VODACOM - ONGOING DISPUTE SINCE 04/08/2023!!!!!!!!!!!!!!!!

Good Day

AS VODACOM HAS STILL NOT FINALIZED MY DISPUTE I AM POSTING IT ALL OVER AGAIN AND WILL KEEP DOING SO UNTIL THE MATTER HAS BEEN FINALIZED TO MY SATISFACTION!!!!

I contacted VODACOM via Facebook last night as I am completely and utterly flabbergasted as to how my entire dispute has been handled (or NOT HANDLED) by VODACOM CUSTOMER CARE and VODACOM REWARDS departments. I am now at a point where I am going to have to post my dispute on ALL social media platforms and ALL available legal/government dispute departments.

The Vodacom agent from facebook gave me this email address and instructed me to email a “BRIEF” outline of my dispute.

Please see below the KEY POINTS I have regarding an ONGOING DISPUTE WITH VODACOM starting 04 AUGUST 2023.

Please note that should you require a more detailed explanation of exactly what I have been going through, I am more than happy to send you my original dispute email.

24/07/2023

Rewards agent contacted me and offered me a “new deal” where I would receive 2 new devices and NOT PAY MORE THAN WHAT I WAS CURRENTLY PAYING FOR MY EXISTING CONTRACT (+R1000.00/month for 2 existing lines).

The “agent” informed me that I could “DO WHATEVER I LINE WITH MY OLD DEVICE, AS IT IS MINE TO DO WITH AS I PLEASE”.

I SOLD MY OLD DEVICE AS I WAS TOLD I COULD DO SO!!

04/08/2023 – Nicole Jantjies

I picked up that I was now going to be charged for 2 ADDITIONAL LINES @ R320.00/LINE on my Vodacom APP. This is NOT WHAT THE REWARDS AGENT EXPLAINED TO ME!!!! I contacted VODACOM straight away and lodged a DISPUTE for the two additional lines. I was told to wait 72 hours for feedback on my dispute.

05/08/2023 – Najma / and Nicole Jantjies

The individual I SOLD MY OLD DEVICE TO called to inform me the device was LOCKED by Vodacom. So I Logged a complaint and requested my old device be UNLOCKED by VODACOM as IT HAD BEEN SOLD AS THE AGENT INFORMED ME I COULD DO SO!

08/08/2023 – Leoni / Natalie Donkerman (Nicole Janjies manager)

Logged another call/dispute

Leoni confirmed VODACOM will only be deducting just over R1000.00 on 10/08 for my original TWO lines that I am not disputing. Confirms my dispute has been escalated.

10/08/2023 – Nicole Jantjies / Zimvo / Mr Faheem (Zimvo’s manager)

Logged another call / dispute - matter has been “escalated await feed back”

14/08/2023 – Labeeqa

Logged another call / dispute – matter has been “escalated await feed back”

16/08/2023 – Jody

Logged another call / dispute - matter has been “escalated await feed back”

18/08/2023 – Labeeka

Logged another call / dispute - matter has been “escalated await feed back”

19/08/2023 – Patricia (Rewards department)

Logged another dispute.

Patricia informed me that as there was an ongoing dispute with my account, my line would not be cut provided I make a small payment of R500.00 on Monday 21/08/2023 – R500.00 was deducted via a forced debit order on this date. Patricia informed me again that the matter has been escalated and I must please wait until Friday 25/08/2023 and the rewards department would contact me with the resolution of my complaint.

26/08/2023 – Zianda

As I received NO CALL on the 25/08/2023 as promised, I called in YET AGAIN. Only to be told the same thing again – THE MATTER HAS BEEN ESCALATED. I would receive a call within the next 2 hours.

26/08/2023 – Farhaana Marwaan (Rewards department)

Logged another call / dispute - matter has been “escalated await feed back”

29/08/2023 – Kayleen (Rewards department)

I received an SMS from MONDO stating that my dispute HAS BEEN RESOLVED???? No one has even spoken to me??? So I call MONDO – I spoke with a lady named Kayleen.

Kayleen advised me that the INVESTIGATION OF MY DISPUTE HAD BEEN CONFIRMED VALIDATED!! SO VODACOM IS AT FAULT – NOT ME!!!

Unfortunately – the FACT that this whole mess is VODACOMS FAULT does not solve my issue!!! I instructed Kayleen to go ahead and CANCEL THE ADDITIONAL TWO LINES AS THEY WERE NOT REQUESTED.

Kayleen tells me that she will do this, but then needs to have the two new devices collected.

PROBLEM!!!

As previously stated, over and over and over again – I have SOLD MY OLD DEVICE AND HAVE BEEN USING ONE OF THE NEW DEVICES FOR OVER A MONTH!

As the “REWARDS AGAENT” TOLD ME I COULD DO WHAT I WANTED WITH THE OLD DEVICE, I obviously opened both of the two new devices to choose which one I wanted to us (one was black and the other blue).

Kayleen states that in that case there is NOTHING SHE CAN DO FOR ME THEN!! WHAT??

30/08/2023 – Jody

Logged another call / dispute

I also POSTED MY WHOLE DISASTER ON HELLO PETER

01/09/2023 – Mahali (Called in response to my HELLO PETER POST).

I go through this whole matter YET AGAIN. Mahali tells me the same thing that Kayleen did – they can NOT ASSIST unless I send back both of the devices which need to still be SEALED????

I HAVE BEEN USING ONE FOR AN ENTIRE MONTH ALREADY!!!!!!

I obviously tell Mahali that I am NOT HAPPY AND I DO NOT CONSIDER THE MATTER RESOLVED IN ANY WAY SHAPE OR FORM.

02/09/2023 – Khanye

Logged another call / dispute – matter has been “escalated await feed back”

04/09/2023 – Ica

I spoke to a lady named ICA who sounded like she might know what she is doing and able to assist me. Ica tells me that she can cancel the last two lines that were added without my consent and emails me a copy of what I should have received when the lines were added (AN INVOICE WHICH I NEVER RECEIVED UNTIL THIS DAY!) After one look at the invoice you can blatantly see which 2 extra lines I am disputing – I tell this to ICA and she speaks with her team leader who says apparently it’s fine to cancel the wo new lines, HOWEVER, I might still need to pay for the actual devices.

At this point ICA promises she needs to check something and will call me back between 17h30 and 17h45 – I ONCE AGAIN SIT AROUND WAITING FOR A CALL THEAT NEVER COMES.

PLEASE NOTE: By this time I am BEYOND angry, frustrated and mentally drained from this whole ordeal, so I think FINE, ILL pay for the 2 new devices if I have to!! I just want this to be done now…

05/09/2023 – Leno / Adesh

Logged another call / dispute.

After 30 MINUTES of holding, Adesh informed me that THERE ARE NO NOTES ON THE SYSTEM AND ALL HE CAN DO IS LOG A DISPUTE TO BE QUERIED??????

WHAT IN …… NAME HAVE I BEEN DOING ALL MONTH?

It was then that I contacted VODACOM on facebook and was given this email address.

PLEASE NOTE THE FOLLOWING:

VODACOM HAS ADMITTED THIS WAS THEIR FAULT – NOT MINE I HAVE BEEN CHARGED ADDITIONAL BANK FEES FOR FAILED DEBIT ORDERS – THROUGH NO FAULT OF MY OWN DUE TO FAILED DEBIT ORDERS (AS I WAS CHARGED FOR 2 ADDITIONAL LINES) MY ACC IS IN ARREARS – THIS HAS OBVIOUSLY AFFECTED MY CREDIT PROFILE!!! – AGAIN, DUE TO VODACOMS FAULT. THE DEBIT ORDER SET FOR 10/09/2023 IS ALSO GOING TO FAIL AS I CAN’T NOT AFFORD THE R1800 THAT VODACOM IS DEMANDING FOR 2 ADDITIONAL LINES!! I HAVE SPENT OVER 3 HOURS IN TOTAL TRYING TO RESOLVE THIS ISSUE I HAVE SPOKEN TO 0VER 16 "AGENTS" - NOT ONE OF WHICH HAS HELPED ME AT ALL? VODACOM NEEDS TO “UNLOCK” MY OLD DEVICE SO IT CAN BE USED BY THE INDIVIDUAL I SOLD IT TO VODACOM NEEDS TO CANCEL THE LAST 2 LINES ADDED TO MY CONTRACT I AM WILLING TO PAY A MONTHLY FEE FOR ONE/TWO OF THE DEVICES STILL IN MY POSSESSION.

I am PLEADING with someone to please, please, please sort out this ABSOLUTE NIGHTMARE!!!!