Incorrect ITC Liisting-Updated

Good Day,

on 7 May 2020, I contacted Vodacom to inform them that I was negatively affected by Covid19 at work due to being placed onto short time and I wanted to explore the options available to me in order to reduce payments. I was advised to submit my inquiry via email, which I did, and also inquired about the effect on my credit record, which was a very important aspect for me.

Towards the end of May, I received a call from Elemunah Thangavhuelelo and she stated that I have the following option: Billing on my entire account would be suspended on 01 June 2020. I would not be able to make use of any minutes, sms's or data from my contract packages and my number would be converted to a prepaid service. I would be able resume services when I informed Vodacom to resume Billing.

She further stated that my bills for May and June 2020 (technically, these were for services used in April and May as billing is done in arrears) could be paid over a period of four months (June, July, August & September). My bill for these two months was a bit over R6000.00 and I would have to pay a bit over R1500.00 per month for the four months mentioned by the 7th of each month.

I stated that I was willing to do the above, on condition that it did not negatively affect my credit record. Elemunah assured me that it would not, and I agreed to proceed with the arrangement.

I made payment on time before the due date each month (June, July, August & September 2020). I became aware during this time that my Vodacom ITC profile showed missed payments. When I contacted the Collections department, I was told that these missed payment allocations would be removed after I made my last payment in September.

In February 2021, I became aware that my Vodacom profile with ITC still showed missed payments for these four months. I contacted the collections department again to inform them of my ITC profile and was told that the matter would be handed to Morena.

I received the following email from Morena Thabang Raeto "Good Day

Note, your Vodacom account get updated each month.

Kind Regards"

I responded asking for more context, as that one sentence did not offer much in comparison to my query. I have not received a response from Morena since.

Furthermore, on my Vodacoma account on ITC, months October, November, December 2020, January, February, March and April 2021 do not show any missed payments. It seems that the four months were were mistakenly allocated as missed payments and I would like it corrected as I was assured that there would not be an adverse effect on my credit profile.

I'm disappointed that this has occurred and further dissapointed by the way Morena handled my query. I was responsible and did the right thing to contact Vodacom beforehand, informing them of the change in my financial situation. Based on the numbers of lines on my account and never having missed a payment before, as a loyal Vodacom customer, I would appreciate for this error to be rectified.

If it cannot be rectified directly by you, I am willing to contact ITC with the relevant authorization from you in writing to make the necessary changes.

Regards, Acc no: I***

Vodacom then sent me the following response:

“Dear Customer, Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. Regrettably all ITC profiles are automatically updated at month end as advised and any late or missed payments cannot be amended. Regards Consumer Website Team"

My response was as follows:

“I do not accept your response above. Missed payment allocations can be amended on ITC. The only way that it would not be amended is if YOU decide that you do not want to amend it, which it seems you have decided.

Your generic response to me indicated that you did not look at my query in an individual manner and expect me to accept your generic response and move on.

I want a copy of the telephone call made by Elemunah Thangavhuelelo to me in May 2020 to my number *** where my ITC status was discussed”.

I responded a week ago, and have not heard anything back from Vodacom. You responded very quickly when telling me that you were not going to assist me but have ignored my request for the recording of the telephone call. I have a right to obtain this recording. I am not going to leave this matter until it is rectified.

Regards