Vodacom Complete Lack of Accountability for their Mistakes!! Then Blaming their clients
9 Months attempt to resolution: 0% Communication and complete lack of response from Vodacom to resolve BUT they lock my Vodacom Account and report me to the credit bureau!! Vodacom incorrect upgrade of contract resulted inbeing charged for months on a contract, after 9-13 investigations logged. Finally, locked all my vodacom accounts when stopped their ability to debit me after 4 months. Eventually reported me to the credit burea. Here is what happened with Partial full timeline of Events:
In Summary, Where it started. I upgraded my data package, ***, with Vodacom in January 2020 through your online agent (contact no. ***)that contacted me. The data contract was agreed to have 100Gb anytime and 50Gb nightime per month. After receiving the modem was able to use only night time. Contacting Vodacom it revealed that I was give a 50Gb nighttime contract only. I then tried cancelling the contract during the “cool down period”. The agent though, proposed that we investigate the issue to get correct contract, and that I will still have the option to cancel if this is not resolved. o Please note – at this time I have already spend all my airtime for 2 months phoning your agents to solve this issue After 2 months and 3 investigations with Vodacom and your agent I still did not have it solved, and we agreed that the contract will be cancelled since I am running a busines with no internet! (Please note – I never received in communications regarding what is happening in this whole last 8 months from any logged investigation. Everyone I contacted had no answer and just said I need to log a new investigation) Up to this point I have been paying the approx. R800/month for the *** Data contract. I have not used Vodacom then continued debiting my account monthly, after logging numerous investigations with Vodacom to resolve this contract ***). I then phone accounts in April and May 2020, and threatened to reverse the debits on my accounts since I could not afford the payments, where I am spending R1000 with another supplier for data at that point. After 2 months of threats I then reversed the debit from Vodacom at my bank in May. Vodacom then blocked all my accounts and I could not make any outgoing calls The next month you debited my account for the two months , June. Following that I reversed it again, and issued a letter at Vodaworld , Midrnad helpdesk revoking Vodacom authority to debit any money from my account ( 26 June 2020). During this time a new investigation was logged New Investigation: After 2 emails to Vodacom enquiring around what is happening with the investigation I gave up!!! I have spend hours of time, while trying to keep my company afloat during COVID. THANKS VODACOM!! o NOTE: CANNOT USE ANY OF MY VODACOM ACCOUNTS SINCE ITS ALL BLOCKED BECAUSE OF NON-PAYMENT 13 November I went to Vodacom again to try and resolve this. Was told by helpdesk and Vodacom accounts that the case has been handed to your MDD (debt collectors). I was also ONLY THEN told that data contract resolved and debited R3246 on the 22 July 2020. NOTE: Still no communication to the client up to this point. This is credited to my Vodacom account, that conveniently pays of the running bill there for services I could not use, and Now I supposedly should still owe R2206 for services I could not use!!! 16th MDD Phone Call: Phone MDD on the 16th November and they said that the case is not with them.(Spoke to Sihindile) Phoned Vodacom accounts again on the 16ht and they said I must email legal Phone accounts on 21 November requesting to at least convert the following accounts *** and the Uchoose 60 Line Rental, to prepaid while this is resolved with legal. Was told I cannot convert but must first speak to legal. I am compiling a timeline of all investigations, phone calls during this period. Will forward this to you at legal.
Date January 2020 ***) Mondi Mobile phones to upgrade data contract and to upgrade personal primary number. Sales Special discussed and agree data to be upgraded for 50GB/mnth any time; 50GB/mnth night time; and 50GBmnth anytime as special. After 3 days of evaluating, contract upgrade accepted 31 Jan 2020 RAM Couriers RAM Couriers delivers modem and sim Card *** 9014 5- 12 February 2020 Internet Connection Issues – Only works at night time Modem received, but could not connect to internet during daytime. Contacted Vodacom and enquired as to reason why there is a connection issues. Vodacom Customer support gave different reasons at each phone call. 1) At first they tried to reset the Vodacom signal. DID NOT WORK 2) Then Vodacom support indicated that I used all available data, which was not possible since it was used for 2hrs. 2) Third call, Vodacom Support indicated that contract only 50GB night time, no daytime data. NOT CONTRACT TAKEN OUT 3) Fourth Call, Vodacom Support indicated that now the package is 50GB day and 50GB night time with additional 50GB night time, but my 2hrs used supposidely depleted my daytime 50GB??? Not possible Investigations were logged around contract type. Did not record these Investigations Numbers Summary: VODACOM HAS NO IDEA WHAT PACKAGE IS AM SUPPOSE TO HAVE UPGRADED TOO.
February 2020
Vodacom points Resolution to Mondi Mobile Vodacom states I must resolve with Mondi Mobile as upgrade agent. Continuous phone call
Request to Vodacom Accounts to Cancel upgrade. Vodacom accounts recommend investigation, and states that I can cancel after upgrade. 25Feb 3:27pm Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package 25 March 8:26am 25March 8:23 am Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package 25 March 2020 Called Vodacom Customer Care Vodacom dispute reference: *** 06 April 2020, Called Vodacom Customer Care Vodacom dispute reference: 1- *** 06 April 2:29pm 06 April 2:15pm Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package 28 April Agreed Cancellation of Upgrade on Data Contract. Obtained another service provider to operate my business April 2020 Three payments debited for Data contract with no service. Could not continue to pay, since I had to take out another contract to operate my business. Customer service was contacted. No Accounts available due to COVID. Instructed 2nd time that I will reverse the debit. May – June 2020 Return of Modem Modem with Data Sim was packaged and at reception of company for 2-3 months. NOTE: An Incorrect data packages serves no purpose since there placing a sim in my modem to gain a couple of MB to run a business is pointless. That was why the Data contract was never used until Jan 2020, when it was upgraded to a package that could serve home business. Night time data of 50GB has no value since I am not going to wake up between 11pm – 5am to do my work!!
Failed collections: RAM couriers phoned twice past 5pm in week days stating they are at my company to collect the Modem, but company closed and no one answering since its past 5pm ( Note – it was approximate a month between these two events)
I phoned Customer Support numerous times requesting during this period, requesting that I deliver modem to choice of Vodacom shop to close this ISSUE. Vodacom every highlighted RAM will collect and there is no other options!!!
19 May 2020 RAM Couriers Ram Couriers phoens again to collect Vodacom modem that has already been collected on the 13 July 2020 25 May 11:37 25 May 11:36 Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package End May 2020 Reverse 1st payment Another month with no communication from Vodacom. Reverse the debit. Sitting at 30% of standard salary. Cannot afford to pay Vodacom a service not received, and NO ONE AT VODACOM CARES
NOTE – So, at this point I have paid 3 x R800 (approx. extra with previous payments) June 2020 Primary contact number for Vodacom – *** now blocked by Vodacom because of non payment. No service received
NOTE: NOT WILLING TO PAY FOR THE MONTHS WHERE MY OTHER NUMBERS USAGE WAS BLOCKED BECAUSE OF THIS INCIDENT. PRACTICALLY, MY ACCOUNT WAS IN POSITIVE BECAUSE OF CONTRACT CHARGES June 2020 Reverse 2nd Payment Another month with no communication from Vodacom. Reverse the debit. Sitting at 30% of standard salary. Cannot afford to pay Vodacom a service not received, and NO ONE AT VODACOM CARES
24 June 3:52pm Phoned Vodacom Accounts 3:52pm 3:49 pm 3:48 pm Number of dropped/ accounts just drops while talking, call indicative how many attempts made. Investigation Logged 25 June Phone Vodacom Accounts (***) since no Resolution
9:44am 10:01am 10:00 am 11:25am Number of dropped/ accounts just drops while talking, call indicative how many attempts made. Investigation Logged 27 June 2020 Eventually go to Vodaworld to attempt to obtain a solution there Went to VodaWorld at Midrand to hopefulle resolve this issue with someone that is actually willing to speak with me. Spoke to Diego Booi at Voda world. I withdrew debit approval from my Capitec accounts, since no resolution is obtained. Ref: *** voda world, 27 June Banking Authority Revoked Revoking Authority to Debit Letter to Vodacom 30 June 2020 Email Vodaworld enquiring on feedback Email Diego, he indicated he will follow up on progress of investigation 31 June 2020 SMS that Investigations concluded Get email that Investigation is concluded. No response as to outcome. No call to me JUST LIKE BEFORE – A DARK PIT OF DISPAIR I Contacted accounted and customer services enquiring to speak to Investigator to understand what was result. No one could assist 01 July 2020 Email Vodaworld again for feedback Email Diego again asking for assistance and clarity 13 July 2020 RAM Couriers ***) Collects Vodacom Modem at 3:56pm
15 July 2020 Call to Mondi Mobile Contacted Mondi Mobile to enquire if Modem received and the reverse of upgrade and when this will finally be resolved. Response: Vodacom will inform me when the contract is reversed. Recommended that I am patient since Modem has been collected I GAVE UP – NOTHING. I AM TRYING TO KEEP MY BUSINESS AFLOAT DURING COVID . THANKS TO VODACOM I CANNOT CALL ANYONE. HOW DO I NOW DO BUSINESS!!!!??? 06 August Call to Mondi Mobile One More attempt Enquired about when the Data Upgrade will be reversed and when this will finally be resolved. Response: Vodacom will inform me when the contract is reversed. Recommended that I am patient since Modem has been collected 13 November 2020 Vodaworld Customer Care I visit Vodaworld again to a THIRD concentrated focus to get this resolved. Consultant prints out statement and states that according to statements the contract was revered in July somewhere???
PS - ZERO comms to their client
Phone Vodacom Accounts. They state account has been handed over to MDD Debt collectors. They Cannot help me 16 November 2020 Phone MDD Debt MDD Debt cannot find file, Cannot advise 18 November 2020 Phoned MDD debt again MDD Debt cannot find file, Cannot advise 18 November 2020 Phoned Vodacom Accounts Vodacom accounts propose I email Vodacom Legal 23 November 2020 pHone Vodacom Accounts to cancel data, cell phone and other contracts that was due for upgrades at Feb 2020 Phoned Vodacom Accounts requesting conversion of below contracts to prepaid while the resolution is finally obtained. Accounts indicates they are not able. I must email legal. Request to convert to prepaid: 4) Primary Number – *** : a. Convert/Cancel Uchoose flexi b. WHY DO I STILL HAVE TO PAY HANDSET IF THAT CONTRACT AND HANDSET BEEN PAID BY FEB2020. WHY IS VODACOM charging me still for that????. Please remove 5) U choose Line Rental - Convert or cancel ( no idea what this is) 6) *** – Convert/ Cancel a. I don’t have the SIM Use of the Vodacom accounts has been blocked because of non payment. I notice in November it working again 7) 23 November 2020, Email Legal Eventually email legal to request resolution, negotiation, and support.
GEUSS WHAT – NO response up to 30 November. No Surprise??? 27 November 2020 Identified Vodacom primary line – ***, allowing phone calls again. Made payment for the primary number for this month
30 November Current timeline and request negotiations/ support etc to Vodacom Legal, Customer Care, Accounts
Lets see if there is any response? Conclusion: I had no use of Vodacom service, which Vodacom billed me every month, May to September 2020. I cannot see how I must make payments for months where my account was locked by Vodacom.
Date January 2020 ***) Mondi Mobile phones to upgrade data contract and to upgrade personal primary number. Sales Special discussed and agree data to be upgraded for 50GB/mnth any time; 50GB/mnth night time; and 50GBmnth anytime as special. After 3 days of evaluating, contract upgrade accepted 31 Jan 2020 RAM Couriers RAM Couriers delivers modem and sim Card *** 9014 5- 12 February 2020 Internet Connection Issues – Only works at night time Modem received, but could not connect to internet during daytime. Contacted Vodacom and enquired as to reason why there is a connection issues. Vodacom Customer support gave different reasons at each phone call. 1) At first they tried to reset the Vodacom signal. DID NOT WORK 2) Then Vodacom support indicated that I used all available data, which was not possible since it was used for 2hrs. 2) Third call, Vodacom Support indicated that contract only 50GB night time, no daytime data. NOT CONTRACT TAKEN OUT 3) Fourth Call, Vodacom Support indicated that now the package is 50GB day and 50GB night time with additional 50GB night time, but my 2hrs used supposidely depleted my daytime 50GB??? Not possible Investigations were logged around contract type. Did not record these Investigations Numbers Summary: VODACOM HAS NO IDEA WHAT PACKAGE IS AM SUPPOSE TO HAVE UPGRADED TOO.
February 2020
Vodacom points Resolution to Mondi Mobile Vodacom states I must resolve with Mondi Mobile as upgrade agent. Continuous phone call
Request to Vodacom Accounts to Cancel upgrade. Vodacom accounts recommend investigation, and states that I can cancel after upgrade. 25Feb 3:27pm Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package 25 March 8:26am 25March 8:23 am Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package 25 March 2020 Called Vodacom Customer Care Vodacom dispute reference: *** 06 April 2020, Called Vodacom Customer Care Vodacom dispute reference: 1- *** 06 April 2:29pm 06 April 2:15pm Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package 28 April Agreed Cancellation of Upgrade on Data Contract. Obtained another service provider to operate my business April 2020 Three payments debited for Data contract with no service. Could not continue to pay, since I had to take out another contract to operate my business. Customer service was contacted. No Accounts available due to COVID. Instructed 2nd time that I will reverse the debit. May – June 2020 Return of Modem Modem with Data Sim was packaged and at reception of company for 2-3 months. NOTE: An Incorrect data packages serves no purpose since there placing a sim in my modem to gain a couple of MB to run a business is pointless. That was why the Data contract was never used until Jan 2020, when it was upgraded to a package that could serve home business. Night time data of 50GB has no value since I am not going to wake up between 11pm – 5am to do my work!!
Failed collections: RAM couriers phoned twice past 5pm in week days stating they are at my company to collect the Modem, but company closed and no one answering since its past 5pm ( Note – it was approximate a month between these two events)
I phoned Customer Support numerous times requesting during this period, requesting that I deliver modem to choice of Vodacom shop to close this ISSUE. Vodacom every highlighted RAM will collect and there is no other options!!!
19 May 2020 RAM Couriers Ram Couriers phoens again to collect Vodacom modem that has already been collected on the 13 July 2020 25 May 11:37 25 May 11:36 Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package End May 2020 Reverse 1st payment Another month with no communication from Vodacom. Reverse the debit. Sitting at 30% of standard salary. Cannot afford to pay Vodacom a service not received, and NO ONE AT VODACOM CARES
NOTE – So, at this point I have paid 3 x R800 (approx. extra with previous payments) June 2020 Primary contact number for Vodacom – *** now blocked by Vodacom because of non payment. No service received
NOTE: NOT WILLING TO PAY FOR THE MONTHS WHERE MY OTHER NUMBERS USAGE WAS BLOCKED BECAUSE OF THIS INCIDENT. PRACTICALLY, MY ACCOUNT WAS IN POSITIVE BECAUSE OF CONTRACT CHARGES June 2020 Reverse 2nd Payment Another month with no communication from Vodacom. Reverse the debit. Sitting at 30% of standard salary. Cannot afford to pay Vodacom a service not received, and NO ONE AT VODACOM CARES
24 June 3:52pm Phoned Vodacom Accounts 3:52pm 3:49 pm 3:48 pm Number of dropped/ accounts just drops while talking, call indicative how many attempts made. Investigation Logged 25 June Phone Vodacom Accounts (***) since no Resolution
9:44am 10:01am 10:00 am 11:25am Number of dropped/ accounts just drops while talking, call indicative how many attempts made. Investigation Logged 27 June 2020 Eventually go to Vodaworld to attempt to obtain a solution there Went to VodaWorld at Midrand to hopefulle resolve this issue with someone that is actually willing to speak with me. Spoke to Diego Booi at Voda world. I withdrew debit approval from my Capitec accounts, since no resolution is obtained. Ref: *** voda world, 27 June Banking Authority Revoked Revoking Authority to Debit Letter to Vodacom 30 June 2020 Email Vodaworld enquiring on feedback Email Diego, he indicated he will follow up on progress of investigation 31 June 2020 SMS that Investigations concluded Get email that Investigation is concluded. No response as to outcome. No call to me JUST LIKE BEFORE – A DARK PIT OF DISPAIR I Contacted accounted and customer services enquiring to speak to Investigator to understand what was result. No one could assist 01 July 2020 Email Vodaworld again for feedback Email Diego again asking for assistance and clarity 13 July 2020 RAM Couriers ***) Collects Vodacom Modem at 3:56pm
15 July 2020 Call to Mondi Mobile Contacted Mondi Mobile to enquire if Modem received and the reverse of upgrade and when this will finally be resolved. Response: Vodacom will inform me when the contract is reversed. Recommended that I am patient since Modem has been collected I GAVE UP – NOTHING. I AM TRYING TO KEEP MY BUSINESS AFLOAT DURING COVID . THANKS TO VODACOM I CANNOT CALL ANYONE. HOW DO I NOW DO BUSINESS!!!!??? 06 August Call to Mondi Mobile One More attempt Enquired about when the Data Upgrade will be reversed and when this will finally be resolved. Response: Vodacom will inform me when the contract is reversed. Recommended that I am patient since Modem has been collected 13 November 2020 Vodaworld Customer Care I visit Vodaworld again to a THIRD concentrated focus to get this resolved. Consultant prints out statement and states that according to statements the contract was revered in July somewhere???
PS - ZERO comms to their client
Phone Vodacom Accounts. They state account has been handed over to MDD Debt collectors. They Cannot help me 16 November 2020 Phone MDD Debt MDD Debt cannot find file, Cannot advise 18 November 2020 Phoned MDD debt again MDD Debt cannot find file, Cannot advise 18 November 2020 Phoned Vodacom Accounts Vodacom accounts propose I email Vodacom Legal 23 November 2020 pHone Vodacom Accounts to cancel data, cell phone and other contracts that was due for upgrades at Feb 2020 Phoned Vodacom Accounts requesting conversion of below contracts to prepaid while the resolution is finally obtained. Accounts indicates they are not able. I must email legal. Request to convert to prepaid: 4) Primary Number – *** : a. Convert/Cancel Uchoose flexi b. WHY DO I STILL HAVE TO PAY HANDSET IF THAT CONTRACT AND HANDSET BEEN PAID BY FEB2020. WHY IS VODACOM charging me still for that????. Please remove 5) U choose Line Rental - Convert or cancel ( no idea what this is) 6) *** – Convert/ Cancel a. I don’t have the SIM Use of the Vodacom accounts has been blocked because of non payment. I notice in November it working again 7) 23 November 2020, Email Legal Eventually email legal to request resolution, negotiation, and support.
GEUSS WHAT – NO response up to 30 November. No Surprise??? 27 November 2020 Identified Vodacom primary line – ***, allowing phone calls again. Made payment for the primary number for this month
30 November Current timeline and request negotiations/ support etc to Vodacom Legal, Customer Care, Accounts
Lets see if there is any response? Conclusion: I had no use of Vodacom service, which Vodacom billed me every month, May to September 2020. I cannot see how I must make payments for months where my account was locked by Vodacom.
Date January 2020 ***) Mondi Mobile phones to upgrade data contract and to upgrade personal primary number. Sales Special discussed and agree data to be upgraded for 50GB/mnth any time; 50GB/mnth night time; and 50GBmnth anytime as special. After 3 days of evaluating, contract upgrade accepted 31 Jan 2020 RAM Couriers RAM Couriers delivers modem and sim Card *** 9014 5- 12 February 2020 Internet Connection Issues – Only works at night time Modem received, but could not connect to internet during daytime. Contacted Vodacom and enquired as to reason why there is a connection issues. Vodacom Customer support gave different reasons at each phone call. 1) At first they tried to reset the Vodacom signal. DID NOT WORK 2) Then Vodacom support indicated that I used all available data, which was not possible since it was used for 2hrs. 2) Third call, Vodacom Support indicated that contract only 50GB night time, no daytime data. NOT CONTRACT TAKEN OUT 3) Fourth Call, Vodacom Support indicated that now the package is 50GB day and 50GB night time with additional 50GB night time, but my 2hrs used supposidely depleted my daytime 50GB??? Not possible Investigations were logged around contract type. Did not record these Investigations Numbers Summary: VODACOM HAS NO IDEA WHAT PACKAGE IS AM SUPPOSE TO HAVE UPGRADED TOO.
February 2020
Vodacom points Resolution to Mondi Mobile Vodacom states I must resolve with Mondi Mobile as upgrade agent. Continuous phone call
Request to Vodacom Accounts to Cancel upgrade. Vodacom accounts recommend investigation, and states that I can cancel after upgrade. 25Feb 3:27pm Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package 25 March 8:26am 25March 8:23 am Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package 25 March 2020 Called Vodacom Customer Care Vodacom dispute reference: *** 06 April 2020, Called Vodacom Customer Care Vodacom dispute reference: 1- *** 06 April 2:29pm 06 April 2:15pm Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package 28 April Agreed Cancellation of Upgrade on Data Contract. Obtained another service provider to operate my business April 2020 Three payments debited for Data contract with no service. Could not continue to pay, since I had to take out another contract to operate my business. Customer service was contacted. No Accounts available due to COVID. Instructed 2nd time that I will reverse the debit. May – June 2020 Return of Modem Modem with Data Sim was packaged and at reception of company for 2-3 months. NOTE: An Incorrect data packages serves no purpose since there placing a sim in my modem to gain a couple of MB to run a business is pointless. That was why the Data contract was never used until Jan 2020, when it was upgraded to a package that could serve home business. Night time data of 50GB has no value since I am not going to wake up between 11pm – 5am to do my work!!
Failed collections: RAM couriers phoned twice past 5pm in week days stating they are at my company to collect the Modem, but company closed and no one answering since its past 5pm ( Note – it was approximate a month between these two events)
I phoned Customer Support numerous times requesting during this period, requesting that I deliver modem to choice of Vodacom shop to close this ISSUE. Vodacom every highlighted RAM will collect and there is no other options!!!
19 May 2020 RAM Couriers Ram Couriers phoens again to collect Vodacom modem that has already been collected on the 13 July 2020 25 May 11:37 25 May 11:36 Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package End May 2020 Reverse 1st payment Another month with no communication from Vodacom. Reverse the debit. Sitting at 30% of standard salary. Cannot afford to pay Vodacom a service not received, and NO ONE AT VODACOM CARES
NOTE – So, at this point I have paid 3 x R800 (approx. extra with previous payments) June 2020 Primary contact number for Vodacom – *** now blocked by Vodacom because of non payment. No service received
NOTE: NOT WILLING TO PAY FOR THE MONTHS WHERE MY OTHER NUMBERS USAGE WAS BLOCKED BECAUSE OF THIS INCIDENT. PRACTICALLY, MY ACCOUNT WAS IN POSITIVE BECAUSE OF CONTRACT CHARGES June 2020 Reverse 2nd Payment Another month with no communication from Vodacom. Reverse the debit. Sitting at 30% of standard salary. Cannot afford to pay Vodacom a service not received, and NO ONE AT VODACOM CARES
24 June 3:52pm Phoned Vodacom Accounts 3:52pm 3:49 pm 3:48 pm Number of dropped/ accounts just drops while talking, call indicative how many attempts made. Investigation Logged 25 June Phone Vodacom Accounts (***) since no Resolution
9:44am 10:01am 10:00 am 11:25am Number of dropped/ accounts just drops while talking, call indicative how many attempts made. Investigation Logged 27 June 2020 Eventually go to Vodaworld to attempt to obtain a solution there Went to VodaWorld at Midrand to hopefulle resolve this issue with someone that is actually willing to speak with me. Spoke to Diego Booi at Voda world. I withdrew debit approval from my Capitec accounts, since no resolution is obtained. Ref: *** voda world, 27 June Banking Authority Revoked Revoking Authority to Debit Letter to Vodacom 30 June 2020 Email Vodaworld enquiring on feedback Email Diego, he indicated he will follow up on progress of investigation 31 June 2020 SMS that Investigations concluded Get email that Investigation is concluded. No response as to outcome. No call to me JUST LIKE BEFORE – A DARK PIT OF DISPAIR I Contacted accounted and customer services enquiring to speak to Investigator to understand what was result. No one could assist 01 July 2020 Email Vodaworld again for feedback Email Diego again asking for assistance and clarity 13 July 2020 RAM Couriers ***) Collects Vodacom Modem at 3:56pm
15 July 2020 Call to Mondi Mobile Contacted Mondi Mobile to enquire if Modem received and the reverse of upgrade and when this will finally be resolved. Response: Vodacom will inform me when the contract is reversed. Recommended that I am patient since Modem has been collected I GAVE UP – NOTHING. I AM TRYING TO KEEP MY BUSINESS AFLOAT DURING COVID . THANKS TO VODACOM I CANNOT CALL ANYONE. HOW DO I NOW DO BUSINESS!!!!??? 06 August Call to Mondi Mobile One More attempt Enquired about when the Data Upgrade will be reversed and when this will finally be resolved. Response: Vodacom will inform me when the contract is reversed. Recommended that I am patient since Modem has been collected 13 November 2020 Vodaworld Customer Care I visit Vodaworld again to a THIRD concentrated focus to get this resolved. Consultant prints out statement and states that according to statements the contract was revered in July somewhere???
PS - ZERO comms to their client
Phone Vodacom Accounts. They state account has been handed over to MDD Debt collectors. They Cannot help me 16 November 2020 Phone MDD Debt MDD Debt cannot find file, Cannot advise 18 November 2020 Phoned MDD debt again MDD Debt cannot find file, Cannot advise 18 November 2020 Phoned Vodacom Accounts Vodacom accounts propose I email Vodacom Legal 23 November 2020 pHone Vodacom Accounts to cancel data, cell phone and other contracts that was due for upgrades at Feb 2020 Phoned Vodacom Accounts requesting conversion of below contracts to prepaid while the resolution is finally obtained. Accounts indicates they are not able. I must email legal. Request to convert to prepaid: 4) Primary Number – *** : a. Convert/Cancel Uchoose flexi b. WHY DO I STILL HAVE TO PAY HANDSET IF THAT CONTRACT AND HANDSET BEEN PAID BY FEB2020. WHY IS VODACOM charging me still for that????. Please remove 5) U choose Line Rental - Convert or cancel ( no idea what this is) 6) *** – Convert/ Cancel a. I don’t have the SIM Use of the Vodacom accounts has been blocked because of non payment. I notice in November it working again 7) 23 November 2020, Email Legal Eventually email legal to request resolution, negotiation, and support.
GEUSS WHAT – NO response up to 30 November. No Surprise??? 27 November 2020 Identified Vodacom primary line – ***, allowing phone calls again. Made payment for the primary number for this month
30 November Current timeline and request negotiations/ support etc to Vodacom Legal, Customer Care, Accounts
Lets see if there is any response? Conclusion: I had no use of Vodacom service, which Vodacom billed me every month, May to September 2020. I cannot see how I must make payments for months where my account was locked by Vodacom.
Date January 2020 ***) Mondi Mobile phones to upgrade data contract and to upgrade personal primary number. Sales Special discussed and agree data to be upgraded for 50GB/mnth any time; 50GB/mnth night time; and 50GBmnth anytime as special. After 3 days of evaluating, contract upgrade accepted 31 Jan 2020 RAM Couriers RAM Couriers delivers modem and sim Card *** 9014 5- 12 February 2020 Internet Connection Issues – Only works at night time Modem received, but could not connect to internet during daytime. Contacted Vodacom and enquired as to reason why there is a connection issues. Vodacom Customer support gave different reasons at each phone call. 1) At first they tried to reset the Vodacom signal. DID NOT WORK 2) Then Vodacom support indicated that I used all available data, which was not possible since it was used for 2hrs. 2) Third call, Vodacom Support indicated that contract only 50GB night time, no daytime data. NOT CONTRACT TAKEN OUT 3) Fourth Call, Vodacom Support indicated that now the package is 50GB day and 50GB night time with additional 50GB night time, but my 2hrs used supposidely depleted my daytime 50GB??? Not possible Investigations were logged around contract type. Did not record these Investigations Numbers Summary: VODACOM HAS NO IDEA WHAT PACKAGE IS AM SUPPOSE TO HAVE UPGRADED TOO.
February 2020
Vodacom points Resolution to Mondi Mobile Vodacom states I must resolve with Mondi Mobile as upgrade agent. Continuous phone call
Request to Vodacom Accounts to Cancel upgrade. Vodacom accounts recommend investigation, and states that I can cancel after upgrade. 25Feb 3:27pm Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package 25 March 8:26am 25March 8:23 am Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package 25 March 2020 Called Vodacom Customer Care Vodacom dispute reference: *** 06 April 2020, Called Vodacom Customer Care Vodacom dispute reference: 1- *** 06 April 2:29pm 06 April 2:15pm Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package 28 April Agreed Cancellation of Upgrade on Data Contract. Obtained another service provider to operate my business April 2020 Three payments debited for Data contract with no service. Could not continue to pay, since I had to take out another contract to operate my business. Customer service was contacted. No Accounts available due to COVID. Instructed 2nd time that I will reverse the debit. May – June 2020 Return of Modem Modem with Data Sim was packaged and at reception of company for 2-3 months. NOTE: An Incorrect data packages serves no purpose since there placing a sim in my modem to gain a couple of MB to run a business is pointless. That was why the Data contract was never used until Jan 2020, when it was upgraded to a package that could serve home business. Night time data of 50GB has no value since I am not going to wake up between 11pm – 5am to do my work!!
Failed collections: RAM couriers phoned twice past 5pm in week days stating they are at my company to collect the Modem, but company closed and no one answering since its past 5pm ( Note – it was approximate a month between these two events)
I phoned Customer Support numerous times requesting during this period, requesting that I deliver modem to choice of Vodacom shop to close this ISSUE. Vodacom every highlighted RAM will collect and there is no other options!!!
19 May 2020 RAM Couriers Ram Couriers phoens again to collect Vodacom modem that has already been collected on the 13 July 2020 25 May 11:37 25 May 11:36 Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package End May 2020 Reverse 1st payment Another month with no communication from Vodacom. Reverse the debit. Sitting at 30% of standard salary. Cannot afford to pay Vodacom a service not received, and NO ONE AT VODACOM CARES
NOTE – So, at this point I have paid 3 x R800 (approx. extra with previous payments) June 2020 Primary contact number for Vodacom – *** now blocked by Vodacom because of non payment. No service received
NOTE: NOT WILLING TO PAY FOR THE MONTHS WHERE MY OTHER NUMBERS USAGE WAS BLOCKED BECAUSE OF THIS INCIDENT. PRACTICALLY, MY ACCOUNT WAS IN POSITIVE BECAUSE OF CONTRACT CHARGES June 2020 Reverse 2nd Payment Another month with no communication from Vodacom. Reverse the debit. Sitting at 30% of standard salary. Cannot afford to pay Vodacom a service not received, and NO ONE AT VODACOM CARES
24 June 3:52pm Phoned Vodacom Accounts 3:52pm 3:49 pm 3:48 pm Number of dropped/ accounts just drops while talking, call indicative how many attempts made. Investigation Logged 25 June Phone Vodacom Accounts (***) since no Resolution
9:44am 10:01am 10:00 am 11:25am Number of dropped/ accounts just drops while talking, call indicative how many attempts made. Investigation Logged 27 June 2020 Eventually go to Vodaworld to attempt to obtain a solution there Went to VodaWorld at Midrand to hopefulle resolve this issue with someone that is actually willing to speak with me. Spoke to Diego Booi at Voda world. I withdrew debit approval from my Capitec accounts, since no resolution is obtained. Ref: *** voda world, 27 June Banking Authority Revoked Revoking Authority to Debit Letter to Vodacom 30 June 2020 Email Vodaworld enquiring on feedback Email Diego, he indicated he will follow up on progress of investigation 31 June 2020 SMS that Investigations concluded Get email that Investigation is concluded. No response as to outcome. No call to me JUST LIKE BEFORE – A DARK PIT OF DISPAIR I Contacted accounted and customer services enquiring to speak to Investigator to understand what was result. No one could assist 01 July 2020 Email Vodaworld again for feedback Email Diego again asking for assistance and clarity 13 July 2020 RAM Couriers ***) Collects Vodacom Modem at 3:56pm
15 July 2020 Call to Mondi Mobile Contacted Mondi Mobile to enquire if Modem received and the reverse of upgrade and when this will finally be resolved. Response: Vodacom will inform me when the contract is reversed. Recommended that I am patient since Modem has been collected I GAVE UP – NOTHING. I AM TRYING TO KEEP MY BUSINESS AFLOAT DURING COVID . THANKS TO VODACOM I CANNOT CALL ANYONE. HOW DO I NOW DO BUSINESS!!!!??? 06 August Call to Mondi Mobile One More attempt Enquired about when the Data Upgrade will be reversed and when this will finally be resolved. Response: Vodacom will inform me when the contract is reversed. Recommended that I am patient since Modem has been collected 13 November 2020 Vodaworld Customer Care I visit Vodaworld again to a THIRD concentrated focus to get this resolved. Consultant prints out statement and states that according to statements the contract was revered in July somewhere???
PS - ZERO comms to their client
Phone Vodacom Accounts. They state account has been handed over to MDD Debt collectors. They Cannot help me 16 November 2020 Phone MDD Debt MDD Debt cannot find file, Cannot advise 18 November 2020 Phoned MDD debt again MDD Debt cannot find file, Cannot advise 18 November 2020 Phoned Vodacom Accounts Vodacom accounts propose I email Vodacom Legal 23 November 2020 pHone Vodacom Accounts to cancel data, cell phone and other contracts that was due for upgrades at Feb 2020 Phoned Vodacom Accounts requesting conversion of below contracts to prepaid while the resolution is finally obtained. Accounts indicates they are not able. I must email legal. Request to convert to prepaid: 4) Primary Number – *** : a. Convert/Cancel Uchoose flexi b. WHY DO I STILL HAVE TO PAY HANDSET IF THAT CONTRACT AND HANDSET BEEN PAID BY FEB2020. WHY IS VODACOM charging me still for that????. Please remove 5) U choose Line Rental - Convert or cancel ( no idea what this is) 6) *** – Convert/ Cancel a. I don’t have the SIM Use of the Vodacom accounts has been blocked because of non payment. I notice in November it working again 7) 23 November 2020, Email Legal Eventually email legal to request resolution, negotiation, and support.
GEUSS WHAT – NO response up to 30 November. No Surprise??? 27 November 2020 Identified Vodacom primary line – ***, allowing phone calls again. Made payment for the primary number for this month
30 November Current timeline and request negotiations/ support etc to Vodacom Legal, Customer Care, Accounts
Lets see if there is any response? Conclusion: I had no use of Vodacom service, which Vodacom billed me every month, May to September 2020. I cannot see how I must make payments for months where my account was locked by Vodacom.
Date January 2020 ***) Mondi Mobile phones to upgrade data contract and to upgrade personal primary number. Sales Special discussed and agree data to be upgraded for 50GB/mnth any time; 50GB/mnth night time; and 50GBmnth anytime as special. After 3 days of evaluating, contract upgrade accepted 31 Jan 2020 RAM Couriers RAM Couriers delivers modem and sim Card *** 9014 5- 12 February 2020 Internet Connection Issues – Only works at night time Modem received, but could not connect to internet during daytime. Contacted Vodacom and enquired as to reason why there is a connection issues. Vodacom Customer support gave different reasons at each phone call. 1) At first they tried to reset the Vodacom signal. DID NOT WORK 2) Then Vodacom support indicated that I used all available data, which was not possible since it was used for 2hrs. 2) Third call, Vodacom Support indicated that contract only 50GB night time, no daytime data. NOT CONTRACT TAKEN OUT 3) Fourth Call, Vodacom Support indicated that now the package is 50GB day and 50GB night time with additional 50GB night time, but my 2hrs used supposidely depleted my daytime 50GB??? Not possible Investigations were logged around contract type. Did not record these Investigations Numbers Summary: VODACOM HAS NO IDEA WHAT PACKAGE IS AM SUPPOSE TO HAVE UPGRADED TOO.
February 2020
Vodacom points Resolution to Mondi Mobile Vodacom states I must resolve with Mondi Mobile as upgrade agent. Continuous phone call
Request to Vodacom Accounts to Cancel upgrade. Vodacom accounts recommend investigation, and states that I can cancel after upgrade. 25Feb 3:27pm Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package 25 March 8:26am 25March 8:23 am Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package 25 March 2020 Called Vodacom Customer Care Vodacom dispute reference: *** 06 April 2020, Called Vodacom Customer Care Vodacom dispute reference: 1- *** 06 April 2:29pm 06 April 2:15pm Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package 28 April Agreed Cancellation of Upgrade on Data Contract. Obtained another service provider to operate my business April 2020 Three payments debited for Data contract with no service. Could not continue to pay, since I had to take out another contract to operate my business. Customer service was contacted. No Accounts available due to COVID. Instructed 2nd time that I will reverse the debit. May – June 2020 Return of Modem Modem with Data Sim was packaged and at reception of company for 2-3 months. NOTE: An Incorrect data packages serves no purpose since there placing a sim in my modem to gain a couple of MB to run a business is pointless. That was why the Data contract was never used until Jan 2020, when it was upgraded to a package that could serve home business. Night time data of 50GB has no value since I am not going to wake up between 11pm – 5am to do my work!!
Failed collections: RAM couriers phoned twice past 5pm in week days stating they are at my company to collect the Modem, but company closed and no one answering since its past 5pm ( Note – it was approximate a month between these two events)
I phoned Customer Support numerous times requesting during this period, requesting that I deliver modem to choice of Vodacom shop to close this ISSUE. Vodacom every highlighted RAM will collect and there is no other options!!!
19 May 2020 RAM Couriers Ram Couriers phoens again to collect Vodacom modem that has already been collected on the 13 July 2020 25 May 11:37 25 May 11:36 Mondi Mobile *** Called Mondi Mobile to resolve Contract issue on correct package End May 2020 Reverse 1st payment Another month with no communication from Vodacom. Reverse the debit. Sitting at 30% of standard salary. Cannot afford to pay Vodacom a service not received, and NO ONE AT VODACOM CARES
NOTE – So, at this point I have paid 3 x R800 (approx. extra with previous payments) June 2020 Primary contact number for Vodacom – *** now blocked by Vodacom because of non payment. No service received
NOTE: NOT WILLING TO PAY FOR THE MONTHS WHERE MY OTHER NUMBERS USAGE WAS BLOCKED BECAUSE OF THIS INCIDENT. PRACTICALLY, MY ACCOUNT WAS IN POSITIVE BECAUSE OF CONTRACT CHARGES June 2020 Reverse 2nd Payment Another month with no communication from Vodacom. Reverse the debit. Sitting at 30% of standard salary. Cannot afford to pay Vodacom a service not received, and NO ONE AT VODACOM CARES
24 June 3:52pm Phoned Vodacom Accounts 3:52pm 3:49 pm 3:48 pm Number of dropped/ accounts just drops while talking, call indicative how many attempts made. Investigation Logged 25 June Phone Vodacom Accounts (***) since no Resolution
9:44am 10:01am 10:00 am 11:25am Number of dropped/ accounts just drops while talking, call indicative how many attempts made. Investigation Logged 27 June 2020 Eventually go to Vodaworld to attempt to obtain a solution there Went to VodaWorld at Midrand to hopefulle resolve this issue with someone that is actually willing to speak with me. Spoke to Diego Booi at Voda world. I withdrew debit approval from my Capitec accounts, since no resolution is obtained. Ref: *** voda world, 27 June Banking Authority Revoked Revoking Authority to Debit Letter to Vodacom 30 June 2020 Email Vodaworld enquiring on feedback Email Diego, he indicated he will follow up on progress of investigation 31 June 2020 SMS that Investigations concluded Get email that Investigation is concluded. No response as to outcome. No call to me JUST LIKE BEFORE – A DARK PIT OF DISPAIR I Contacted accounted and customer services enquiring to speak to Investigator to understand what was result. No one could assist 01 July 2020 Email Vodaworld again for feedback Email Diego again asking for assistance and clarity 13 July 2020 RAM Couriers ***) Collects Vodacom Modem at 3:56pm
15 July 2020 Call to Mondi Mobile Contacted Mondi Mobile to enquire if Modem received and the reverse of upgrade and when this will finally be resolved. Response: Vodacom will inform me when the contract is reversed. Recommended that I am patient since Modem has been collected I GAVE UP – NOTHING. I AM TRYING TO KEEP MY BUSINESS AFLOAT DURING COVID . THANKS TO VODACOM I CANNOT CALL ANYONE. HOW DO I NOW DO BUSINESS!!!!??? 06 August Call to Mondi Mobile One More attempt Enquired about when the Data Upgrade will be reversed and when this will finally be resolved. Response: Vodacom will inform me when the contract is reversed. Recommended that I am patient since Modem has been collected 13 November 2020 Vodaworld Customer Care I visit Vodaworld again to a THIRD concentrated focus to get this resolved. Consultant prints out statement and states that according to statements the contract was revered in July somewhere???
PS - ZERO comms to their client
Phone Vodacom Accounts. They state account has been handed over to MDD Debt collectors. They Cannot help me 16 November 2020 Phone MDD Debt MDD Debt cannot find file, Cannot advise 18 November 2020 Phoned MDD debt again MDD Debt cannot find file, Cannot advise 18 November 2020 Phoned Vodacom Accounts Vodacom accounts propose I email Vodacom Legal 23 November 2020 pHone Vodacom Accounts to cancel data, cell phone and other contracts that was due for upgrades at Feb 2020 Phoned Vodacom Accounts requesting conversion of below contracts to prepaid while the resolution is finally obtained. Accounts indicates they are not able. I must email legal. Request to convert to prepaid: 4) Primary Number – *** : a. Convert/Cancel Uchoose flexi b. WHY DO I STILL HAVE TO PAY HANDSET IF THAT CONTRACT AND HANDSET BEEN PAID BY FEB2020. WHY IS VODACOM charging me still for that????. Please remove 5) U choose Line Rental - Convert or cancel ( no idea what this is) 6) *** – Convert/ Cancel a. I don’t have the SIM Use of the Vodacom accounts has been blocked because of non payment. I notice in November it working again 7) 23 November 2020, Email Legal Eventually email legal to request resolution, negotiation, and support.
GEUSS WHAT – NO response up to 30 November. No Surprise??? 27 November 2020 Identified Vodacom primary line – ***, allowing phone calls again. Made payment for the primary number for this month
30 November Current timeline and request negotiations/ support etc to Vodacom Legal, Customer Care, Accounts
Lets see if there is any response? Conclusion: I had no use of Vodacom service, which Vodacom billed me every month, May to September 2020. I cannot see how I must make payments for months where my account was locked by Vodacom.
