Unresolved complaint

Dear CEO Voadacom

My name is Charles Jansen Cell no. ********** 971 residing at the above address.I have been with Vodacom for over 20 years,and has never experienced problems with them in the past.

I have always renewed my contract in Century City Cape Town every two years.4 years ago I went to the store in Vangate Mall Cape Town to renew my contract,on the 1st of April 2018 my cellphone was ******.I went to the store to blacklist my cellphone.After that I ask the consultant when am I due for an upgrade and I was told the 01/05/2018.Then I asked him if he could do an upgrade today(02/04/2018) as I need a cellphone desperately as I use my phone for my bakery business as well,and I was told yes.I then ask him I could have the same contract as the one I had,then he told me it will cost me R250.00 more to have that same contract.I told him I'm not prepared to pay R250.00 more outright for the same contract which consist of 200free sms.75anytime free minutes&250mb data per month.Then I ask him what have you got to offer me?He then offered me a Samsung J5 Pro which consists of R165.00 airtime any minutes no sms & no data.Then I told him most of my customers communicate with me via sms,Then he told me people don't use smses anymore,then I told him if they don't I still do.I then told him I'm not happy with the contract he offered me,but I am desperate for a phone because I can not do without a phone for my business.

I then ask him how much do they charge per minute on the new contract and his answer to me was R1.90 a minute, then I worked it out +-85 free anytime minutes.I then repeated to him that I am not happy with the contract.Though I was not happy with the contract I put pen to paper cause I was desperate.

Some Agent then phoned me from Vodacom and offered me a deal on the Wi-Fi router with 5 gigabyte data every month for R159.00 a month.I took the contract but up until this day I cannot transfer the data to my phone.My phone was successfully blacklisted and issued me the document stating that my cellphone has been successfully blacklisted.

5 days later my wife got some rude & crude messages from my whatsup of my blacklisted phone.I then phone Vodacom customer care to complain about the rude messages coming from my phone after I blacklisted it.I was told there's is nothing Vodacom can do about it.I then told the consultant I have a contract with Vodacom how come they cannot stop this after I blacklisted my phone.she then re iterated there is nothing they can do about it.I then sent those people a whatsup message from my wife's phone and asked them please not to use my whatsup,but the abuse and rudeness continued unabated.I then phoned Vodacom customer care again the next day to complain about the abuse towards my wife.

Now Sir I want you to know my wife had a stroke on the 22/06/2016 and she was yelling and scolding at me cause she thought it's me.I had to prove and gave my phone to her to check how & behold the profile pic of abusers came up,cause I could not use my whatsup they fooling around with my whatsup on my phone. However i decided to buy me a whatsup bundle of R109.00 at the shop.I tried to load the data onto my phone but declined.I then phoned Vodacom again to ask them why my phone doesn't accept the voucher.I then got told I can only buy a bundle through Vodacom.I

tried taking the voucher back to the dealership and the decline to take it back#ONCE AGAIN A LOSER#.I then took a Vodacom bundle on the 18/04/2018.I phoned vodacom again to complain about the contract i was offered and all the problems that goes with it and unhappy i am with the level of service I received from Vodacom.I want to cancel my contract and want nothing to do with Vodacom.She then ask me what is the primary reason I want to cancel my contract with immediate effect.I then told her about the sms and the data i used to get on my previous contract and the abuse ontowards my wife.Low and behold she told my phone was never blacklisted she will now blacklist my phone and I should be getting an sms on my phone with a ref no.Now sir I never received that message 1st time I blacklisted my phoned,again I was **** to for the 3rd time.She then told me she will find out about the data and call me back.

1 hour later she phoned me back I have got her name,and told me they have dicided to give me 2gigabyte freeevery month×24.I then told her if they can do that then I would be a happy customer again.She then assured me that she will load me 2gigabyte and let me know in a hours time.I then felt it is now WORTH it to continue with my contract.2 Hours later she phoned me back and told me she cannot load the 2gb data because in the middle of the month but she will definitely do it on the 01/05/18 I said to her it is ok I will wait until 01/05/2018.

On the 01/05/2018 I used my whatsup as usual and communicate with my friends&family.On the 06/05/2018 I tried making calls to my customers and i couldn't,I tried nd tried again again.i then phoned Vodacom again to find out why I cannot make any calls I was then told I don't have anymore airtime coz Vodacom is charging me R1.90 per sec I then went ballistic coz that is not what the consultant told me before I signed the contract.*ANOTHER lie* I then asked him to ask his superior to phone and escalate my complain,he said yes but never did*another lie*.coz no one phoned for days.I then phoned Vodacom again I then asked to speak to supervised or team leader I got told she is in a meeting,I left my details and ask the agent to ask that person to phone me.I got a call from a team leader name known.I wrote it down 3rd team leader in speaking to i then explain the problem to him regards to my airtime and the R1.90 sec charges he then assured me he find out and let me know the next day by 10 am haven't heard anything from him again #ANOTHER LIE#.I phoned Vodacom again after 3 days and ask for a team leader or superior by this time I was angry and frustrated and livid with Vodacom for not resolving my complaint.Everybosy I spoken to are ducking and diving running away from the problem instead of finding a solution to my complaint.I stil don't have airtime to conduct my business like I always Did,losing money on a daily basis.She then requested me to go back to the store where I bought the phone.I then ask her to load me airtime for R200 so that I can continue doing my business with my customers I was assured she will do it in 5 minutes I still thanked her for that and in the same breath told her I will be going to the Vodacom store I bought the phone.I am stok waiting for airtime .#ANOTHER LIE#.The next day I went to the Vodacom shop to try and find out what is wrong with my contract,just checking if the airtime has been loaded still nothing.At this point I felt like a bomb ready to explode by now it has been exactly 1 month and 15 days in trying to sort out the issues.On the 17th of May as I entered the shop I requested to speak to the agent who sold me the contract.After waiting for 20 min i was accomadated i then ask why he told me Vodacom is charging me R1.90c per min but the team leader at Vodacom customer care told R1.90 per sec.After much deliberation and no solution to the complaint I ask him if I could speak to the manager this is after 1 hour deliberating about the problem with no solution in sight.When the manager arrived consultant did all the explanations and the manager said consultant is right without hearing my complaint.I then decided to make a call again to Vodacom customer care I ended up in Middleburg and then put my phone on speaker so that they can hear what the person is saying on the other side of the line.I then requested to speak to the supervisor or team leader after waiting 15 min the team leader introduced himself.I then explained all the above mentioned to him,he told me the consultant don't know his job and gave me the wrong information when he sold me the contract.I asked him to speak to the consultant and he told him exactly what he told me.I could clearly hear wht he was saying coz my phone was on speaker.The consultant immediately handed the phone to his manager who had a conversation with the team leader of vodacom customer care after their conversation manager handed the phone back to me.The team leader then told I must just hold his goin to find out about the airtime and the 2gb data the leader promised me that Vodacom will reverse all my airtime charges and install my time that disappeared on the 6/05/18 and will assure me with 2gb data every month times 24months and still thanked him for finding a solution to all my complaints.I then hand the phone back to the manager and wanted him to tell the manager what he told me.He told him and the manager wrote on my contract. I distinctively told the team leader I am going to a funeral in saldanah bay which is a 208km trip return and would not want to hit the road without airtime just in case something happen then I have no airtime.He promised me again don't worry I will do it in 1 hour. I then thanked him for resolving the dispute and I will be a happy customer again#AGAIN ANOTHER LIE # I went to saldanah bay without airtime.Now sir what would have happened if I was in an accident with my wife who is wheel chair bound and don't have airtime. I shudder to think.

On Monday 19/05/18 i phoned vodacom customer care again and enquire about the airtime i ordered and promises the team leader made(name I have ) Is was told by this new teamleader(name I also know)that he will investigate and come back to me.#ANOTHER LIE#. Still waiting for a reply I then decided to expose Vodacom on Help Peter and again I couldn't access my internet.(NO AIRTIME).I then decided to speak to my son after explaining everything to him to publish the article in the daily sun.He then advised me to go back to a Vodacom store in century city and see if they can't resolve my issues.If not then action will be taken against Vodacom.I went to the Vodacom store 28/05/18 according to their records there is no 2gb data loaded on my phone but then I showed 2gb was promised but only 1gb was issued on 08/05/2018.I asked him about the airtime then he shows me my airtime was taken while using whatsup.I told him I was promised the data on the 1st of Maythen he showed me it was only loaded on the 08/05/18.

Sir I have been through hell and back with Vodacom and all the lies that was told to me.Evertime I phoned I hear this call is recorded for security purposes and I asked to please listen to the voice recorder about all these conversations I had with the Vodacom customer care consultants and team leaders and I have all their names.It is just a pity every time I phone I never get to speak to the same person, that is why it is so difficult for me to believe.

I ASK TO PLEASE RE IMBURSE OR REVERSE ALL MY AIRTIME THAT WAS ****** AND RE INSTATE THE 2GB FOR 24 MONTHS TO RESTORE MY CONFIDENCE IN VODACOM?

Sir if this is not restored I promise you I am forced to go to plan b, this is not a threat but a request.

SO MR. CEO OF VODACOM

1. I have lost business to the tune of R6500.00

2. My landline escalated from R350.00 a month to R1350.00 because of all the cellphone calls i had to make to my clients and customers from my landline.

3. I could not whatsapp up nor can I make phone calls from my cell phone as a result of vodacom's negligence and incompetence and all the lies that goes with that.

4. I am asking u as the CEO to consider my request for compensation or I am going to take legal action against Vodacom.

5. I therefore afford you as the CEO of vodacom the opportunity to compensate me or face legal action.

6. This is not a demand Sir it is a request.

9. HOPING YOU QILL RESPOND WITHIN 5 DAYS

PLEASE CONSIDER MY REQUEST AND HOPING TO HEAR FROM YOU AS SOON AS POSSIBLE

Thanking you in anticipation

C.N.JANSEN( ********** 971)