Vodacom *****ing on behalf of WASP services - directly from my account

<p>I am subscriber to RED VIP - Vodacom's top package.</p> <p>I approached Vodacom using the right channels to complain about a huge amount of money taken from my (my here = my company's) account. Upon enquiry it was found that it was for content service that I did not subscribe to. In fact, Vodacom has a double opt-in system that protects customers against this.</p> <p> </p> <p>After much time has passed, Vodacom decided to only pay back 35% of what they had taken from my account without my permission. How they get to the amount they credited, only they will know.</p> <p> </p> <p>Below is the correspondence I have had with them subsequently as I am done my bit to give them a fair chance to resolve this amicably. Now, the world may as well know as this is just south of *****ing as it is literally taking money from my account without my permission for services that I did not ask for, nor received. You be the judge:</p> <p> </p> <p>"I have been a loyal Vodacom subscriber with this telephone number for 18 years now. At first it was in my own name and I later transferred it to my business’ name. I have never:<br />- Not paid<br />- Changed service providers<br />- Changed networks</p> <p>I have for the majority of this period been on top packages generated literally thousands of rands for Vodacom.</p> <p> </p> <p>This is the definition of loyalty.</p> <p> </p> <p>Vodacom incorrectly charged me for XTUB service (to the amount of R14950 over a 10 monty period) I did not subscribed to:<br />- I never subscribed to the service<br />- Double opt-in would ensure that I can not subscribe by mistake<br />- There is no proof that I ever did subscribe</p> <p> </p> <p>Upon enquiring I was told later that my account was credit for an amount of R5263. By my calculations there is still R 9687 outstanding. As a loyal customer I expect Vodacom to not hassle with me, but to fix the problem even it means giving me the benefit of the doubt. That is what loyalty means.</p> <p> </p> <p>Let me clarify with the below table:</p> <p><br />Charge (Ex. VAT)<br />Jan-16 - R 1 550 <br />Feb-16 - R 1 550 <br />Mar-16 -R 1 400 <br />Apr-16 - R 1 250 <br />May-16 -R 1 850 <br />Jun-16 - R 1 350 <br />Jul-16 - R 1 500 <br />Aug-16 - R 1 350 <br />Se**** - R 1 800 <br />Oct-16 - R 1 350</p> <p><br />Total billed<br /> R 14 950 <br />Total credit<br /> R 5 263 <br />Total outstanding<br /> R 9 687 <br />Credit note number<br />****7161<br />Call centre ref# <br /> ********** </p> <p><br />Vodacom has until close of business tomorrow, 18 November to remedy this situation failure which will see me report this to public websites such as Hellopeter, your FB page and other as a first measure. I reserve all rights to take whatever steps necessary to resolve this in the absence of any satisfactory response from Vodacom."<br /><br /></p> <p>I received the following feable reply from one Lauren Ho Lee:</p> <p>"Good day<br /> <br />The credit I created was for the last 6 months billing and was due to your loyalty and done based on good will as the procedure would have been for the wasp service provider to provide the refund<br /> <br />A fault was logged with them ref number: # ********** , wasp can be contact via email ********** /> <br /> <br />Regards<br /> <br />Lauren"</p> <p> </p> <p>Whereupon I rep**** as follows:</p> <p> </p> <p>"Hi Lauren</p> <p>Let’s just clarify a couple of things:<br />- I have no relationship with the WASP supplier and have no intention of contacting them<br />- My relationship and agreement is with Vodacom<br />- Whatever arrangement and agreements you have with third parties is none of my concern and should not influence the outcome of this dispute<br />- I have no CONTRACT with the WASP supplier<br />- I have and will never give them permission to take my money for services I did not receive<br />- I HAVE a contract with Vodacom who allowed a THIRD party to take my money using VODACOM’s billing platform<br />- My money went DIRECTLY to Vodacom and not to the WASP<br />- Vodacom paid the WASP based on some false notion that the WASP was due the money.</p> <p>So, thank you for the token paid before which I gladly accept. Since this was a loyalty gesture, you (Vodacom) now owe me the full amount you took from my account without my permission i.e. R 14 950. If you want, you can convince the public via Hellopeter and FB that you acted correctly or you can simply give me my money back. Alternatively, furnish me with any proof that you might have that you were acting within the framework of the consumer protection act including proof that you deployed the double opt-in procedure as you should have.</p> <p>Again, you have until close of business tomorrow to resolve this amicably.</p> <p> </p> <p>Regards</p> <p>Louis"</p>