Vodacom needs to credit me

I am extremely disappointed in Vodacom; I’ve been their valued or clearly devalued customer for more than 10 years now but this is beyond me. I called Vodacom end of November last year out of concerned due to my invoice being high. I was advised that my account was upgraded which I clearly knew nothing about. I requested for call recordings which were not found. I was then advised to send an email to the ***** Disputes department:

“Good day,

My name is Thabile Khumalo ***; I have a combined account with Vodacom. I was apparently due for an upgrade on my Modem which is on the 4GB package. I called Vodacom in November after receiving my billing account where I realized that my bill was high. I required to find out why this was the case and I was inform by an agent that I was on a 20GB open line that was the cause of my high bill. I also found out that day that I was upgraded in May; I was in shocked because this was without my consent. The Contact Centre Agent advised me to call Rewards in Mondeo which did my upgrade. I did as advised; I requested for call recordings of my Consent and/or agreement to the upgrade. I also decided to escalated the matter to Hellopeter because of the appalling service I received of being sent from pillar to post as no one could account for the Upgrade. A white man called me from Hellopeter to inform me that call recordings could not be found thus, an agent from Vodacom will contact me to tell me what will happen. A Serushna called me on the 4th of December to reiterate the fact that calls could not be found therefore, I will be credited for all the months I was billed on the 20GB and that I will be migrated back to the 4GB package as per my initial contract. End of December came and I realized that my bill was around R958 so I assumed something was done and the credit will soon come but this was not the case. Today I just received my billing and it is R1067 the very same amount I queried, complained about and escalated to Hellopeter. I then called Vodacom to find out why this is still the case with my account. I spoke to an Agent called Busi who transferred me to her Teamleader Tsietsi Zikalala who calmly explained to me that my account was not migrated in December nor any Credit logged to be done on my Account. He also stated that for any credit to be done this should have been reported to the ***** Department. I am honestly livid and disappointed by this and I requested for credit and an investigation to be done. If I will not be credited then I will definitely cancel my account and this is no threat but I cannot be with a service provider I cannot trust.”

I received something that looked like an auto response with a reference number. I was advised to fill in the ***** forms which have 3 of my signatures alongside my ID copy. I did as advised. I received an email cc’ing the mondo rewards store to kind see my complaint and advise. Then for about 2 weeks I received no communication until this week when I received 2 SMSes stating that my query was resolved and that was it. I wasn’t sure if my query was resolved so that I can be credited as per my request or what. So yet again I had to call Vodacom to find out what this means. I spoke to Puseletso who told me that on her side it states that I didn’t forward the relevant documents. To my surprise this was not communicated to me in the email I got nor was it true. So basically I have been debited for months an upgrade I didn’t do and this cannot be resolved? What ****ery is this? If I was Mrs Matthews or Van Nie Kerk was I going to get the same treatment? I feel like this because I now feel like I’m taken for ride. I want to be credited. I want to cancel my contract with Vodacom. This is very displeasing.