Incorrect information given/Changes to contract without consent/notification

Shoddy service

I called in to your contact centre on 03 January 2020, asking why the recent debit order was higher than usual. I was told by your consultant that my 24 month contract was up and that I was on a month to month basis. She said that the discount that is app**** on a 24 month contact has been removed. She said I can upgrade or cancel at any time. I said I will call again and see what my options are.

I called back as promised on 20 January 2020, spoke to Iketsetseng Mokhele at 12:39. I told her that I was on the Vodacom site looking for the phone number in question as its for my data and saw an amount that’s almost R700 that it showed as my current bill. She said the bill is correct because I am no longer on a 24 month contract and am now on a month to month contract. I told her that I was told that in January so I took it that the money I had recently paid would be the money I can expect to pay on month to month. She checked and said that the previous amount was discounted and now it’s without any discount. I was not happy with this as I cannot afford to pay almost R700 for the same service I was getting. She said at the end of the day I need to pay for that amount. I said it’s not reasonable considering what I was led to believe before. She seemed disinterested and I told her, something like this has happened with Vodacom and you guys saw reason, hence I am asking for this matter to be investigated. She gave me reference number I-*** and said it will take five to seven working day. I asked to speak to her supervisor she said she will ask for that and I will receive a call back in five to seven working days. I was rather astonished a manager needs that much time to speak to a customer. I insisted that this is not customer service and asked for her team leader’s name, she said its Vikiso Ngobeni I asked where he was and she said he is in a meeting. I asked her when he will be available after the meeting she said she doesn’t know. I asked her for his manager’s name she said there are many manager’s and she doesn’t know the name. I asked for the HOD who would be the manager’s number, she said she doesn’t know who the managers’ manager name is, which was even more shocking. It was evident she didn’t want to help me beyond this point. It’s very stressful to try and resolve matters with a company and no one bothers to follow up or have drive and urgency on a matter. Now its two days before I either upgrade or cancel this relationship with yourselves. I gave you an opportunity to get back to me and here we are 9 days letter with no feedback. So here I am now on social media since that is clearly the only way people get assistance.

Lastly if you are swaying towards making me pay this higher amount. Please note I cannot afford it I will need a payment plan and I trust you will be decent enough to write it off or not put negative information on my credit record. And secondly I would like you to indicate where I signed off on a month to on the contract, because you should have closed the line, sent me an sms about this change. All I got were calls asking me to upgrade which start long before the 24 month period is done. So I was none the wiser. And If I am on a month to month, what happens to the data I don’t use within that month. Surely I should have access to that data since the rules are differently on 24 month contracts.