RE: COMPLAINT ABOUT INFLATED BILL ON ACCOUNT

Ref: Vodacom Contract No ********** Enquiries: Rasimphi L Date: 17 August 2018

To: Complaint Department

RE: COMPLAINT ABOUT INFLATED BILL ON ACCOUNT NO: **********

1. The above matter refers.

2. I Rasimphi Livhuwani of ID number 670 ********** 081 had three cell phone contracts with Vodacom which were all due for upgrades. In March 2017 I went to Thohoyandou vodashop for an upgrade on cell phone number ********** and everything went well.

3. In March this year (2018) I called Vodacom to cancel the two other contracts because I wanted to take out a contract with another network for a router which was on promotion but the agent who was assisting me made mention that they have the same product on promotion but then I realized their offer was better then we agreed on an upgrade.

4. I specifically told him to upgrade ********** and to cancel ********** but I couldn’t understand when he kept saying that this number is not due for upgrades, the upgrade went on anyway and I received the router a few days later but at a later stage realized he did not cancel the other contract as requested.

5. The router was for my daughter who is still a student and it came with 20GiG package which she started using. I was shocked on the 31st of April to realize that Vodacom had debited my account with more than R12000.00 (Twelve thousand) which I reversed immediately. I then called Vodacom for answers and I was told this was the bill for the usage on my Smart S contract. I couldn’t understand all of that but after a lot of interaction they realized the person who helped me with the upgrade at Thohoyandou messed up my accounts: 1. She did not upgrade the number that I requested her to upgrade instead upgraded a ********** from uChoose Flexi 110 to Smart S 2. The contract went through 2 or 3 days later though I had been given the handset on the same day of the application.

6. I have been communicating with Vodacom since then and I’m not getting any assistance, each time I raise the complaints I’m told my account is in arrears even though we agreed I would be paying directly to the Vodacom outlets until the matter is resolved. I called them again on the 15th August 2018 and was told the complaint was logged with the reference number 1- ********** ********** and I will be getting the feedback in 5-7days. 7. It’s been five months now and this thing is affecting my credit status at the Credit Bureau and I want this bill erased because I do not owe them anything. This is their mess (Vodacom) not mine.

8. Hope my concerns will get immediate attention.

RASIMPHI LIVHUWANI ********** 758