No decision or further feedback yet.....

I am unable to give feedback on Vodacom, because at this time all I have received is notice of their intention to investigate the matter..... Right at the end is their response and I have not heard anything afterwards....

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Anton L

1 reviews | Active since Oct 2021

02 Dec 2021, 10:45 ********** Upgrade on cell phone account confirmed with partial refund On the 14 July 2021 I requested, on behalf of my sister - Caron Louis, that Vodacom investigate the ********** upgrade that had been done on her cell phone account. I had obviously submitted the relevant documents, being copies of both our IDs, a police case number and a letter of authority from my sister allowing me to act on her behalf as she had not been in South Africa since March 2020. In November 2020 the first unauthorised deduction happened on her account - an amount of R933.83 including a debit fee of R3.50. These deductions have happened every month up to and including October this year - which is a total of 12 months.

R933.83 X 12 = R 11 205.96

R 3.50 X 12 = R 42.00

Total: R 11 242.96

After Vodacom's investigation concluded that the upgrade had been **********, an amount of R6 535.11 was paid on 25/10/2021.

This was the email confirming that the upgrade had been **********.

From: Nkohla, Lisa, Vodacom <***********> Sent: Tuesday, October 19, 2021 9:22:37 AM To: *********** <***********> Subject: EC-17VO-2J5CUU

Good day I trust all is well. The dispute you submitted to Vodacom on behalf of your sister (Caron Louis) herein refers. Please note that we Vodacom has confirmed that the upgrade contract was indeed **********. A request was sent through to have the account corrected. Please feel free to contact me should you have any further queries. Regards,  Lisa Nkohla Specialist: Investigations Corporate Security Email: *********** Vodacom Techno Centre, 082 Alexandra St, Belville Cape Town Lync: **********vodacom.co.za Further together

When I questioned the refund amount I received the following email :

From: Nkohla, Lisa, Vodacom <***********> Sent: Friday, October 29, 2021 4:11:47 PM To: Anton Louis <***********>; *********** <***********> Subject: RE: EC-17VO-2J5CUU

Good day Anton I hope all is well and keeping safe. Please contact Subscriber collections on ********** to enquire about the refund amounts. Kind regards, Lisa I then spent literally hours on hold to Subscriber Collections due to the reduced staff as a result of Co-vid 19. After getting no joy, I contacted Lisa and asked her to please enquire on my behalf and use her internal communication facilities to query the amount. And then received this email...

Good day Anton I trust all is well. Please be advised that ***** was confirmed and credits were passed for handset only. A refund amount of R6 535.11 was paid on 25/10/2021. ***** disputes advised that they attempted to contact you today twice to no avail. I also tried calling you before sending this email. I trust you will find the above is order. Regards, Lisa

No-one tried to contact me, besides it still doesn't make the mathematics correct, to refund R6 535.11 instead of the R11 242.96.

Lisa is of the view that R6 535.11 is in order and her job is done..

Please could you investigate and assist me with this frustrating situation.

Yours sincerely Anton Louis ********** ***********

Vodacom's reply: 02 Dec 2021, 11:47

Dear Customer, Thank you for making us aware of your complaint. 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