vodacom cradlestone

Barbara-Anne Marais (VD) Wed, Jul 6, 9:17 AM (21 hours ago) to Vodacom, jacques, me

Good morning Xolani

Mr Gouws was in our store today regarding this matter, It is not resolved. Client wanted a quotation on cancellation, as I have advised Mr Gouws I can not provide that,only the cancellation dept will be able to do so, Mr Gouws stated yes he received a premature cancellation quotation but is being penalized for the cancellation.

Mr Gouws said that the billing is incorrect even with the price increase.

Please assist the client and get this problem resolved

I am not unhappy about any price increases of 3% - this is not at all what this matter is about? I was incorrectly billed. The quote I received and signed, and the amount on my statement was different. I am not asking for any credits to be passed, I want all my contracts to be cancelled because it has taken 60-days for this not to be corrected which to me is entirely unacceptable. I received over 30 calls from your accounts department, some of them with reference numbers making me sound like I am the one at fault?! Who closed this matter on 6 June and why was I not informed, I would have told you that it was incorrectly closed? I spoke to Barbara on the 24th of June and she told me that she was still awaiting feedback from the area rep? Read my mails, I am willing to pay for the handset and any data that was used but I will not pay for Vodacom's *********** staff's errors and i want all my contracts closed immediately.

On Thu, Jun 30, 2022 at 9:37 AM Barbara-Anne Marais (VD) <***> wrote: Good morning Mr Gouws

Please find the below response from our team .

Hi Barbara,

This matter should not be at this stage as it was closed on 6 June 2022. See below resolution. The difference that the client is not happy about is the 3% increase that was app****. See attachment. Customers were alerted about the price increase and there was a bulletin to all business partners/stores advising on the price increase.

Please advise the customer on the price increase. If it was app**** prior to 1 June 2022, request for a credit by logging a SR.

INC***

Good day

Kindly be advised for the 5GB top up Line rental the Pricelist had value of R173.04

which is why the rental amount is 173.04*1.15=199

And the Handset Instalment value comes out to 191.3*1.15=R220.

So the customer in all has to pay R419 + Calling line clip charge

The billing is in order no further action required from ISD end

Hence the call is closed

Regards Barbara-Anne Marais Vodacom 4U Cradlestone ***

From: "Martin Gouws" <***> To: "Barbara-Anne Marais (VD)" <***> Cc: "jacques" <***> Sent: Tuesday, 5 July, 2022 17:34:01 Subject: Re: Incorrectly Billed

CAUTION: This email originated from outside of the Vodadealers organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. My service has been suspended, I will be visiting the store tomorrow morning.

On Fri, Jul 1, 2022 at 8:52 AM Martin Gouws <***> wrote: I am not unhappy about any price increases of 3% - this is not at all what this matter is about? I was incorrectly billed. The quote I received and signed, and the amount on my statement was different. I am not asking for any credits to be passed, I want all my contracts to be cancelled because it has taken 60-days for this not to be corrected which to me is entirely unacceptable. I received over 30 calls from your accounts department, some of them with reference numbers making me sound like I am the one at fault?! Who closed this matter on 6 June and why was I not informed, I would have told you that it was incorrectly closed? I spoke to Barbara on the 24th of June and she told me that she was still awaiting feedback from the area rep? Read my mails, I am willing to pay for the handset and any data that was used but I will not pay for Vodacom's *********** staff's errors and i want all my contracts closed immediately.

On Thu, Jun 30, 2022 at 9:37 AM Barbara-Anne Marais (VD) <***> wrote: Good morning Mr Gouws

Please find the below response from our team .

Hi Barbara,

This matter should not be at this stage as it was closed on 6 June 2022. See below resolution. The difference that the client is not happy about is the 3% increase that was app****. See attachment. Customers were alerted about the price increase and there was a bulletin to all business partners/stores advising on the price increase.

Please advise the customer on the price increase. If it was app**** prior to 1 June 2022, request for a credit by logging a SR.

INC***

Good day

Kindly be advised for the 5GB top up Line rental the Pricelist had value of R173.04

which is why the rental amount is 173.04*1.15=199

And the Handset Instalment value comes out to 191.3*1.15=R220.

So the customer in all has to pay R419 + Calling line clip charge

The billing is in order no further action required from ISD end

Hence the call is closed

Regards

ISD

Regards Barbara-Anne Marais Vodacom 4U Cradlestone ***

From: "Martin Gouws" <***> To: "Chatz Jacaranda Admin(VD)" <***>, "Barbara-Anne Marais, VD" <***> Cc: "jacques" <***> Sent: Wednesday, 29 June, 2022 16:28:29 Subject: Re: Incorrectly Billed

CAUTION: This email originated from outside of the Vodadealers organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. Case is now with the NCC with all the details, please ask your accounts department to stop bugging me

On Wed, Jun 29, 2022 at 8:25 AM Martin Gouws <***> wrote: I am starting Consumer Council legal action today, regardless if you sort this out or not - not one call from someone who can sort this out in 60-days - so you don't have to worry about his anymore, you are obviously ***********.- I will sort it out

On Tue, Jun 28, 2022 at 8:56 AM Martin Gouws <***> wrote: PLEASE CALL ME URGENTLYT

On Fri, Jun 24, 2022 at 12:19 PM Martin Gouws <***> wrote: Hi Jacques, I am not unhappy with the R50,00 billing error. The reason why I am cancelling all 4 my Vodacom contracts is the lack of service in the last 2 months, and the fact that nobody is taking responsibility or facing consequences.. I have visited Cadelestone Vodacom 8 times. I called them more than 10 times. The escalated this query 6 weeks ago and when I spoke to Barbara this morning they still didnt receive any feedback. I told them from the start that I am willing to pay cash for the handset that I received on one upgrade, and that I would pay for any data used on all the contracts since April, but I am not willing to pay the penalty for 23 months because of Vodacom's bad service. I am being called 3 times a day by computerised accounts calls which just adds to my frustration of being harrassed because of Vodacom's incompetence.

Regards, Martin Gouws ***

On Fri, Jun 24, 2022 at 10:52 AM Chatz Jacaranda Admin(VD) <***> wrote: Hi Jacques.

Help asseblief klient, soos verduidelik vorige week.

Klient het die Upgrades gedoen by Vodacom 4u Cradle Stone mall.

Klient is ongelukkig oor die bedrag wat hy maandeliks moet betaal omrede dit nie ooreenstem met die bedrag wat hy voor geteken het en wat vir hom gese was hy gaan betaal nie,Die is al ‘n probleem vir die klient vir meer as ’n maand en steeds kry hy geen terugvoering of enige komunikasie nie, Ek het ‘n SR gelog vir Billing dispute, En die Terugvoer wat ons kry is as volg.

“Called *** not availble, kindly contact VODACOM 4U CRADLE STONE MALL as upgrade was done at store”

SR NR - ***

Onderstaande is klient se scenario.

Groete.

------------------------------------------------------------------------------------------------------------------------------------------

Good day. Please see below clients email in connection with below sr logged before yet no outcome has come from this, Also see attached in connection with clients query.

Good day,

I did 3 upgrades on 1 May 2022 at the Vodacom Store in Cradestone Mall, I dealt with Chantel. I was incorrectly billed for 1 upgrade where I signed for R379pm and was billed R419pm. I queried this with Chantel 5 times over the next week. Two weeks later Chantel told me to speak to Barbara at Cradlestone. I went in on Monday 23 May 2022 and spoke to Barbara and told her that because the issue wasn't fixed in 3 weeks and I was not satisfied with the service I received, I wanted to cancel all my Vodacom contracts. Vodacom is responsible for the errors and bad service and I shouldn't be held responsible for penalties. Barbara and Chantel acknowledged that Vodacom was at fault. She and Chantel said that they would escalate it to an area manager to sort out and that the area manager would call me. Instead of receiving a phone call, I received the attached 4 emails with quotes for cancellations, still penalising me for 23 months of the contracts.

I haven't had a debit order in place for Vodacom for many years, because of previous bad service and errors billed to me incorrectly and me having to suffer financially as a result, so I have not paid my monthly subs yet. I do not believe in threats, but I know my rights as a consumer as my company is a proud member of the Consumer Council of South Africa - and if my credit record is *****ed as a result of Vodacom's poor service and lack of action when acknowledging Vodacom is wrong - I will exercise my rights legally.

I have been a loyal, timeous paying Vodacom customer for over 20 years, and I expect to be treated with respect.

Regards,

Martin Gouws