Vodacom incompetency

In October 2018, we upgraded the data contract to a 100 gig day and 100gig night contract. It was done through the Vodacom call Centre, with an Sales representative, and their voice recording. To finalise the deal they needed a company letter head stating which contract we required, with the copy of the directors ID. On this letter, we stated that we requested the contract to be capped and no out of bundle charges to be allowed. Nowhere in this conversation were we requested to state what credit limit we require with Vodacom.

On 7 January, upon returning to work after December shut down, we received an account for R13 219.01 from Vodacom. I immediately sent the invoice and statement by email to the sales lady I had been dealing with, asking how this account had manged to reach this level. We received no response to this email. On 23 January, after seeing the wifi was not working, I sent another email to the Vodacom sales lady requesting her to look into the matter again. Again there was no response. On 30 January Another email was sent, to which I received a reply stating that I need to call the accounts department at Vodacom to address the issue.

On 30 January I called the Vodacom accounts department to be told that in fact this line had not been capped, and that we had been issued with a credit limit of R17 650, which at 17 January had been fully utilized by the out of bundle data. Their out of bundle rates are **********!!!

Our biggest argument here is that a written instruction was not followed and it has cost the company over R30 000 for 2 months cell phone data, on one line. If the original email on the 7th had been addressed, we could also have picked up the error and stopped the account from exceeding the credit limit set by Vodacom in January. And finally, we would like to ask how Vodacom sets their limits without instruction from the client.

I have confirmation from Vodacom that this issue is being addressed, but in the mean time for us to have wifi, the account needs to be paid. So the company is out of pocket while this is sorted out.