Insanely poor service

<p>Good morning.</p> <p> </p> <p>After almost 2 years of struggle –</p> <p> </p> <p>I wanted to cancel my cell phone contract in 2014 but was convinced by the retentions agent to stay with Vodacom. I agreed to upgrade … included in the package was R 149 airtime and 500mb data every month and cell phone insurance. I was told that I would be paying only R 70.00 more than what I was paying making my premium R 330.00 as my previous contract was only R 260.00</p> <p> </p> <p>When I renewed my contract, the 1st premium that went off the was incorrect. I called Vodacom and they gave me an explanation that made no sense and I told them I want them to pull the recordings from when I accepted the upgrade. I never received these recordings even though I called in a few times. It's almost 2 years later and still no one has assisted me with this. R 460 went off every month – that is R 130.00 more than we agreed upon when I accepted the contract in 2015 June</p> <p> </p> <p> </p> <p> </p> <p>Now I have even more problems with Vodacom. In November I wanted to get a 250mb month to month, it didn’t get allocated to my number so I tried a 500mb month to month and it still did not come through, I phoned Vodacom and told them about the problem and they said it was a technical problem and that the data would be allocated soon and they logged a request on 17 November 2016. I waited but it still wasn't allocated, so I called in again and told them to cancel the month to month data backdated since I didn't get it and before premiums are debited. They confirmed that they cancelled the month to month but come 25 November 2016 I was debited for both the 250 and 500mb month to month options on top of my payment which has been incorrect from the start of the upgrade. I received the 250mb (which I told them to remove in November) but not the 500mb month to month data. Plus all of a sudden they are only allocating R 149.00 airtime to my account but not the 500mb as agreed when I upgraded. </p> <p> </p> <p>So now since November where VODACOM messed up my data with their technical problems I have been paying more on premiums for month to month data that I am not getting and my agreed 500megs data per month is also not being allocated.</p> <p> </p> <p>This is 3 months already. 2Gigs worth of data. I called in November and December 2016 several times and get told that I must give them 2 weeks but no one fixes my problem. I called again on 04.01.2017 as of course I was debited more than what they normally overcharge me again and no data is being allocated, told to wait another week. </p> <p> </p> <p>They debited me extra for December2016 and January2017 and February 2017for month to month data I did not receive. I haven’t been received my 500 megs contract base data since November, that is 3 months now as I received nothing again this morning (01.02.2017), in the mean time I have to buy extra data every month which means my contract is now costing me about R 150 more due to Vodacoms errors.</p> <p>So my contract premium has gone form R 330 which I agreed upon in June 2014 to sometimes R 697.00 per month if you include all the charges for data I didn’t receive and that I must now buy additional airtime every month.</p> <p> </p> <p> </p> <p> </p> <p>I placed a complaint on Hello Peter and a consultant named Faeek ( I think he is from Vodacoms FAIS department) gave me a call on 03.01.2017.</p> <p> </p> <p>He said that Vodacom does not keep recordings for longer than 6 months and that I would have a very tough time getting my refund for Vodacom over charging me for the last 19 months.</p> <p> </p> <p>He said due to Vodacom not allocating my data for the passed 3 months he would give me R 300.00 airtime once off plus 2GIGS data once off and then every month I would get 1GIGS data allocated together with my original R 149.00 airtime. And he would give me R60.00 discount on my premium which means I have to pay R 400.00 but again on 25.01.2017 they debited me R 450.38 He said I would need to speak to the Ombudsman regarding the refund for the last 19 months.</p> <p> </p> <p>Today (01.02.2017) only R 150 airtime was allocated - R 1.00 more than the airtime I normally get every month. No data as promised to me on the 3rd of January. </p> <p> </p> <p>I HAVE THE RECORDING FROM WHEN I SPOKE TO FAEEK ON THE 3RD OF JANUARY. When I was promised extra data and airtime and 1gig data allocated every month.</p> <p> </p> <p> </p> <p> </p> <p>I would really appreciate if someone could please assist me in dealing with VODACOM – as I have had no luck as you can see from my copious attempts in trying to sort this out. </p> <p> </p> <p>They owe me over R 2000.00 in refunds due to overcharging since June 2014</p> <p>The owe me 2.5 gigs of data which was never allocated.</p> <p> </p> <p> </p> <p>My debit order premiums since November. I received no data since November. I was over changed for data I didn’t get. I never even received my normal 500megs as per the contract egreement</p> <p> </p> <p>25 Nov 2016 VODACOM ********** 855 I ********** - 547.44</p> <p>28 Dec 2016 VODACOM ********** 565 I ********** -524.98</p> <p> </p> <p>25 Jan 2017 VODACOM ********** 442 I ********** -450.38</p> <p> </p> <p> </p> <p> </p> <p>I am so sick of calling into Vodacom and speaking to a different consultant having to explain this whole issue over and over again, praying they will understand what the issue is and then nothing gets done - you log requests every time but no resolutions. Since the 3rd of January other calls were logged with VOCACOM to correct all the errors but nothing – ABSOLUTELY NOTHING!!!!</p>