Apparently, on the 21st of October Vodacom received instruction from an unauthorised party to change my banking details on my cell phone contract. Subsequently, no one has informed me about this change, and my debit orders for November, as well as December failed to have gone off my bank account. Vodacom has now in turn deleted my phone number, deactivated my SIM card, and the contract is sitting currently at pre-legal.
I have been on the phone to your Subscribers Collection department (0821964) every single day for over an hour per day, and this matter is getting absolutely nowhere. Just a brief rundown of the events to far:
1) I’ve been told that I have apparently contacted the call center (082111) on the 21st of October 2011 and requested Vodacom to change my banking details. As all calls are recorded, I have asked for a copy of the recording as prove that I have made such an request, and to date, none such recording has been provided to me. Vodacom’s call centers has subsequently indicated that they ‘cannot find’ the recording.
2) After the mysterious call from point 1 above could not be found, Vodacom is now saying that a request has been received from some bank, to change the account number on my contract which Vodacom debits my monthly subscriptions from
a. I have not authorised any bank to request this change on my behalf,
b. My contract signed with Vodacom does not authorise 3rd parties to make changes on my behalf, and
c. I believe that Vodacom is wrong in allowing 3rd parties to make changes to your customers accounts without their knowledge, permission, or confirmation of such changes
3) I’ve been told numerous times that my ABSA banking account has apparently been closed.
a. The bank account has not been closed, and bank statements for the months of October, November, as well as December has been faxed to your Subscribers Collection department.
b. I have, and am still using the same ABSA bank account for over 15 years now. Vodacom has been successfully debiting my bank account for the last 5 odd years, without one single problem, missed payment, or late payment.
4) For an entire month now I have been sent around in circles
a. Call Center agents promise feedback, none is provided
b. Not once, in all my dealings about this matter with Vodacom, has an reference number been provided to me.
c. Call Center Supervisors are unavailable (it took me an entire week to manage to speak to one Supervisor)
d. Call Center Supervisors promise feedback, and promise to call you back, and does not do so
e. Call Center Supervisors say that they are busy and will call you back in 5 minutes, and then goes home for the day, without returning calls.
f. Even Vodacom's Executive Client Liaison Officer Team (Ref: EC-Z9S1-4PV30) does not contact me, does not provide feedback, and can't be bothered to resolve the problem.
The matter in which this is being dealth with, especially considering the involvement and complaint logged at Vodacom's ECLO, is shocking. Is it really, really, THAT difficult to pick up a phone and call me? It is really, really, THAT difficult to re-activate my bloody cell phone?? Seriously?
Given the recent press release on how vodacom.co.za's unsecure and people can login and change other people's details through their web site... It makes you wonder, where, and how my banking details was changed. Doesn't take allot to put two and two together.
All I can say, is absolutely PATHETIC Vodacom. I would actually LOVE for this to be handed over to your Legal Department so that they can explain to me how their breach of contract is my fault...