Overcharging

<p>I have had my number since I was a teenager.</p> <p>It was first in my father’s name who passed last year.</p> <p>The number was then transferred into my Mother’s name.</p> <p>I did a transfer of ownership last month.</p> <p>I then did an online upgrade to a u-choose flexi 150 at R149.00 pm. (Which i chose specifically so that I could not go over my budget).</p> <p>I activated insurance at R59.00 pm (With some hassles) after the device was delivered to my work address.</p> <p> </p> <p>I have now received a bill of R602.73 – that does not stipulate what I am being charged for.</p> <p>(Together with an invoice for 0.00 for the upgrade phone delivery).</p> <p> </p> <p>When I queried this amount with the call center, the lady advised that I was being charged for the upgrade (R150.00) as well as for changing my number (R150.00). I was informed that since I upgraded online that there would be no fee and I have never changed my number as I have had it since I was a teenager.</p> <p> </p> <p>I then asked about the rest of the outstanding money and the lady advised that the insurance is a lot. After I asked her to break it all down it came to about R47.00. (Not the 59.00 that I have agreed upon).</p> <p> </p> <p>Then she advised that I am being charged R110.00 for my old contract before the upgrade and transfer of ownership – which my Mother has already been billed for!</p> <p> </p> <p>If I add up these disclosed amounts I come to: R608.00</p> <p>The discrepancies of this invoice is concerning to me.</p> <p> </p> <p>I requested that the lady emails me the detailed bill.</p> <p>She wanted to send me my itemized billing – which I have never activated, at a fee of about R26.00.</p> <p>I am very upset and tried to explain that I do not want to see who I call, I have CLIP activated for that, I need to see what exactly I am being charged for.</p> <p>She advised that she has emailed me this – yet I am still waiting to receive it from this morning!</p> <p> </p> <p>She advised that this issue will be escalated and I will receive feedback in 7-14 working days. If it is not resolved in the time where my debit order goes off, the full amount will be deducted and I will only receive a re-fund after a full investigation has occurred.</p> <p> </p> <p>She called me back after this call to double check that I have never changed my number as she thought that I had taken over my Father’s number, even after I had explained that it was a transfer of ownership?</p> <p>Please would you provide adequate product training to your staff as well as sensitivity training.</p> <p>However, I tried to call back again 3 times with no answer as I wished to apologize to the lady for calling the company a joke and for my frustration that I took out on her.</p> <p>As a past employee of Vodacom I am extremely disappointed with the level of service and am considering terminating my contract with your establishment.</p> <p>I need this matter to be resolved quickly and do not wish to receive bills that are not relevant in the future again. Ensure that your systems correlate and send your client’s bills with a proper break down.</p> <p> </p> <p>Thank you.</p> <p> </p>