PATHETIC SERVICE

On about the 2nd March 2018, I did an upgrade on cellphone number ********** online via the Vodacom website. I requested the number to be upgraded from a R200 top up to a R350 top up and took a IPhone 6 as the device.

The new phone was delivered on the 9th March 2018. I was told that once I had received the phone the new package would be activated within 48 hours and that an amount of R446 would be deducted from my account also with 48 hours. The debit only went off my account on the 20th March 2018. I then again phoned to find out when the new airtime would be loaded I was told by the call centre agent that it would be on the 1st April 2018 as per all my other contracts.

On the 1st April when I checked the airtime it had not been changed from the R200 to R350, I then opened the new sim card that was delivered with the phone only to find that there was R700 airtime loaded onto the new sim card. I then again phoned the call centre and spoke to Thulani who then realised that there was a new contract on my account and it was not done as an upgrade.

I did not request a new contract and due to their incompetence this is now going to cost me additional R469 per month.

I was in the interim asked to send the ***** deparment a copy of my id and specimen signature which I did on the 10th April. I then spoke to a lady by the name of Makagisho in the ***** department on the 16th who told me that the case had been referred to her collegue Oscar who has requested the voice recording and that he would give me feedback by the 20th. I tried to phone again on the 23rd to speak to Oscar as was told that they are not allowed to put phone calls to the ***** department - go figure. Anyway I then sent an email to the ***** department asking for feedback.

To date I have not had any feedback and today they deducted an amount of almost R1900.00 from my bank account, which is my normal account plus the new incorrect contract amount of an additional R469.00.

I now feel that the only course of action is to log my complaint here and also to reverse the debit order as I am sure somebody from Vodacom will be quick to phone me then.

I want the funds that was deducted from my account R446 to be reimbursed and the new contract to be cancelled and the upgrade to be done as per my original request