********* billing practice for data roaming charges

I am quite alarmed at the manner in which this matter has been dealt with. No indication when I can receive feedback after numerous requests, this matter was addressed on the 22nd of December and I was advised by the call centre today that the matter was "closed" as it was under investigation????? Strange way to resolve a dispute...

See mail trail below regarding data roaming charges that is not in line with the correspondence I received while roaming overseas. Proof of the sms's received while roaming in Angola and Brazil was sent to Vodacom (screenshot attachments was sent in below mails), all proof has been provided to substantiate my dispute regarding the data roaming charges while overseas.

My concern for all Vodacom Business customers is the absolute lack of urgency that disputes are dealt with.

Note below:

1. How can a customer be billed R128/MB when an sms confirms that a charge of R17.50/MB applies? 2. How can a client be billed for a roaming event while there is no cell phone coverage as we are flying over the South Atlantic Ocean at the time and cannot use cell phones while in flight? 3. Why does a Vodacom representative give incorrect feedback regarding international roaming charges? (see below) 4. Why does Vodacom delay response on urgent matters and refuse to commit to a specific feedback time. 5. How can there be difference between the information supp****: 2 spreadheets received from Vodacom, difference between billing amounts and event times??? Data amounts on itemized billing and spreadsheets???

I visited North America during March and April for a month and did not have excessive data charges? I visit Brazil for 9 days and data charges is ten fold?

Escalating seems like a useless exercise as management in customer service is only prepared to assist if you have a in depth telephonic debate which lasts 52 minutes! Not sure what the results is as I expect feedback but no one can confirm when they will get feedback from the other department???

All communication between myself and Vodacom below is self explanatory and it is clear that Vodacom will have to answer to below facts!

I have been charged R5385.45 for data roaming which should amount to R1171.43? 4.92MB Angola x R102.40 (as per sms received from Vodacom) proof provided 38.15MB Brazil x R17.50 (as per sms's received from Vodacom) proof provided

Excess amount to be deducted off my account at the end of the month R4214.02 NOT DUE TO VODACOM

MAILS AS FOLLOWS - begin 22 December 2017 ending 12 January 2018 Friday I will be busy with this dispute for a month!

From: ********** ********** Date: Friday, 12 January 2018 at 8:59 AM To: Anita Momberg ********** Subject: RE: EC-0C8O-2VPXYK Re: Re: Re: Re: Re:

Good Day

My apologies for the delay , I will provide feedback once resolved.

Regards Moeriedah Fredericks

-----Original Message----- From: Anita Momberg Sent: Thu Jan 11 16:49:48 GMT+0 ********** To: ********** Subject: Re: EC-0C8O-2VPXYK Re: Re: Re: Re:

Good day

Your feedback is not acceptable, this matter has been outstanding for almost a month!!!!!

I requested an indication of when I can receive finality on this matter.

I have no choice but to have this matter escalated as it is clear that Vodacom has questionable billing practices!

Anita Momberg

> On 11 Jan 2018, at 15:56, ********** wrote: > > Good day > > Please be advised that feedback will be provided once resolved. > > Regards > Moeriedah Fredericks

> -----Original Message----- > From: Anita Momberg > Sent: Thu Jan 11 10:59:30 GMT+0 ********** > To: ********** > Subject: Re: EC-0C8O-2VPXYK Re: Re: Re: > > Good day > > thank you for the response, please confirm when I will receive feedback this matter as it has been dragging for quite some time.

> regards > > From: ********** > Date: Thursday, 11 January 2018 at 10:24 AM > To: Anita Momberg > Subject: RE: EC-0C8O-2VPXYK Re: Re: Re:

> Good Day > > Please be advised that your request escalated to the roaming billshock department for investigation. > > Regards > Moeriedah Fredericks > > -----Original Message----- > From: Anita Momberg > Sent: Wed Jan 10 11:58:03 GMT+0 ********** > To: ********** > Subject: Re: EC-0C8O-2VPXYK Re: Re: > > Good day Lauren > > This is my 3rd request for feedback. > > I received below mail which does not address the contents of my mail. > > I will escalate should I not receive feedback by COB today. > > Regards, > > From: ********** > Date: Wednesday, 10 January 2018 at 9:29 AM > To: Anita Momberg > Subject: RE: EC-0C8O-2VPXYK Re: Re:

> Attribute Name Attribute Value > SR Ref# A8-9PDW-1BUK

> -----Original Message----- > From: Anita Momberg > Sent: Tue Jan 9 11:14:53 GMT+0 ********** > To: ********** > Subject: Re: EC-0C8O-2VPXYK Re: > > Good day Lauren > > I refer to below mail and require feedback urgently! > > Find attached screen shots of sms?s received confirming the data charges when I roamed overseas. > > I find these discrepancies very serious light, I had a discrepancy on data charges previously which had to be refunded in full. > > Also refer to last roaming event, our flight departed at 16:50 see attached flight details, we do not have any coverage in flight, yet an event was recorded at 19:22???????????? > > Also see discrepancies in the data event times received via mail extracted from the roaming report and detailed data usage report? How is this possible??? > > 02 Dec 2017 9:44:01 PM > 02 Dec 2017 9:59:05 PM > 02 Dec 2017 10:06:15 PM > 03 Dec 2017 11:02:52 AM > 03 Dec 2017 11:13:14 AM > 03 Dec 2017 11:27:39 AM > 04 Dec 2017 10:10:17 PM > 05 Dec 2017 8:23:23 PM > 06 Dec 2017 3:52:34 PM > 06 Dec 2017 7:05:05 PM > 06 Dec 2017 10:27:29 PM > 07 Dec 2017 12:05:32 PM > 08 Dec 2017 5:33:48 PM > 09 Dec 2017 3:21:06 AM > 09 Dec 2017 2:20:46 PM > 10 Dec 2017 7:22:45 PM > > 21:44:01 > 11:02:52 > 22:10:17 > 20:23:23 > 15:52:34 > 12:05:32 > 17:33:48 > 03:21:06 > 19:22:45 > > I require feedback on content of my mail. As noted this matter will be referred for audit should I not get sufficient feedback. > > Regards, > > From: Anita Momberg > Date: Monday, 08 January 2018 at 12:18 PM > To: ********** > Subject: Re: EC-0C8O-2VPXYK Re: > > Good day Lauren

> Please be advised that I requested feedback on the 22nd of December only to be advised 2 weeks later that this matter will be referred, I require indication when I can expect feedback. >

> Your urgent response will be appreciated.

> regards

> From: ********** > Date: Tuesday, 02 January 2018 at 3:08 PM > To: Anita Momberg > Subject: RE: EC-0C8O-2VPXYK Re:

> > Good day > > Will be logged to our billing division for further investigation > > Regards > > Lauren Ho Yee

> -----Original Message----- > From: Anita Momberg > Sent: Fri Dec 22 13:31:56 GMT+0 ********** > To: ********** > Subject: Re: EC-0C8O-2VPXYK > > Good day > > I received SMS 's confirming which Network I was roaming on and what the cost per MB is??? > The only network that was in excess of R100/MB was the Angolan carrier which was the first roaming event. > We arrived in Brazil thereafter. > I also do not understand how I am able to roam in flight as our flight departed at 5? > > I will have this matter investigated and audited as this is not acceptable feedback. > > Advise??? > > Anita Momberg > > > On 22 Dec 2017, at 11:15, ********** wrote: > > > > Good day > > > > If you accessed the networks vodacom had agreements with as the standard cost for roaming is R128.00 per megabyte > > > > Regards > > > > Lauren Ho Yee