Unthoughtful during COVID - Billing shamelessly

Vodacom is a big company that has been running for many many many years and I'm sure that I am not the first customer with kids with a horror story to tell about Vodacom billing. I woke today to a bill of R2700 and I only have a monthly contract of R308 with them. The phone in question is used by a 9 year old who during the lockdown decided to test out the dial strings that are sent to upload more data when you run out. Every company running a business should have a customer centric attitude. Where are your processes that check when something drastic changes on a customer's account? Example: A certain bank knew that I was not overseas and as soon as they detected that my card was being used somewhere in America, they immediately called me to ask if I was not in the country and when I confirmed that I was in the country they immediately blocked my account. CUSTOMER CENTRICITY AS IT'S BEST!

Now I would like to know from Vodacom, why can't you implement some sort of process like that? I would have appreciated a courtesy call from you to say: "This does not look like your normal data consumption, can we put you on a plan that will cost you less?" No, instead I wake up to a DO of R2700. Now I ask as a customer who is affected by COVID, what do I do now? Will Vodacom give me back the money and we work out a payment plan as I cannot afford to be out even R50, never mind R2700.

To top it off all that data will expire without being used(30 Day expiry) and I have paid R2700 for it. If it expired without me using it, then I shouldn't have to pay for it. When one buys data on the same day, the call centre agent confirmed that Vodacom expires the data you had previously requested. Totally unfair as the data was not used but I was billed for it.

I am taking this matter to the ombud as I believe this is day light *******. These are ill gotten gains and Vodacom shouldn't profit from it, similarly as my son did not use the data.

I cannot wait for this contract to expire as Vodacom will draw me in future, NO MORE! While other companies are giving customers relief, Vodacom is out here being a bloodsucker -> Always heard the bad reviews, now I have a story to tell...…. SAD REALLY!!!!!!!!!

Antone that will read this, remember that during this period of uncer*****y, Vodacom capitalized on consumers that were going through a tough time. Nobody in their right mind would buy data worth R2700 and have unlimited fibre at home. There is a gap in process and it's glaring and shameless:(

#BringBackMyMoney

Cindy ***