Un-authorised Charges on my Account NA142648-3

<p>I usually received a R45 bill for content services in Monthly bill and didnt question it because I thought it was part of my package. (This was never explained to me) I also purchased pre-paid data to top up my account so R45 fell under the raidar. </p> <p> </p> <p>For the last two months I didnt purchase data so I enquired as to why my account was sitting at R490 instead of the contracted R350. I picked up that I had been charged R140 for content services in June. Remembering that this used to cost me R45, I looked further into it and saw it was a R7 a day and R5 a day service I was being charged for. The names of the services are Go 4 Star and Infobit. </p> <p> </p> <p>I phoned Vodacom on the 17th August to query this (Ref ********** 18) and spoke to a Desiree. I said that I wanted the content services stopped and to be refunded for the charges as I have never authorised it. Desiree confirmed that the content services had been stopped and that soomeone would phone me back within 7 days around the charges.</p> <p> </p> <p>By the 24th of August, noone had phoned me back so I phoned Vodacom AGAIN. I spoke to an Annelise who sent me through to Thando in the Solutions team. Thando confirmed that the content services had been stopped but could not confirm if my charges would be refunded. He confirmed he would phone me back within 48 hours.</p> <p> </p> <p>By today (29 August) noone had phoned me back so I phone Vodacom again. This time I ask to be put straight through to solutions and didnt take down the name of the consultant. The consultant said that Content services had been stopped but that Vodacom cannot refund me for the charges as an external company charges them these fees. She gave me the number for the two companies to phone and enquire about the matters. ********** and Infobit ********** . </p> <p> </p> <p>I complained that there is something very wrong with this as I hold a contract with Vodacom and not with these two companies. How can my bill include charges for something I never authorised and how can Vodacom expect me to resolve the matter? I said that I would phone them and would raise the matter further if there is no resolution.</p> <p> </p> <p>I phoned both numbers and suprise, both numbers are just ringing. I am raising this matter as a very dissatissfied customer and want to give Vodacom the opportunity to resolve the matter before I take it to the Ombudsman for vodacom not meeting various regulatory requirements:</p> <p>TCF: Vodacom is not following TCF regulations where a customer is given fulldetails of their account and is not given proper feedback in terms of queries raised. Expecting me to follow up on charges on my Vodacom account</p> <p>NCA: You have not clearly articulated the charges being charged to me in my invoices and have charged me for something that I didnt sign for in my contract. </p> <p> </p> <p>Please come back to me with solutions and not excuses</p>