Hellopeter
Share Your Experience
MC
Mpumelelo C

1 reviews | Active since Mar 2013

16 Jul 2019, 15:04

Unresolved ***** Dispute (********** Upgrade against Account)!

On the 6 June 2019, I lodged a formal dispute with Vodacom for ********** upgrades that had been processed against my account.

Two new numbers were added to my account without my knowledge or authorisation. Two upgrades were processed and approved without my knowledge or authorisation. Connection/upgrade fees of R169.72 and R254.27 were debited against my bank account on 21/05/2019.

The only valid contracts I have with Vodacom are for 110.00 per month for two lines (each one is R110 and it is a sim only contract for data bundles).

On 11/06/2019, Vodacom acknowledged receipt of my dispute and issued a reference number: EC-1R6B-2ILCIH and advised that once all documentation was received, the process would take 14 days. The email was from ***

On 12/06/2019, Voodacom acknowledged receipt of all required documentation and advised that they would investigate and provide feedback within 7 - 14 working days. The email was signed off by Thabo (no surname). It was from ***

On 01/07/2019, Vodacom ran a debit order for R2 211.99, instead of the usual R220.00 despite confirming that there is an ongoing ***** investigation on my account.

On 11/07/2019, Vodacom sent me an invoices totaling R2 211.99. This includes the ********** activity. The debit order will run on 01/08/2019.

To date (16/07/2019), Vodacom has not provided any feedback on this matter despite their self-imposed turnaround time of 7 - 14 working days. Numerous emails to their *** and *** addresses go unanswered. Calls to their number, ***, go unanswered as the line is permanently engaged. The ordinary customer care line/call centre is unable to assist and they simply direct me back to these email addresses and landline number. Visits to their branches prove unsuccessful as they too refer me to the ***** unit.

I cannot wait for Vodacom to close this case, refund me my money and for me to cancel my account/contracts with them. I have been a loyal customer since 2012 and have made all my payments on time. It is a shame that when I needed them most, they have been unwilling to assist.

I am unwilling to reverse the debit orders because I fear being blacklisted by Vodacom for non-payment.

If anyone knows what I can do to help resolve this matter, I would be so grateful.

Mpumelelo Cele

0
Replies (3)
Vodacom
Vodacom's reply16 Jul 2019, 15:51
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 reply24 Jul 2019, 10:45
Official
Dear Customer, 
 
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation. 
 
As per discussion, query has now been resolved. 
 
Regards 
 
Consumer Website Team 
MC
Mpumelelo C's update01 Oct 2019, 09:19
Reviewer Update
I would like to confirm that despite Vodacom stating that the matter has now been resolved, this is not the case. On 1 September 2019, Vodacom ran a debit order for R16000 in connection with these ********** upgrades. I immediately reversed the debit order and emailed their ***** Disputes division once more. And yet again, I got no reply and their contact number continues to go unanswered. Today (1 October 2019), Vodacom again attempted to debit my account for R16000. I do not know what to do. I just hope that they do not blacklist me for reversing these debit orders as I simply cannot afford to pay R16000 for upgrades which were done **********ly. I am yet to receive communication from Vodacom's ***** Disputes department outlining the outcome of their investigation.