LV
L V
1 reviews | Active since Mar 2009
15 Apr 2020, 15:46
Unuathorised unwanted data service subscriptions on my account
I have a huge problem with Vodacom allowing unauthorised and unwanted data service subscriptions on my account. The data service was on a data slave sim and is billed on my primary data account. The data slave is in a 3G mifi device and is NOT IN A PHONE and thus one does not see the SMSs or other messages about subscriptions. Also, it is not possible to send a USSD code or phone the 0800.. number to cancel a subscription. But most of all I DID NOT SUBSCRIBE TO ANY DATA SERVICES !!! The main problem is that Vodacom allows unwanted unconfirmed data service subscriptions and starts billing on my account without me, the client, having an option to confirm the subscription or not. What happened to the "double opt-in" process that was mentioned some time ago?
This is also the last complaint of several over the last few months. These unwanted subscriptions happens every now and then. I requested the customer care consultant to block my numbers for ALL future data service subscriptions. It is completely unacceptable that Vodacom hides behind an answer of "we cannot do that" and still allow unauthorised data service subscriptions to happen. The customer care consultant also said that they now get cases where an SMS is sent to your number and if you do not immediately CANCEL or OPT-OUT by reaction to that SMS then you are subscribed (this is without you even interaction at all from your side!!)
Helpful (0)
Replies (6)0
Replies (6)LV
L V's updateReviewer Update
15 Apr 2020, 16:06I also logged a complaint about this with ICASA and with WASPA.
ICASA said this is outside there jurisdiction and I should contact WASPA (see next post).
WASPA said this is outside there jurisdiction and I should contact the service provider (see 2nd next post).
I HAVE contacted Vodacom and they said they cannot block the data service subscriptions on my numbers and they can do nothing more to protect the client from unwanted unauthorised subscriptions. And now the regulatory bodies ICASA and WASPA also said they can do nothing.
THIS IS ABSOLUTELY CRAZY AND GOING NOWHERE - leaving me the client in a fix.
ICASA said this is outside there jurisdiction and I should contact WASPA (see next post).
WASPA said this is outside there jurisdiction and I should contact the service provider (see 2nd next post).
I HAVE contacted Vodacom and they said they cannot block the data service subscriptions on my numbers and they can do nothing more to protect the client from unwanted unauthorised subscriptions. And now the regulatory bodies ICASA and WASPA also said they can do nothing.
THIS IS ABSOLUTELY CRAZY AND GOING NOWHERE - leaving me the client in a fix.
LV
L V's update15 Apr 2020, 16:06
Reviewer Update
I also logged a complaint about this with ICASA and with WASPA.
ICASA said this is outside there jurisdiction and I should contact WASPA (see next post).
WASPA said this is outside there jurisdiction and I should contact the service provider (see 2nd next post).
I HAVE contacted Vodacom and they said they cannot block the data service subscriptions on my numbers and they can do nothing more to protect the client from unwanted unauthorised subscriptions. And now the regulatory bodies ICASA and WASPA also said they can do nothing.
THIS IS ABSOLUTELY CRAZY AND GOING NOWHERE - leaving me the client in a fix.
ICASA said this is outside there jurisdiction and I should contact WASPA (see next post).
WASPA said this is outside there jurisdiction and I should contact the service provider (see 2nd next post).
I HAVE contacted Vodacom and they said they cannot block the data service subscriptions on my numbers and they can do nothing more to protect the client from unwanted unauthorised subscriptions. And now the regulatory bodies ICASA and WASPA also said they can do nothing.
THIS IS ABSOLUTELY CRAZY AND GOING NOWHERE - leaving me the client in a fix.
LV
L V's updateReviewer Update
15 Apr 2020, 16:11WASPA response:
"""On Wed, Apr 15, 2020 at 3:52 PM Charles Reuvers <***> wrote: Dear Lize van den Heever,
This message serves to confirm receipt by WASPA of your complaint with
reference number 43118.
After investigating this matter, it appears as if your complaint is not
targeted against a member of WASPA, which means that it falls outside of
WASPA's jurisdiction.
The services "PlayInc, MyMuze, WinSports, Baseplay Mastery" are
Vodacom Live/Vodafone Live/Vodacom Charge to Bill and fall outside WASPA's
jurisdiction.
We have unfortunately thus had to close your complaint, but we have also
referred it to our colleagues at the relevant mobile operator. We encourage
you to also contact your service provide directly, using one of the following
web pages as a starting point:
Vodacom: https://help.vodacom.co.za/personal/contactus/
If you have any questions regarding the Code of Conduct or the
complaints procedure, please address your queries to
<***>.
Your sincerely,
WASPA Secretariat
"""
"""On Wed, Apr 15, 2020 at 3:52 PM Charles Reuvers <***> wrote: Dear Lize van den Heever,
This message serves to confirm receipt by WASPA of your complaint with
reference number 43118.
After investigating this matter, it appears as if your complaint is not
targeted against a member of WASPA, which means that it falls outside of
WASPA's jurisdiction.
The services "PlayInc, MyMuze, WinSports, Baseplay Mastery" are
Vodacom Live/Vodafone Live/Vodacom Charge to Bill and fall outside WASPA's
jurisdiction.
We have unfortunately thus had to close your complaint, but we have also
referred it to our colleagues at the relevant mobile operator. We encourage
you to also contact your service provide directly, using one of the following
web pages as a starting point:
Vodacom: https://help.vodacom.co.za/personal/contactus/
If you have any questions regarding the Code of Conduct or the
complaints procedure, please address your queries to
<***>.
Your sincerely,
WASPA Secretariat
"""
LV
L V's update15 Apr 2020, 16:11
Reviewer Update
WASPA response:
"""On Wed, Apr 15, 2020 at 3:52 PM Charles Reuvers <***> wrote: Dear Lize van den Heever,
This message serves to confirm receipt by WASPA of your complaint with
reference number 43118.
After investigating this matter, it appears as if your complaint is not
targeted against a member of WASPA, which means that it falls outside of
WASPA's jurisdiction.
The services "PlayInc, MyMuze, WinSports, Baseplay Mastery" are
Vodacom Live/Vodafone Live/Vodacom Charge to Bill and fall outside WASPA's
jurisdiction.
We have unfortunately thus had to close your complaint, but we have also
referred it to our colleagues at the relevant mobile operator. We encourage
you to also contact your service provide directly, using one of the following
web pages as a starting point:
Vodacom: https://help.vodacom.co.za/personal/contactus/
If you have any questions regarding the Code of Conduct or the
complaints procedure, please address your queries to
<***>.
Your sincerely,
WASPA Secretariat
"""
"""On Wed, Apr 15, 2020 at 3:52 PM Charles Reuvers <***> wrote: Dear Lize van den Heever,
This message serves to confirm receipt by WASPA of your complaint with
reference number 43118.
After investigating this matter, it appears as if your complaint is not
targeted against a member of WASPA, which means that it falls outside of
WASPA's jurisdiction.
The services "PlayInc, MyMuze, WinSports, Baseplay Mastery" are
Vodacom Live/Vodafone Live/Vodacom Charge to Bill and fall outside WASPA's
jurisdiction.
We have unfortunately thus had to close your complaint, but we have also
referred it to our colleagues at the relevant mobile operator. We encourage
you to also contact your service provide directly, using one of the following
web pages as a starting point:
Vodacom: https://help.vodacom.co.za/personal/contactus/
If you have any questions regarding the Code of Conduct or the
complaints procedure, please address your queries to
<***>.
Your sincerely,
WASPA Secretariat
"""
LV
L V's updateReviewer Update
15 Apr 2020, 16:18ICASA response via SMS:
"""
ICASA Complaint Ref: WCP0337/20. Dear Mrs Van den Heever, Please note that your complaint is beyond our jurisdiction, you are advised to contact Wireless Applications Service Provider Association (WASPA) at ***.We will regard this matter as finalised and the case will be closed. Regards, Nditsheni Hangwani"""
"""
ICASA Complaint Ref: WCP0337/20. Dear Mrs Van den Heever, Please note that your complaint is beyond our jurisdiction, you are advised to contact Wireless Applications Service Provider Association (WASPA) at ***.We will regard this matter as finalised and the case will be closed. Regards, Nditsheni Hangwani"""
LV
L V's update15 Apr 2020, 16:18
Reviewer Update
ICASA response via SMS:
"""
ICASA Complaint Ref: WCP0337/20. Dear Mrs Van den Heever, Please note that your complaint is beyond our jurisdiction, you are advised to contact Wireless Applications Service Provider Association (WASPA) at ***.We will regard this matter as finalised and the case will be closed. Regards, Nditsheni Hangwani"""
"""
ICASA Complaint Ref: WCP0337/20. Dear Mrs Van den Heever, Please note that your complaint is beyond our jurisdiction, you are advised to contact Wireless Applications Service Provider Association (WASPA) at ***.We will regard this matter as finalised and the case will be closed. Regards, Nditsheni Hangwani"""
LV
L V's updateReviewer Update
15 Apr 2020, 16:19ICASA can't help.
WASPA can't help.
VODACOM does not want to help.
SNOOKERED !!!!
WASPA can't help.
VODACOM does not want to help.
SNOOKERED !!!!
LV
L V's update15 Apr 2020, 16:19
Reviewer Update
ICASA can't help.
WASPA can't help.
VODACOM does not want to help.
SNOOKERED !!!!
WASPA can't help.
VODACOM does not want to help.
SNOOKERED !!!!
Vodacom's replyOfficial
15 Apr 2020, 17:18 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's reply15 Apr 2020, 17:18
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
LV
L V's updateReviewer Update
21 Apr 2020, 17:21I did log a query with the Vodacom call centre and they credited my account for March, but that is not the complaint. The complaint is not about this specific case and that Vodacom should credit me, but the complaint is about the fact that this has happened AT ALL and that this is not the first time that unwanted and unauthorised data services gets added to my account without me confirming it. I want Vodacom to stop doing/allowing that to happen
AND there are still costs shown on the provisional account for April (which I was told cannot be credited now and I'll have to phone again to reverse the charge after the April invoice).
In the mean time I have logged a second complaint with ICASA notifying them that this is not under WASPA jurisdiction since these data services are from Vodacom directly and they have forwarded the second case to Vodacom for a response within 14 days. So I'll wait and see...
AND there are still costs shown on the provisional account for April (which I was told cannot be credited now and I'll have to phone again to reverse the charge after the April invoice).
In the mean time I have logged a second complaint with ICASA notifying them that this is not under WASPA jurisdiction since these data services are from Vodacom directly and they have forwarded the second case to Vodacom for a response within 14 days. So I'll wait and see...
LV
L V's update21 Apr 2020, 17:21
Reviewer Update
I did log a query with the Vodacom call centre and they credited my account for March, but that is not the complaint. The complaint is not about this specific case and that Vodacom should credit me, but the complaint is about the fact that this has happened AT ALL and that this is not the first time that unwanted and unauthorised data services gets added to my account without me confirming it. I want Vodacom to stop doing/allowing that to happen
AND there are still costs shown on the provisional account for April (which I was told cannot be credited now and I'll have to phone again to reverse the charge after the April invoice).
In the mean time I have logged a second complaint with ICASA notifying them that this is not under WASPA jurisdiction since these data services are from Vodacom directly and they have forwarded the second case to Vodacom for a response within 14 days. So I'll wait and see...
AND there are still costs shown on the provisional account for April (which I was told cannot be credited now and I'll have to phone again to reverse the charge after the April invoice).
In the mean time I have logged a second complaint with ICASA notifying them that this is not under WASPA jurisdiction since these data services are from Vodacom directly and they have forwarded the second case to Vodacom for a response within 14 days. So I'll wait and see...