Poor customer service from Dineo Morune and vodacom simply increasing contract amounts.

I recieved my monthly contract notice of my total due to my cell phone number. The amount allocated to my account and my debit order amount has been increased by the service provider and this is a discrepancy within my contract (agreement).

I called in to the customer care line and spoke to Dineo Morune. She advised me that vodacom has increased my price plan thats why my amount due has been increased. I asked her why they did this and she advised that they sent a notification and the customer must just abide by it. She then said I must check the terms and conditions on the. Contract I signed. I then asked her to direct me to the specific line item as the terms and conditions document is quite comprehensive. She then said she does not have access to this document and that I must just go check it myself "it is in there".

I then asked her whats the point of a contract that states you get 175 airtime every month and you are supposed to pay x amount for 24 months if vodacom can just then decide to increase the contract terms. She then said that customers have no say and they must just abide by the increases imposed by vodacom.

She also said I was notified of said increase but then retracted the statement when she realized that there is no email address allocated to my account. She then said she will log a refund for the two months and then I'll just have to adhere to the increase going forward.

I asked her to have a senior customer care representative contact me to tell me where specifically to find the line item that says vodacom has the right to increase benefits and contract amounts. She got irritated and said she will have her team leader call me on Monday.

I would just like to know where specifically it states in the terms and conditions that vodacom has the right to ammend benefits and contract costs. If this is the case it defeats the purpose of a contract giving customers security of constant payments throughout the contract period.

I will in contact with the tellecomununucations ombudsman with regards to this unfair practice.

I was planning to get home internet through vodacom on new contract plan but this level of service and practices made me decide to rather opt for another service provider.

This experience and stress and uncer*****y of future possible contract increases will also be influencing my decision to upgrade my contract when it ends in a years time. Vodacom will therefore lose me as a customer going forward if this issue is not sorted out and I will also Advocate the matter on other social media platforms to warn prospective contract customers.