Vodacom Terrible Service

Hi,

My name is Lettie Kekana.

I am grabbing this opportunity to express my utmost terrible experience last year with the above-mentioned company(Vodacom).

Last year June between the 25th and the 28th, I received an text from my bank that an amount of +-R 1700 was deducted from my account by Vodacom, being convinced that it was surely an error I contacted Vodacom call center to inquire more about it. I was then told by a female adviser that I had opened an new cell phone contract two weeks ago, something I never did as I testified to the lady. She therefore referred me to the ***** department whereby a ***** case was opened on my behalf and I dealt with a gentleman called David Sentle( Forensic Analysis Specialist) who advised me to go to the Police station and get a sworn affidavit stating that I knew nothing about that cell phone contract and I did in accordance with him by getting it on the 26th of June and sent it directly to his email address, he then advised that I should send to ***. and cc him. He told me to wait for a ref number that I never got. I called him the following week and still never received the ref number though I spoke to him on weekly basis. Later on He advised that He would take the necessary steps to cancel the debit order and no money would be deducted from my account. The following month a second debit order was taken from my account of the same amount despite the fact that I was advised that this would never happened gain. I then contacted Vodacom again regarding the debit order and they advised that it was now cancelled. At this point I was referred to another Forensic Analysis Specialist called Oscar Nong. He also told me to follow the same procedure as previously advised by David and I told him that I had already did one and sent it to the ***** department and to the David, He then requested me to forward it to him and I did accordingly. He confirmed that He received the document and that He would work on my case. I was in constant talks with Oscar on a weekly basis following up the matter with no progress. He kept on telling me that the investigation was going and that Vodacom would refund me my money after the investigation. This was the situation for about 3 months, calling, sending emails with no response from him and from the ***** department. One year later, on Monday the 25th of November 2019, I received a call from a lawyer informing me that my Vodacom cell phone account was handed over and she was following up on the outstanding balance of R 29.000+. I then asked her why was the account handed over as this was a ***** case. She told me that it was handed over because the account has not been paid. As if nothing was done before on my side, She also advised me to go get a sworn affidavit and I told her this was done last year twice and sent to the whole ***** department and to two forensic Specialists. I then advised her to contact Vodacom ***** department to sort out the matter with them. She agreed and said she would call Vodacom in regard to this issue. Since then I haven't received any calls from them or any further communication.

This whole situation is ruining my reputation and my credit record. So far it seems like Vodacom is indifferent by not pushing hard with a deep investigation.

I would like for Vodacom to: - pay back the money that they deducted from my account - clear me out completely from all this and send me a confirmation letter that it is now clear and the case is closed - send me an apology letter

I eagerly wait your response regarding this matter.

Regards,