Vodacom gives bad service

Vodacom has constantly ignore my query which was logged with them over three months ago , let alone the promises they have made. I have made my complaint a CEO query with them with no success of at least respond as requested ; refer to emails attached below :

From: Wandile Mdzikwa Sent: 19 September 2017 10:20 AM To: 'Matele, Xoliswa, Vodacom South Africa' ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day Xoliswa,

I hate to be made a fool and I sincerely get irritated by your excuses, I need feedback today. You have failed to provide feedback that you promised in three consecutive weeks, what will make me believe that you will be providing feedback on Thursday.

I again want to know what are you going to do relating the inconvenience of me having to take time again and contact Vodacom while you have a query at your desk which you do nothing about. Do you actually realize the emotional stress that you are causing me and the inconvenience. I need you to respond to every point immediately.

Angry Client Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Matele, Xoliswa, Vodacom South Africa ********** Sent: 19 September 2017 10:06 AM To: Wandile Mdzikwa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day Wandile

Please accept my sincere apology for the delay in resolving the matter.

The Managing Executive in our Group Legal department is busy with the matter and will provide feedback by end of business on Thursday.

Please feel free to call me on Friday on the below number should you not hear anything from me.

I apologise for inconvenience caused.

Regards,

Xoliswa Matele Executive Client Liaison Officer Chief Executive Office Landline: +27 82 ********** Email : ********** Address: 2nd Floor Commercial Park , Midrand 1685 www.vodacom.co.za

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From: Wandile Mdzikwa ********** Sent: 04 September 2017 09:50 AM To: Matele, Xoliswa, Vodacom South Africa ********** Cc: CEO ********** Mabunda, Nyimpini, Vodacom South Africa ********** CEO ********** Mabunda, Nyimpini, Vodacom South Africa ********** Love, Warrick, Vodacom South Africa ********** Subscriber Collections ********** Moyo, Peter, Vodacom South Africa (External) ********** ********** Upgrades ********** Vodacom Customer Service ********** Morgan, Linda, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good Morning,

Up to date you fail to attend to my queries?

Regards

Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Wandile Mdzikwa Sent: 31 August 2017 3:20 PM To: 'Matele, Xoliswa, Vodacom South Africa' ********** Cc: 'CEO' ********** 'Mabunda, Nyimpini, Vodacom South Africa' ********** 'CEO' ********** 'Mabunda, Nyimpini, Vodacom South Africa' ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day,

According to your email dated 25 August 2017 , my query was supposed to be finalized this week and I again find myself following you around to do your job and the right thing that you are supposed to do. Another week passes by without concrete feedback. Another month will be resuming tomorrow and you still have not put me into the correct package that we agreed upon.

You still are avoiding some of my questions on my emails, when are you going to do the right thing.

Attend to my query

Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Wandile Mdzikwa Sent: 29 August 2017 3:28 PM To: 'Matele, Xoliswa, Vodacom South Africa' ********** Cc: 'CEO' ********** 'Mabunda, Nyimpini, Vodacom South Africa' ********** 'CEO' ********** 'Mabunda, Nyimpini, Vodacom South Africa' ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day

Kindly find attached proof of payment made for R249.00 as per my agreement with Vodacom, I will only pay the other amount once full explanation have been given as to where it originates from. I am also awaiting feedback with regards to the service (package) you need to be providing to me as agreed rather than the nonsense package you enforcing on me.

This is still an inconvenience to me and I am extremely unhappy about it….. please attend to my query as a professional service provider . Note media is blind copied for reference sake

Unhappy Client Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Matele, Xoliswa, Vodacom South Africa ********** Sent: 28 August 2017 10:56 AM To: Wandile Mdzikwa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day

Please see below Vodacom banking details:

Vodacom Pty Ltd Standard Bank Business Current Account Account number: ********** 18 Branch: Sandton

See attached invoice for your perusal.

Regards,

Xoliswa Matele Executive Client Liaison Officer Chief Executive Office Landline: +27 82 ********** Email : ********** Address: 2nd Floor Commercial Park , Midrand 1685 www.vodacom.co.za

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From: Wandile Mdzikwa ********** Sent: 28 August 2017 07:40 AM To: Matele, Xoliswa, Vodacom South Africa ********** Cc: CEO ********** Mabunda, Nyimpini, Vodacom South Africa ********** CEO ********** Mabunda, Nyimpini, Vodacom South Africa ********** Love, Warrick, Vodacom South Africa ********** Subscriber Collections ********** Moyo, Peter, Vodacom South Africa (External) ********** ********** Upgrades ********** Vodacom Customer Service ********** Morgan, Linda, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day

Still awaiting your banking details as requested below, come someone do something to provide a service please

Regards Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Wandile Mdzikwa Sent: 25 August 2017 1:36 PM To: 'Matele, Xoliswa, Vodacom South Africa' ********** Cc: 'CEO' ********** 'Mabunda, Nyimpini, Vodacom South Africa' ********** 'CEO' ********** 'Mabunda, Nyimpini, Vodacom South Africa' ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day,

Also send me your banking details so as I can transfer the payment now.

Regards Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Wandile Mdzikwa Sent: 25 August 2017 1:30 PM To: 'Matele, Xoliswa, Vodacom South Africa' ********** Cc: CEO ********** Mabunda, Nyimpini, Vodacom South Africa ********** 'CEO' ********** 'Mabunda, Nyimpini, Vodacom South Africa' ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day Kindly advise where does the R49.00 come from as my agreement is R249.00 and when are you all giving me my data that we agreed upon as well as the R350 airtime. Please make sure that prior to answering you are made aware that this letter is also sent to the Media.

I am awaiting your response so as I can make an internet transfer of the payment and send you the proof. Please respond with regards to what your Legal group findings are as well ?

Regards

Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Matele, Xoliswa, Vodacom South Africa ********** Sent: 25 August 2017 1:14 PM To: Wandile Mdzikwa ********** Cc: CEO ********** Mabunda, Nyimpini, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day

Please see attached Vodacom statement reflecting amount due to you.

The letter from our Group Legal is currently being drafted and will be sent as soon as we receive it.

The delay was die to call recordings which we have now retrieved and the matter will be finalised next week.

Regards,

Xoliswa Matele Executive Client Liaison Officer Chief Executive Office Landline: +27 82 ********** Email : ********** Address: 2nd Floor Commercial Park , Midrand 1685 www.vodacom.co.za

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From: Wandile Mdzikwa ********** Sent: 25 August 2017 10:26 AM To: Matele, Xoliswa, Vodacom South Africa ********** Cc: CEO ********** Mabunda, Nyimpini, Vodacom South Africa ********** Love, Warrick, Vodacom South Africa ********** Subscriber Collections ********** Moyo, Peter, Vodacom South Africa (External) ********** ********** Upgrades ********** Vodacom Customer Service ********** Morgan, Linda, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa Importance: High

Good day Xoliswa,

The last time I had a call from your machine to make arrangement to pay an outstanding of R498.00 of which was not as per our agreement. I am stuck with not knowing how much to pay you guys as my query is still pending and you still have not loaded what I need from you as promised and you also promised feedback last week already and still there is no feedback.

Now please tell me how much to pay you so as I can pay my account and tell me again what is the way forward.

Regards

Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Wandile Mdzikwa Sent: 21 August 2017 10:28 AM To: 'Matele, Xoliswa, Vodacom South Africa' ********** Cc: CEO ********** Mabunda, Nyimpini, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day

I am awaiting your response to date, please attend to my query. I would also appreciate a phone call from you not just email.

Regards

Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Matele, Xoliswa, Vodacom South Africa ********** Sent: 10 August 2017 10:58 AM To: Wandile Mdzikwa ********** Cc: CEO ********** Mabunda, Nyimpini, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Dear Wandile

Kindly be advised the matter has been sent through to our Group Legal to assist.

Feedback will be provided next week as per feedback received from the legal office.

Regards,

Xoliswa Matele Executive Client Liaison Officer Chief Executive Office Landline: +27 82 ********** Email : ********** Address: 2nd Floor Commercial Park , Midrand 1685 www.vodacom.co.za

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From: Wandile Mdzikwa ********** Sent: Monday, 07 August 2017 3:57 PM To: Matele, Xoliswa, Vodacom South Africa ********** Cc: CEO ********** CEO ********** Streichert, Till (Group Finance), Vodacom South Africa ********** Mabunda, Nyimpini, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day

I am still awaiting your response to date …..

Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Wandile Mdzikwa Sent: 04 August 2017 3:46 PM To: 'Matele, Xoliswa, Vodacom South Africa' ********** Cc: 'CEO' ********** 'CEO' ********** 'Streichert, Till (Group Finance), Vodacom South Africa' ********** 'Mabunda, Nyimpini, Vodacom South Africa' ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day

I am awaiting your response to the email below still

Regards Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Wandile Mdzikwa Sent: 31 July 2017 7:18 AM To: 'Matele, Xoliswa, Vodacom South Africa' ********** Cc: 'CEO' ********** 'CEO' ********** 'Streichert, Till (Group Finance), Vodacom South Africa' ********** 'Mabunda, Nyimpini, Vodacom South Africa' ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day

I like your words as I highlighted them in blue on your email below refer to it the contract loaded was not agreed to, so do what we agreed upon, tomorrow is the 1st of August and I’ll be expecting R350 airtime as well as 5 gig of data .

Just do the right thing and stop wasting time.

Regards

Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Matele, Xoliswa, Vodacom South Africa ********** Sent: 28 July 2017 2:35 PM To: Wandile Mdzikwa ********** Cc: CEO ********** Mabunda, Nyimpini, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Dear Wandile

I do not dispute agreeing to migrate your package and I sent you migration quote but after credit vetting results returned the request was declined.

This means I cannot migrate to the proposed package as credit vetting is based on ITC profile and the reason it was declined is due to restrictions.

5 Gig promotional data is not an issue and I have loaded R200 promotional airtime already but the contract cannot be changed to uChoose 350.

I will not be able to load airtime manually every month as this is not an agreement as per contract loaded.

Regards,

Xoliswa Matele Executive Client Liaison Officer Chief Executive Office Landline: +27 82 ********** Email : ********** Address: 2nd Floor Commercial Park , Midrand 1685 www.vodacom.co.za

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From: Wandile Mdzikwa ********** Sent: 28 July 2017 09:26 AM To: Matele, Xoliswa, Vodacom South Africa ********** Cc: CEO ********** CEO ********** Streichert, Till (Group Finance), Vodacom South Africa ********** Mabunda, Nyimpini, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good Xoliswa,

Stop ignoring some of my questions and stop focusing on what you decide to do which is not part of our agreement, You did agree with a written confirmation that you will be migrating the package to U choose 350 at R249.00 without any conditions put forwards as well as free 5 gig of data every month for the coming 24 months.

Now I do not want to hear anything besides that , work on that and stop coming with your tricks of wanting to lure me to agree to what you want. Take ownership of your mistakes.

I will not return the handset as it was agreed on a U choose package as per the call , so you fix your problems and stop going around the bush. If you do not know how then I’ll tell you

If you guys cannot migrate then you will have to load a promotional 5 gig of data till the end of the 24 months and further manually load the promotional airtime that you normally do for the end of term, how difficult is that. I am now getting irritated.

Regards

Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Matele, Xoliswa, Vodacom South Africa ********** Sent: 28 July 2017 9:16 AM To: Wandile Mdzikwa ********** Cc: CEO ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day

As per previous email we will cancel the contract at no sot to you.

Kindly note should you keep the handset we will bill you for the handset as it is part of the contract.

Regards,

Xoliswa Matele Executive Client Liaison Officer Chief Executive Office Landline: +27 82 ********** Email : ********** Address: 2nd Floor Commercial Park , Midrand 1685 www.vodacom.co.za

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From: Wandile Mdzikwa ********** Sent: 28 July 2017 08:43 AM To: Matele, Xoliswa, Vodacom South Africa ********** Cc: CEO ********** Streichert, Till (Group Finance), Vodacom South Africa ********** Mabunda, Nyimpini, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day

Who is going to pay for a contract that I never requested for ? ,

Regards Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Matele, Xoliswa, Vodacom South Africa ********** Sent: 28 July 2017 8:39 AM To: Wandile Mdzikwa ********** Cc: CEO ********** Streichert, Till (Group Finance), Vodacom South Africa ********** Mabunda, Nyimpini, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Dear Wandile

As previously advised we cannot amend your ITC records as there is a restriction.

We are not at liberty to override the system as it declines automatically based on the ITC status.

Based on the above we are unable to make changes as previously advised.

Regards,

Xoliswa Matele Executive Client Liaison Officer Chief Executive Office Landline: +27 82 ********** Email : ********** Address: 2nd Floor Commercial Park , Midrand 1685 www.vodacom.co.za

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From: Wandile Mdzikwa ********** Sent: 25 July 2017 06:42 AM To: Matele, Xoliswa, Vodacom South Africa ********** Cc: CEO ********** Streichert, Till (Group Finance), Vodacom South Africa ********** Mabunda, Nyimpini, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day Xoliswa,

Kindly be advised that I sincerely refuse to be given a package that I did not agree to, I will never pay for that package no matter what and I will sincerely make sure that should it be I will fight this via media. If it was the case of an ITC profile how did it happen that your rep did not say so in the first place and have not picked it up, clearly you do not understand that I am a credit controller and I understand how everything works, I therefore also bring to your attention the inconsistency that Vodacom has been giving me, I have written confirmation of what Vodacom has promised . I guess It is about time I paste all these emails on hello Peter website so as the world should see how I have suffered against the hands of a company I have supported for a decade.

I am disappointed in your failure to again live to what you promised as a company. I shall and repeat not agree to a package that I do not want so the ball is in your court and you will have to make means of how you deliver to your promise. I was about to pay my first R249.00 today but well what shall we say Vodacom has again gone against its promise and let alone any status I have spent over R500,00 a month over the past 48 months on Vodacom, check my transactions. I further request that you send me your ombudsman contact numbers so as I can send a complaint against Vodacom.

I will also be sending all my emails and your responses to the relevant newspapers, I demand a promise given to me as a client and I will never back down on it.

Thank you for your valued support

Regards

Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Matele, Xoliswa, Vodacom South Africa ********** Sent: 24 July 2017 4:12 PM To: Wandile Mdzikwa ********** Cc: CEO ********** Streichert, Till (Group Finance), Vodacom South Africa ********** Mabunda, Nyimpini, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Dear Wandile

We acknowledge receipt of the signed migration quote, however there is a problem with processing the migration.

We received credit vetting results and there is an adverse listing on your ITC profile preventing the migration to go through.

Please contact credit bureaux to correct the adverse listing on your ITC profile we have no control of overriding the information listed there.

The package that was initially issued is what you qualified for and we cannot change the package until there are changes on your ITC profile.

Based on the above we are unable to migrate your package as per previous communication as per credit vetting results.

We will only be able to make changes if we have proof that the adverse listing has been updated.

We apologise for inconvenience caused.

Regards,

Xoliswa Matele Executive Client Liaison Officer Chief Executive Office Landline: +27 82 ********** Email : ********** Address: 2nd Floor Commercial Park , Midrand 1685 www.vodacom.co.za

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From: Wandile Mdzikwa ********** Sent: 21 July 2017 12:33 PM To: Matele, Xoliswa, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day

Kindly receive attached signed form , I hope everything is in order and please respond to today’s request please.

Regards

Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Wandile Mdzikwa Sent: 21 July 2017 9:26 AM To: 'Matele, Xoliswa, Vodacom South Africa' ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good Day Xoliswa,

I acknowledge your email and accept the package as offered below on condition come 1st August 2017 it will be activated. I further request that you send me a statement reflecting all the credits to a zero balance.

I have received a migration form and will sign and email back to you as soon as possible.

Thank you for your assistance and while you at it please top me up with R200.00 promotional airtime for inconvenience caused.

Regards Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Matele, Xoliswa, Vodacom South Africa ********** Sent: 21 July 2017 8:38 AM To: Wandile Mdzikwa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good Morning Wandile

With reference to below collecting all the call recordings will take longer which I have requested however not received yet.

To resolve the matter amicably and quicker we will credit your account and set the balance to zero and migrate the package, however we can only offer 1 promotional data bundle.

The bundle we will offer for 24 months is 5 GIG at no charge and the package uChoose 350 at R249 will be effective as of the 1 August 2017.

Regards,

Xoliswa Matele Executive Client Liaison Officer Chief Executive Office Landline: +27 82 ********** Email : ********** Address: 2nd Floor Commercial Park , Midrand 1685 www.vodacom.co.za

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From: Wandile Mdzikwa ********** Sent: 19 July 2017 10:22 AM To: Matele, Xoliswa, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day Xoliswa,

Kindly be advise that I am not happy with how this query is been handled, it has been more than 4 days and nothing concrete has come out of Vodacom relating to all the 16 points I have raised in my query. You can look for the calls I do not have a problem at all. Actually I’d advise you to listen to all the calls starting from the day of the upgrade and also refer to the calls of 2 years back to get an idea of how I always struggle to get smooth normal service not to mention excellent. I have realised that you lack sense of excellence and urgency when it comes to your client’s and that is very disturbing and upsetting me. I refuse to be subjected to pay some service that I have not requested, who gave Vodacom permission to allocate minutes to the current package and in short the person who loaded the current package will have to pay for it as I never agreed nor requested for that package. People need to take responsibility to their own mistakes.

I also do not accept the U choose 200 offer, I want a U choose 350 package at R249.00 a month as seen at your stores as a promotion. Due to the inconvenience that you are giving me and the emotional distress you causing me I further demand that Vodacom adhere to all the promises made to me being :

2GB of data for 24 months period at no charge, 500 MB of data for 24 months at no charge , a further 2 gig of data for 12 months at no charge and clearance of the current charges to a zero balance.

If I may do my calculations easy to you all this = 2GB of data X 24 Months = R249.00 X 24 = R5976.00 500MB of data X 24 Months = R99.00 X 24 = R2376.00 2GB of data X 24 Months = R249.00 X 12 = R2988.00 Total Cost of promises = R11340.00

Total contract cost is R5976.00 inclusive of airtime and data, now do the Maths and tell me if I do not deserve service from you. This is besides attending to the rest of the queries. So I would advise you that you please attend to this query as soon as possible as it has now dragged to a point where I am now losing my patience and will now refer the matter to my attorney to deal with it if it is not resolved at a promised time. I need precise feedback and action before close of business today.

With regards to the other queries please give precise time on how long your investigation is going to take.

Regards

Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Matele, Xoliswa, Vodacom South Africa ********** Sent: 19 July 2017 9:38 AM To: Wandile Mdzikwa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good Morning Wandile

With reference to below we have to get hold of the conversation where you were advised the balance will be set to zero.

The solution I have offered is to charge the correct amount for the package you mentioned which is uChoose 200 and add the balance of airtime.

This is based on the fact that minutes for the current package were allocated.

With reference to the other complaints we investigate further and revert.

Regards,

Xoliswa Matele Executive Client Liaison Officer Chief Executive Office Landline: +27 82 ********** Email : ********** Address: 2nd Floor Commercial Park , Midrand 1685 www.vodacom.co.za

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From: Wandile Mdzikwa ********** Sent: 17 July 2017 03:45 PM To: Matele, Xoliswa, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day,

Kindly be advised that I requested that Vodacom adhere to the promises they have made to me, on my last conversation with Immanuel Ramavhale he confirmed that he will clear the statement to a zero balance as the R498.00 reflecting as current is still on the wrong package that we have not agreed upon.

I fail to understand why you not taking it into consideration as he confirmed telephonically that my next payment will only be in August 2017. You still have inconvenienced me in the last past 4 days and yet the only word I get is sorry for the inconvenience. Its only now that I have to send this email to the CEO that it has to be resolved yet you have so many customer service departments that have treated me with

You have not specified the package that you are going to effect and what it entails. Please elaborate on it and I hope it includes all you’re the promises made by your staff

You have not even went further to the queries that I still logged with you two years ago that you have not resolved up to date. Just hardly 5 days ago Vodacom advised me that I have used 245 MB of data within an hour while been on whatsaap. I have not downloaded anything and I am supposed to agree to that, I think that is not fair please do through investigation and do right by me as a long loyal client to you.

Regards Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: Matele, Xoliswa, Vodacom South Africa ********** Sent: 17 July 2017 3:24 PM To: Wandile Mdzikwa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day Wandile

With reference to below we confirm that a credit for the incorrect package has been processed and is reflecting, see attached statement.

We further confirm that we will credit amount in arrears which is R426 as a once off gesture of goodwill for service rendered.

We have requested subscriber collections to update and unlock the account, once account is unlocked we will advise.

We will also migrate the package to the correct package and adjust to charge the correct subscription.

We apologise for all inconvenience caused.

Regards,

Xoliswa Matele Executive Client Liaison Officer Chief Executive Office Email : ********** Address: 2nd Floor Commercial Park , Midrand 1685 www.vodacom.co.za

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From: Wandile Mdzikwa ********** Sent: 17 July 2017 12:04 PM To: srm ********** Cc: Matele, Xoliswa, Vodacom South Africa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Good day

Kindly give me feedback as promised on the email below as up to date, I have not received any contact from you. I hope everything is in order .

Regards

Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 ********** Direct Line : +27 11 ********** www.tracker.co.za

From: ********** ********** Sent: 14 July 2017 12:15 PM To: Wandile Mdzikwa ********** Subject: RE: EC-0CUM-2U6XOL FW: Wandile Mdzikwa

Dear Wandile

Thank you for sending your correspondence through to the CEO Office. Your service request number is: EC-0CUM-2U6XOL I am the Client Liaison Officer attending to your request and will be in contact with you. Feedback will be provided regularly, ensuring that you receive progress updates on the resolution of your request.

In the event that you would like to follow-up on your request, please reply to this e-mail with the service request number in the subject line.

Regards, Xoliswa Matele Executive Client Liaison Officer Chief Executive Office Email : ********** Address: 082 Vodacom Boulevard, Midrand 1685 www.vodacom.co.za

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-----Original Message----- From: Wandile Mdzikwa ********** Sent: 14 July 2017 10:50 AM To: Subscriber Collections ********** >; Upgrades ********** Cc: Shameel Joosub ********** >; Streichert, Till (Group Finance), Vodacom South Africa ********** >; Mabunda, Nyimpini, Vodacom South Africa ********** >; Moyo, Peter, Vodacom South Africa (External) ********** >; ********** Subject: Account I ********** -3 - Query

Good day

I am so disappointed with the service that I have been receiving from Vodacom for the past 2 and half years, Please look at the following queries and advise accordingly:

1. Upgrade was done with Vodacom this year in May 2017 and phone was sent without a sim-card, I had to contact you to enquire why and was advised that I should go to a Vodacom store to buy one and I will be given 2 gig of data free of charge for 12 months.

2. I went into the Vodacom store in Maponya mall only to find that the package that I initially agreed to which is a u choose 200 at R249.00 was being offered at R199.00 and a u choose 350 was at R249.00. I then requested to check my package and to my surprise found out that I was given a different package to what I have agreed to.

3. I contacted Vodacom and was promised that on the 1st July my package will be changed to a u choose 200 at R199 and was offered extra data of 500 mega-bites for 24 months. I then clearly advised the lady I would pay my account as soon as the right package was activated.

4. Vodacom failed to leave to its promises and on the 1st July 2017 I realised I have not received the agreed package. I contacted Vodacom on numerous occasions and was advised that the migration was cancelled as the person who was doing the migration loaded another wrong package with a name that has red in it apparently it is plus minus R2000,00.

5. I was promised that my package will be loaded and the total invoice credited as per Mlungisi and he also sent me a half sms to confirm that. Clearly it was not done and no feedback given to me.

6. I contacted Vodacom again and again and eventually spoke to Immanuel Ramavhale who promised that everything will be resolved as we agreed to the following:

(a) Invoice will be cleared to zero balance and my next payment will be end of August 2017

(b) U choose 350 package will be loaded at R249.00 a month plus 2 gig of data for free for the duration of the contract.

7. Now I find an email sent to me without any prior telecommunication and agreement as attached, please elaborate who gave you authority to change to the said package without my concern.

8. Vodacom customer service is very bad you need to start having integrity and serving your client's rather than frustrating them.

9. Your incompetence brings my score down to get good upgrades and what are you going to do to rectify that, why must I pay Vodacom if the service we agreed upon is not provided.

10. What more should one do to get a fair treatment and good customer service at Vodacom, please also refer to all the calls I made to you.

Two years ago this is what happened when I did my upgrade :

1. Wrong device was sent to me, I had to contact Vodacom on numerous occasions to resolve the query and eventually it was resolved.

2. The device I wanted was out of stock and I was offered a different device which I was happy to have however realized after a couple of months that it was a refurbished handset.

3. I logged the query on numerous occasions and up to date that query was never resolved to a point I had to do another upgrade.

4. I logged query last December 2016 to request Vodacom to send me a breakdown of the data usage which they said I used and still feel that the was a problem in your system making 2gig of data to disappear within 20 days while I only use whats-aap and face-book yet up to date my queries have been avoided.

5. I requested for your ombudsman contacts which none of your customer service representative know, how come.

6. When are you going to resolve all these queries.

Closing :

I want know when will Vodacom resolve all of my queries and what are they going to do for the emotional distress they are causing me as a client. I am so inconvenienced that I have to take time off work to type this email after a whole lot of calls which you have proof of. When am I going to be served as a client not a nonentity as per the attitude of some of your reps and team leaders. Why can't Vodacom have the integrity to accept its mistakes and do right.

Very upset client Wandile Mdzikwa Credit Controller Tracker Connect Pty Ltd Johannesburg Office : +27 11 **********