UNSATISFACTORY RESPONSE FROM VODACOM - Re Vodafone Live subscription on my Vodacom account.

<p>I received a very dissatisfactory response today via SMS from VODACOM to my review of last week on this same Vodafone Lives Subscription and refund.</p> <p>Following the Review I posted last week on this same issue and a further call to Vodacom Customer Care on the 10th August, I received an SMS on the 11th August at 12:14pm stating that the Vlive (Vodafone Live) subscription had been cancelled. There was no indication made though to the refund request logged too.</p> <p>I therefore put another call to 082 111 on the Friday 11th August and spoke to a very helpful lady Amanda. She confirmed that the Vlive subscription had been cancelled but there was no feedback on the system to the refund request. Amanda went on to log a further refund request.</p> <p>Today I received the very disappointing feedback via SMS from Vodacom to the refund request. The SMS reads,</p> <p> ‘The Vlive subscription has been cancelled’, but then goes on to say ‘The service can only be activated via the handset, regrettably no refund would be applicable.”</p> <p> </p> <p>This is just not acceptable as the facts, via constant calls to 082111 with logged calls and reference numbers, quite clearly points to somebody not cancelling this rogue Vodafone subscription timely as was requested back on the 13 July with a further 4 calls on the 4; 10; 11 and 14 August. There is also a contradiction as to who is at fault for the activation of this Vodafone Live subscription, as a portion of the Vodafone Live billing for July was refunded.</p> <p> </p> <p>The history of all my attempts to cancel this rogue Vodafone Live subscription is as below where I have a Ref. No’s for each call except for the one of the 3 or 4 August.</p> <p>The first call I made was around the 13th July when this Vodafone live amount appeared on my July Bill So Far for the first time of R114.90</p> <p>The helpline consultant logged the call, gave me a Ref No. and assured me they had cancelled the VLIVE subscription. <br />They also logged a refund request and soon after I was notified that a refund of R114.90 had been approved. <br />It was only on receiving my month end July Bill and seeing what the VLIVE amount had increased to, did I realise then that the VLIVE subscription had not been cancelled as requested on the 13 July.</p> <p>The amount had increased to R186.87 a difference of R71.97 versus the refund amount.<br />Concerned I logged onto the My Vodacom App to see my August Bill so far which was a shock. <br />I immediately called 082111 on the 3 or 4 August and spoke to a Neo. <br />He promised me he had logged it again for immediate cancellation and had put in a refund request for the July shortfall and what had accumulated for August to date.<br />He said he just had to check something with the Technical Dept but promised it’s all logged and will call me back that day with feedback from their Tech Dept. <br />NEO never call back or even bothered to log my call. <br />Thankfully when dialling into 082 111 it advises one that all calls are recorded. So it shouldn’t be difficult for Vodacom to verify this call as fielded by NEO on the 3 or 4 August.</p> <p><br />On checking my August Bill so far on the 10th August, the VLIVE billing had now swelled to a massive R329.60 after 10 days into the month.</p> <p>I immediately call 082111 and spoke to both Nozipho and her advisor, James<br />They confirmed that the Vodafone Live subscription and not been cancelled per my 2 previous requests<br />They could verified the call of 13 July and cancellation request but could not advise why it had not been cancelled. They could not find anything logged on the 3 or 4 August with NEO<br />Nozipho proceeded to log the cancellation again and logged a further refund request for both the July shortfall and the August amount to date.<br />The next day 11th August I receive the first SMS from Vodacom advising that that they had successfully deactivated the VLIVE subscription as request. There was no mention of the refund request.<br />I checked my August Bill so far again on the 11th Aug, to see that the VLIVE billing had increased by another day to now R362.66<br />I called Vodacom Customer Care again to query the refund and the increased amount and spoke to Amanda.</p> <p>She logged another refund request for the July shortfall and the new VLIVE amount of the 11th August.<br />Today I received the 2nd SMS advising no refund would be applicable.<br />I called Customer service to query the no refund and spoke to Hlanga.</p> <p>She confirmed that the original request for cancellation of VLIVE was on the 13th July which was not actioned.<br />She proceeded to log a further refund request, emphasising that the cancellation of VLIVE was first requested on the 13th July.</p> <p><br />Although the Vodafone Live policy states that one will always be told what the cost is before purchasing, this certainly never occurred in my case,</p> <p>Even if by hook or ***** I had unwittingly agreed to this subscription, that would have had to have taken place sometime early July for the Vodafone Live billing to reflect on my July Account for the first time.<br />This I picked up on the 13th July when the amount was only at R114.90.<br />If the Vodacom customer care had done their job and cancelled this VLIVE subscription with immediate effect when I called and logged this request on the 13 July, no further billings would have been incurred and this refund dispute of R71.97 for July and R362.66 for August would not be happening. </p>