Vodacom charged me double

Follow-up on my complaint Vodacom charged me double Since reporting the matter on 1 August 2017 on Hellopeter.com there was a quick reaction from Vodacom to rectify the situation, the very next day. Vodacom (Lucian – spelling may be incorrect) contacted me and undertook to rectify the situation. Credit was passed on the over-charged amount, for the first two phones that were migrated, but unfortunately not the full amount. I alerted Lucian about the short –credit. He investigated the matter and confirmed to me that credit passed is insufficient. He indicated on 2 August during the phone call that the correct amount will be added and will show in two days time. He also indicated to me that credit will be passed on the third phone which was migrated later than the first two, in time to prevent double charges. He also indicated to me that the Highveld Mall Vodacom shop did nothing to rectify the problem of extra charges on the third phone although the Vodacom App showed that the problem of double charges was present with this account as well. As Lucian, the Vodacom representative for the Hellopeter team tried to resolve all matters as quick as on the day after I reported the matter, I was requested to report back on the Hellopeter.com website on the situation. I did not do so as I was uncertain if the problem was in fact resolved because: 1) The account details, when dialing *111# still indicated that the incorrect credit was passed – the shortfall in credit was not yet passed. 2) The account for the third phone which was migrated later than the other two still did not reflect the expected / correct account value earlier in the month. However, please take note that this issue was fixed as it could only be verified when the debit order went off at the beginning of September. As the second credit referred to by Lucian did not reflect, I did all I possibly could to rectify the situation: • I phoned the same number (+27 87 289 ****) from where I was contacted by Lucian, the Vodacom representative for the Hellopeter team on the following dates, but without success: o 2 August (2x) o 10 August (2x) o 14 August (2x) o 17 August (2x) o 25 August (2x) It is probably a number which does not accept calls (i.e. a no-reply number) • Early in August I logged onto the Vodacom website and requested a call back. I was never called back • I phoned the call centre on 17 August and told my story – requesting that the correct credit be passed, and that I cannot reach Lucian, the person who I was dealing with or the person who sent an e-mail on credit passed. During this call: o I mentioned that I went onto the Vodacom website and requested a call back:- a service offered on the website. However, I never received a call back from this service. o I pointed out that the second credit on the first two phones is not showing as Lician said it will, Lician is unknown to the consultant from the call centre. The consultant also tried to phone the number and as expected, she could not get through on that number. o I pointed out that I received an e-mail from Candice from Vodacom about credit passed on the third phone and that the amount of credit at that stage appears to be too low. I pointed out that it is a “No-Reply” e-mail not allowing a reply to it. The consultant (Molobi Sepati) undertook to send me a reply e-mail so that I could forward the e-mail I received from Candice. This was done and the e-mail from Candice was sent to Molobi Sepati. • I was phoned back after the first call with duration of 1hour 13minutes and 42 seconds and had to tell my story again to another consultant who undertook to phone me back once the matter was investigated. • I was phoned back (later in the day of 17 August) but no progress was made with the situation: Lucian or Candice could not be traced and the credit situation remained as before without any knowledge of the second credit Lician said to have passed. She (Smanjella - probably spelled incorrectly) undertook to send me an e-mail for me to respond to (again) on the Candice e-mail. • Later in the day on 17 August I received a call from Smanjella to tell me that her e-mail is not working. I said I will wait for the e-mail to get on line again. • I was phoned again by Smanjella on 21 August to say the Vodacom e-mail is still off line. She explained again how they got to their credit. It was still too low to my view. They are still not agreeing that the credit already passed is too low and are not aware of the second credit Lucian was talking about. I requested that the layout of their calculations on the credit be e-mailed to me, when the Vodacom e-mail system is back on. • On 25 August I received an e-mail from Tshepiso Makgale with the Vodacom layout of the credit passed. I do not agree with the layout and it is the same as was discussed before. The calculations did not mention the credit Lucian referred to. I then responded to this e-mail on the same day with my own calculations which indicated that the credit still to be passed to be R190.47, very similar to the figure mentioned by Lucian. I requested that the matter be resolved before the next debit order run. Since my e-mail in reply to Tshepiso Makgale’s e-mail, I received no response from Vodacom and the only thing I could do was to see what amount will be taken with the debit order. Vodacom was given my calculations on the credit to be passed with my reply e-mail dated 25 August to respond to and accept it or tell me where they differ from me. No reply was received on my e-mail to point out any possible errors on my side. I was not phoned or e-mailed. When the debit order was taken at the beginning of September, the second credit Lucian referred to was not included and the amount taken was approximately R200 too much. This was despite all the efforts from my side to clear the issue in time. Thus- my initial complaint of Double charges was not yet fully resolved by Vodacom. I understand that the ±R200 is not a fortune and not the end of the world. It became a matter of principle with me as a Vodacom customer. Vodacom as an international company should not allow mistakes like this to impact on their image. It is regrettable that Vodacom allows this matter to carry on for so long without rectifying the matter. Furthermore it is difficult to understand that Vodacom have a team to address high profile issues raised on Hellopeter.com but these people are not known to the call centre consultants to synchronize account related issues. The Hellopeter consultants of Vodacom could not even be traced by the call centre staff, despite their efforts. In the process customers like me are compromised.