NT
Nico T

1 reviews | Active since May 2016

16 Oct 2017, 20:19

Incorrect charges for data not used

I have upgraded my contract towards the end of Jul 2017. I went to the Vodacom shop in Somerset Mall on 29 Jul 2017 to set up my new phone and transfer all relevant information at a fee of R300. In August I discovered that data was charged towards my account which was not supposed to. I queried it at the Vodacom shop in Somerset West Main Road and was advised that it was due to a photo back up and they have changed the setting. I received an account due for payment on 30 Sep of R1, 277.70. My account is NEVER more than R300 because I hardly ever use data. My cell is most of the time linked to WIFI. The data amount was R859.84 + VAT = R980.22. I deducted this amount and paid the difference of R297.48. I contacted Vodacom call centre on 16 Oct +/- 15:55 and the technician guided me through the steps to check the settings. He couldn’t assist and transferred me to a different department. I spoke to Dumelak and he advised me that this data was used and I can’t blame them if the phone settings were the reason for the usage because it isn’t Vodacom’s fault. I haven’t touched any settings! My phone was set up by a Vodacom technician at a Vodacom shop and I paid for this service. I’ve checked my account again and my account is again adding up on data that I haven’t used which means I will have the same problem again towards the end of this month. Since my upgrade I was at the Vodacom shop in Somerset Mall twice and once at Main Road Somerset West. I don’t have the time to go back every time to get my phone’s settings fixed due to *********** staff and then receive a bill for data I haven’t used. I am not going to pay for this data and would like Vodacom to sort out this problem at once.

0
Replies (4)
Vodacom
Vodacom's reply17 Oct 2017, 06:52
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,

Vodacom
Vodacom's reply17 Oct 2017, 09:44
Official

Good Day Nico Du Toit

Thank you for taking the time to voice your enquiry.

Kindly note that this matter was addressed. Feedback was provided via email to your vodamail address.

Regards

RO

Best regards,

NT
Nico T's update27 Oct 2017, 09:50
Reviewer Update
I was contacted by Vodacom saying that they will write of “an amount” as a once of gesture. I received a notification that I still need to pay R558.56 which I ignored because it is incorrect. I did go AGAIN to Vodacom Somerset West and they advised me that the data was for the period Jul / Aug. I don't receive any invoices from Vodacom and if I go online, I keep on getting different amounts on my account. The invoice amount I could manage to get online for payment due on 31 Aug was R480.23 which I have paid. Invoice I got online for payment due on 30 Sep was R1, 277.70 including the amount R859.84 + VAT = R980.22 for data which I have mentioned in my original message I haven’t used. On the 25th of Oct my phone was blocked. I use my phone for work and therefor paid the amount of R558.56 because I can’t afford to be cut off. I received a sms on the 26th of Oct that Vodacom has received my payment and no need for proof to be sent but still no connection. I phoned the call centre this morning AGAIN with no success. Now I sit with a phone that is blocked after I have paid for data I haven’t used and I still haven’t received any invoices from Vodacom to see what is going on on my account.
NT
Nico T's update27 Oct 2017, 09:51
Reviewer Update
I was contacted by Vodacom saying that they will write of “an amount” as a once of gesture. I received a notification that I still need to pay R558.56 which I ignored because it is incorrect. I did go AGAIN to Vodacom Somerset West and they advised me that the data was for the period Jul / Aug. I don't receive any invoices from Vodacom and if I go online, I keep on getting different amounts on my account. The invoice amount I could manage to get online for payment due on 31 Aug was R480.23 which I have paid. Invoice I got online for payment due on 30 Sep was R1, 277.70 including the amount R859.84 + VAT = R980.22 for data which I have mentioned in my original message I haven’t used. On the 25th of Oct my phone was blocked. I use my phone for work and therefor paid the amount of R558.56 because I can’t afford to be cut off. I received a sms on the 26th of Oct that Vodacom has received my payment and no need for proof to be sent but still no connection. I phoned the call centre this morning AGAIN with no success. Now I sit with a phone that is blocked after I have paid for data I haven’t used and I still haven’t received any invoices from Vodacom to see what is going on on my account.