over which is not even part of your terms and escalate this to your MD's office.

Thanks, Thato

---------- From: ********** Date: Wed, Jul 12, 2017 at 1:25 PM To: **********

Hi Thato Our telephonic discussion today on refers: We have logged your request to our Escalations Team for further review. They will contact you within 3-5 working days. Your reference number is 1- ********** ********** . Regards, Nadeem Jacobs

Customer Care eService Team

---------- From: Thato Rahlau ********** Date: Fri, Jul 21, 2017 at 11:37 AM To: **********

Good day,

To date, i have not received a copy of my contract as requested. over 10 days later, no one has bothered to contact me, i only received an sms that tells me that my quotation (1- ********** ********** ) has been processed.

I called you cancellation department again today and i was told AGAIN that i will be billed in full for September.

I will not explain myself again, i will contact your CEO's office for further assistance since you fail to help me with this matter. I cannot and will not pay a full month's subscription when my contract does not end at the end of the month and does not run till then.

---------- From: ********** Date: Fri, Jul 21, 2017 at 12:15 PM To: **********

Good day Thato Thank you for your email. As per our telephonic conversation today refers to. I have advised you of the feedback on the service request number 1- ********** ********** . Please email us in August to load the cancellation (conversion to prepaid) and we will escalate the request for a credit. Thank you for your patience thus far.

Regards, Verqulene Berry

Customer Care eService Team

---------- From: Thato Rahlau ********** Date: Sat, Aug 12, 2017 at 4:38 PM To: **********

Good Day,

As per the below email.

Please load a termination/cancellation on my line and contract for the 14th of September 2017 and convert it to prepaid.

Please also do a prorata invoice from the 1st of Sept to the 14th of September 2017.

Contact me should you need any further information.

Regards, Thato Rahlau

---------- From: ********** Date: Sat, Aug 12, 2017 at 8:12 PM To: **********

Good Day Thato Due to the time period that has passed since your last interaction with Vodacom, we need to verify that you have permission to request information on this account by asking you a few security questions: 1)Email address of invoices and statements. 2) Debit order date. Once we receive this, we will be able to assist with your query.

Regards, Ashwin Abdurahman

Customer Care eService Team

---------- From: ********** Date: Sat, Aug 12, 2017 at 10:18 PM To: **********

2. 1st of each month

Sent from my iPhone

“This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "

“This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "

“This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "

“This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "

“This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "

“This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "

---------- From: ********** Date: Sun, Aug 13, 2017 at 9:08 AM To: **********

Hi Thato Our telephonic discussion today on refers: As discussed, we have loaded the cancellation for September 14 2017 for cell number . Please email us anytime from the 1st of September once the final invoice has been generated so that we can request for the Pro Rata credit as per escalation reference 1- ********** ********** . Have a wonderful day further. Regards, Nadeem Jacobs

Customer Care eService Team

---------- From: Thato Rahlau ********** Date: Thu, Sep 7, 2017 at 12:15 PM To: **********

Good day,

This is in response to the mail below.

Please generate a Pro Rata credit as per escalation reference 1- ********** ********** .

Thanks, Thato

---------- From: Thato Rahlau ********** Date: Fri, Sep 8, 2017 at 2:02 PM To: **********

PLEASE RESPOND TO MY EMAIL!

---------- From: ********** Date: Fri, Sep 8, 2017 at 3:16 PM To: **********

Dear Thato Thank you for your patience with this query. We've sent the request to the Senior Consultant to process the Pro Rata credit, the credit will reflect on your next invoice.

Regards, Jabulile Nazo

Customer Care eService Team

---------- From: Thato Rahlau ********** Date: Mon, Sep 11, 2017 at 6:07 PM To: **********

Please explain what you mean by Next invoice when my contract should be cancelled and convert to prepaid on the 14th of this month?

I thought this was the last invoice that was billed to me, the only amount i need to pay by the end of this month is up till the 14th.

Please explain this.

CAN YOU GET YOUR SENIOR CONSULTANT TO CONTACT ME REGARDING THIS.

Thanks

---------- From: ********** Date: Wed, Sep 13, 2017 at 12:51 PM To: **********

Dear Thato Thank you for your email. Tried calling you and did not reach you. I have requested the Senior Coordinator dealing with your query to contact with you.

Regards, Xolelani Sono

Customer Care eService Team

---------- From: Thato Rahlau ********** Date: Sat, Sep 23, 2017 at 9:50 AM To: **********

Your Senior Coordinator has still not contacted me, its 10 days later since i sent this email.

I need a manager to contact me ASAP or i will take this up further, the lack of service with you lot is overwhelming.

1- ********** ********** .

---------- From: ********** Date: Sat, Sep 23, 2017 at 3:17 PM To: **********

Hi Thato As per chat, I have advised you about the credit of R141.34that has been passed on your account. I have advised you that the amount that is due is R1,015.05. Regards, Thembeka Mbulawa

Customer Care eService Team

---------- From: Thato Rahlau ********** Date: Sat, Sep 23, 2017 at 4:32 PM To: **********

Good day Thembeka,

Invoice H8-555NE, is subcription fee for Sept and usage for August.

So please explain to me when you say i am not charged for September? I know for a fact that i pay for my usage in arrears and subscription and any other service in advance.

This invoice is not supposed to be billed in full, A credit is supposed to be generated against the services below;

500MB MI Promo September 86.84 Cell Band 7 September 214.91 Handset Installment September 333.33 NMSS - Sim Sure September 4.82 Smart M Subscription September 279.82 VAS - Caller Identity Subscription September 8.33 Total Subscription Charges 919.72 excl VAT

All the above mentioned charges should only be charged from the 1st to the 14th of September 2017.

Please explain H8-5B6BB, and how it was calculated.

Please do not call me and give me false information again as i will hold you against it.

Escalate this to management if you have to but get your facts right before contacting me.

Kind Regards, Thato Rahlau

---------- From: Thato Rahlau ********** Date: Fri, Sep 29, 2017 at 1:26 PM To: **********

I still have not received any further feedback on this. Im assuming no one in this department is able to assist me?

Can a manager urgently contact me regarding this, my debit order is going off on the 1st and it will be reversed if the incorrect amount is being billed to me.

Please treat this as urgent!

Thanks, Thato