Vodacom debiting funds for a cancelled contract

<p>I’ve been in an unfair scenario with Vodacom regarding a contract that was issued to my name and debited off my account without my permission. I feel my rights as a consumer has been violated and I am so disgruntled by the manor in which Vodacom have and presently are handling my query.</p> <p>Please allow me to explain the following: Excerpt of actual query to Pieter and Shameel (Vodacom CEO) Good morning Pieter and Shameel, I wish to bring the following to your attention: I have been incorrectly debited by Vodacom from August 2015 last year for a data contract that I did not agree too. The stock was returned to the warehouse, yet the contract was activated on my account. See email below: Good day, Please cancel *** and refund, for all months client has been invoiced, as sim card was activated even though stock was returned. Y*** shows PUD*** RETURN TO SENDER. Client, MRS ROBYN NEWTON requested to be called on ***, to provide confirmation feedback. I have brought this to Vodacom's attention and was requested to submit an Affidavit and copy of ID, which I did at the beginning of April. After being sent from pillar to post, after systems being moved over to another system not accessible to all, I requested that my refund be expedited (and for me not to be further inconvenienced by a refund taking anything from 5-21 working days). I have been assisted by numerous Vodacom staff – Glynn Jacobs, Paul MacPherson, Thabo Tshili Olga Nwendamutswu and Phumi Tshabalala - I have been told my refund would be expedited. From the long email trail as attached - and numerous calls to their JHB office and lastly resorting to contacting Vodacom’s CEO – Shameel Joosub via email. A lady by the name of Celeste (if I recall correctly) contacted me from Vodacom’s CEO’s Office to assure me my query was received and is being investigated. I eventually got my refund for R915.17 on 18 April 2016. With this came the assurance that this contract had now been cancelled from my account with no further debits coming off for May month. Receiving my statement via post mail I noticed that Vodacom have yet again loaded me to be debited for the contract which I did not sign up for and which according to me was CANCELLED. I contacted the CEO’s office via email to explain my dismay and the utter inconvenience of this all. I received feedback from Xoliswa Matele – Executive Client Liaison Officer – Chief Executive Office advising me of the following: Dear Robyn We acknowledge receipt of the below complaint. Our records reflect that a request for cancellation of the ***** account has been logged. We will follow up and provide feedback. We apologise for inconvenience caused. Regards,Xoliswa Matele -Executive Client Liaison Officer.I responded with the following:Hi Xoliswa,Please provide me with an update on the status of my query.Xoliswa then responded with the below:Good day Robyn The below number has been migrated to our new system and our Forensic department has requires an affidavit and copy of your ID. Once the above information is received and an investigation is conducted the number will be cancelled and all credits due processed. Kindly resend your affidavit and copy of ID. Apologies if you have sent the information before. I proceeded to resend the same documentation which I had already sent to her and requested that my refund be issued to my account by no loater than Friday, 3 June 16 at 12pm. Nothing has been refunded to my account thus far. I’ve been trying to get hold Xoliswa, on the number provided in her signature as well as to Vodacom’s Head Office on *** however Xoliswa was busy with a client on attempt 1 (11.50 today) and on my second attempt, she was out on lunch (13.45 today).I am utterly disgusted at the service Vodacom provides to paying customers. I am frustrated that I need to constantly follow up on funds which has been debited on time without fail without my consent. Constant follow ups – nevermind the time and cost of my calls and still I do not have any funds in my account. I have taken this to the media to look into this and possibly publish this as an article of how Vodacom rips off their customers and fails to follow protocols on their side in order to satisfy customer’s needs. They are so efficient at ensuring debits are done on time but trying to get a refund is trying to get water out of a rock! Regards,Robyn<br /> <br /> </p>