cP
candice P
1 reviews | Active since Jan 2018
30 Jan 2018, 12:24
Unauthorised Subscriptions
At the beginning of January I noticed subscription services charged to my bill. I phoned Vodacom to complain & Dispute these charges, it was eventually sorted & a credit received. I was advised by Customer service rep to sms "STOP OUT" to 31050 to ensure that I didn't have any subscriptions going through on my account - I did so this morning (30 Jan) at 10.47 and received back the YOUR ARE NOT CURRENTLY SUBSCRIBED TO ANY WASP SERVICES... I logged onto My Vodacom & viewed my bill (to see if last months credit has been passed) and there on my bill are VODAFONE LIVE CHARGES as well as CONTENT SERVICES aka SUBSCRIPTIONS!! At 10.47 this morning I had no subscriptions, yet today when I phoned Vodacom I was told that I had signed up for above subscriptions YESTERDAY...I had done no such thing I have been billed (provisionally) R554.86 for subscription services added yesterday. Bearing in mind this morning I had ZERO subscriptions. The call agent today's feedback was "don't subscribe to services & then you will have to wait for the bill to be closed then lodge a complain for it to be reversed & it will be looked into & you should actually be doing the *113# entry to make sure that all are cancelled (this wasn't communicated to me last month)"
*According to WASPA, when a consumer requests to use a WASP service the request is sent through to the network operator, which then sends its own opt-in message to the consumer.
The consumer must then reply with an acceptance message to subscribe, after which the WASP offering the service is notified of the consumer’s confirmation, allowing the WASP to deliver the service as requested.
Vodacom, MTN, Cell C and Telkom require a double opt-in for subscription services.
I have received none of these OPT IN messages from Vodacom, the amounts are just billed to my account & then the onus is on me to get the transactions reversed. How are these subscriptions just billed to the account & then I have to dispute?? My previous credit was a "ONCE OFF GOODWILL GESTURE" - what about these latest charges? will the goodwill extend to them as well? My previous query reference is 1- ********** **********
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Replies (6)0
Replies (6)
Vodacom's replyOfficial
30 Jan 2018, 13:22Dear 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
Best regards,
Vodacom's reply30 Jan 2018, 13:22
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
Best regards,
cP
candice P's updateReviewer Update
02 Feb 2018, 13:331- ********** **********
I received an sms to say as I have already received a once off goodwill gesture, and will therefore not be assisted with this again.
This is totally unacceptable to me, in no way, shape or form have I agreed to subscribe to any of these subscriptions that VODAFONE LIVE collect on behalf of all these people?
My contract is with Vodacom, where have I given Vodacom the authority to collect any funds for any supplier from my account?
Vodacom is merrily collecting funds from its subscribers & being complicit in the blatant thievery with all these WASP services, then turning around and blaming their own clients as ********, dishonest & generally stupid when a client phones to complain about these exorbitant charges.
I have stated to numerous call centre staff that I have ZERO subscriptions, they themselves have confirmed this, yet I have been billed for a subscription. Now when I complain about it, I get the standard "goodwill gesture" response as well as the "well you shouldn't be subscribing to these services" response
YOU PEOPLE YOURSELVES CONFIRMED I HAVENT SUBSCRIBED!
I have never before had such bad service & issues with Vodacom - and I have been a loyal customer for 19 years...shows what loyalty gets you, absolutely nothing except the middle finger
cP
candice P's update02 Feb 2018, 13:33
Reviewer Update
1- ********** **********
I received an sms to say as I have already received a once off goodwill gesture, and will therefore not be assisted with this again.
This is totally unacceptable to me, in no way, shape or form have I agreed to subscribe to any of these subscriptions that VODAFONE LIVE collect on behalf of all these people?
My contract is with Vodacom, where have I given Vodacom the authority to collect any funds for any supplier from my account?
Vodacom is merrily collecting funds from its subscribers & being complicit in the blatant thievery with all these WASP services, then turning around and blaming their own clients as ********, dishonest & generally stupid when a client phones to complain about these exorbitant charges.
I have stated to numerous call centre staff that I have ZERO subscriptions, they themselves have confirmed this, yet I have been billed for a subscription. Now when I complain about it, I get the standard "goodwill gesture" response as well as the "well you shouldn't be subscribing to these services" response
YOU PEOPLE YOURSELVES CONFIRMED I HAVENT SUBSCRIBED!
I have never before had such bad service & issues with Vodacom - and I have been a loyal customer for 19 years...shows what loyalty gets you, absolutely nothing except the middle finger
Vodacom's replyOfficial
05 Feb 2018, 18:04Dear Candice,
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologise for the inconvenience caused. We thank you for bringing the matter to our attention.
Please note that all subscriptions have cancelled and credits have been processed on the account.
Regards,
Vodacom Consumer Website Team
Best regards,
Vodacom's reply05 Feb 2018, 18:04
Official
Dear Candice,
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us and we do apologise for the inconvenience caused. We thank you for bringing the matter to our attention.
Please note that all subscriptions have cancelled and credits have been processed on the account.
Regards,
Vodacom Consumer Website Team
Best regards,
cP
candice P's updateReviewer Update
06 Feb 2018, 09:17The credit that was given was for the "once off goodwill gesture" as mentioned in my original post.
I am not disputing that credit, or that issue - that was RESOLVED
I am disputing the fact that subscriptions were once again charged & ONCE AGAIN I HAVE BEEN BILLED!!!!
Today I phoned the call centre - there was a new subscription on my account - added at 8.20 (WHILE I WAS STUCK IN TRAFFIC - NOT TOUCHING MY PHONE)
NO credit has been passed for the January wasp services incorrectly billed onto my account
The only credit on my account is for THE ORIGINAL NOV/DEC Wasp services
cP
candice P's update06 Feb 2018, 09:17
Reviewer Update
The credit that was given was for the "once off goodwill gesture" as mentioned in my original post.
I am not disputing that credit, or that issue - that was RESOLVED
I am disputing the fact that subscriptions were once again charged & ONCE AGAIN I HAVE BEEN BILLED!!!!
Today I phoned the call centre - there was a new subscription on my account - added at 8.20 (WHILE I WAS STUCK IN TRAFFIC - NOT TOUCHING MY PHONE)
NO credit has been passed for the January wasp services incorrectly billed onto my account
The only credit on my account is for THE ORIGINAL NOV/DEC Wasp services
cP
candice P's updateReviewer Update
08 Feb 2018, 14:22This becoming tiresome. I have explained this repeatedly. The system says no subscriptions. But there are billings for them. Today I now get this sms.
Dear customer; please note that our records indicate that a once off gesture of goodwill was processed on your Vodacom account for the amount of R733.06 on 2018-01-22 for the Vlive charges, please note that no further credits are due as the charges are accurate and correct, kindly refer to your monthly invoices and statements. Kindly note that the Vlive subscriptions have already been cancelled. Reminder: the VLIVE subscriptions are activated/initiated from your device and sim. In future to manage VLIVE subscriptions, open internet browser and go to live.vodafone.com and Select the option (3stripes) icon, Select My Account, and then Select My Subscriptions. We trust that everything is in order, Thank You.
My question is if Vodacom tells me there are no subscriptions and I myself check no subscriptions why the charge? I'm not asking for charity or gestures of goodwill I am only asking to be billed what is correct
cP
candice P's update08 Feb 2018, 14:22
Reviewer Update
This becoming tiresome. I have explained this repeatedly. The system says no subscriptions. But there are billings for them. Today I now get this sms.
Dear customer; please note that our records indicate that a once off gesture of goodwill was processed on your Vodacom account for the amount of R733.06 on 2018-01-22 for the Vlive charges, please note that no further credits are due as the charges are accurate and correct, kindly refer to your monthly invoices and statements. Kindly note that the Vlive subscriptions have already been cancelled. Reminder: the VLIVE subscriptions are activated/initiated from your device and sim. In future to manage VLIVE subscriptions, open internet browser and go to live.vodafone.com and Select the option (3stripes) icon, Select My Account, and then Select My Subscriptions. We trust that everything is in order, Thank You.
My question is if Vodacom tells me there are no subscriptions and I myself check no subscriptions why the charge? I'm not asking for charity or gestures of goodwill I am only asking to be billed what is correct
cP
candice P's updateReviewer Update
13 Feb 2018, 11:495 DAYS LATER STILL NO REPLY FROM VODACOM
cP
candice P's update13 Feb 2018, 11:49
Reviewer Update
5 DAYS LATER STILL NO REPLY FROM VODACOM