Vodacom WHY!!!!

Good day

I am hoping that someone can assist my colleague please. We have done everything we could to resolve this but Vodacom seems to be taking us for fools. its very frustrating none of their staff is actually helping us it's like the matter just keeps getting worse with every Vodacom agent we get.

On the 10th April I did an upgrade with someone by the name of Jason at vodacom online's department. Before agreeing to the upgrade I stated my concerns about paying for the existing handset and having to pay for the new handset. I was assured via the phone call that i would not be paying for 2 handsets only one, to which i asked Jason if he is certain and if the call is recorded should there be an issue after, he informed me that the call was recorded and that he was certain that I would only pay for one handset.

After the upgarde was done Vodacom's statements to me include the handset installments for 2 phones not at all what was agreed upon.

I took the issue up with vodacom's social media department where i was assisted by Desmond in the social media department,. He listened to my complaints and concerns and asked if i was aware that it was a 36 month contract. At no point during the call with Jason did he inform me that the upgrade would be for a 36 month contract. I was not aware that vodacom even does 36 month contracts. I have only ever signed up for 24 month contracts.

After the upgrade was done via phone i received no paperwork either to confirm any details of the contract.

On Sunday the 19th may i started getting smses from vodacom stating the following: @13:41 "You have exceeded 50% of your R4869 mandatory call limit usage on 27608******xx. To update your limit, visit vodacom.co.za or call 082111for queries."

@13:46 "You have exceeded 70% of your R4869 mandatory call limit usage on 2760******xx. To update your limit, visit vodacom.co.za or call 082111for queries."

@15:10 "You have exceeded 80% of your R4869 mandatory call limit usage on 2760******xx. To update your limit, visit vodacom.co.za or call 082111for queries."

@ 15:33 "You have exceeded 90% of your R4869 mandatory call limit usage on 2760******xx. To update your limit, visit vodacom.co.za or call 082111for queries."

@15:56 "You have exceeded your mandatory call limit on 2760******xx. Your line will be soft locked. Please refer to your monthly bill. For queries call 082111"

At first i thought that the notifications was incorrectly being sent to me. On the 22nd May I received an sms notification from nedbank stating that R335.06 was debited from my account by vodacom. On the 22nd May i contacted vodacom social media department querying why my account had been debited for that amount at that time of the month when my normal debit had already come off I had also queried the nature of my upgrade done on the 10th to my 072******x line. Desmond in the social media department assisted and logged all the complaints. Desmond then advised that the reason the account was debited was because a contract was taken out for a red select package to which i responded by saying i did not take out any contracts he then checked the system and said that it was done by the onlines department and that there was no delivery address nor courier details which he said was strange. He then manually suspended the line. No one has gotten back to me. On Friday the 24th i received a call from vodacom by a female l forgive me for not recalling her name i was driving at the time and said that i could not speak however she insisted that she needed to speak to me. She then started with "On sunday you took out a contract with me, to which I responded that I did not take out any contract nor did I even speak to vodacom on that day. She then stated that she would call back in 5 mins which she did not.

after that I received the following smses:

@16:40 "Dear Kelly Brandt your quotation has been processed 1- ********** ********** . Use the order number 1- ********** 476576 when contacting vodacom Customer Care on 082111 for further enquiries."

@16:43 "Dear subscriber, Your alternate number for notifications has been deleted. Kindly contact call centre for further assistance. Kind Regards The Vodacom Team"

Still no contact from vodacom yet on the 1 June i received an sms from the bank stating that vodacom debited R8496.40 from my account.

I reversed the amount, and went in to a vodacom branch to make a payment of R1500 for my actual contracts excluding the ********** line.

on the 4th June i was contacted by someone by the name of Neil who claimed to be the manager/supervisor for the onlines department. He informed me that the ********** line was deleted and that everything regarding that line was sorted. I asked him to send me an e-mail stating that a ********** line was taken out on my name and thet the line has since me deleted, i was told that i would get the e-mail on the 5th June. To date i have received no e-mail (he did confirm my e-mail address). He also advised that they will cancel the upgrade and that he would arrange for the collection of the handset, this has not been done yet either. On Saturday i received the attached statement from vodacom. When i called into the call center they advised that my account is in arrears.

I feel that vodacom is messing me around as well as messing with my credit record.

Your assistance in this matter would be greatly appreciated.