INEFFICIENCY

<p>In June 2016 I went into the Vodacom shop in Bay West Mall, Port Elizabeth, to change my daughter's contract to top up with fixed data of 2 Gig and the option to buy more data if need be. The consultant who assisted me, confirmed that the change was done effective 1 July 2016. In August I had a huge debit for this contract and realised that the change was never done. I called the Vodacom Call centre on 26 August to complain and was assisted by Thando who promised me that they will look into the matter and confirmed that she has now changed the contract to UChoose more data from 1 August. She also informed me that the query would take between 1 and 16 working days to be resolved.</p> <p> </p> <p>Not once has anyone called me back or given feedback by sms despite numerous call to the call centre number 082 111. I called on the 6th of September to follow up and notes were made by the consultant that someone should call me back urgently. I then followed up again on the 12th or 13th of September and was transferred to a Michaela (the 6th person when I insisted to speak to someone in charge). She made extensive notes, commented on how unacceptable it was that I received no feedback and promised to escalate and have someone call me or send progress the next day.</p> <p> </p> <p>Needless to say I received no feedback. I again called on Monday, 19 September, and spoke with someone that said I can only be transferred to a team leader at the call centre and no one else. The Team leader assured me that I would be called before 10h00 on 20 September – never received a call.</p> <p> </p> <p>On the evening of 20 September my debit order for Vodacom went off for an amount of R3417.99. I immediately called the call centre and spoke with Jack (Jackie). He assured me once again that someone would call me. No one did.</p> <p> </p> <p>A new service call was raised on 29 September after I sent the complaint to someone I know in Vodacom who escalated it. She also arranged for the contract to be changed from 1 October - I trust it was done this time. I followed up again today and spoke with 4 call centre consultants (was cut off twice). Zokiso escalated the matter to her manager who promised to call me back. </p> <p> </p> <p>I am sure that Vodacom delayed transferring my contract from a Smart more data to Uchoose more data as they make money from the out of bundle data usage. </p> <p> </p> <p>I expect of Vodacom to do a recon and calculate the data usage at 'in contract' rates and refund me the difference between that rate and the out of bundle rates charged from 1 July 2016 to 30 September 2016.</p> <p> </p> <p>Please note that the number in question is my daughter's and all feedback should be given to me on ********** .</p> <p> </p> <p>Thank you</p> <p> </p> <p>Arina Joubert</p> <p> </p> <p> </p> <p> </p>