Vodacom data system incompetence

This contract IS A TOP UP contract and has been in place for many years. No changes have been requested from my side!

25 November 2018: I received a message saying that my data was low I tried to purchase data via the My Vodacom app but it only allowed me to buy 500 MB at an exorbitant rate. I then tried to purchase via *135# but it would not allow me to purchase for another number. I called and spoke to an operator and was then transferred to your “Technical Department” (I kept no written record at the time because I did not expect this to turn into a nightmare) The gentlemen on that day explained that there had been a change on your servers and that there was a technical problem with my account. He assisted data for me and activated the VAS transfer functionality.

I then purchased data via*135#:: 2GB @ R249 - SMS PROOF

Separate problem: I also cannot access the messages that are sent to my modem - the website that used to work no longer functions.

26 November I tried to see if the problem was fixed and puchase data via My Vodacom Still not working I called and spoke to Lerato (who was quite rude) Was given a “****” reference number: 269----

2 December I should have had my regular 5GB of contract data available Went into My Vodacom app and saw that I had ZERO data. Problem #1: - I had not even been at home on the 1st so had not used any of my regular contract data which gets activated on the 1st of each month Problem #2: - there was already a large out-of-bundle charge

I then purchased data via *135#: 2GB @ R249 - SMS PROOF

7 December Checked to see the status on My Vodacom app Still big out of bundle charged accumulating Still could not buy data on the app

Called Vodacom Spoke to Mpho (also very rude). I explained that I had previously dealt with the Technical Department only to be told there is no such thing ??? Was put through to Thulani in the “Service Department” Eventually was given an actual reference number 1 - 342---

9 December Checked to see the status on My Vodacom app Still big out of bundle charged accumulating Still could not buy data on the app

I went into Vodacom at Benoni Lakeside Mall Spoke to Trevor Was given another reference number : 1-342---

I then purchased data via *135#: 2GB @ R249 - SMS PROOF

So now that is 11 GB of data that have “disappeared” between 25 November and 9 December !

16 December Checked to see the status on My Vodacom app Still big out of bundle charged accumulating Still could not buy data on the app

Phoned Vodacom and asked for supervisor - Spoke to Kelley A reference for a data dispute was raised : 1 - 342---

I was out of the country from 17 December to 4 January. My data modem was switched off

3 January Received a letter from Ikraam Abraham regarding a “goodwill reimbur*****t” and a recommendation to upgrade to a top-up contract. 1. There is NO goodwill involved here at all - Vodacom has broken my account and Vodacom has done NOTHING to fix it. 2. I have had a top-up account from day 1. The top-up part is the bit that’s not working! 3. I am not an idiot and the patronising tone of this letter is a disgrace. (ps: the numbers and website links in the letter are all out of date and not active - it’s a joke!)

7 January The message light is on my modem but I cannot access the website (error message: no longer exists) so have no idea what the issue is now?

11 January Checked my Vodacom app - account looks okay but tried to buy data anyway - NO

Called Vodacom Spoke to supervisor Gareth The new story is that I have accumulated over R 4000 in out of bundle charges and my account has been blocked from buying data. Was informed that this value will be deducted off my account at the end of January New reference : 1 - 342---

Current status Zero solutions for fixing my account so that I can buy data Zero solutions for me being able to actually access messages related to this account Zero solutions for the endlessly accumulating out-of bundle charges