LS
Leroy S
1 reviews | Active since Aug 2021
03 Aug 2021, 13:48
Vodacom Settlement Process
Good day
Please assist me with the below dispute.
I contacted Vodacom on 08 July 2021 regarding a settlement quote for one of my contracts.
I have received the quote on 08 July 2021 and made payment to cancel the contract on 11 July 2021.
I then emailed Vodacom the proof on 12 July 2021 and got confirmation on the same day that they have received my premature cancelation request.
I also received confirmation that the sim card/line is now prepaid, meaning the contract has been cancelled. Reference number ***.
However, this morning, Vodacom proceeded to debit my bank account with the normal debit order. I called in to enquire about this. 2 agents were able to confirm the contract in fact was cancelled and the number is prepaid. They also explained that the debit order for today was valid, and it was not part of the settlement amount. A third billings agent then said that I was charged for subscriptions. The number in question, was blocked and stopped in October 2019 because I lost the sim card. I didn’t replace the sim since, so I have not been using any data, minutes, or airtime on that line since.
As per the quote they send, it does state that only if I do not settle the contract within 14 days of receiving the quote, will they continue to debit my account as per normal. I did however made payment and send proof before 14 days of expiry. I was not informed that a last debit order will still go off even after I settled the account.
My understanding of a settlement is that everything owed on the account is to be included in the settlement amount, and no other money is to be debited. Even if there was money to still be debuted after the settlement, this was not communicated on any of the interactions I’ve had with Vodacom.
All calls are recorded.
This is now thrown my entire budged for the month overboard, as I now basically spend R6 595.94 on Vodacom just for July 2021.
Please advise if Vodacom was correct in debiting again after I have settled, or if I am liable to receive a refund from?
Kind regards
Helpful (0)
Replies (3)0
Replies (3)
Vodacom's replyOfficial
03 Aug 2021, 14:06Dear 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
Best regards,
Vodacom's reply03 Aug 2021, 14:06
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
Best regards,
Vodacom's replyOfficial
03 Aug 2021, 15:10 Dear Customer,
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation.
Please note that a premature cancellation quote excludes invoices already generated for the month. We generate our invoices on the 1st of the month, and this is not included in the final settlement amount. The terms and conditions on the quote also states that any outstanding invoices or amounts are excluded from the quote. Regrettably, feedback provided will remain the same, as you were still liable to pay for the July 2021 invoices.
We apologize for the inconvenience and the service experienced.
Regards,
Vodacom Consumer Website Team
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation.
Please note that a premature cancellation quote excludes invoices already generated for the month. We generate our invoices on the 1st of the month, and this is not included in the final settlement amount. The terms and conditions on the quote also states that any outstanding invoices or amounts are excluded from the quote. Regrettably, feedback provided will remain the same, as you were still liable to pay for the July 2021 invoices.
We apologize for the inconvenience and the service experienced.
Regards,
Vodacom Consumer Website Team
Best regards,
Vodacom's reply03 Aug 2021, 15:10
Official
Dear Customer,
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation.
Please note that a premature cancellation quote excludes invoices already generated for the month. We generate our invoices on the 1st of the month, and this is not included in the final settlement amount. The terms and conditions on the quote also states that any outstanding invoices or amounts are excluded from the quote. Regrettably, feedback provided will remain the same, as you were still liable to pay for the July 2021 invoices.
We apologize for the inconvenience and the service experienced.
Regards,
Vodacom Consumer Website Team
Thank you for the time and effort taken to voice your dissatisfaction to our office. It is with the cooperation and feedback from valued clients such as yourself that we are able to identify any areas of improvement within our organisation.
Please note that a premature cancellation quote excludes invoices already generated for the month. We generate our invoices on the 1st of the month, and this is not included in the final settlement amount. The terms and conditions on the quote also states that any outstanding invoices or amounts are excluded from the quote. Regrettably, feedback provided will remain the same, as you were still liable to pay for the July 2021 invoices.
We apologize for the inconvenience and the service experienced.
Regards,
Vodacom Consumer Website Team
Best regards,
LS
Leroy S's updateReviewer Update
09 Aug 2021, 19:36Why was this not explained to me on any of the calls I had with your consultants? No one mentioned this to me. How does your settlement process work? Are you not supposed to add everything into one amount so there’s no more deductions? I will never do business with you again. Terrible.
LS
Leroy S's update09 Aug 2021, 19:36
Reviewer Update
Why was this not explained to me on any of the calls I had with your consultants? No one mentioned this to me. How does your settlement process work? Are you not supposed to add everything into one amount so there’s no more deductions? I will never do business with you again. Terrible.