Vodacom Customer Complaints - They do not care

<p>I have been a loyal customer of Vodacom for many years and this is now the second time I have lodged a complaint about my account and for the second time I am getting no response in a year. I am disgusted with their processes and lack of concern around valid issues that I have raised.</p> <p> </p> <p>There has been questionable charges on contracts and data over 7 numbers linked to one account that I have with them. This is the third month I have been billed more than double my normal usage with accounts. My numbers which have limits on them have not been implemented, top up contracts that have more than doubled without any purchases, my app has been blocked, my online portal suddenly has none of the questionable numbers linked to them, my personal information has been changed and suspicious sim card swaps that have not been activated following suspected sim cloaning. My request for quotations for cancellations of my contracts was responded with a message that they are "reluctant to give me the quote."</p> <p>I lodged two data disputes with Vodacom over two consectutive months, and I have only received one response. I was informed they would "refund me in good faith" based on one month of data, no one called me, an email was sent to an address that is not linked to my profile, no explaination of how these random figures were calculated and best of all - the refund is yet to reflect on my account. Not to mention I received response to only one of the months I have questioned and due to no contact from them I do not even know which months query they have refunded for.</p> <p>This month will be the third month I am going to have to lodge a dispute with them for questionable account usage and blocked accounts that have escalated in costs on the 4th day of the month.</p> <p>I have called their contact center, was informed to put all my concerns in writting and send it directly to the Customer Complaints and Customer Care email addresses. I sent my email on 4th July and I am yet to be contacted. The managing agent that Vodacom implemented has also not received any response to my queries and complaints either. Scary that the company Vodacom hires to handle accounts like mine cannot even get a response.</p> <p>One account that has a call and data limit on it which normally is +-R600 a month is currently sitting on +-R3800 since the 4th of this month and has only been softblocked this week. I cannot even top up the contract using Vodacom's app or online profile because this number has mysteriously disappeared from my profile.</p> <p>I sit with a valid concern around my accounts 3 months in a row, concerned that someone is accessing my personal information, concerned someoone has cloaned my account and concerned that Vodacom does not care that this is happening. Vodacom do not care enough to take my account seriously yet they will not give me a quotation to cancelled my exisiting contracts to port over to another service provider.</p> <p>There has been serveral issues nation wide that has been posted all over social media about suspicious account access, about sim card *****, about mysterious disappearing data and exhorbitant data charges. Yet when a loyal customer escalates their concerns and follows their own processes, they are ignored and not responded to.</p> <p> </p> <p>All I ask is to be contacted and have my account properly checked into by a proper agent who has the authority to handle the matter. I expect to get immediate response and not be forced to wait out another month after they debit my account that I am not in agreement with. As a customer who spends huge amount with Vodacom, as a customer who has been with them for more than 10 years - I should think this would not be hard to ask.</p> <p> </p> <p> </p> <p> </p>