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Johan B

1 reviews | Active since Oct 2009

13 Nov 2017, 16:51

Unauthorized extra number to my contract

On the 23rd of October 2017 my banking account was debited with an amount of R 149-74. This was totally against the normal arranged date for debits. When I on the 25th inquired about the debit, I was told I took out an additional phone number on my contract. WHICH IS A LOT OF ******* as I do not want or have the use of an additional number. The lady from their call center then informed me to cancel/block this number I must provide Vodacom with an affidavit and some other stuff, which I refused point blank. Since I was informed right at the beginning of my call, that the call is recorded for security purposes and so on. [They can use that as my affidavit. As I am not going to sit in a que and wast my time for an affidavit] I also on the 25th confirmed what was discussed and my objections as well as the fact that I have instructed my bank to return the debit order as "payment stopped" in an e-mail to Vodacom's customer services. On the 29th I received a SMS from Vodacom informing me my account is in arrears with the R 149.74 after which I send the another mail referring to the first mail and the fact that I had no response what so ever on my complaint. I followed up on the 8th of November 2017 when the debit-order for my account, went through for an amount which was +/- R 100 more, than what the amount on my bill was. I also phoned and asked to speak to the most senior person available from Vodacoms Accounts division. I was referred to a gentleman by the name of Jason Wellen and inform him about the fact that I will also instruct my bank to return payment of this debit as Vodacom do not have permission to debit what ever they want. He informed me they will rectify and lodge the correct amount. Which incidentally has not happened until now. everything emailed before as well as the confirmation of out discussion about this problem was again send to this gentleman in an e-mail. It is now almost 3 weeks since I had my first call and e-mail with/to Vodacom about this ******* action on my account and still nothing is resolved.

The fact that I have this contract with Vodacom from when cellphones came to South Africa in 1996 does not mean anything. It make me wonder if it is not true that they are a bunch of fat and happy ********s that ***** their customers money.

0
Replies (3)
Vodacom
Vodacom's reply13 Nov 2017, 17:08
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

Vodacom
Vodacom's reply21 Nov 2017, 14:49
Official

Good day,

As per our telephonic discussion, this query has been resolved.

Regards,
RM

JB
Johan B's update10 Jan 2018, 11:17
Reviewer Update
I am sorry to burst this Vodacom official's bubble , BUT THE PROBLEM IS STILL HAVING REPERCUSSIONS ON MY VODACOM ACCOUNT AND STATEMENTSAND IS STILL NOT SORTED RESOLVED Mr Renzo Maart did phone me back from Vodacom and did confirm the fact that they established that the number was added to my contract **********ly. But this number is still appearing on my statements. But because I refused payment of the two amounts that was presented to my banking account, I was informed that my account was changed by Vodacom from debit order paying account to a cash paying account. Of this change I was not informed in any way by Vodacom. The end result next thing I received a message(SMS) informing me my account is in arrears. When looking into the matter I noticed the fact that no debit order was lodged. Only on Phoning their customer service call center was I informed of the change in respect of payment method. I was then requested to make payment or my service may be suspended, which I did at the Heidelberg Mall Vodashop on the 19th of December 2017. When me and Chantelle the Vodashop consultant looked into my account, I established the ********** telephone number IS STILL appearing on my statement. We decided to continue paying my account by cash every month until we are sure all is sorted as she lodged a service request again to have the number removed from my account and statement. I received a SMS from Vodacom on the 19th December confirming receipt of the service request and again on the 20th confirming the query was closed. Anticipating it has now been sorted out On the 8th of January 2018 my Banking account was presented with a debit order for R 3,339.28 by Vodacom. [ bear in mund my account was changed from debit order paying account to cash paying account by Vodacom without them notifying me, and I have not requested the debit order to be re-instated ] Obviously I refused payment and returned the debit order with answer no authority to debit. On visiting Vodashop and speaking to the manager of the shop Lerato Mavuso it was established the number still is part of my statement and was not resolved as in Vodacom's OFFICIAL BUSINESS REPLY. FURTHER MORE :- THE AMOUNT THEY TRIED TO CLAIM FROM ME INCLUDES A CANCELLATION FEE FOR CLOSING A NUMBER I NEVER APP**** FOR IN THE FIRST PLACE .