Soft lock set to 25X the contract amount (R7500)??? Was not notified of this!?!?!?

Item: Vodacom
Rating: 1
Author: Kyle L

Ok, so this is the second time I'm posting this, Vodacom responded with their template response of "a consultant will make contact with you in due course" but that hasn't happened, as one would expect from them I guess.

My original post can be seen below, lets hope for another template response promising a call from a consultant which will never happen.

"Soft lock set to 25X the contract amount??? Was not notified of this!?!?!? Hi Vodacom,

So I recently purchased a router with the MyGig20 added for home use. The entire process of obtaining and activating the contract was great. The issue came however when I received a R8000 bill at the end of the month. For some reason you guys had my default soft lock set at R7500, on a contract which is R289 pm.

As far as I understood, when the data runs out, it runs out, clearly that was not communicated to me properly. Nothing wrt any soft lock, or the amount therof, was communicated to me. I did try to change the soft lock on the website (MyVodacom) as you guys stated you could on there, but was unable to locate that on the site, as it continuously refers me back to phoning 082 111, which again states that your lines are busy. You guys have therfore made it impossible for me to change it.

Tried to email you guys a formal complaint, but was unable to do so as you've deactivated email complaints.

I trust that this matter would be attended to imminently, will be in discussion with my lawyer tomorrow wrt advice on how to tackle this, but hope this could be solved before it comes to that."

Helpful (0)

Replies (3)

Kyle L's updateReviewer Update

08 Jan 2019, 09:38

In addition, I have now been trying to activate my call limit for the past 2 days to no avail. Vodacom site gives you a link to set it up under account services. When you hover over the information icon it directs you to the "more details" button. After clicking on this you get to a page with another prompt to set call limit by logging in. Once logged in you get to the home page, after scrolling down to your services it shows call limit being inactive, trying to set it send you back to step one and you enter an endless loop. In addition, after reading the terms and conditions the following is stated: "There is a minimum threshold for certain limits on bundle tariffs, starting at R50.00" This amount, as one can see, is quite far away from the R7500 limit imposed on me. This is the last warning, Vodacom, get in contact with me as previously promised or I will take legal action through the Consumer Protector.

Kyle L's update08 Jan 2019, 09:38

Reviewer Update

Vodacom's replyOfficial

08 Jan 2019, 10:27

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

Vodacom's reply08 Jan 2019, 10:27

Official