1 reviews | Active since Jan 2016
Vodacom’s allowance of ********** behaviour and reluctance to take responsibility their mistake (******* billing companies ).
<p>I have four Vodacom accounts with this service provider (which includes contracts for me and my family). I started realizing that the invoices I received were exceptionally high and investigated the matter. After countless hours wasted (actually doing what my service provider is suppose to do, what else am I paying them for!!??) trying to figure out what is going wrong on my account I realized that a WASP company *******ly subscribed me to some kind service. This unfortunately went on for the duration it took me to figure out what was going on and to stop/unsubscribe my account. It is an amount far exceeding the contract I have with Vodacom and I cannot understand how Vodacom allows companies to do this.</p> <p> </p> <p>I launched a complaint against Vodacom the end of April 2016 and have been informed on several occasions that they will refund the amount that this company has ****** from me. I have phone more than 20 customer care agents and I’ve spent countless hours on the phone trying to resolve the matter. It has been an ongoing struggle to get someone to assist and the issue has been outstanding for more than 4 months now.</p> <p> </p> <p>As a customer that’s never missed a payment I expect good service from a service provider that receives a good sum of money from me on n monthly basis. Instead I have been met with a ***** you attitude and have not been phoned back once by this company. With an outstanding issue of more than four months now I have been listed as a nagging customer and I’m not allowed/able to phone the customer care line from my main contract number any longer. I have phoned back now several times from a different number to try and resolve the matter and for them to remove my main number from the list they have and it has not been successful. You can expect them same when you try and resolve an issue that Vodacom is responsible for.</p> <p> </p> <p>From a customer that’s been with Vodacom for a number of years now I will urge all clients in search of a good service provider to rather go with a different network. Good service and hasty issue resolution is the last you can expect from Vodacom. They allow companies, without written consent, to ***** money from you and will even go the extra mile to debit you account to give these ********** companies your money.</p>
Dear Client
I have liaised with the Value Added Services Division and they confirmed that WASPs (who are the providers of the content) are within their rights to appoint an agent to bill and collect money on their behalf for content sold by them to their customers.
It is not required in law for the agent (in this case Vodacom) to have a specific agreement with, or permission from, the customer, to bill and collect the money on behalf of the WASP.
Notwithstanding the above, the agreement concluded between each WASP and Vodacom provides that every WASP that utilizes Vodacom's services to bill and collect monies for the WASPs' products/services, may only instruct Vodacom to bill and collect money for those products/services that have been specifically requested by customers.
Moreover the Wireless Application Service Provider Association (WASPA) has been constituted to regulate all WASPs to ensure, inter alia, that they abide with the aforementioned provision. Please note that you may contact WASPA via email at ********** or call on ********** 710 in order to request for a refund.
Kind regards
Vodacom Consumer Website Team
Dear Client
I have liaised with the Value Added Services Division and they confirmed that WASPs (who are the providers of the content) are within their rights to appoint an agent to bill and collect money on their behalf for content sold by them to their customers.
It is not required in law for the agent (in this case Vodacom) to have a specific agreement with, or permission from, the customer, to bill and collect the money on behalf of the WASP.
Notwithstanding the above, the agreement concluded between each WASP and Vodacom provides that every WASP that utilizes Vodacom's services to bill and collect monies for the WASPs' products/services, may only instruct Vodacom to bill and collect money for those products/services that have been specifically requested by customers.
Moreover the Wireless Application Service Provider Association (WASPA) has been constituted to regulate all WASPs to ensure, inter alia, that they abide with the aforementioned provision. Please note that you may contact WASPA via email at ********** or call on ********** 710 in order to request for a refund.
Kind regards
Vodacom Consumer Website Team
Dear Vodacom,
Please help me understand what Vodacom is saying. To clarify the message, what I understand is that it is fully within the rights of these companies to *******ly subscribe me to a service, in other words to ***** my money, and Vodacom is fully within their rights to assist them to debit my account and help them?
I will not contact this company because I did not sign a contract with them and therefor have no business with them. The day I entered a contract with Vodacom I signed a contract with them giving them permission to debit my account. Vodacom is assisting this company without any written consent from myself to do so. If I did give consent, then show me where I did so.
I also did some research and see that it is not just myself struggling with this problem. You have hundreds of complaining costumers with the same problem. To list but a few:
Hello Peter
https://hellopeter.com/vodacom/complaints/*******-billing-data-services- **********
https://hellopeter.com/oxygen-8/reviews/*******ly-billing-vodacom-clients- **********
https://hellopeter.com/vodacom/reviews/unautherized-*******-billing-for-content-services- **********
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
https://m.facebook.com/story.php?story_fbid= ********** ********** 274&id= ********** 653
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
https://m.facebook.com/story.php?story_fbid= ********** ********** 0&substory_index=0&id= ********** ********** 6
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
https://m.facebook.com/story.php?story_fbid= ********** ********** 46&id= ********** ********** 3
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
And even more worrisome are some of the comments on facebook “that this **** of Vodacom just charging WASP fees to their customers with no paperwork has already been on Carte Blanch” –
https://m.facebook.com/story.php?story_fbid= ********** ********** 808&id= ********** 07
Seeing as Vodacom is reluctant to help me, even though I pay them a considerable amount of money, I have discussed this matter with my attorney and will be taking it up with the National Consumer Commission.
Please watch out for a link in the comments below to my facebook page (still to be created) where I will walk everyone through my battle with Vodacom. I will be posting voice recordings of my conversations with the customer care agents showing their incompetence. I will be pointing out how Vodacom includes you on a list, if you complain about issues like this, where after you will not able to reach the customer care service. I will explain how they stop all beneficial Vodacom services when you are included on this list and I will also take you through the steps required in your legal battle with Vodacom for anyone having the same problem.
Please also be on the look out for my billboards next to the N1 between Johannesburg and Pretoria to advertise my facebook page.
Kind Regards
Disgruntled, fed-up, overly irritated Vodacom customer.
Dear Vodacom,
Please help me understand what Vodacom is saying. To clarify the message, what I understand is that it is fully within the rights of these companies to *******ly subscribe me to a service, in other words to ***** my money, and Vodacom is fully within their rights to assist them to debit my account and help them?
I will not contact this company because I did not sign a contract with them and therefor have no business with them. The day I entered a contract with Vodacom I signed a contract with them giving them permission to debit my account. Vodacom is assisting this company without any written consent from myself to do so. If I did give consent, then show me where I did so.
I also did some research and see that it is not just myself struggling with this problem. You have hundreds of complaining costumers with the same problem. To list but a few:
Hello Peter
https://hellopeter.com/vodacom/complaints/*******-billing-data-services- **********
https://hellopeter.com/oxygen-8/reviews/*******ly-billing-vodacom-clients- **********
https://hellopeter.com/vodacom/reviews/unautherized-*******-billing-for-content-services- **********
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
https://m.facebook.com/story.php?story_fbid= ********** ********** 274&id= ********** 653
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
https://m.facebook.com/story.php?story_fbid= ********** ********** 0&substory_index=0&id= ********** ********** 6
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
https://m.facebook.com/story.php?story_fbid= ********** ********** 46&id= ********** ********** 3
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
https://m.facebook.com/story.php?story_fbid= ********** ********** 047&id= ********** 9046
And even more worrisome are some of the comments on facebook “that this **** of Vodacom just charging WASP fees to their customers with no paperwork has already been on Carte Blanch” –
https://m.facebook.com/story.php?story_fbid= ********** ********** 808&id= ********** 07
Seeing as Vodacom is reluctant to help me, even though I pay them a considerable amount of money, I have discussed this matter with my attorney and will be taking it up with the National Consumer Commission.
Please watch out for a link in the comments below to my facebook page (still to be created) where I will walk everyone through my battle with Vodacom. I will be posting voice recordings of my conversations with the customer care agents showing their incompetence. I will be pointing out how Vodacom includes you on a list, if you complain about issues like this, where after you will not able to reach the customer care service. I will explain how they stop all beneficial Vodacom services when you are included on this list and I will also take you through the steps required in your legal battle with Vodacom for anyone having the same problem.
Please also be on the look out for my billboards next to the N1 between Johannesburg and Pretoria to advertise my facebook page.
Kind Regards
Disgruntled, fed-up, overly irritated Vodacom customer.
Still waiting for your response Vodacom!!!
Still waiting for your response Vodacom!!!
After approximately 15 complaints over the past months (almost one full year now) on hellopeter Vodacom contacts hellopeter to complain about the fact that one of their highly disgruntled costumers would not stop writing complaints about them on hellopeter. Like the perfect story one can only guess what happens next. Hellopeter removes my complaints and state that an individual is only allowed one complaint on a company if it’s the same issue. Please keep in mind that this is after I wrote hellopeter to tell them that Vodacom has a standard reply for every customer they are not willing to assist further.
No one from Vodacom has phoned me in the past months (most one full year now) to tell me that they will not be looking into the issue further. I’ve phoned more than 50 support agents, held on for probably longer than 24 hours (combining all calls) and opened up more than 6 different complaints at Vodacom to try and resolve the issue.
All I want from Vodacom is to give me proof where I have given consent (in writing or over the phone) for them to allow WASP services to deduct my bank account. It’s that easy, if you can show me this I will see the issue as resolved!!!
Well done helllopeter! I’ve officially lost all confidence in you to support the little guy!
After approximately 15 complaints over the past months (almost one full year now) on hellopeter Vodacom contacts hellopeter to complain about the fact that one of their highly disgruntled costumers would not stop writing complaints about them on hellopeter. Like the perfect story one can only guess what happens next. Hellopeter removes my complaints and state that an individual is only allowed one complaint on a company if it’s the same issue. Please keep in mind that this is after I wrote hellopeter to tell them that Vodacom has a standard reply for every customer they are not willing to assist further.
No one from Vodacom has phoned me in the past months (most one full year now) to tell me that they will not be looking into the issue further. I’ve phoned more than 50 support agents, held on for probably longer than 24 hours (combining all calls) and opened up more than 6 different complaints at Vodacom to try and resolve the issue.
All I want from Vodacom is to give me proof where I have given consent (in writing or over the phone) for them to allow WASP services to deduct my bank account. It’s that easy, if you can show me this I will see the issue as resolved!!!
Well done helllopeter! I’ve officially lost all confidence in you to support the little guy!
Notebook for Vodacom ******* billing issue
Notebook started
2017/01/10
Call No. 1 12:07 -> ### ********** 7.
-> Vanessa.
-> Complaint lodged 09/12/2016 – Client requested proof where he gave permission to Vodacom to subscribe & bill him for content services (as listed in his monthly invoice).
Call No. 2 13:34 -> 1_ ********** 708240.
-> Matha.
-> Feedback requested and put through to a different department for assistance (if a customer care agent put you through to a different department note that he wants to cut you off and is not willing to assist you).
-> Call was cut off after holding on for 34min.
2017/01/12
Call No. 3 17:39 -> ###260752.
-> Sufiyan.
17:55 -> Was transferred to Woesie.
-> Woesie confirmed that the client will be email (to this date the client has not received an email in this regard).
-> Woesie lodged another complaint – No assistance or feedback. Issue escalated, according to Woesie.
18:05 -> Call Ended.
-> 27min call.
2017/01/13
Call No. 4 11:36 -> Client asked Vodacom why his account is open for ******* WASP registration and Billing and Vodacom has no reply.
On a previous enquiry (Vodacom customer care agent) it was made clear to him that WASP services cannot be blocked but on this occasion the client insist that Vodacom block all WASP services as he will notify them when it is required to be opened.
Client instructed Vodacom to block all WASP services and the customer care agent assured the client that it is blocked.
11:49 -> Call ended
-> 13min call.
Call No. 5 12:24 -> Call back from Vodacom after replying No to a query message from Vodacom.
-> Put on hold to talk to back office about my issue.
-> Statement by customer care agent – Vodacom cannot be expected to refund a client based on what a 3rd party billed the client. Client asked customer care agent if it is okay with Vodacom if they hold the client responsible for the bill after they allowed a 3rd party to *******ly register and bill the client. Customer care agent has no comment.
-> Customer care agent assures the client that he will look into the matter and that he will contact the WASP service which *******ly subscribed and billed him and resolve the issue. He states that it will take at least one week.
13:01 -> Call ended
-> 43min 29sec call
2017/01/13
-> Ian Kno#### (client legal counsel)
-> Client phones his legal counsel on the matter of a company allowing a 3rd party to register and bill him through Vodacom without his consent (written or verbal).
-> Client is assured that this is not allowed under any circumstances and is provided with the following contact details
-> National Credit Regulator.
-> **********
-> ********** and
-> National Credit Consumer Tribunal – **********
Notebook for Vodacom ******* billing issue
Notebook started
2017/01/10
Call No. 1 12:07 -> ### ********** 7.
-> Vanessa.
-> Complaint lodged 09/12/2016 – Client requested proof where he gave permission to Vodacom to subscribe & bill him for content services (as listed in his monthly invoice).
Call No. 2 13:34 -> 1_ ********** 708240.
-> Matha.
-> Feedback requested and put through to a different department for assistance (if a customer care agent put you through to a different department note that he wants to cut you off and is not willing to assist you).
-> Call was cut off after holding on for 34min.
2017/01/12
Call No. 3 17:39 -> ###260752.
-> Sufiyan.
17:55 -> Was transferred to Woesie.
-> Woesie confirmed that the client will be email (to this date the client has not received an email in this regard).
-> Woesie lodged another complaint – No assistance or feedback. Issue escalated, according to Woesie.
18:05 -> Call Ended.
-> 27min call.
2017/01/13
Call No. 4 11:36 -> Client asked Vodacom why his account is open for ******* WASP registration and Billing and Vodacom has no reply.
On a previous enquiry (Vodacom customer care agent) it was made clear to him that WASP services cannot be blocked but on this occasion the client insist that Vodacom block all WASP services as he will notify them when it is required to be opened.
Client instructed Vodacom to block all WASP services and the customer care agent assured the client that it is blocked.
11:49 -> Call ended
-> 13min call.
Call No. 5 12:24 -> Call back from Vodacom after replying No to a query message from Vodacom.
-> Put on hold to talk to back office about my issue.
-> Statement by customer care agent – Vodacom cannot be expected to refund a client based on what a 3rd party billed the client. Client asked customer care agent if it is okay with Vodacom if they hold the client responsible for the bill after they allowed a 3rd party to *******ly register and bill the client. Customer care agent has no comment.
-> Customer care agent assures the client that he will look into the matter and that he will contact the WASP service which *******ly subscribed and billed him and resolve the issue. He states that it will take at least one week.
13:01 -> Call ended
-> 43min 29sec call
2017/01/13
-> Ian Kno#### (client legal counsel)
-> Client phones his legal counsel on the matter of a company allowing a 3rd party to register and bill him through Vodacom without his consent (written or verbal).
-> Client is assured that this is not allowed under any circumstances and is provided with the following contact details
-> National Credit Regulator.
-> **********
-> ********** and
-> National Credit Consumer Tribunal – **********
2017/01/16
Call No. 6 12:24 -> Avela
-> 102525###
-> Avela confirmed that an email will be sent to the client and the relevant Vodacom department which will send the client proof where the client give consent to Vodacom to register and bill him for 3rd party services (No email received – 2017/01/17, 16:21).
20:31 -> Client was transferred to solutions department to obtain information on 3rd party billing him.
-> Sibusiso
-> Sibusiso confirmed that a ticket will have to be logged as he cannot determine/conclude which 3rd party he was registered to and billed for.
-> Sibusiso confirmed that the client will receive feedback within 5-7 working days.
-> Ref: 1_###### **********
20:44 -> Call ended.
-> 32min.
2017/01/16
Call No. 6 12:24 -> Avela
-> 102525###
-> Avela confirmed that an email will be sent to the client and the relevant Vodacom department which will send the client proof where the client give consent to Vodacom to register and bill him for 3rd party services (No email received – 2017/01/17, 16:21).
20:31 -> Client was transferred to solutions department to obtain information on 3rd party billing him.
-> Sibusiso
-> Sibusiso confirmed that a ticket will have to be logged as he cannot determine/conclude which 3rd party he was registered to and billed for.
-> Sibusiso confirmed that the client will receive feedback within 5-7 working days.
-> Ref: 1_###### **********
20:44 -> Call ended.
-> 32min.
2017/01/19
Call No. 7 12:24 -> Busi.
-> Stated that the client must be transferred to solutions department and ask to speak to a superior.
-> Transferred.
08:22 -> Parero.
-> Will email the back office for feedback on the issue and revert back within 48 hours.
-> Will get senior management involved for faster resolve.
-> Client made it clear that there will not be any feedback seeing as the 3 previous agents mentioned that an email will be sent and that to date he has not received any feedback.
2017/01/19
Call No. 7 12:24 -> Busi.
-> Stated that the client must be transferred to solutions department and ask to speak to a superior.
-> Transferred.
08:22 -> Parero.
-> Will email the back office for feedback on the issue and revert back within 48 hours.
-> Will get senior management involved for faster resolve.
-> Client made it clear that there will not be any feedback seeing as the 3 previous agents mentioned that an email will be sent and that to date he has not received any feedback.
2017/01/23
Call No. 8 08:16 -> Cheri-Lee
-> Phoned back in response to twitter complaint.
-> Explained the process of how a client gets subscribed to WASP services.
-> The client stated that should it be an ******* subscription who should take the responsibility of resolving the issue.
Call No. 9 -> Dwight
-> The client phoned Opera telecom to request proof where he subscribed to their service.
-> The client was informed that an investigation will be launched to determine how the subscription took place.
Call No. 10 10:54 -> Shane
-> Client referred to solutions department.
-> Raymond
-> Additional ticket listed – (1) Vodacom to send the client proof where he gave them permission to allow a 3rd party to subscribe him to a service. (2) Vodacom to send the companies name and details that was allowed to *******ly subscribe and debit his account.
2017/01/25
Call No. 11 08:16 -> Desmond
-> Phoned back in response to additional twitter complaint.
-> Desmond confirmed that he will send the requested information to the client.
-> The client stated that he wants all WASP services blocked. Desmond confirmed that this is not possible as Vodacom has no such option available to protect their clients.
-> The client stated that should this not be an option his account will still be open to ******* subscriptions and that he is unprotected against ********** activities. Desmond confirmed that this is the case but the client must take into consideration that they have implemented a double opt in system to avoid such ******* subscriptions. The client stated that this is not enough as he was *******ly subscribed to a service and his account was *******ly subtracted. Desmond stated that he is aware of the problem.
2017/01/23
Call No. 8 08:16 -> Cheri-Lee
-> Phoned back in response to twitter complaint.
-> Explained the process of how a client gets subscribed to WASP services.
-> The client stated that should it be an ******* subscription who should take the responsibility of resolving the issue.
Call No. 9 -> Dwight
-> The client phoned Opera telecom to request proof where he subscribed to their service.
-> The client was informed that an investigation will be launched to determine how the subscription took place.
Call No. 10 10:54 -> Shane
-> Client referred to solutions department.
-> Raymond
-> Additional ticket listed – (1) Vodacom to send the client proof where he gave them permission to allow a 3rd party to subscribe him to a service. (2) Vodacom to send the companies name and details that was allowed to *******ly subscribe and debit his account.
2017/01/25
Call No. 11 08:16 -> Desmond
-> Phoned back in response to additional twitter complaint.
-> Desmond confirmed that he will send the requested information to the client.
-> The client stated that he wants all WASP services blocked. Desmond confirmed that this is not possible as Vodacom has no such option available to protect their clients.
-> The client stated that should this not be an option his account will still be open to ******* subscriptions and that he is unprotected against ********** activities. Desmond confirmed that this is the case but the client must take into consideration that they have implemented a double opt in system to avoid such ******* subscriptions. The client stated that this is not enough as he was *******ly subscribed to a service and his account was *******ly subtracted. Desmond stated that he is aware of the problem.