Pathetic Service

<p>I have been struggling with Vodacom since April 2016. Please see below email sent to accounts department after various calls to customer care, accounts and the after sales department and being transferred to the incorrect departments and being cut off. </p> <p>Email Sent 07 April 2016:</p> <p>"Good Day</p> <p>Please see attached my bank Statements as well as the Vodacom Statement.</p> <p>You can also refer to the recorded calls.</p> <p>I was offered a Mifi Router on the 5th of April 2016. I received the Mifi Router on 7 April 2016.</p> <p>I decided that I did not want the router and phoned to cancel it before it was activated on 7 April 2016.</p> <p>Later that night on 7 April 2016 the line was activated.</p> <p>On 08 April I saw the sms and phoned again to ask why it had been activated as I asked for it not to be activated the day before (to not be charged the activation fee) and was assured that it would not be. I was informed that the activation was automated and that there is a request for cancellation. She advised that the debit order might still go off and that I will be credited that amount. I also recall stating that I would just reverse the debit order if it goes off.</p> <p>Please refer to the orange highlighted on the Vodacom statement as well as the Standarbank statement on 12 and 13 April 2016. The debit order went off and I reversed it as stated that I would.</p> <p>The credit note was never processed for R87.20 as stated in the call request on 7 and 8 April 2016.</p> <p>As you can see on my bank statements I transferred an amount to my other account on 29 April and left enough money for my payments, bank fees and the debit order of R458.80 for Vodacom.</p> <p>On 03 May 2016 the debit order went off for the amount of R545.70 and it bounced due to it being the incorrect amount. See highlighted in orange on my Bank statement.</p> <p>I was therefore charged a banking fee for the debit order bounce. Please see purple highlighted on my Bank Statement.</p> <p>I phoned Vodacom on the 05 May 2016 as I received the sms from my bank and I was quite upset as I cancelled the line twice and was informed that I would be credited the R87.20 yet no credit was issued and the amount was added to the debit order causing it to bounce and myself being charged a bank fee as highlighted in purple. I explained the situation and requested that the amount be credited and that Vodacom pay the R115.00 bank fee that I had been charged due to Vodacoms mistake. I also ensured the line had been cancelled through the cancellation department.</p> <p>I was then informed that I would be credited R180.87 on 9 May 2016. via sms.</p> <p>I was contacted on 12 May 2016 via Vodacom informing me of the credit note processed and I agreed to the amount of R339.50 (the balance) to be debited on 16 May 2016. I then assumed that the credit was the credit for R115 (my bank fee as requested) and the R87.20 as the credit amount was R206.20.</p> <p>On the first of June 2016 an amount of R677.50 was debited from my account. When I received the sms on 2 June 2016, I called Vodacom yet again and by then I was furious. I was Informed that there was an amount outstanding on my statements and through various calls on that day I could also confirm that no other line was active on my account giving Vodacom no right to debit extra off my account. I then informed the call center agent that I would reverse the debit order and pay the correct amount to Vodacom. She also stated that a service request has been logged as to why R677.50 was debited from my account.</p> <p>I reversed the debit order on 02 June 2016 see blue highlighted on my Bank Statement. Thereafter I paid the amount of R458.50 to Vodacom for my account on 06 June 2016.</p> <p>I then signed up for My Vodacom so I could see my statements and Invoices. I never received a single invoice for B ********** 14, B ********** 54 and SE ********** 11.</p> <p>Please refer to my bank Statements and and the Vodacom Statements and amend my account.</p> <p>Vodacom Invoiced R458.50 plus R667.50 for June which is where the mistake comes in.</p> <p>I need to be credited the R667.50."</p> <p>Thereafter I phoned on 08 June 2016 as yet another R100 was added to my statement. The lady informed me that the R100 that the invoiced me was for fees for returning the debit orders and she told me that the R119 is for the mifi router and that I need to speak to customer care. (if this were correct an account had no knowlege of the situation I would not have been credited the amount the prevoius month). I informed her that I have and that they also informed me that there is no other line active on my name so they need to credit me the amount. I also got upset when she informed me that they invoice me when I return a incorrect debit order as I never signed that they could charge me such fees. She then told me that she just informed me of such. That does not make it legally binding. She told me she could not help me and I need to speak to customer care. I then asked to speak to a manager so this could finally be resolved. After speaking to a manager, (I could not write down his name as I was out of the office) I was informed that the two invoices would be credited and the accounts would log the query for the R115 bank fee (due to vodacoms mistake) as they now have my statements. He then told me that I had to still make a payment of R119 into vodacom's account and that they could only thereafter credit me. He also informed me that it would not occur again.</p> <p>On 10 June 2016 I had not received any sms and the staement had not yet been rectified. I phoned again to find out the progress of my query. I was informed that nothing had been logged and logged it agian. She told me that it could take anything up to 2 weeks for them to call me. I yet agin did not receive an sms.</p> <p>I phoned agian today 15 June 2016 and yet again was informed that the query had not been logged. I went through the whole story again. The lady put me on hold to log my query and then hung up. I phoned again and asked to speak to a manager and was informed that he would call me back.</p> <p>This is pathetic and getting to a point where I feel like calling a lawyer as then at least things would be sorted out. </p> <p> </p> <p> </p>