Non-Existent Service From Vodacom's Service Sentre

Hello Peter I have reached my wit's end. In October 2015 I received a call from a Vodacom operative, who asked me to confirm my identity, and then proceeded to tell me that they have a man on the other line, claiming to be me, and that he was trying to increase the limit on my internet ****le account ***. I was shocked to find out that the limit has already been increased several times from the R50.00 permanent limit that I had set, and that the amount now due on it was R4211. I told them that this man was **********ly impersonating me, and that they must do a ***** investigation into my account. Once the ***** investigation was launched, Vodacom advised me to stop the debit order for their payment, as the R4211 that the ********* had run up against my account, would also be withdrawn from my account when the debit order went off. I spoke to the Vodacom ***** department on 11 November 2015, and was given the following ***** investigation number 539MK2W/WE030. The first direct payment that we had to make to Vodacom was for December 2015, and within days of payment our service to all 6 of the other accounts in my name was suspended. We phoned customer service, who told us that payment was not received, an please would I forward proof of payment to their "pop" e-mail account. (The same e-mail address that was used as my internet banking proof of payment reference.) Once this was done, our service was to be reinstated within a day, but no such luck. I phoned again, only to hear that proof of payment was not received, and this time I was to fax proof of payment to the number provided. Once again we had to wait a day for the phone lines to be reinstated, and once again Vodacom's consultant claimed that proof of payment was not received. My wife suggested that we make the 110km round-trip journey to the Vodacom4U branch in Richard's Bay that has always given us excellent service, and produce our proof of payment to them. A very friendly, and professional Gershen at Vodacom4U scanned our proof of payment, got Vodacom head office on the line, e-mailed our proof of payment, and made sure that the consultant at head office received it. Then told us to restart our phones. Our lines were reinstated before we left the shop. On 06 January, I phoned the Vodacom ***** Investigation Helpline for an update, and spoke to Glen, who was very helpful and courteous, and informed me that the investigation was still ongoing, but should be completed soon. When the January payment was due, I once again I made a direct payment into Vodacom's account, and forwarded proof of payment to *** via internet banking. Despite paying slightly more than the amount due, on 25 January 2016 I received a Warning Of Outstanding Account from Vodacom, on which the outstanding Capital, Subscriptions, and Hardware balances were indicated. The letter of warning stated that if the full amount of R1377.28 was not paid within 7 days, that all of the outstanding Capital, Subscriptions, and Hardware balances would immediately become payable. Our lines were also disconnected the same day. Once again Vodacom's customer service line was called, who once again claimed that they had not received proof of payment, and would we kindly forward proof of payment to their fax line. Once again, it meant a drive to the bank, paying for the proof of payment, driving to Postnet, and paying to have the proof of payment both faxed and e-mailed to Vodacom, to ensure that our lines would be reinstated. Once again nothing happened, and on 03 February my wife and had to spend the fuel money to travel the 110km round-trip to get proper service. This time the very friendly and competent Anita Dindi scanned, phoned and sent our proof of payment, and ensured that our service was reinstated before we left the Vodacom4U shop. On 10 February 2016 my wife received a call from Vodacom, saying that they have not received payment for December 2015 or January 2016. My wife forwarded the proofs of payment to both *** and ***, as instructed by the consultant she spoke to. We received word from Vodacom that the ***** investigation was concluded in our favor, and collected our new sim card from Vodacom, but within days, we were phoned by vodacom's credit department, asking when we would pay the outstanding amount of R900.00 from our ****le account. We gave the lady the details of the concluded ***** investigation, and explained to her that we haven't even opened the new sim card, as we haven't yet bought a new internet ****le. She then said that if we didn't pay the R900.00, that our phones would be disconnected again. Since we were in Richard's Bay at the time, we went straight to the Vodacom4U shop and showed them the unopened ****le sim card. As always, the crew at Vodacom4U came to our rescue. On the 19th of February, we had to make another trip to Richard's Bay, to send our proof of payment through. This time Phindile Magwaza was the helpful, and courteous Vodacom4U representative who came to our rescue. As you can imagine the same process was necessary in March. My wife had the distinct misfortune of having to deal with another Vodacom disconnection in my absence, at the end of March. The consultant at customer service curiously explained to my wife that since we are so far behind in our payments, there was nothing she could do to reinstate our service. The more my wife tried to explain that we have sent proof of payment through multiple times, and that we were not behind with our payments, the more she insisted that we were behind, until she finally told my wife that 2 of our payments were reversed by our bank. Since our bank sends us a sms with an update on every transaction, my wife was sure that no such reversals took place. My wife asked to speak to the floor manager, hoping that the manager would be of more help, but once he came on the line, he in effect told my wife that we are bad payers, and he won't be of any help to us. On the 1st of April 2016 we once again made the trip to Vodacom4U in Richard's Bay to sort out this nonsense. This time we sent our proofs of payment from December 2015 to March 2016, as well as bank statements for the same period, to prove that no money was returned from Vodacom back into our bank account. This time it was the ever helpful, friendly and professional Gershon Dorasamy who scanned and e-mailed all our info through to Vodacom's "pop" account, and ensuring that a consultant at Vodacom Customer Care knows about it. Once again, our service was reinstated before we left the shop. On 20 April 2016 we once again received a Warning Of Outstanding Account from Vodacom, on which the outstanding Capital, Subscriptions, and Hardware balances were indicated. The letter of warning stated that if the full amount of R2918.81 was not paid within 7 days, that all of the outstanding Capital, Subscriptions, and Hardware balances would immediately become payable. Our lines were also disconnected the same day. Since we have not had the opportunity to drive through to Richard's Bay to have this nonsense sorted out by the professionals at Vodacom4U, our cellphone lines are still disconnected despite several calls to customer service, and once again sending all of our proof to ***, as we were instructed. We haven't had a drop of service from our ****le account since October 2015, but Vodacom does not hisitate to charge us for the full service. Despite several requests for an itemized bill, so we could determine what Vodacom's problem is with us, we have to date received nothing. It has also come to our attention that we have been charged for several re-connection fees during this time, despite the fact that the disconnections were through no fault of ours. We are also still waiting to hear about the new ***** investigation into our ****le account, despite several inquiries, we have had no feedback. Regards Chris Vermaak ***