29 June 2011
Complaints Dept
To Whom It May Concern,
Im very shocked and disgusted at the level of all services received from Vodacom, dating back to the day I signed the contract for My Gig 2 contract (over a month ago) I’ve just received a bill for over R2700, I’ve enquired with Vodacom to forward me an itemized billing report last Friday 24th June to investigate this (spoke to Mandisa Ref: S2-DDW3KK95ED – call logged around 3pm) after 20 minutes on that call I was told that there is an additional fee to receive the itemized billing report from 1 May til end May and can expect the report within 3 days. It is now 3 working days and I have still not received the urgent requested report. I again call Vodacom data dept and spoke to Siabonga today, after 18 mins on the phone to be told there was a note to my file saying awaiting fax from me - What expected fax should ultimately stop the receiving of my report. Mandisa said I can send a fax to them to include itemized billing going forward and will not impact the receipt of the requested itemized report as there is an additional charge of R22. Still No Report and the call was subsequently closed - unacceptable. Today’s phone call logged with Siabonga who said no reference number needed he will get their accounts dept to email me the itemized billing, after 18 minutes I said if I do not get a report by the end of today, I will reverse all debit orders from my account until this is investigate, rectified and resolved to my satisfaction. Ive just been informed that another logged call is required as the accounts dept needs a fax from me anyway to forward me the requested report.

My 2nd complaint would be the branch of Vodacom Cresta Shopping centre, whose sales rep ensured me there will be cut off after the daily limit has been reached (limit: 2G per day 2G per night- he didn’t even mention after 12pm at night the other 2G kicks in). I made it very clear to him that I do not want unnecessary charges on this contract at the time of singing and questioned am I only going to pay the R246 per month fee and I do require the cut off if I go over the 2G (day data) but he did not tell me what I actually needed to know is that to email Vodacom accounts dept and have the call limit set at a lower cost. I’m going to fight this until all these extra costs on my account have been reversed or credited. I refuse to pay for something that I specifically asked for not to happen. I’m currently in contact with the Branch Manager in Cresta, Ronel Jacobs – she is only willing to try request a re-imbursement for only R1134 as the sales rep did used the incorrect contract to start off, the form should have been signed off at a max limit of R1250 not R2500 per month. I’ve made it very clear that this is serious and the information provided by her sale rep was false, limited information, the documentation he completed was not done properly and incorrect and did not explaint how to proceed with lessoning this mandatory maximum fee . I hope someone at head office from Vodacom can deal with this matter to accommodate client satisfaction and customer rights. I have not received the itemized billing yet to prove to me that I went over the 2G. Apparently there was a sms sent to say I’ve reached my limit – which I did not get and Im sure I would have stopped using the internet if I received such a message. The sales rep also ensured me I will be billed on the current cell phone account and not separately as it is today with different statement dates.

Hope that this is escalated to the right people concerned and a call back with a solution to this problem.

Kind regards
Debbie Woods
Cel: 084 606 9238
Tel: 011 320 6260
Email: [email protected]