Vodacom changes debit order date

My debit order date is 1st of each month ever since I started my contract with Vodacom. In July they decided to change my debit order date to the 5th of July without informing me. Given, I did not notice they did not debit me on the first, because there was money in the account and I never had issues with Vodacom billing, so I did not check and assume it went off as per usual, why wouldn’t it? The only time they debit on a different date is when the first fall over a weekend or public holiday so I manage my account accordingly.

So, on 5 July I receive a sms from the bank saying my debit order on 5 July returned as there was not sufficient funds, because after the first of each month after my debit orders went off I transfer my money to a savings account. I called Vodacom on 6 July, wanting to know first off all why I was debited on a different date without notice. They did not give me answers, just said I will be debited on the 7th again. They did not debit me. I contacted a branch, they said on their side it shows I am up to date, the statement I received with my invoice also showed I am up to date. I checked on my bank, I could not see any transaction that went off successfully for Vodacom but everyone said I am up to date.

On 27 July I received a sms saying I will be debited on 01/08/2022 and the amount is the normal amount. I called Vodacom again, to make sure that the sms is not correct as I should be double debited. I was advised that my account is up to date, they even sent me a statement confirming it. On 01 August 2022 they debit the normal amount.

Ever since then the statement showed every month that I am up to date and every sms I received to say what will be debited was my normal amount.

On 25 October I received a sms stating my normal amount will be debited on 01/11/2022. On 29 October I receive a sms saying my debit order for July returned and I need to phone collections to make arrangements for payment.

I phone immediately, very upset as you can imagine, because not only was this the first debit order that returned in my life due to Vodacoms error, now they send me sms’s like that after I tried to sort this out from the start. First person I spoke to, call dropped. I call a second time, I ask them call me back if the call drops again, call drops, no one phone me back. The third call I will admit I was fuming by this time. I asked take my number and call me back if the call drop, ironically after that the call did not drop again. Anyway, according to this person they only found out on 21 October that the debit order for July did not go through, yet on 25 October they send me a sms saying my normal amount will be debited?

I asked to speak to a supervisor, she said she cannot as she was working from home and cannot transfer, she can only put in a request and he will phone me within an hour’s time. This was about 09h15. I kept my phone with me the whole day, no call. By 14h48 the afternoon I sent a message on their facebook messenger to find out why no one called me. It was a back and forth on DM until 18h24 just to get them to agree to arrange a call back on Monday from a supervisor. First I had to send screenshot of the sms I received the morning, then they wanted the number, then screenshots of bank statements (which I had to go and look for and grey everything out first) after which they advised I have to call the same number I phoned the morning THREE TIMES without any success or happiness. I said no, then they suddenly wanted to do verification of my ID etc. I said I am not going to do that I did MORE THAN my part since July to sort this out. They continued for them to work on the account they need that information. I advised I do not want them to work on it I want them to get a supervisor to call me. Eventually they managed to do so after they were very persistent they cannot help before I answer those questions. I also sent an email to *** and got no feedback there either.

Monday came, by afternoon I haven’t received a call yet. I called them again, according to them someone called me on Saturday, I received no call. Once again they will arrange for a manager to call. No call on Monday.

Tuesday I called again, according to them the manager called me twice on Monday, I HAVE NOT RECEIVED A CALL. Ok, manager will call again. No call. Tuesday evening I receive a sms from the bank, they DOUBLE DEBITED me. Again, they make changes to the debit order without any warning. And that after they advised on 25 October a different amount that would go off on 1 November and they said on 29 October I need to make an ARRANGEMENT for that amount to be paid, which I have tried to do yet no one at Vodacom seems to want to help me.

So if I did not have that amount available then once again another debit order would have returned due to Vodacom’s fault? But they do not care about that. The implications that has on one’s credit score, something I am very serious about to keep it good.

I contacted someone at another branch, he logged a ticket with Vodacom, got not feedback about that from Vodacom itself.

Sent a message on the facebook DM again, they AGAIN wanted screenshots to which I declined, because the previous time I played along and did everything just to not be assisted.

What do I have to do, to get a manager from Vodacom to call me? I advised them all, I want a formal apology where they acknowledge this was due to their fault, not mine. That I am not a bad payer, but that they changed dates etc without notice for some reason no one is willing to say why and that this will not affect my credit score or ITC. But all I get is no answers a no call back as promised every time.

I am brand loyal but after this I am considering to move to another service provider once I am out of contract, because Vodacom does not care about their clients. I did everything and more to sort this out from the beginning and they just did not help me. Worst experience and service ever.