MESSED UP SERVICE

I am writing to formally lodge another complaint regarding my Vodacom account and the ongoing billing issues I have experienced. I currently have an active Vodacom Pocket Router service, for which I have been paying my monthly subscription consistently. However, when making my payment this month, I noticed that two additional amounts of R194.75 and R143.75 had been added to my account. I immediately contacted Vodacom to establish what these additional charges relate to. Unfortunately, despite speaking to your consultants, no one has been able to provide me with a clear explanation, breakdown, invoice or supporting documentation showing why these amounts have been added to my account. I find this completely unacceptable. This is becoming an ongoing pattern in my dealings with Vodacom. I have previously experienced serious problems with my services and have had to make numerous attempts to resolve issues that should have been handled properly the first time. Once again, I am now being presented with charges that I do not recognise and cannot get a satisfactory explanation for. What is particularly frustrating is the customer service experience. Every time I contact Vodacom, I am transferred from one department to another, with consultants providing different information or simply stating that they do not know what the charges are for. I should not have to spend hours being transferred from pillar to post just to obtain a basic explanation of charges appearing on my own account. I am extremely concerned that if these unexplained charges remain outstanding, my account could potentially be handed over to MBD or another collections agency, despite the fact that I have made it clear that I dispute these amounts and have repeatedly attempted to establish what they relate to. I therefore formally request the following: 1. A full itemised breakdown of the R194.75 and R143.75 charges. 2. A clear explanation of what services, products or transactions these amounts relate to. 3. The dates on which these charges were allegedly incurred. 4. Copies of any invoices, agreements, authorisations or other documentation supporting the charges. 5. Confirmation that my account will not be handed over for debt collection while these disputed charges are being investigated. 6. If the charges cannot be substantiated, I expect them to be removed from my account immediately. 7. I also request confirmation of the correct outstanding balance relating specifically to my active Pocket Router service. I have been paying for my active service and I have no objection to paying legitimate amounts that I owe. However, I will not accept being billed for amounts that Vodacom cannot explain or substantiate. Dealing with Vodacom has unfortunately become a nightmare. Customers should not have to continuously chase the company for answers regarding their own accounts, nor should they be subjected to unexplained billing and inconsistent information from consultants. I expect this complaint to be escalated to the appropriate department and for Vodacom to provide me with a written response and a proper resolution, rather than simply referring me to another department. Please treat this matter as a formal billing dispute and provide me with a reference number for this complaint.