Urgent Complaint Regarding Unauthorized Charges and *****ulent Billing by Vodacom

Urgent Complaint Regarding Unauthorized Charges and *****ulent Billing by Vodacom

Dear Vodacom,

I am writing to formally express my deep disappointment and concern regarding unauthorized charges that have been repeatedly added to my business cell account since September 2024. Despite multiple attempts to resolve this matter at Vodacom outlets, I have not received any satisfactory explanation or proof that I subscribed to these services.

Unauthorized Charges on My Account

Since September 2024, Vodacom has been adding charges for "Entertainment Services" to my account. When I visited Vodacom stores to dispute these charges, staff members merely dismissed my concerns, insisting that I must have subscribed to or downloaded the services myself. However, no evidence has been provided to support this claim, and no such applications exist on my phone.

In early January 2025, I visited the Vodacom store in Tyger valley, Cape, and spoke with the manager, who reiterated the same response. He ran certain codes on my phone and assured me that all subscriptions had been canceled. However, on 1 February 2025, I received my latest account statement for payment due on 28 February 2025, which again included unauthorized charges:

- **Google Play Store:** ZAR 194.99 - **Purchased Content:** ZAR 119.97 - **Total Entertainment Services:** ZAR 314.96

It is unacceptable that these charges continue to be added to my account without my consent. This constitutes *****ulent billing, and I will not be held liable for these unauthorized amounts.

### **Issues with My Daughter’s Account Transfer** Additionally, my daughter's phone was previously linked to my account as she was a minor and a student. On 31 January 2025, her phone was officially transferred to her name. That same evening, additional data was purchased without her consent. She received an SMS and, assuming it was part of the transfer process, did not question it at the time. Upon further investigation at the same Vodacom store, she was wrongly informed that she had purchased recurring data, despite never having done so. Given that her new contract already includes sufficient data, this charge is unwarranted.

### **Demand for Immediate Resolution** As a loyal Vodacom customer for over 30 years, I find it deeply troubling that Vodacom appears to be engaging in practices that result in unauthorized charges and unjustified financial losses for its customers. I demand the following actions be taken immediately:

1. **A full refund** of all unauthorized "Entertainment Services" charges app**** to my account since September 2024. 2. **Confirmation in writing** that all such unauthorized subscriptions have been permanently removed from my account. 3. **An official investigation** into the *****ulent data purchase on my daughter’s newly transferred account, with the immediate reversal of any unjust charges. 4. **A formal response from Vodacom** addressing these serious concerns and detailing the steps taken to prevent such occurrences in the future.

Failure to resolve these issues promptly may leave me with no alternative but to escalate the matter to the relevant regulatory bodies and consumer protection authorities. I trust that Vodacom will address this situation with the urgency and integrity it requires.

I look forward to your immediate response.

Sincerely, Eugene Grobler