HR
Hennie R

1 reviews | Active since Apr 2009

19 Dec 2020, 06:06

Vodacom adding extra fees on contract without consent or notice

I app**** online for a contract on a specific deal. There was a deal listed under "Online Exlusive deals" on Smart plan for R179pm plus R6.99 for contract cover giving a total of R185,99pm x24. There was a similar offer available on the website but for 36 month contract. My quote no was VODACOMONLIN-***. I received an email on 11 December 2020 at 21H15 confirming the deal and the payable amount of R185,99 was confirmed. At 21H18 on the same date I received an sms confirming that it has been approved. On 14/12/2020 I received a sms advising that the order has been processed and handed over to the courier. On 17/12/2020 the couriers delivered the handset. This afternoon I logged into MyVodacom and with a great shock I saw that you are now charging me an extra fee of R920 for the handset which was never mentioned in the original deal on the website . The deal that was offered on your website was R179pm plus R6.99 for cover protection. There was NOTHING mentioned of any extra R920 fee for handset. I have screenshots of the deal and of the email send by you confirming the amount of R185.99 as the full amount payable per month. I will not pay for the extra R920 pm because it was NOT part of the deal offered and if it was I would have never app**** for the deal. I have contacted VC on Facebook messenger and tried to resolve this problem with no luck. All they say it that they will send me a new quote for the higher amount that will be applicable. It seems like they don't care about the original deal that was available on the website and the quote that was send to me and approved. How can VC just change deals when it suits them after delivery was made? I have already started using the device and accessories that came with the deal. I request that a Senior supervisor urgently handle this query of mine. Kind regards

0
Replies (2)
Vodacom
Vodacom's reply19 Dec 2020, 10:40
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 
HR
Hennie R's update18 Jan 2021, 17:37
Reviewer Update
I refer to your message send via Facebook Messenger today
Thank you for the reply.
The deal I app**** for was for R185.99pm ad advertised on your website and as confirmed by the quote send by Vodacom to myself (Screenshot attached) The device was delivered to me and after delivery I discovered by logging into my account that you are now charging an additional R920 that never formed part of the deal as advertised or part of the quote.

Your terms and conditions state "Unless the product ordered by you has been delivered and the services are availed, your offer will not be deemed accepted and Vodacom will have the right to modify the price of the product/ service and contact you for further instructions using the e-mail address provided by you during the time of registration or placing of order, or cancel the order and notify you of such cancellation."

The product was delivered to me and only after I contacted VC regarding the problem I was provided with an amended and backdated invoice/quote for the amount of R1099. I did NOT accept the new quote. Clearly the fault was on Vodacom's side . I would not have app**** for the deal if it was advertised at R1099pm.

Kindly advise