Vodacom - Voda*****

This all started at the end of November 2017. My normal debit order came off for my 2 cell phone contracts but another debit order came off my bank account. When I looked into this a new contract had been opened in my name through a store in Crown Mines. The new number was: ********** .

I phoned Vodacom Care Centre on the 1st of December 2017 looking for some information. I was told that I had to write an affidavit, I had to provide signature specimens and I had to get a certified copy of my ID and that I had to submit all of this information to Vodacoms ***** Dispute centre.

I put all of the info together and submitted it via email ********** on the 6th of December 2017. I did not receive any response saying that they had received my email and no reference number was provided. I once again phoned the call centre, and was advised to submit the email again which I did on the 13th of December. Once again I received no email acknowledging my email and no reference number. During my phone call with the call centre, the lady on the line put in a request for me to have a copy of the contract sent to me so that I could review it.

A few days later, I again phoned the Vodacom call centre, the lady I spoke to gave me an email address for their legal department and suggested that I request a copy of the contract as their accounts department could not find a copy. I sent an email to their legal department ********** on the 9th of Jan 2018. I included the emails that I had sent to the ***** department and I included the affidavit, signature specimens and my ID. I received an email stating the my communication had been received and that my reference number is: EC-1J3L-2VC91B. The email said that they would endeavor to resolve all e-mail queries within 3 working days. I sent a follow up email on the 15th of Jan 2018 regarding my request for a copy of the contract. I received an email ********** on the 16th of Jan saying that they acknowledge the receipt of my affidavit and ID to dispute a contract in my name and that they would investigate and provide feedback within 7-14 working days. I followed up on the 7th of Feb 2018 on the email that I had received on the 16th of Jan 2018. I received no response. I followed up again on the 12th of Feb 2018 and again on the 13th of Feb 2018. I received no response. I followed up once more on the 20th of March 2018. I received no response. My services were switched off, first on my one phone and then on my other. I phoned and was told that I had been handed over to their subscriber collections, I asked why because I had been told that as long as I pay my normal monthly invoices that my services would not be switched off. Each time I phoned, I had to start at the beginning of the story. They did switch my services back on and I was told to send a firm email to the ***** department telling them that I needed the query on the *****ulant contract resolved now. I sent that email on 04 April 2018, still no response has been received. I have tried calling them ********** , they do not answer the phone, they pick up the receiver and hang up on you straight away.

I once again phoned the subscriber collecstions ********** on the 18th of April. I spoke to a lady who was willing to help me, she found the reference number on their system, she saw my emails and she evelated the matter to her team lead. She told me that she, with her team lead were demanding that the matter be resolved by the morning of the 19th of April and that she would call me at 12:00pm on the 19th of April 2018. 12:30pm came - no phone call; 14:00pm came - still no phone call. I once again phoned the subscriber collections (19 April 201) and spoke to a man who could not find the reference number, he said that he had to go into the back office to look into it and would call me back in 10 minutes. He did not call me. I phoned again after waiting for 50 minutes. I then spoke to a lady who also could not find the reference number and she said that she would need to investigate and would phone me back. She did phone back but said that she could find no reference number and no open matter against my contract. I told her that it was there yesterday (18th April 2018) and that the matter had been escalated to a team leader. She said that I must wait for the team leader to call me. I said that I was supposed to be called at 12:00pm today (19th of April 2018). She said I must wait to be called because the matter could not be escalated 2 days in a row. I asked how long I should wait, I was told 7 days. I has been over 4.5 months, and now they cannot find the reference number: EC-1J3L-2VC91B. I just want this to be resolved, I have been threatened that R18k will be deducted from my account on the 30th of April, they can now not find any trace of the reference number that was there yesterday. That is very suspicious to me and they keep putting me off. Where is the signed contract? How could a cell phone contract be opened against my name with no paperwork? That sounds a lot like an inside job and no one wants to take if further, well I have taken it further just like I told them I would on the phone today.

Regards, Colleen