Surprise Arrears and Handover, while on Debit Order

Hi Vodacom Team I am shattered to have received an sms from MBD Attorneys telling me I have an outstanding account to the value of R5000 plus to Vodacom. First I have heard of this - and I am on Debit Order with you monthly for years, so how does this happen? Three things: 1. I am a Vodacom account holder today and for many years, on debit order. Where does this outstanding amount come from? Why have you not debited this from my account previously? My account with Vodacom has always been a DO and should thus never put me into an arrears situation like this. 2. Why have you never sent me an account for this? You send me my account every single month on email, which is then debited in full and is up to date. So what is this? 3. How come no-one from Vodacom Debtors team bothered to pick up the phone and phone for collection, or email the arrears on account to me, so as to avoid such a longstanding overdue that you then hand over to MBD Attorneys? Your debtors are supposed to be better managed than that, to protect both yourselves as a business, and your customer. 4. I have been into the Vodacom shop in Fourways Mall repeatedly of late and this has never come up on the system, not when they put in my account number, nor when they put in my ID number. I was there just 3 weeks back upgrading one of my phones. I was looking over the shoulder of the consultant, who's name I can give you, and I saw my listed numbers and the accounts. There was no R5000 outstanding - otherwise surely you would have stopped my service?

In summary, your systems are clearly faulty and not protecting either your own financial management, nor that of your customer. This account needs to be written off. The nasty surprise this morning is absolutely unacceptable. I will be taking this up with the NCR and Consumer Protection. You have no right to hand me over for an account you have never issued to me for reason of your own internal poor administration, I completed the application forms, all my details will be on there, both my name and my email address have not changed. I am a customer, my records are all over your accounts department, no excuse on your part for neither informing me nor billing me for this, with my other accounts months ago.

Kindly contact me. I cannot get through to your call centre.