***** on my account - Vodacom Blames Me

On November 21st, I initiated an online upgrade to my Vodacom account. On November 26th, I received a new phone, assuming this was part of my upgrade. However, on December 8th, I received an SMS from Vodacom notifying me that my upcoming debit order would include a double charge. Concerned, I contacted the Vodacom call center on December 9th.

The agent informed me that instead of upgrading, a new line had been added to my account. I disputed this claim, pointing out that the SMS I received explicitly stated: "CONGRATULATIONS, YOU HAVE UPGRADED." Despite this, I was told I only had two days left to return the phone before the 14-day return window closed. At this point, I suspected *****ulent activity.

Upon calling the "new number" associated with my account, the line was unavailable, and a name appeared on True Caller that I did not recognize. I contacted Vodacom again and spoke to another consultant, who confirmed that ***** had occurred. I was instructed to complete and submit a ***** dispute form.

The next day, I contacted Vodacom Sales to arrange the return of the phone. However, this agent insisted that no ***** had occurred, claiming that I had personally reserved the new line. When I questioned this, she could not provide an explanation but maintained it was my responsibility. She informed me it would take 7 to 14 working days for the phone to be collected and that the line could only be canceled afterward.

This experience has been deeply frustrating and disappointing. After 24 years as a loyal Vodacom customer, this is the first instance of such a troubling issue. Throughout this ordeal, Vodacom has failed to provide clarity or accountability, placing the burden on me to resolve an issue I did not cause.

It is unacceptable to expect me to pay an additional R710 per month for a line I did not request. Despite multiple calls and attempts to rectify the situation, I have only encountered conflicting information and a lack of resolution.

I urge Vodacom to investigate this matter thoroughly, expedite the cancellation of this unauthorized line, and ensure that I am not held financially responsible for an error or ***** that is clearly not my doing. This experience has shaken my trust in Vodacom's ability to safeguard its customers' accounts and provide adequate support in resolving disputes.