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Annetjie B

1 reviews | Active since Nov 2017

29 Apr 2019, 09:02

Increase in fees not communicated properly

In the last year Vodacom has increased my package fees twice. First when the VAT rate increased to 15% - the VAT exclusive fee increased, along with the VAT increase. For April month, my fee was increased again. Vodacom sent the monthly invoices only indicating that the fees will be increased.

I feel that if Vodacom can so conveniently increase the monthly fees, the customers should also be given the option to cancel the 2 year contract, since contracts are signed with a specific fee allocated to a specific device, at the time of signing the contract for 24 months.

Although these increases may not seem as much - I still feel it is not good practice to only send a email, stating that the fees will increase 'end of story'. When fees are increased, I would like so have a new contract/formal document stipulating the change in the fees. I am not satisfied with only receiving an email indicating that the fees will change.

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Replies (4)
Vodacom
Vodacom's reply29 Apr 2019, 09:36
Official
 Dear Customer, Thank you for making us aware of your query. 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 
Vodacom
Vodacom's reply29 Apr 2019, 12:21
Official
Dear Annetjie, 
 
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 organization. 
 Please see the following link for more information related to the pricing changes:  https://www.vodacom.co.za/vodacom/terms/pricing-guide/  Regards, Vodacom Consumer Website Team 

AB
Annetjie B's update30 Apr 2019, 17:08
Reviewer Update
Good day Thank you for your response. However, my complaint is not only regarding price increases. I am aware that prices do increase annually with most service providers throughout all industries. As I also mentioned - Vodacom did send out a notice regarding fee increases. My complaint relates to the fact that my contract agreement is altered every time Vodacom increases my monthly fee. When I signed a 24 month contract with Vodacom, that specific contract was linked to a specific adverti*****t with a specific allocated price. Therefore I feel that when I sign a contract like that, the fee should be what it was advertised for, for the duration of the 24 months. Should the fee increase, I would like to have the option to either agree and continue with the service, or otherwise choose to end the contract. If it is not possible for Vodacom to render customers an option like this, then I would at least expect the contracts to then stipulate the annual % increase, that my contract fees will be subject to during the 24 month period.
AB
Annetjie B's update24 May 2019, 08:24
Reviewer Update
So no reply or correspondence from Vodacom yet. I have decided to move to another service provider when my current contract expires.