**********

Hi

I need your assistance with an issue regarding vodacom service or should I say lack of service.

I've been bounced from pillar to post regarding incorrect billing from Vodacom and to date no resolve has come of it. They continue to bill me instead and now have barred outgoing services yet again yet the fault lies with vodacom and their inability to resolve my issue at hand.

I'm going to paste an email thread which has all the pertinent information.

Attention: Mthuthuzeli George.

Attention : Collections Department.

Attention : Senior Management.

Hi George

I trust you are well.

I'm not doing good at the rate that Vodacom is messing me around.

Nothing has been resolved since we last spoke and it's just gotten worst.

I'm being bounced from pillar to post between collections and customer care and I don't know who to turn to now.

Previous reference numbers

***

***

My last call to Pascal on 11th December 2019 at 11:06, I was not given a reference number and was told to quote her name and time of call as a reference.

I don't know if anything is being documented on the system or if this case is being investigated and by the sounds of today's call 09 February 2020 at 17:50,the lady that assisted me couldn't pick up much info on the system and again I was refferrd to collections.

I don't know if you remember all the details of my case so I'm going to explain all again.

I lost my job two year ago February 2018 and on several requests in store at mall of the south branch in Johannesburg to change my package to prepaid I was told to see my contract out.

When the contract period was over I was then told by mall of the south to make the request to customer care which I've had to do several times.

It never happened and eventually around the middle of last year the consultant confirmed that both my numbers were converted to prepaid. *** and ***. Any and all other services were canceled.

Between August and October last year nothing had changed and my outgoing was barred with an amount of R3575. 26. This account was handed over to collections and on the brink of deleting my numbers from the system. I called in to make an arrangement this must have been around the end of September or beginning of October 2019.

The lady that assisted me confirmed the outstanding amount of R3575. 26 and and installment amount of R595. 87

Remember prior to this it was confirmed telephonically that my services were converted to prepaid and on this day in question the lady confirmed it as well.

I made a a payment on the 09th October 2019 of more than double the requested installment R1500. This was to serve as an installment for October and November.

I got an sms in November claiming that no payment was received. I then called customer care and collections, explained that I made a double payment and your consultants confirmed all was in order.

I made another payment at mall of the south on 27th November 2019. My plan was to settle the balance of R2075. 26.

To my horror when I request a balance, she quoted me in access of R4000.

I was never told about a reconnection fee and still under the impression that my service was on prepaid.

I then started receiving invoices and called in again and true to my expectations was bounced between collections and customer service.

Now billing me for airtime and data that I haven't been receiving on either number.

This account is now sitting at R7179. 24.

My outgoing services were barred yet again on the 16th January 2020.

I am in no way liable or responsible for this!

I'm unemployed as stated earlier, I am broke and in no position to pay for this when I gave clear instructions to Vodacom to convert my numbers to prepaid.

I recieved another invoice for R456. 99.

Clearly someone hasn't followed instructions on Vodacom's side nor has protocol been followed.

George, I need your urgent assistance in escalating this matter for me pls.

I look forward to hearing from you as soon as possible.

Thank you

Kind Regards

Rangasen Vandeyar

***

On Thu, 12 Dec 2019, 15:33 RANGASEN MALCOLM VANDEYAR, <***> wrote:

Hi George.

I trust all is well.

Thank you for your feedback. I spoke to Pascal yesterday. There is so much of turmoil regarding this account of mine now there is further investigation pending.

I'm awaiting feedback from yesterday's call.

There was an attempt to call me a short while ago, due to the loadshedding it seems vodacom service is disrupted.

Thank you

Kind Regards

Rangasen Vandeyar

***

On Thu, 12 Dec 2019, 15:27 , <***> wrote:

Good Day Rangasen Vandeyar

We acknowledge the receipt of your email.

Please be advised of the feedback that we received from our Senior Consultant at the Back Office regarding the escalated account query reference number ***, is that you need to contact our Subscriber Collections department so that you can make a payment arrangement for the Vodacom account I***-6.

The Subscriber Collections department contact number is *** (free call from a Vodacom sim card) for assistance with this query.

Their operating times are as follows:

Monday to Friday 08:00 to 17:00

Saturday 08:00 to 13:00

Sunday 09:00 to 13:00

Public Holiday: Closed

You may also visit www.vodacom.co.za (Vodacom Portal) or make use of the My Vodacom App to view or manage your account online.

Regards, Mthuthuzeli George

Customer Care eService Team

"This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "