Vodacom Breaches Contract Then Plays Hide & Seek

Vodacom’s service is shocking. I signed a phone contract with them a few months ago and gave a debit order mandate to be debited every month. The debits did go though for 2-3 months as agreed and stopped, to this day, I do not know why. Vodacom did not contact me to let me know they couldn’t continue running my debit orders and advise that I make manual payments monthly- also been receiving statements which showed all was well and account well paid ( I mean, I had a debit order with them).

They sent an SMS that my account was in arrears and that I should call them to make payment arrangements, this was the first time I learnt that Vodacom had not been debiting me as agreed.

I have since took the following steps to try and sort this out: 1. Emailed them twice, enquiring why did they stop debiting my account, who instructed them to and why did they let me know when they stopped. 2. Called them and spoke to one of their consultants names Zodwa, she also did not have the answers as to why did they stop debiting my account and acknowledged that they have no record of debit orders being submitted to the bank ( just the first 2 from inception of the contract). She admitted it was a mistake from their side and she’ll have someone from the accounts department or head office call me. 3. She called me again to say they want me to commit to paying the arrears amount before she can log a case with them and attend to my case, I found this very shocking cause the reason I contacted them first was because I was willing to settle my account but needed to understand how we got here first. Why must I pay before you attend to my query? I also made it clear to Zodwa that I was willing to pay it off in monthly instalments but did not get to finalising the terms as “someone from the accounts” was still going to contact me. To my surprise, I get an SMS today that Vodacom has accepted my payments arrangement, what payment arrangement? What are the terms? Who was it made with? When? How? Anyway, I call *** to try get answers to these questions and spoke to a different lady who asked security questions and stuff.. I then politely asked her to call me back on my personal number and she said she would. She still has not called me back. Her name was Thandeka if I recall correctly.

I do not understand why must I chase Vodacom for answers and to finally resolve the mess they created.