Vodacom and Mondo Mobile: selling data contracts in a misleading and deceptive manner

Do not trust anyone that phones you on behalf of Vodacom to thank you and reward you for being an excellent customer. They want to trick you into a contract that is of no use to you.

In June, I received a phone call from what I have since found out was Mondo Mobile (and not Vodacom, as it seemed at the time) saying that they'd noticed I use a lot of data on the number that they're calling me on and they would like to reward me for being a good customer and thus offer me a recurring monthly data bundle at a better rate than I was currently paying.

Very skeptical, I probed as to why they would want to make less money out of me, and they assured me that it was because Vodacom had been under a lot of fire recently due to high data charges and they would like to offer more value to loyal customers.

In addition to the monthly data bundle that I would be receiving if I signed up, they also told me that they will be sending me a portable wireless router as a FREE GIFT. I said that I am not interested in the free gift, as I have no use for it, but they insisted that I accept it and do with it as I please. I again, very clearly, said something along the lines of - "So, to be clear, if you send me the wireless router, I can just put it straight in the cupboard in its packaging as I have no use for it - I only use my cellphone." They said yes, it really is just a free bonus gift for being a good customer and I need not worry.

In addition to my probing of a deal that I thought was a bit too good to be true, I demanded that I am sent the outline of the offer on email so that I may review it all in writing in my own time before making a decision. They refused and said that they are not able to send anything in writing and I have to make a decision over the phone. I refused to make a decision and agreed that they could phone me back the following day after I have been given time to give it thought.

They called me back the following day and I listed all my concerns once again: - Will this data bundle take the place of the current data bundle linked to my phone number (which was more expensive than the one being offered). They rep**** yes. - I do not need a free wireless router and is it absolutely necessary to send me one and, again, they assured me that it was just a free gift and I can give it to someone or do with it as I please.

After they answered all of the questions cleverly and deceptively enough, I agreed to the contract and even asked when would be safe for me to remove the existing data bundle from my phone number.

In terms of the overall tone of the communication - they literally bully you until you succumb. I actually had to ask the team manager to slow down and stop shouting over the phone, as I couldn't hear what he was saying properly enough for me to make a sound decision.

A week or two later, a wireless router was delivered to my home. In the package was a SIM card, which I found strange, but thought that it was perhaps a promotions tactic and that Vodacom just send a complimentary SIM card with all orders. Both of these went straight in the cupboard, packaging still sealed.

FAST FORWARD TO AUGUST:

16 August: I log into Vodacom to check my account balance and notice a new number linked to my profile. My immediate thought was that I had perhaps been the victim of ***** and that someone had opened a contract on my name!

On closer inspection, I realised that I was foolish to trust the offer from Vodacom (I say Vodacom and not Mondo Mobile, because I am a VODACOM CUSTOMER and the deal was presented as being from them) and the data offer was in fact a new and SEPARATE contract, with the data only being accessible on the SIM card sent along with the wireless router. So much for my multiple questions about why I would need a wireless router.

I immediately called the after sales team, explained the whole saga, and lodged a request for an investigation. Apparently Mondo Mobile needs to pull the recordings up, listen to them and decide whether or not they feel their salespeople were misleading or deceptive.

I ASK YOU WITH TEARS IN MY EYES - why would Mondo Mobile admit to being in the wrong?! Why is Vodacom not performing these investigations?! Surely Vodacom should care more about how this reflects on them.

It is almost 14 working days later and I called Vodacom to follow up. After 40 minutes on the phone, the following is all I have to show:

1. 16 August: I phoned Vodacom to log this. 2. 17 August: Mondo Mobile rep**** to Vodacom saying that they would provide feedback within 72 hours. 3. 30 August: I call Vodacom to find out what has happened and they have not heard anything from Mondo. They phone Mondo for feedback and are told that Mondo needs more time (how much time we do not know).

And here I am. I feel helpless and completely let down by Vodacom. They are just folding their arms and leaving it in the hands of a company (that represents them!) who obviously doesn't value customer satisfaction and just wants to make a sale at any cost.

I am not willing to pay the ±R4600 cancellation fee (basically the full cost of the 2 year contract) for something I did not need.

I hope for the following to happen: 1. Vodacom performs an investigation on their side (it will be clear that I was bul**** into this in a deceptive manner - I was very clear about my needs on the calls). 2. Vodacom or Mondo collects the 'free gift' of wireless router and SIM card (still in the sealed packaging). 3. Vodacom cancels this contract. 4. Vodacom either audits the way in which Mondo Mobile represents them or cuts ties with them completely.

I visited a local Vodacom store and the saleslady was incredible lovely and told me that this is something they hear about on a weekly basis from customers - Mondo bullying and deceiving customers into contracts that are not openly and honestly explained to them.

In addition, a quick Google search as well as a search of Hello Peter brings up a huge number of stories of people just like me with exactly the same story. I could've literally copied and pasted them and it would outline my own experience.

Vodacom, sort this out.