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Cheryl C
1 reviews | Active since Aug 2012
17 Nov 2018, 07:11
Vodacom send me a free router, then sets up a debit order without my permission
Vodacom rewards department called me and offered me a free router. They delivered it to me and with the delivery box I received an invoice with a total amount owed of R0. Not a week later I have R152.53 deducted from my account. They set up a debit order on my account for this value without my permission. I stopped it, had to incur the costs of stopping it and the costs of it bouncing because that account didn't have sufficient funds in it because I knew nothing about the new debit order targeted at the 15th of the month. I have contacted the rewards department who have said they will arrange a courier to collect it and only after they receive it will they cancel the contract.
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Replies (3)
Vodacom's replyOfficial
17 Nov 2018, 07:29Dear 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's reply17 Nov 2018, 07:29
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
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Cheryl C's updateReviewer Update
20 Nov 2018, 11:51Cheryl Cattanach
I made a call to customer care at approximately 11:00 today. According to customer care, the rewards department "made it my problem to call RAM couriers and arrange collection", with a reference number that I am supposed to get from the rewards department, without anyone from the rewards department ever calling me to notify me of any of this. Customer Care then informed me that they have asked another department (after sales) to arrange for a courier to collect the package, after which I have to call again and make arrangements to cancel this contract. Collection will now take 7 to 10 working days, and after that a further 3 days before I can call in to cancel it. In the interim I will be billed for this "free" device again, despite never agreeing to have a debit order set up in the first place. Really disgusting handling by Vodacom.
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Cheryl C's update20 Nov 2018, 11:51
Reviewer Update
Cheryl Cattanach
I made a call to customer care at approximately 11:00 today. According to customer care, the rewards department "made it my problem to call RAM couriers and arrange collection", with a reference number that I am supposed to get from the rewards department, without anyone from the rewards department ever calling me to notify me of any of this. Customer Care then informed me that they have asked another department (after sales) to arrange for a courier to collect the package, after which I have to call again and make arrangements to cancel this contract. Collection will now take 7 to 10 working days, and after that a further 3 days before I can call in to cancel it. In the interim I will be billed for this "free" device again, despite never agreeing to have a debit order set up in the first place. Really disgusting handling by Vodacom.
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Cheryl C's updateReviewer Update
24 Nov 2018, 13:37I spoke to after this Tuesday passed once RAM courier's collected my router. I tried to give them the tracking number from RAM. They assured me that they couldn't take it, I had to follow up with after sales after 4 days and ask them to look if the router had been checked in as "they had no way of knowing if it had been returned". After that I was assured that once it has been checked in the contract would be immediately cancelled. This morning at 11:41 I called after sales, after 4 days. I was told that the router had been checked in, the email would now be sent to cancel the contract and debit order, but it would take a further "24 to 72 hours to cancel, excluding weekends". So it was not true that it would be "immediately cancelled"! I have also received an SMS to say that the debit order for the amount I never authorized, now doubled, will go off my account on the 30th. It seems that stalling tactics are being used to ensure that the debit order isn't cancelled in time. Let it be noted that I will stop the debit order going through from my banks side, then I will phone the accounts department and pay only that which is due for my phone contract. I will also not be renewing my phone contract with Vodacom about once it is finished as I have no wish to deal with Vodacoms incompetence any further. Each consultant I speak to has a different story to the last and this has been a collosal waste of time and money on my part to resolve Vodacom's mess up.
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Cheryl C's update24 Nov 2018, 13:37
Reviewer Update
I spoke to after this Tuesday passed once RAM courier's collected my router. I tried to give them the tracking number from RAM. They assured me that they couldn't take it, I had to follow up with after sales after 4 days and ask them to look if the router had been checked in as "they had no way of knowing if it had been returned". After that I was assured that once it has been checked in the contract would be immediately cancelled. This morning at 11:41 I called after sales, after 4 days. I was told that the router had been checked in, the email would now be sent to cancel the contract and debit order, but it would take a further "24 to 72 hours to cancel, excluding weekends". So it was not true that it would be "immediately cancelled"! I have also received an SMS to say that the debit order for the amount I never authorized, now doubled, will go off my account on the 30th. It seems that stalling tactics are being used to ensure that the debit order isn't cancelled in time. Let it be noted that I will stop the debit order going through from my banks side, then I will phone the accounts department and pay only that which is due for my phone contract. I will also not be renewing my phone contract with Vodacom about once it is finished as I have no wish to deal with Vodacoms incompetence any further. Each consultant I speak to has a different story to the last and this has been a collosal waste of time and money on my part to resolve Vodacom's mess up.