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troy van der horst

1 reviews | Active since Jul 2014

18 Jan 2024, 09:51

*****ulent change of contract by telephone sales agent

Good day. My wife received call from online sales agent regarding her SIM only contract for number 072. The member informed that she would be getting increased data and minutes with existing contract with the same amount paid. She made it clear that the data she has is enough as she has WIFI at home and work. The end result was that this sales agent *****ulently changed her SIM only contract to new contract with increase data and almost double the premium which she did not agree to. Upon contacting customer care service on 16 January 2024 the person assisting was very *********** in resolving this issue and first said that it was in process and then that it was migrated and that she would have to pay a penalty to change it back which was not her fault but the dishonest sales person who changed this without her permission. The customer care service person who took the call even take my email address and said that I would be CC in the correspondence to resolve this issue. Neither my wife or myself received the promised correspondence to resolve this issue. The person kept saying that he was not understanding what was on the system and expected my wife call another department and said that he is logging a request for a call back to her to resolve this issue which has not happened. Kindly resolve this matter or the debit order for this *****ulent upgrade will have to be stopped with the bank which was relayed as such to the customer care service member. Please make use of the recordings of which is always advised at the start of calls and take the necessary disciplinary action in regard to the sales agent who changes peoples contract without their permission. Good day. The reply to SIM only contract of above email was a virual BOT which was previously attempted by my wife and proved to be unsuccessful. This is unprofessional and the issue can't be resolved like this. A call from someone who can resolve this issue is expected today or the debit order in regard to the *****ulent upgrade will be stopped with immediate effect. 072.

0
Replies (5)
Vodacom
Vodacom's reply18 Jan 2024, 10:07
Official
Dear Customer,
 
Thank you for making us aware of your complaint.
 
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 
tvdh
troy van der horst's update23 Mar 2024, 20:15
Reviewer Update
Good evening. Two months has passed and this issue has not been resolved. My wife initial contract was R477. False promises from VODACOM call centre service advisor Alvin Sherman Nicholson to resolve this issue turned out to be more lies. Instead my wife has *****ulently been billed R1152 for February and billed R1171 for March now for a contract she did not agree to. Alvin communicated via email that the contract/package was reverted to the previous one on 09 February 2024 and now suddenly does not respond to any email correspondence. The package should be R474 for this package and not a 2.4 gigs line rental with dubious extra charges for R1171. Sort this out and revert this *****ulent billing or this deduction will stopped on Monday 25 March 2024 and VODACOM must refund this *****ulent deductions. Sort out your call centre and *****ulent ****s. Furthermore sort out your POPI as my wife got a **** call this morning 23 March 2024 from *** regarding summer surprise winning a prize of R20 000 but needing to top up her airtime with R200. Sort out this *****ulent contract deduction.
tvdh
troy van der horst's update25 Mar 2024, 16:58
Reviewer Update
Good afternoon. Received call from Happiness Shezi (***) this morning. This member said that the contract was reverted to the old contract which does not seem to be the case. Happiness stated that from next month the deduction would be correct which is unacceptable and was suppose to send an email explaining what had transpired which did not happen. This just seems like more delay tactics from Vodacom who are *****ulently without the clients permission deducting over R1000 per month for something which was not approved by the customer. Rectify this ******* deduction before the end of March and refund the incorrect deduction.
tvdh
troy van der horst's update26 Mar 2024, 18:11
Reviewer Update
This is the response from Vodacom:
Good morning Mam

A contract reversal has been arranged on your behalf and after your February payment your monthly payments will go down

We would like to apologize for any inconvenience caused

Regards,
Happiness

Vodacom what happens to the incorrect amount that was *****ulently deducted when the customer did not give consent or agree to this...Vodacom wants to blame an unknown 3rd party for their incompetence. This increase in payment was not authorised and is *******...
tvdh
troy van der horst's update26 Mar 2024, 18:25
Reviewer Update
This was the last response from Happiness:
Good day

We're also unsure of the situation regarding your bill, so we've raised a Service Request (SR) for the accounts department to investigate your account. If they find an error, we'll arrange a credit for you.

Your bill should decrease by the end of March, ma'am.

Currently, ma'am, I can't give you an exact amount for next month's bill. Once the system updates, I'll inform you.

I completely understand your frustration, ma'am, and it's unfair for you to be charged extra. Once the review is completed, I'm confident they'll provide you with feedback.

Regards,
Happiness

Now VODACOM is unsure of how they change a customers bill without the consent of the customer and now have to investigate their own incompetence, meanwhile the customer must be settled with an ******* and unauthorised change in billing with the hope that VODACOM will resolve this which VODACOM could not do for the last 2 months despite false promises from their side. "If they find an error",,,really, they have admitted they have made a mistake with changing the contract without consent and try to blame an unidentified 3rd party...VODACOM must take responsibility for their mistakes and correct it, without cost and inconvenience to the customer, who is now at the mercy of their ******* and *****ulent change to contracts and billing...
This deduction will have to be stopped at the bank so that VODACOM can try and sort this out...
Pathetic and unacceptable service.....pure incompetence from VODACOM
No response again from Alvin Shermon Nicholson <***> who falsely promised to resolve this issue 2 months ago.