Overbilled R10 000.00 and still not resolved after 5 months

<p>I have been a Vodacom contract customer for over 16 years.</p> <p>In September/October last year, I received and SMS out of the blue stating that I had exceeded my data usage and that I had been billed R6000.00 odd in data. I immediately called Vodacom (It was a Thursday.) and I spoke to a gentleman and explained that I had wifi at the office, at home and in the car and that the data usage made absolutely no sense as I do not use anywhere near that amount of data on my phone ever. I also explained that I had not received the usual SMS informing me that my allocated data was about to run out or the usual SMS stating that it had, which gives you the option to top up. He did some troubleshooting with me on the phone, we couldn't find anything wrong and the gentleman promised to get back to me.</p> <p>I did not hear back from him and over the weekend (Or ever for that matter.) but I received another SMS stating that the billing was then at R9000.00 odd. This is after I had turned my mobile data off after the initial SMS and shock.</p> <p>I have only every exceeded my data allocation on a handful of occassions and every time, I topped up my data accordingly as out of bundle data is ridiculously expensive. I called back again and after numerous phonecalls and emails to different people at Vodacom, I finally got hold of a lady by the name of Shad (No surname provided in email signature, ********** who said she would do an investigation.</p> <p>She eventually came back and confirmed that I had not been sent the various warning SMS's and no explanation was given for the ridiculous and unusually high data usage I was billed for. I told her it was completely unacceptable, expecially since Vodacom could not tell me on what and when this phantom data was used for. (Especially while my mobile data was off.)</p> <p>She came back to me and said that Vodacom would credit the overbilling for the data. At the same time, while this was being sorted out, my line was suspended and I could not make use of my phone. I emailed Shad and asked her to unlock my line and for her to send me an email confirming the credit and why this happened to begin with as I was worried it would happen again.</p> <p>I never received any further feedback for her other than to say that the line was locked because the billing (The R10 000.00 incorrect billed.) pushed it over the account limit and that would be unlocked. It was eventually unlocked 2 days later.</p> <p>It then came to light that only R6000.00 odd of the R10 000.00 that was overbilled was creditted.</p> <p>Over the next few motnhs, I subsequently sent and copied Shad in on at least 15 emails asking her to explain why the full credit was not passed. She has not rep**** to a single one of them. As my contract has been up for renewal since July 2016, I also asked for a summary of all my contracts with Vodacom as well as monthly voice and data usage so that I could make an informed decision on what contract(s) to renew and go with.</p> <p>To date, I have received none of this from Shad or Vodacom.</p> <p>Then in late November, early December I received a call from a lady named Mbali from Vodacom trying to convince me to renew my contract and take a Samsung S6 as it was "as good if not better" than an S7. (They never had S7 stock at the time.)</p> <p>I told her I was not interested in renewing anything with Vodacom until the credit issue was sorted out and I was provided with the information I had requested regarding my contracts.</p> <p>She said she would investigate and follow up with me. She emailed me back but did not provide the information requested other than to escalate it to her manager who once again just never came back to me.</p> <p>I then continued to email the various relevant Vodacom email addrresses I had including Shad and Mbali in order to get clarity and finalisation on both the credit issue as well as the contract info. I received read receipts, but no response from anyone.</p> <p>Then in December 2016, I went into a Vodacom store and spoke to a lady there. I told her about the issues and when she tried to look into it, she told me that the system was down, but she could see and showed me a credit of R6000.00 odd on the relevant account. I found it a bit strange that she could see an account statement, but couldn't tell me what other contracts I had as the system was down. But she was not very helpful and didn't seem interested in actually assisting me ,so I left.</p> <p>I recevied either an SMS or a phonecall in the following days asking about my experience in the store. When I told the lady about what happened in store and the greater issues I had with Vodacom, she was shocked and said that she would investigate and get back to me.</p> <p>She did get back to me, apologised and put me in touch with a Michael Diedricks, "Branch Manager, Business Advisor <br />Cellular East Rand Mall", to assist me to sort everything out.</p> <p>Since then, I have corresponded with him in over 29 emails and he has not been able to assist me at all. The credit has still not been resolved. No one has explained to me why the full amount was not creditted and/or how the amount that was creditted was calculated.</p> <p>I specifically told Michael I didn't want or need itemised amounts, but I wanted to know my call and data usage for the last 6 months. He said that Vodacom cannot provide that information as I do not have itemised billing. Firstly, I am quite sure that I do have itemised billing, but lets imagine for a moment that I did not:</p> <p>How does Vodacom work out what to bill customers and/or advise customers on what the best package will be for their specific usage habits if they do not have access to this information. I have asked Michael this question several times and he has simply not responded.</p> <p>I have asked Michael several questions via email and re-sent them to him several times. He has ignored most of them without even acknowledging receipt and when he does reply it is in short answers saying that there is nothing he can do without addressing any of the questions.</p> <p>I refused to pay Vodacom another cent until this matter was sorted out and my line has recently once again been suspended. I informed Michael of this and told him that I was happy to pay the non-disputed amount and asked that he confirmed how much it was and to confirm that the line would be reconnected if I did. I have received absolutely no feedback on this and I have been sitting without use of my phone for 2 weeks now. Neither Michael Diedricks or Vodacom have any regard at all whatsoever for how their mistakes and conduct directly effect their customers everyday lives.</p> <p>I have asked for Michael to provide me with his Managers contact details and that of the Vodacom Retentions Department at least 6 times via email. He has completely ignored every one of these requests.</p> <p>Out of sheer desperation since Vodacom showed no signs of even attempting to sort this issue out and fear of being erroneously billed again and this happening again, I requested that my contract be cancelled and moved to a prepaid account. (I was paying R999.00pm on a Red contract.)</p> <p>When I sent the request to Michael, he came back after a few days and said that Vodacom Cancellations said that it would be cancelled in 30 days as per standard Vodacom policies. I asked him if he explained the circumstances to them and that I have been trying to get basic information from Vodacom for over 5 months or if he just submitted a cancellation as per usual. This is one of the many as yet unanswered questions. I explained that it was completely unacceptable that I have been trying to sort this out for 5 months. Vodacom has not provided me with any explanations after having more than enough time to do so and they now want to try and milk a further R999.00 out of me, not to mention the short paid credit and who knows what else.</p> <p>Had Vodacom simply addressed the issues properly, I would have renewed my contracts for a further 24 months and all parties would have been better off.</p> <p>I am not one to run to social media or sites like this one as I believe that it can be one sided, but everyone has their limits. I have sent Michael at least 2 emails pleading with him to a.) address my queries and sort everything out and b.) if he cannot, to put me in touch with the relevant person who can actually sort it out because it has now been ongoing for 5, nearly 6 months.</p> <p>Once again, I have not received an adequate response other than: "I did forward your email with your query trough to the Subscriber collections department so they Can assist you with your account as they are the only ones who can resolve account issues"</p> <p>This is after I had sent him 4 emails, that were not responded to and then he responds with replies like the above when I threaten to post on HelloPeter.com.</p> <p>I understand that not all Vodacom employees can sort out all issues, but 5 months later, my line is suspended because of errors on Vodacom's part and absolutely no one is willing or able to assist or sjust simply put me in contact with the correct person(s).</p> <p>It is beyond appaulling that Vodacom treats it's customers in this way and after having typed this, I cannot almost not believe it is true.</p> <p>Vodacom, what more can a long standing and previously loyal customer like myself be expected to do?</p> <p> </p>