upgrade contracts

*MY FIRST INQUIRY TO VODACOM CLIENT SERVICE BY PHONE 0N 11/06/2020 6/11/2020 18:24 *** Your query has been escalated to one of our Solution Experts. Your ref number is: *** Visit www.vodacom.co.za/app from your phone. Thank you, Vodacom <Service RequestOwner Group >

*AFTER APPROXIMATE TWO DAYS LATER I RECEIVED A CALL AND EXPLAINED THAT I DID NOT REQUESTED A UPGRADE ON MY DATA BUNDEL AS I ONLY USED IT IN TIME WHEN I USE MY LAPTOP ON DEPLOYMENTS AND I MENTIONEND THAT I UPGRADED 2 PHONES MY OWN AND MY SONS PHONE BECAUSE WE WERE DUE FOR UPGRADE AND THAT THE BUNDELS MUST STAY THE SAME AND ONLY THE PHONES ON CONTRACT TO BE UPGRADED. I THEN WAIT FOR APPROCIMATE 4 DAYS TILL I GOT FEEDBACK FROM VODACOM CLIENT SERVICE THAT THEY CANT FIX ACCOUNT AND THINK THAT I MUST TRANSFER MY AIRTIME TO DATA ( HOW CAN U CHANGE AIRTIME TO DATA ON A WIFI ****LE) AND IT TOOK ME NEARLY A HOLE MONTH IN TOTAL TO TRY AND SORT OUT MY ACCOUNT BY EXPLAINING TO VODACOM CLIENT SERVICE OVER AND OVER. THEN I DECIDED TO GO TO THE CENTURION VODACOM BRANCH AND SPOKE TO ONE OF THE CLIENT SERVICE PERSONNEL

*ON 04/07/2020 MY ENQUIRY AT CENTURION VODACOM BRANCH AFTER I EXPLAINED TO THE BRANCH MANAGER

Klient was vandag hier by my gewees in verband met upgrades wat deur online gedoen was in Feb 2020

Die klient het in Junie maand die dispute en daar was n SR gelog, wat closed is met die resolution (Client received a device with the upgrade K*** & it’s over 14days. Upgrade can’t be reversed.)

Net vinnig op gesom. Online het die klient gebel oor sy nommers wat due was vir upgrade, die klient het toe in gestem om die volgende nommers te upgrade: • *** • *** Albei met Huawei P30 Pro

Online het toe gegaan en die volgende gedoen: • *** – No device geprocess • *** – P30 Pro geprocess • *** – P30 Pro geprocess ( die was n 2GB DATA lyn)

Die klient het dit toe agter gekom, toe hy die router wou gebruik het dat daar nie data op is nie, en toe aan gevra vir usage om te sien, dus het hy agter gekom dat Online die upgrades verkeerd gedoen het.

Al wat die klient wil he, is dat die volgende upgrades reversed moet word en reg geprocess moet word: • *** – P30 Pro op Flexi 175 ( WRONG AGAIN WAS ALREADY ON FLEXI UCHOOSE 230 JUST SUPPOSED TO BE PHONE UPGRADE) • *** – 2GB (old package) moet glad nie weer geupgrade word nie

Op die stadium betaal die klient vir n extra Flexi package wat hy nie kan gebruik nie, en hy gebruik dus die data wat altyd op daai ****rak gekom het. Ek het weer die SR gelogg, maar is daar enige kans wat ons die kan escalate van ons kant af, die klient is regte moedeloos en wil net graag die reg gestel he?

*FEEDBACK ON 13/07/2020 Goeie Dag Mnr,

Hier is die feedback van Vodacom af, ek het nou vir hulle reply en gese dat Mnr nie baie gelukkig is nie.

Please see response from our support team:

Good day,

Please see feedback below from Retentions.

Client received a device with the upgrade K*** & its over 14days. Upgrade cant be reversed. Lockdown was end of March,client received K*** for cell:*** early Feb.We cant reverse it! *(WRONG AGAIN I UPGRADED ON LINE FOR PHONES ONLY ON CELL NUMBERS *** AND *** ) I think the best option, customer must convert airtime to data. *(ONCE AGAIN “ I THINK”) SR closed from our end.

*FEEDBACK ON 13/07/2020

Goeie Dag Mnr.

Hulle het na die recording gaan luister, en dit is hulle feedback. *THIS UCHOOSE FLEXI 230 PACKAGE UPGRADE HAS NOTHING TO DO WITH THE PHONE UPGRADE IN FEBRUARY 2020 *”WRONG AGAIN” INVESTIGATION ON CONTRACT!!!!!!!!!!! *I ONLY UPGRADED ON PHONES ONLY *NOW WHERE DID THEY END UP ON PACKAGE UPGRADE!!!!!!!!! *I UPGRADED MY PHONE AND MY SONS PHONE ON LINE ON THE SAME DATE AND NOT SEPARATE A MONTH LATER OF EACH OTHER * BOTH PHONES WAS DELIVERD TO ME ON THE SAME DATE *WHY DON’T GO AND INVESTIGATE WHEN THE PHONES WAS DELIVERD TO ME *ONCE AGAIN INFORMATION WAS WRONG!!!!!!!!!!!!!

*** AFTER ALL THIS NONSENS OF EXPLAINING AND COMPLAINING OVER AND OVER I DESIDED TO PAY THE AMOUNT OF R2 757.65 WITCH I WAS INFORMED THAT “””THANK YOU FOR MAKING PAYMENT ON YOUR VODACOM ACCOUNT. IF YOUR SERVICE WERE INTERRUPTED, NOTE THAT YOUR LINE WILL BE UNLOCKED WITHIN THE NEXT 2-5 HOURS””””

“NOW LET’S MAKE A SUMMARY OF ALL PAYMENTS MADE” ON PREVIOUS CONTRACT 31/12/2019 PAYMENT R1 943.79 BY DEBIT ORDER 31/01/2020 PAYMENT R1 949.60 BY DEBIT ORDER INCREASED BY R5.81 UPGRADE 2 PHONES *** & ***) ON 06/02/2020 28/02/2020 PAYMENT R2 003.80 BY DEBIT ORDER INCREASED BY R54.20 31/03/2020 PAYMENT R2 619.31 BY DEBIT ORDER INCREASED BY R615.51 30/04/2020 PAYMENT R2 608.79 BY DEBIT ORDER DECREASED BY R10.52 29/05/2020 PAYMENT R2 349.44 BY DEBIT ORDER DECREASED BY R259.35 30/06/2020 PAYMENT R3 162.64 BY DEBIT ORDER INCREASED BY R813.20 31/07/2020 PAYMENT R2 757.65 BY DEBIT ORDER DECREASED BY R404.99 ON 05/08/2020 I REVERSED PAYMENT OF R2 757.65 AND CANCELED THE DEBIT ORDER ON MY BANK ACCOUNT FOR THE REASON THAT I CAN NOT USE MY DATA BUNDEL ON MY WIFI ****LE OF 2GIG DATA LINE ON *** (“WITCH I DID NOT ASK FOR TO BE UGRADED TO UCHOOSE FLEXI 175 WITH THE P30 PHONE”AND THAT THE UPGRADE ON THE PHONES WAS INCORRECT AS I EXPLAINED OVER AND OVER!!!!!!!!!!!!!!!!!!!!!! ON 17/08/2020 AFTER I STRUGGELED AND COMPLAINED THREW MY EARS AND NOTHING WAS FIXED I DECIDED TO DO THE PAYMENT OF R2 757.65 WITCH I REVERSED ON 05/08/2020 ON 03/09/2020 MADE A PAYMENT OF R2 178.00 AS ON MY ACCOUNT STATEMENT OF R2 177.36 A DECREASE OF R579.65 ON PREVIOUS STATEMENT ON 31/07/2020 02/10/2020 MADE PAYMENT OF R2 710.00 AS ON MY ACCOUNT STAMENT OF R2 707.47 03/11/2020 MADE PAYMENT OF R2 710.00 FOR MY ACCOUNT STATEMENT WAS R5 395.04 A WOPPING AMOUNT INCREASE OF R2 685.04!!!!!!!!!!!!!!!!!!!!!!!!! 04/12/2020 MADE PAYMENT OF R2 710.00 FOR MY ACCOUNT STATEMENT WAS R5 292.62 A WOPPING AMOUNT INCREASE OF R2 582.62!!!!!!!!!!!!!!!!!!!!!!!!! NOW MY QUESTION WILL BE TO VODACOM (PTY) LTD:

WHAT IN THE HELL IS GOING ON WITH MY CONTRACT IT SEEM LIKE NO BODY GIVE A **** AS LONG AS THEY CAN MAKE MONEY OUT OF NOTHING FROM ME

PLEASE VODACOM (PTY) LTD EXPLAIN IT TO ME!!!!!!!!!!!!!!!!!!!!!!!!!!!!