Hellopeter
Share Your Experience
ND
Nomandlovu D

1 reviews | Active since Aug 2017

01 Sept 2017, 15:56

Vodacom not resolving customer account queries but blocking service

I lodged a complaint with Vodacom for unexplained and exorbitant billing for out-of-bundle data usage. Vodacom's response is that the billing is correct without giving adequate details as per their contract terms and conditions and are required by RICA. Numerous requests to Vodacom for details of the data usage have been ignored; meanwhile they terminated my services and continue to harass me with unending calls.

0
Replies (4)
Vodacom
Vodacom's reply01 Sept 2017, 17:17
Official

Dear Customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***Please note*** Beware of phishing ****s.

Vodacom will not contact you via Whatsapp to request your personal details.

Regards,
Vodacom Consumer Website Team

Vodacom
Vodacom's reply04 Sept 2017, 09:12
Official

Dear Nomandlovu

It has never been a RICA requirement that Vodacom archive the IP addresses that have been visited by customers. This means that you remain liable for any valid usage even if we cannot see what was done. We do not need to know exactly what you were doing in order to bill you.

We have recorded you SIM card's activity.

Feedback has been provided and it will remain unchanged.

Kind Regards

DL

Vodacom
Vodacom's reply04 Sept 2017, 09:15
Official

Dear Nomandlovu

It has never been a RICA requirement that Vodacom archive the IP addresses that have been visited by customers. This means that you remain liable for any valid usage even if we cannot see what was done. We do not need to know exactly what you were doing in order to bill you.

We have recorded your SIM card's activity.

Feedback has been provided and it will remain unchanged.

Kind Regards

DL

ND
Nomandlovu D's update04 Sept 2017, 13:51
Reviewer Update
I note your comment about Vodacom not being required by RICA to archive the IP addresses visited by customers; however I am not comfortable at all with this view and wonder how would Vodacom satisfy RICA's requirement to assist for ******** prosecution and crime prevention. Basis this I will therefore take it on advi*****t. I enquired on my previous email, and continue to do so, about your Contract Terms and Conditions and specifically the Disclosure of Information clause (Clause 11) and ask that you retrieve my detailed call / data usage records to an extent that I can be able to understand how and when (on those specific dates) was I able to utilize anything between 2,5GB, 7,5GB and up to 12,5GB of data. In this, you do not have to state the IP addresses I visited (while I know that you can); but rather demonstrate the time the usage took place (starting and end times ) and whether the usage was on internet browsing or software upgrage / downloads or any other specifics in usage. Also, as asked on my email to you, clause 28 and 29 of your Contract Terms and Conditions and therefore ask why were there no notifications by Vodacom to me regarding the usage when it reached 70% or 80% or 90% of the allocated ? Like I said on my previous emails, I am expecting Vodacom to address the issue and not just ignore it.