VODACOM's voluntary limit Terms and Conditions did not exist before 19 Jan 2012

I would like to point something out to everyone with issues with Vodacom's voluntary limit facility:

DO NOT allow them to pull the wool over your eyes by saying that you agreed to certain terms and conditions when you implemented the limit.

Unless you actually signed a separate disclaimer, THERE WERE NO TERMS AND CONDITIONS pertaining to the voluntary limit prior to 19th January 2012.

The Terms and Conditions only referred to Mandatory limits up until this date, and only after I pointed this out to them did they change them.

PM me if you want the URL of the original Terms and Conditions (as they stood on the 19th January 2012) if the link below does not work.

http://sambedextrous.bo.lt/vodacom-call-limit-terms-and-conditions-2012-01-19

Let's put a stop to Vodacom's unethical practices. I've had enough of Vodacom hiding behind Terms and Conditions that allow them to pilfer from it's clients with impunity.

'Incidentally (edited) in my experience Vodacom often fail to provide a service in line with the very terms and conditions they lay out on their website.

sambedextrous said:

Indecently in my experience Vodacom often fail to provide a service in line with the very terms and conditions they lay out on their website.

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Did you mean 'Incidentally'?

What are the issues with Vodacom's voluntary limit facility?

Yes I did, apologies.

Issues might include:

Out of bundle charges for overages (due to limit not being enforced)
Service suspension due to limit being enforced

There may be more but my issues (ironically) included both of the above.

sambedextrous said:

Yes I did, apologies.

Issues might include:

Out of bundle charges for overages (due to limit not being enforced)
Service suspension due to limit being enforced

There may be more but my issues (ironically) included both of the above.

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Pretty sure it was discussed last month on the forum.
Did you use the search function?

I am aware that the topic of Vodacom's non enforcement of the voluntary limit facility has come up before. I have perused numerous posts from unhappy people being overcharged (some by R1000's).

Vodacom's response is usually that the customer agreed to certain terms and conditions and are therefore liable for the out of bundle costs incurred due to their inability to enforce the limit service they provide.

I'm just pointing out that unless you signed a separate disclaimer agreeing to this, there were no terms relating to voluntary call limits up until 19/01/2012.

People who have been given this excuse need to reconsider the response they received and whether they want to take the matter further, if of course they can actually get Vodacom to respond to their query.

You being the more experienced forum user than myself, let me know if there is a thread you think this should be moved to.

The terms and conditions (including that it is a best effort service) has always been clearly stated on the Call Limit application form that you have to complete when you request this service in the store.

As for the website, I can not say.

@ocleroux - Supposing I slipped through the gap and was never asked to sign a disclaimer. Where would that put me as far as:

(a) my voluntary limit not being enforced and my liability to pay the out of bundle overages
(b) my voluntary limit being enforced and my phone being soft locked

sambedextrous said:

@ocleroux - Supposing I slipped through the gap and was never asked to sign a disclaimer. Where would that put me as far as:

(a) my voluntary limit not being enforced and my liability to pay the out of bundle overages
(b) my voluntary limit being enforced and my phone being soft locked

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We as stores can not load call limits ourselves. We have to get you to complete the form and then we fax it through on your behalf. Vodacom will then load it for us. If you do it directly with 082111 then I am not sure exactly if they fax the form to you or not. I just know that from my side I will need you to complete the form which stipulates the T&C's clearly. I will upload it here for you so you may see. Just a bit busy at the mo so will do it soon as I have a bit more time today.

Thanks ocleroux , but don't worry about uploading the doc on my account. My issues are with Vodacom directly and not with any of the stores. Thanks anyway

sambedextrous said:

Thanks ocleroux , but don't worry about uploading the doc on my account. My issues are with Vodacom directly and not with any of the stores. Thanks anyway

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Way back in the day we used to fax or email you the call limit disclaimer which would then need to be signed and return to us. We would then load the limit for you.
Today we still send you the disclaimer , however there will be a Reference number on it. You then call us , quote the ref number and we make the changes. Quoting the ref is the same as you signing the document.

VodacomData said:

Way back in the day we used to fax or email you the call limit disclaimer which would then need to be signed and return to us. We would then load the limit for you.
Today we still send you the disclaimer , however there will be a Reference number on it. You then call us , quote the ref number and we make the changes. Quoting the ref is the same as you signing the document.

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Hi VodacomData...

I never ever received a disclaimer to sign and now my phone has been soft locked (2 weeks and counting) ... this is not the correct thread to provide the details but I will post my issue in the relevant thread - maybe you will be able to help.

sambedextrous said:

Hi VodacomData...

I never ever received a disclaimer to sign and now my phone has been soft locked (2 weeks and counting) ... this is not the correct thread to provide the details but I will post my issue in the relevant thread - maybe you will be able to help.

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I am a bit confused. You requested the call limit...and now upset that you reached it and Vodacom enforced it?

Or are you upset that you did not request it and your line was locked due to a call limit? If this is the case then there might still be a mandatory call limit (standard on all new lines for a period of about 6 months). This limit is normally automatically removed after 4 - 6 months if Vodacom is satisfied with the handling of the account and that the client is not running up massive bills that he/she can not pay.

ocleroux said:

I am a bit confused. You requested the call limit...and now upset that you reached it and Vodacom enforced it?

Or are you upset that you did not request it and your line was locked due to a call limit? If this is the case then there might still be a mandatory call limit (standard on all new lines for a period of about 6 months). This limit is normally automatically removed after 4 - 6 months if Vodacom is satisfied with the handling of the account and that the client is not running up massive bills that he/she can not pay.

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You are confused? How do you think I feel.

Last month Vodacom DID NOT enforce my limit WHEN THEY SHOULD HAVE (on my data account). This cost me R1200 plus.

This month Vodacom DID enforce my limit (on my voice account) WHEN THEY SHOULDN'T HAVE.

@VodacomData - it looks like it's staying here!

Here's the situation:

Data Contract - *** *** 3977 (I will PM you all the details)

No disclaimer agreed to ever
Voluntary Limit of R50 set (limit set in 21/07/2011 via email as I was abroad)
No data usage sms's received in December (contrary to General Broadband terms and Conditions)
21/12/2011 - Out of bundle charges of R1200 plus - I want to know what time and how much data was consumed.
22/12/2011 - Issue handed to Advanced Data support team
09/01/2012 - Account debited - At this time I had still not received feedback from Vodacom.
I have since been informed that the usage was valid and I am liable. PERIOD yet no one can provide me with the disclaimer they speak of or a breakdown of usage and the time it was depleted.

MORE IMPORTANTLY THE PROBLEM I'M EXPERIENCING NOW IS A SOFT LOCKED ACCOUNT

... This occurs on the very day that my account was debited with the exorbitant OOB charges plus my 2 contract costs 09/01/2012

Limit of R50 set on voice contract (*** *** 2348)
Current voice minutes nearly = 600
Available SMS's = 180
Available data = 17GB (plus Night Owl approx 20GB)

Event leading up to this:
On 02/01/2012 - subscribe to DSTV mobile via Streamer app downloaded from Android Market
Minutes later I discover my Samsung Note not supported so call 082 111 (at 18:47) which according to DSTV mobile T's and C's is an option to cancel service.
Consultant gives me wording of "Deactivate tv" to sms to 31116 - which I did at 23:52
Receive an sms reply that the content could not be found followed by a push message with a link http://vfl.vodacom......... which did not work.
06/01/2012 ( - I received an sms: "Your recurring R19.00 Subscription to Mobile TV will be billed on 2012-01-09. To unsubscribe SMS "STOP" to 31116, SMS is free. (OK so English being my first language I had no trouble following the instructions in the sms)
06/01/2012 (20:47) - I send "STOP" to 31116
Great cancelled a useless service!
Apparently not!
09/01/2012 - phone soft locked due to R2.78 over my R50 limit - funny how the terms on the website say that usage is based on voice, data and sms ONLY - this fact over and above the fact that I cancelled the service that sent me over my limit so I should never have gone over it in the first place.

After countless emails and calls to Vodacom's Customer Care-less... I am no closer to restoring my service

Some of my reference numbers are:

00D6-6GE3
00DE-EGTR
00DF-FKJG
00DG-GV0D
PC-Z9SZ-2D8JP
00ED-DUVZ
00EV-VCKH
PC-Z9S5-21BVU

And the most I have from all of that is an insult from Cindy Price saying that I should manage my account properly to avoid future inconvenience. I am not even getting automated responses from the call center anymore.

Oh, I received a call from 0822751 at 18:25 (11th Jan) telling me that my service would be restored within the hour. Shortly thereafter (18:28), I received an sms from 0820097621 confirming that the problem had been resolved. I'm starting to think that was all imaginary.

HUH!

And now I wait! Its been 16 days now - I am a freelance web developer - this is ruining me.

Can some one with some idea please assist.

1. Vodacom sends data usage notifications if you have a bundle on the line (SMS's are sent to the number that has the bundle active or the 3G contract sim unless you nominate a alternate number for Vodacom to send the SMS's to

2. Regarding the call limit, anything that is chargeable usage will count towards your Call Limit, be this content charges, SMS, MMS, Data Usage, calls of any kind etc. If it incurs a charge...it will count towards your Call Limit. Vodacom will also send usage notications to the number that has the limit on it to let you know once you have reached certain percentages. I think you get a SMS everytime you reach 50%, 70%, 90% and then once more once line is locked on 100%.

3. Call Limit is a best effort service. When it comes to data your billing could be delayed...therefore if you are downloading large files you might overshoot your limit before the billing can update. Once the billing updates properly the call limit will take effect...but it might take effect late.

zzzzzzzzzz

ocleroux said:

1. Vodacom sends data usage notifications if you have a bundle on the line (SMS's are sent to the number that has the bundle active or the 3G contract sim unless you nominate a alternate number for Vodacom to send the SMS's to

2. Regarding the call limit, anything that is chargeable usage will count towards your Call Limit, be this content charges, SMS, MMS, Data Usage, calls of any kind etc. If it incurs a charge...it will count towards your Call Limit. Vodacom will also send usage notications to the number that has the limit on it to let you know once you have reached certain percentages. I think you get a SMS everytime you reach 50%, 70%, 90% and then once more once line is locked on 100%.

3. Call Limit is a best effort service. When it comes to data your billing could be delayed...therefore if you are downloading large files you might overshoot your limit before the billing can update. Once the billing updates properly the call limit will take effect...but it might take effect late.

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Yip I've heard it all before - except maybe you missed the part about ...

I DID NOT SIGN THE DISCLAIMER

and

I CANCELLED the service that I sent me over the limit

(did you read my post?)

and the terms I agreed to on your website (which did not include anything about Voluntary limits) state that:

USAGE IS SET ON CALLS, DATA and SMS ONLY!

I guess you can't help me then but I bet you you can't show me the agreement I supposedly signed either.

Same old story! Thanks for nothing

ocleroux said:

3. Call Limit is a best effort service. When it comes to data your billing could be delayed...therefore if you are downloading large files you might overshoot your limit before the billing can update. Once the billing updates properly the call limit will take effect...but it might take effect late.

Click to expand...

Still not getting this one as my prepaid is killed on the bit...........

sambedextrous said:

zzzzzzzzzz

Yip I've heard it all before - except maybe you missed the part about ...

I DID NOT SIGN THE DISCLAIMER

and

I CANCELLED the service that I sent me over the limit

(did you read my post?)

and the terms I agreed to on your website (which did not include anything about Voluntary limits) state that:

USAGE IS SET ON CALLS, DATA and SMS ONLY!

I guess you can't help me then but I bet you you can't show me the agreement I supposedly signed either.

Same old story! Thanks for nothing

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I am really trying my best to explain to you best I know how how the service works. You said you emailed them to load the limit because you were over seas...that would explain why you did not receive the T&C's.

Here is the T&C's found on the Call Limit Form.

Terms and conditions
 The voluntary call limit locking request is not guaranteed because of the time delay with call data.
 If you are on a price plan that includes free minutes, please remember that neither SMS’s, service calls nor international roaming costs are
included in your free minutes.
 Due to certain calls being excluded from free minutes e.g. Telkom 1023 and Vodacom 126 service, your call limit may be reached prior to your
free minutes being used. Access to your free minutes may be affected.
 If you are roaming internationally, this service will not be guaranteed because of the time delay with call data.
 Prior to reaching your limit, you may receive three SMS messages informing you that you have reached a certain usage percentage (i.e. 50%,
75%, and 90%) of your call limit.
 Please remember that once your limit has been reached, your line will automatically be barred for outgoing calls except for emergency calls
(112) for the remainder of the month.
 The automatic re-opening of the line will take effect on the 1st of the following month.
 If for any reason whatsoever your limit is not enforced you will remain liable for all amounts due in excess of the limit set.

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Also, regarding the charge for the service that you cancelled...as far as I know the charge will not be reversed because you cancelled the service. You will just not be billed again for it but will still need to pay for the first charge. Should you want to dispute this then you may request a credit note (to be passed the following month if you are succesfull in this request).

I am sorry that I am appearing to be unhelpful in this.

Perhaps VodacomData can explain it better than I can.

OC

ID_10_T said:

Still not getting this one as my prepaid is killed on the bit...........

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Two different billing engines for prepaid & Top Up and then normal contract.

ocleroux said:

Two different billing engines for prepaid & Top Up and then normal contract.

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Yes, Vodacom 4 cylinder for all their limits and 8ta V12.
Vodacom use outdated systems and steal tactics to "serve" their customers (and MTN).