VODACOM ***** CASE OPENED - NO COMMUNICATION AND BROKEN PROMISES FROM VODACOM

In January 2017 I have app**** for a DATA ONLY contract with Vodacom, branch @Carnivall. This is the only contract that I had with this institution and this was used by my kids for their research while studying. On 19 February 2019 the amount deducted for this contract was slightly higher and I thought this would be due to the fact that the 2-year contract expired and this would be the amount for a month-to-month contract going forward. However, on the 2nd of March an even bigger amount was deducted from my account and this prompted me to visit the branch where I originally app**** for my contract. To my surprise, when my profile was called up, there was no longer a DATA package, but it was changed to a normal cell contract, with an additional cell contract taken out. The cell numbers as well as email address on the profile was not even mine, yet it was my ID number and my bank details. They could not tell me who signed for the 2 Samsung S9 handsets handed out on the contract as this was app**** for online. When I complained about this, I was told to take it up with the branch manager who was conveniently not in the store at the time. That afternoon, after several calls made to different departments of Vodacom, I finally got the number for their ***** line, but as a call was not logged, I did not have a ref number and they could not assist. I have then logged a call, completed and submitted the requested documents on the 6th of March. Upon submission of these documents, I received an automated message on the 8th of March, stating they will investigate and I will receive feedback within 7 - 14 working days. On the 10th of April, over a month later, as no feedback was received as promised, I sent a follow-up mail, requesting to know what is going on. I resent this on the 12th of April as it did not go through to their mailbox. On the 15th of April I again received the same automated response. As Vodacom never gave me any feedback as promised by their automated message, and we did not receive any service from them since then, we had to make alternative arrangements for DATA and we also decided that this means the contract is now cancelled. On Saturday, 22 June 2019, I received a call from the Vodacom accounts department (I assume), informing me that I am behind on payment of my account with them. When I advised that I have logged a call with their ***** division, I was told there was a credit note passed on my account in April and another credit note passed later on, none of which I was aware as I have NEVER received any account from Vodacom. When I stated that I was not made aware of this, the lady asked if I did not receive the sms, on which I confirmed that NO sms have been received. She continued to say that the account is in arrears and that I should make arrangements to get payment done. She wanted to give me a number to call and I asked her to send me an sms with the number as I was attending a private function. She did not send me any sms with a number at all.

PAYMENT FOR WHAT!!!! That is what I want to know as I have received no further communication from Vodacom since the 15th of April 2019, when I was AGAIN promised feedback on the case within 7 - 14 working days.