Terrible Service/no accountability/passing the buck/unauthorized debits to my accounts

<p>Complaint about debit for unauthorised amount of R2492,66</p> <p> </p> <p>I receive an sms in January 2017, that my phone was due for an upgrade. I decided to postponed as I was travelling to Inida at the time, On my return I appraoched the Vodacom shop at Waterstone Mall in Somerset West on the 6th February 2017 and was assisted by Keegan. </p> <p> </p> <p>I was advised and decided to accept the promotion at the time, S7 with tablet with monthly free 250MB. He processed my application and said that my new phone will be available within t 4 days. on the 5th day I called the shop only to be advised my another sales consultant and then the manager, that they can only only the phone if they have 10 and more orders, and dont order individual phone. I was not aware of this policy, and after a very ugly argument told that they will order the phone and will let me know when it arrives, hopefully within the next week. a called a week later, was then told the phone did arrive, but was given to another client, as they could not get hold of me. i however never received a phone call from anyone, so I believe this was another lie. Never the less, major arguments followed, then manager shouting at me, threatning me. Keengan later called to say he made arrangement with another store in Swest Mall and that Louis will help me with a phone. I went to the store only to be told by Louia that has a haphone but not a tablet, and that he w tablet. it should arrive 3 days later. Well after numerous follow ups and phone calls, i had no response from Louis. So i decide to do the upgrade via the call centre. </p> <p>More problems started. On Friday the 24th February, as consultant from the call centre phone me, assisted me with the upgrade, package will remain the same as is, and i ill receive a pink S7 with tablet as per the promotion with no additional cost. </p> <p> </p> <p>Soon after the phone call, I received 2 x sms's (Order nr; 1-118 ********** 9) and (Order nr; 1-118 ********** 1). a week later I phoned the call centre to enquire when I can expect the phone, only to informed after 20 - 30 phone calls, that the order was never approved for dispatching, so after a lenghty intervention I received confirmation that approval was obtained and the phone will be dispatched. 2 or 3 days later the courier deliver the phone to my house. the next day I went to the Vodacom Shop in Main Road, Somerset West, and what pathetic service did I received, I ws informed by the techincal assistant that they dont assist clients who receive phones via the call cente, so he was not very friendly nor helpful to assist me to set up the phone. I spent the entire Saturday morning in the shop, eventually they closed the doors and switch off the lights, i had to pay R120,00 for his service, however he did zero nothing. He only did the sim swapped, but could not get the tablet activated.</p> <p> </p> <p>iIleft the store and went back to Waterstone Mall, to ask Keegan for assistance, he had no clue how to assist and did not know what to do. I was again told that I should come back the Sunday, Sunday the tablet was still not activated, so I went to another store in Somerset West Mall.</p> <p> </p> <p>Eventually this gentleman was able to advise and assist me in some manner. He told me to logg a e complaint and call with the call centre, Upgrades, and that they should activiate the tablet. </p> <p> </p> <p>A fine gentleman at the call cente took it upon him to assist me, and after 4 days, the tabletey managed to get the tablet activated.</p> <p> </p> <p>My nightmare continue when my bank account was debited this month with R2492,66. On enquiry at the Vodacom Shop in Somerset West Mall, and many phone calls later the call centre informed the consultant that my account was in arears. </p> <p> </p> <p>Not ever in my live was my account in arrears, as I received a bank notification every month for all my debit orderat goes of my account. The consultant asked that I must get a statement from the bank which I presented to him that my account has been paid every month,</p> <p> </p> <p>My account has now increaded from R750 to over R2492,oo which nobody can clairyf and my account for this month is already sitting on R15oo+</p> <p> </p> <p>Your consultant has informed that since Vodacom had difficulty in activating the tablet, the initial order was cancelled and that I am now charged in full for a new phone, </p> <p> </p> <p>The consultant was told to logged a querry customer care and tradepartneradmin and WCTradevodacom.(see e-mail attached)</p> <p>Good day all</p> <p> </p> <p>Mrs. J Batts got a big bill this month of R2492.66 normally her account is R750.</p> <p> </p> <p>The following debt's went of her bank ***.49 01/12/2016, R753.75 03/01/2017, R1042.10 01/02/2017, R548.03 01/03/2017, R90.23 20/03/2017 and R2492.66 03/04/2017. Accounts and customer says the account was in arreas but it wat not.</p> <p> </p> <p>Please help as the customer is very upset abount it</p> <p> </p> <p>Kind regards</p> <p> </p> <p>Deon de Kock</p> <p>Vodacom 4u</p> <p> ********** 505</p> <p> </p> <p> </p> <p> </p> <p><br />From: "Deon De Kock, VD" ********** /> To: "tradepartner admin" ********** /> Cc: "undefined" ********** /> Sent: Tuesday, 4 April, 2017 10:49:43<br /> Subject: Mrs. Jessica Batts ********** 228 bill is over her normal bill</p> <p> </p> <p>Good day all</p> <p> </p> <p>Mrs. Jessica Batts cellno: ********** 228 account is normal at R550 till R770 a month but it now its R1900 and higher.</p> <p> </p> <p>I need some help please as nobody can help her with her account.</p> <p> </p> <p> </p> <p> <br />Account Holder<br />Jessica Batts<br />Subscriber<br />JESSICA BATTS JESSICA BATTS<br />Package<br />Migrated to Customer 3D System<br />State<br />Deleted<br />Account No<br />I ********** / 4<br />Gender<br />Female<br />Contr Start/End<br />2015-03-31 - 2017-03-30<br />Invoice Address<br />89 ABELIA STREET<br />Account Holder ID<br /> ********** 079084<br />Average Spend<br />329.16<br />Next Upgrade<br />2016-12-30<br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br />Dispute in Progress<br /> <br /> <br /> <br /> <br /> <br /> <br /> <br />Number of Subs<br />1<br />Call Limit<br />Vol - R 5000.00 , Man - N/A<br />SP Indicators<br />INDIV_S<br /> <br />SOMERSET WEST<br />Cust Lifetime Value<br />Blue<br />Credit Limit<br />Vol - R 0.00 , Man - R 8550.00<br />Amount in Arrears<br />0.0<br /> <br />SOMERSET WEST<br />MSISDN<br /> ********** 228<br />Customer PIN Authentication Status<br />NOT AVAILABLE<br />Contr Activation<br />2000-03-31<br />Port Status<br /> <br /> </p> <p> </p> <p>Kind regards</p> <p> </p> <p>Deon de kock</p> <p>Vodacom 4u</p> <p> ********** 505</p> <p> </p> <p><br /> I need this account to be investigated as a matter of urgency, and if I dont get your response in the morning I shall advised my bank to reject this debit of R2492,66 and all other future debits.</p> <p> </p> <p>My payments:</p> <p> </p> <p>1/12/2016 - R750,49</p> <p>3/01/2017 - R753,75</p> <p>1/02/2017 - R1 042,10</p> <p>1/03/2017 - R548,03</p> <p>20/03/2017 - R90,23</p> <p>3/04/2017 - R2492,66</p> <p> </p> <p>I await your rugent response.</p> <p> </p> <p>Jessica Batts</p> <p> ********** </p> **********