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Sandra B

1 reviews | Active since Aug 2014

27 Apr 2019, 17:50

Shoddy Customer Service & **********, Unconsented Charges

On 1 April I noticed spurious charges on my Invoice for content services that I did not request and nor did I agree to. I called Vodacom Cresta immediately and raised a complaint. The ticket request raised was subsequently closed with no action by Vodacom and charges continued to clock up on my account. I raised a further 2 incidents but by April 23rd I was still being charged by Services I could not identify, and could also not view on MyVodacom. Vodacom then closed the 2nd and 3rd tickets I had raised without any action either. BUT I was still being charged. On the 23rd April I managed to contact a call center agent who said she had cancelled the spurious charging service. I have raised several complaints with Vodacom. I find staff unhelpful and rude, and totally lacking in good customer service s****s. I have requested that Vodacom block all content services, WASPs and other spurious and ********** charges that are unrequested and / or unconsented by myself. I am told by call center staff that instead, I must send two texts a day to 2 different numbers to 2 different numbers. Firstly, this really is really grubby customer service, I don't think I need say why, but who needs such a nuisance / overhead and such a risky charging service to begin with, but in addition, one of the numbers I was told to text in fact does not exist i.e. 31116. So, Vodacom, as a paying client, I expect to have my account protected from spurious, unconsented charges. Therefore kindly block all content service and wasp charges from my cell phone number with immediate effect. Further, please adhere to my contract charges as agreed with me. Lastly please treat this matter with URGENCY and also do train your staff so that they are able to assist and are willing to assist in less time than the 23 days it took me to identify the spurious, ********** charges, and to get them removed from my account. Lastly kindly reimburse all these charges and ensure another occurrence never arises ever.

0
Replies (5)
Vodacom
Vodacom's reply27 Apr 2019, 18:26
Official
Dear Customer, Thank you for making us aware of your query. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via WhatsApp to request your personal details Regards, Vodacom Consumer Website Team 
SB
Sandra B's update27 Apr 2019, 21:21
Reviewer Update
Kindly ensure a polite, knowledgeable consultant contact me as I had two calls me today, a Saturday, and one called at 7.10 am. I do not find this helpful. In addition your consultants are telling me there is nothing they can do to assist. I do not wish to tolerate any more such communications from Vodacom or its staff. I want this problem addressed internally and resolved.
SB
Sandra B's update28 Apr 2019, 07:03
Reviewer Update
I feel sure Vodacom benefits from these spurious, **********, unconsented content service charges since staff were unwilling or unable to cancel these over a period of 23 days. Totally unacceptable. This arm of Vodaphone seems to be the only arm that rips it’s paying clients off. Such charges are not experienced in other countries or regions. How dare any charge be added to my Invoice that I was unaware of, that did not inform me of the charge amount, and then did not request my consent. That a service provider allows, condones and supports such *********, devious, ********** transaction is not only totally unacceptable, it is bizarre.
SB
Sandra B's update28 Apr 2019, 19:54
Reviewer Update
In addition to which, when I queried the additional charges on my Invoice I was told Vodacom had also increased their contract charges. Be aware that I was not notified of any increase, and I have an existing contract with Vodacom.
SB
Sandra B's update02 May 2019, 11:18
Reviewer Update
Vodacom, your customer service is poorly lacking and highly unsatisfactory, bordering on disgusting. Your staff seem to arrogantly think they are always in the right and the customer is in the wrong. So kindly note, I never subscribed on my phone to VLive services, and by this I never gave my consent to any charges on my account. If VLive simply charges an unaware client for pushing the incorrect button I suggest you do not allow this service to bill any customer accountas it is **********. Instead of sending me further text messages telling me I activated this service when I did not, my instruction to you is to cancel and disallow this and all other content charging services from billing me via my Vodacom account. On the contract increase, which your staff stubbornly maintain you advised me of, I have to highlight you did not. I was never personally informed that my contract (ha ha ha) had been increased and by what amount. I see a blanket message was sent out advising clients that some contract rates would increase. On this I find it highly irregular after a contract has been concluded that the rate is increase, and in my case probably after just 5 months. Lastly do not allow Call Centre staff to call me at 7.10 am in the morning or at 8 am in the morning as they did on the 1st May. In fact I suggest Vodacom provide an apology for allowing rogue services to bill me indiscriminately, and that they stick to contract prices for the duration of the contract.