DE
Dan E
1 reviews | Active since Mar 2009
02 Nov 2018, 16:39
Vodacom admit their have overcharged us but say we must wait seven days to investigate....
My wife Kim has just received at bill of R1800 which is double her normal amount. When we investigated by paying R12 for a detailed bill we realised she had gone over her 650Mb data cap by a whole 16Mb and for that privilege was charged R862! No sms on record as saying she was close to her cap either. Call centre admit it is wrong and she has been incorrectly billed but it will now take seven working days to investigate, something they have already said is their fault, and then longer to process the refund. Why why why must we carry R862 when times are tough and they have admitted there is a billing fault. Totally shocking!! and their call centre just doesn't care
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Vodacom's replyOfficial
02 Nov 2018, 18:32Dear Customer,
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation.
As per discussion, your query is currently being addressed by the relevant department who will be contacting you to offer further assistance.
Regards
Consumer Website Team
Vodacom's reply02 Nov 2018, 18:32
Official
Dear Customer,
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation.
As per discussion, your query is currently being addressed by the relevant department who will be contacting you to offer further assistance.
Regards
Consumer Website Team
DE
Dan E's updateReviewer Update
02 Nov 2018, 20:03Hi thats great and thanks for the quick call, however I am still totally bemused as to why we should have to wait for up to seven working days to get a refund as per your processes to be followed when it has been identified that and agreed your system is at fault. When the itemised billing shows a day that has 0Mb data usage but charged R359 even my four year old can see the problem, but that's ok let's all wait for your processes to be followed and in the meantime our budgets will just have to go out the window and we suffer through now fault of our own!
DE
Dan E's update02 Nov 2018, 20:03
Reviewer Update
Hi thats great and thanks for the quick call, however I am still totally bemused as to why we should have to wait for up to seven working days to get a refund as per your processes to be followed when it has been identified that and agreed your system is at fault. When the itemised billing shows a day that has 0Mb data usage but charged R359 even my four year old can see the problem, but that's ok let's all wait for your processes to be followed and in the meantime our budgets will just have to go out the window and we suffer through now fault of our own!