Vodacom disappoints yet again. **** doing its rounds, premium service to resolve non-existent

Dear Vodacom

I am extremely disappointed in your service, to say the least. Let me elaborate...

There comes a time when most consumers have to contact a big corporates customer service desk, such as Vodacom's, to resolve an issue. The thought of having to contact Vodacom's "customer care" line (082 111), brings on disappointment before the call even starts, based on previous experience. Today was no different and your call centre lived up to its reputation of utter disappointment, long waiting periods and unresolved issues.

My call to you today was regarding a known (by Vodacom) **** doing its rounds and slowly but surely taking money off of my account over the past few months. I became suspicious s the debit order amounts on my account have been inconsistent and ever increasing. I have not looked into it until today because of the dreaded possibility of having to call your "customer care" hot-line. Never the less I knuckled down and did what had to be done. Please note, the entire phone call was recorded.

082111 01/09/2019 / 09:43am Call duration: 19:05 (8min 20 Sec to get through to an agent) Agent: Matshidiso Reference number: 1- ********** ********** Nature of call: To query unauthorized debits on my account for the past 4 months totaling R1259.76

As per my discussion with the agent, there is unauthorized amounts being debited from my account with the reference pSquare-hunkydory-c-0 / Hunky Dory / Fun Chat, exact details as per below. The agent said the are only able to look in to the past 3 months records. This is unacceptable. Vodacom is aware of this ****, people have notified them about this previously - surely something should be done about it? There are complaints from May 2018 about the **** - simply Google "Hunky Dory **** Vodacom" to view the complaints.

My expectation: Vodacom looks in to the past 12 months (I am only able to view from September 2018 - present, online), identify the amounts associated to this **** and refund me. Further, this should NOT take 7 working days to resolve, as per the agent I spoke to - MAX 2 working days is acceptable!

Vodacom's promise to Red clients: "Premium Service Desk" - that's a joke, ive never received anything remotely "premium as a Red client". Is premium service desk unresolved issues, 7 working days, 19 min + calls at a time, "we are experiencing high call volumes" EVERY TIME YOU CALL THEM, "our systems are slow" EVRY TIME YOU CALL THEM. Premium service?? I think not. "Priority Queueing" - youre kidding, right? is priority queueing = 9min for an agent to become available? Heres your marketing blurb promising these points: https://myvodacom.secure.vodacom.co.za/vodacom/shopping/plans/red-plans

And here's what I expect you to look in to immediately. As a "premium" subscriber, and a client to Vodacom over the many years, my expectation is that this is dealt with immediately. Show me what VALUE you have to offer me as a "premium" client.

Summary of the information I have access to, below. As mentioned, I expect Vodacom to look in to the past 12 months.

September 2018 Entertainment Services: R313.20 Service Description: pSquare-hunkydory-c-0 Fun / Chat Content Services: R0.00 Total: R313.20

October 2018 Content Services: R167.04 Service Description: pSquare-hunkydory-c-0 / Fun Chat Entertainment Services: R100.92 Total: R267.96

November 2018 Content Services: R116.58 Service Description: pSquare-hunkydory-c-0 / Fun Chat / Oct Hunky Dory Entertainment Services: R240.12 Total: R356.70

December 2018 Content Services: R250.56 Service Description: Fun Chat / Hunky Dory Entertainment Services: R71.34 Total: R321.90

Awaiting your feedback.

A very disappointed, yet again frustrated with Vodacom client, Bruce