Upgrade processed to wrong number

Arlene SR Woods 7 Welman Avenue Newclare 2093 Gauteng

14 June 2018

Vodacom Upgrades

RE: Upgrade done and processed onto wrong number – Account QV353493

• At 8am on 7th March 2018, I completed an upgrade request online to upgrade my LG G4 on line # ********** to a Samsung S9 • • • By the following day the delivery was done. I do not have a copy of the delivery note on hand, but assumed all was in order as the number ********** 101 was stated on the delivery note • On Friday the 30th March I purchased 1gig of data for my HomeWiFi line, ********** 499 and when I tried to use it on Saturday 31st March it had no balance. I immediately called the Vodacom customer service, and after been transferred from one department to another it was established that the upgrade which should have been done on line ********** 101 was processed on my Homewifi line ********** 499. I eventually spoke to a man TREVIT who said he was the call centre manager at the upgrades online department. He explained that as it was the weekend, and the Monday would be a holiday, he would contact me on Tuesday 3rd April to rectify the situation. • I heard nothing from Trevit and called again on Thursday 5th April, he said he was working on the problem and again promised to get back to me. • With still no reply from Trevit by Monday 9th April I called again, this time requesting to speak to Trevit’s manager. This was when I was informed that Trevit was infact not a manager in that department but a callcentre agent. I was put in contact with a woman by the name of Sameera whom I was informed is a supervisor in the online upgrades department. • Sameera did keep in contact with me for the next week, advising that she was investigating the issue. The last time I heard from her was possibly the 19th April. • I have been extremely busy at work in April with a systems upgrade and May in preparation for our annual sale. So now is the first time I have had to revisit this gross mistake by the upgrades department. • According to my calculations the over charge to my account is as follows:

• Another note: sometime between 7th March and End of March I was contacted by a call centre agent to ask if I wanted to upgrade the line ********** 499. As I had already received my S9, I declined and said I would contact them when I decided what to upgrade that contract to. I’m sure you will be able to retrieve these records, as the lady did mention the call was recorded.

Please can someone contact me in this regard most urgently.

Kind regards Arlene Woods ********** 101 **********