Problem: Delayed Billing for Contract Data usage for December 2007

garden do u have any other ideas how i can avoid the bill??
 
"Your dispute has been escalated to our Advanced Data Solutions Investigations Division. You will be contacted as soon as feedback has been received. Please bear in mind this investigation is a lengthy procedure.

Should you have any further queries, please contact us via e-mail at [email protected]"

That's my latest communication from Vodacom in a long series of e-mails and phone calls since last week.
I remain hopeful...:)
 
you see, thats what i got until someone from the md's office called and helped, so im not gonna turn that down otherwise i know i wont get anything at all and the full R11000 will be taken off my account!! "a bird in the hand, is better than is worth more than two in the bush"
 
AFAIK, we're talking about a 10 day window at the end of december when the billing counters went for a loop. R11,000 worth of data is (thumb-suck)what - 9Gb? A Gig a day? Or two whole DVDs? Where did they pluck these data usage figures from?
A government department I could understand not wanting to be bothered to investigate it any further, but we're talking about one of the continents premier telecommunications providers here. Is this how they do business? The MD's PA takes 1 minute out of her day to swipe flies like us from her boss's windshield? We'd best all watch out. Valentine's Day is coming soon, and we all know what Al Capone did to some pesky flies who were bothering him one Valentine's Day:rolleyes::D*

*I'm joking, before anyone gets the wrong idea... Knott-Craig with a Tommy Gun...Hehe!
 
and that helps dhez...how? The appropriate definition here is extortion - "excessive charging: the charging of an excessive amount of money for something"
 
dhez said:
yeah well 50% off is better than nothing, what else am i gonna do?
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It is better than nothing, yes, but still considerably more than what it would have cost you at in-bundle rates.
 
Garden Router said:
and that helps dhez...how? The appropriate definition here is extortion - "excessive charging: the charging of an excessive amount of money for something"
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Sort out the mess as best you can and then go PP...Whats with the snotty retort?
 
Big Kriss said:
Sort out the mess as best you can and then go PP...Whats with the snotty retort?
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My apologies if it sounded snotty. It just seemed to be rather much like the vodacom line - "R11,000, that's the bill, who cares if you used it or not, just pay it. That's what our systems say you used, so we must be right. The customer could never be right - what does the customer know?"

CellC have been hounding my wife for a month with surveys and questions wanting to know why she ported across to Vodacom in January. They seem to be worried about having lost a customer. With Vodacoms attitude to this whole december overbilling debacle, they don't seem to care how many customers they might lose. Once again - the attitude of big organisations is at the core of the issue here IMO.
If I had been hit with a R11,000 bill, I'd have to sell my bakkie or hit my accessbond. But would Vodacom give a ****?
 
One thing is for sure, if I end up paying for this they will loose me has a customer. I will just take the 3 grand i spend with them and take it somewhere else.

I have E-mailed and phoned couple of times, no seems like they can or want to help or explain what happen.

This is going to be another fine example of how South African customers get screwed for their money.
 
yeah well i told my sis to go get a prepaid. incase this thing happens again. my sim is in a cupboard so lets see next month if the bill is high or what! I have tried my best, sent emails through all possible communications including sending a letter to the editor of news 24. it has affected all 3g card users, so I guess its still to early for it to hit the press since many of the south africans havent seen their accounts yet! so lets see what happens!
 
dhez said:
many of the south africans havent seen their accounts yet! so lets see what happens!
Click to expand...

Should be interesting...seeing as no-one can get an itemised billing report from vodacom4me...
 
vodacom3g said:
Probably crappy timing, but the report section of the 4me is being revamped.

I'm sure the conspiracy theories will be coming thick and fast...;)
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Apart from the (definitely!) crappy timing, another excellent example of "pre-94" style communication. "I will tell the population what I have decided they should know, not what they need to know".

What would it have taken to leave the report tag in place and post a notice informing your CLIENTS (the only people with access to the page) that "the report section of the 4me is being revamped"?

I know a little bit about website development, and it does struck me as weird that you remove a page while you are revamping it. Unlike a car that is not available while you revamp it at the panel beaters, you can actually change a webpage and then publish it after it has been revamped, leaving the original page in place while you are doing the revamp.

As I said before, it is the attitude that is the issue at stake...
 
Antonf said:
Apart from the (definitely!) crappy timing, another excellent example of "pre-94" style communication. "I will tell the population what I have decided they should know, not what they need to know".

What would it have taken to leave the report tag in place and post a notice informing your CLIENTS (the only people with access to the page) that "the report section of the 4me is being revamped"?

I know a little bit about website development, and it does struck me as weird that you remove a page while you are revamping it. Unlike a car that is not available while you revamp it at the panel beaters, you can actually change a webpage and then publish it after it has been revamped, leaving the original page in place while you are doing the revamp.

As I said before, it is the attitude that is the issue at stake...
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Valid point, I'll suggest it.
 
This entire saga could have been so different if Vodacom adhered to a little known (and generally ignored) document called the Code of Practice, available for download at http://41.192.255.18/vcozadoc/about/docs/CoP Final (2005).pdf

Some excerpts:
This Code of Practice reflects the Vodacom commitment to ensuring that all our subscribers receive the best possible service at all times and that responses to your queries are dealt with quickly and fairly.

Has anyone ever been successful in trying to do any of the following if "you are not satisfied with the outcome" after being assisted by the "call centre consultant"?
11.3.3 ...contact Vodacom’s customer care team leader or supervisor
11.3.4 ...request to speak to the customer care manager
11.3.5 ...the customer care manager must refer you to the Executive Head of the call centre
11.3.6 ...written complaint should be referred to the Managing Executive in charge of customer care services

I once quoted from the Code of Practice to a "call centre consultant" - he was unaware of its existence. Surely this should form the basis of their training?

If the Code of Practice is pulled from the website for a "revamp" I will believe the conspiracy theories! :) (Sorry Vodacom3G, this is NOT a dig at you!! :D)
 
Antonf said:
This entire saga could have been so different if Vodacom adhered to a little known (and generally ignored) document called the Code of Practice, available for download at http://41.192.255.18/vcozadoc/about/docs/CoP Final (2005).pdf

Some excerpts:
This Code of Practice reflects the Vodacom commitment to ensuring that all our subscribers receive the best possible service at all times and that responses to your queries are dealt with quickly and fairly.

Has anyone ever been successful in trying to do any of the following if "you are not satisfied with the outcome" after being assisted by the "call centre consultant"?
11.3.3 ...contact Vodacom’s customer care team leader or supervisor
11.3.4 ...request to speak to the customer care manager
11.3.5 ...the customer care manager must refer you to the Executive Head of the call centre
11.3.6 ...written complaint should be referred to the Managing Executive in charge of customer care services

I once quoted from the Code of Practice to a "call centre consultant" - he was unaware of its existence. Surely this should form the basis of their training?

If the Code of Practice is pulled from the website for a "revamp" I will believe the conspiracy theories! :) (Sorry Vodacom3G, this is NOT a dig at you!! :D)
Click to expand...

I know, but thanks anyway :)
 
Would like to say that Vodacom has contacted me and where very helpfull.

My problem has been sorted. (well hopefully they will keep their promise when they debit my account)

Anyways i was pretty happy with the help i got ;)

Thanks goes out to Julian from Vodacom data center.

Just wished my 3g Hsdpa could give me better latencies, but i will leave that fight for another day ;)
 
agerbon said:
Would like to say that Vodacom has contacted me and where very helpfull.

My problem has been sorted. (well hopefully they will keep their promise when they debit my account)

Anyways i was pretty happy with the help i got ;)

Thanks goes out to Julian from Vodacom data center.

Just wished my 3g Hsdpa could give me better latencies, but i will leave that fight for another day ;)
Click to expand...

At least your 'modem latency' is not as bad as your 'refund latency'.

I asked and got the refund procedure and it does include a fair number of steps so it can take a while.
 
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