Nothing but trouble

<p>On 8 June I contacted the Retentions/Cancellations department to request a contract cancellation quotation. The agent seemed to be having system troubles, but I received the quote via email. Not long after the call I was unable to make phone calls. When making calls I was met with a message stating that I have reached my call limit and need to recharge. Contacted Retentions/Cancellations again and I was told that my contract was cancelled. I requested to speak to a team leader/supervisor and was told that they were all in a meeting and would call me back. I had to call at around 5pm because i never received a phone call. I spoke with the team leader (name is known to me). He apologised and said that he could not have my contract reactivated as the department that does that only work until 5pm. This would not have been the case had ALL the team leaders/supervisors not been in a meeting at the same time. He assured me that the contract would be reactivated the following day. I requested that a senior manager (to who he says the incident was escalated) should contact me to discuss what happened - no contact has been made to date. My questions to the 'senior manager' would be - How is it possible that nobody in the retentions department could reactivate the contract? How does the system allow a cancellation when no cancellation fee has been paid? What will be done to avoid something like this happening in the future?</p> <p> </p> <p>As a result of the above I had to purchase airtime and data. The team leader assured me that I would be reimbursed, but that he would load a data bundle for me as a 'sorry'.</p> <p> </p> <p>On 9 June I was informed that the contract had been reactivated and I was informed telephonically by the team leader (name known to me) that he would make up for the inconvenience caused by the mistake. As my contract is due for upgrade, he asked which phone I would be interested in. At that point I should just have cut my losses. Unfortunately, I told him that I had been looking at the Huawei P10 that Telkom had on a good deal. He said he would work out a customised deal for me. Here are the terms of the deal as emailed to me (the deal would include the P8 lite as that was part of the offer at the time):</p> <p>P10 on the Smart S+</p> <p>200min anytime to any network</p> <p>200sms</p> <p>500mb data + 1GIG free x24 months</p> <p>@ R 549 p/m – 15% discount R466.50 p/m</p> <p>1 month free subscription</p> <p>It has been a mission to get the deal and the upgrade was only concluded today (4 July). However, I have not received any documentation to confirm that the above terms have been honoured. And I shudder to think what my next debit order will be.</p> <p> </p> <p>The cherry on the cake - today (4 July) I received a sms from my bank informing me of the Vodacom debit order which was deducted. An amount of R1267.74 was taken, which is more than double what should have been debited. I logged onto My Vodacom and was unable to request a statement. However, there were 3 invoices for June - I am disputing all 3 invoices. I contacted the accounts department ( ********** ) and spoke to Zodwa. She told me that there was no debit in March for certain clients who have their debit order date on the 1st of the month and that it was a double deduction done. After that call I checked my bank statement and discovered that I have paid Vodacom without fail, but Vodacom has debited me an extra time on 20 June for the amount of R207.95. How is it possible that Vodacom is able to debit my account without my permission on any other day besides the agreed debit order date? Does that not amount to theft???</p> <p> </p> <p>I then contacted the accounts department again and I was transferred to the Solution department where I spoke with Raymond - very helpful and understanding my issue. It would appear that besides the incorrect debit on 20 June, I was also charged the cancellation fee (remember, I never requested to cancel my contract, merely for a cancellation quotation) and also charged for the ‘free’ data offered by the team leader. My reference number is 1- ********** ********** .</p> <p> </p> <p>I am near the end of my tether with Vodacom. Sort this out, pay back my money and give me a better contract deal!!!!!!!</p>