Vodacom - seriously messed up contract.

[Reaper1242]

My mother applied for a new TopUp 99 contract. It was supposed to be activated on her ported number but was instead activated on the Vodacom number. To rectify it, they sent a new sim which was activated by on the ported number. A process which took over a week.

So that's the background. The problem is that they have left the Vodacom number open on her account. Now with her statement she is being billed for that number. One she never asked for. On speaking to customer service (which took an hour) they told her she has to cancel it and pay a cancellation fee.

So they're essentially billing her for a stuff up on a contract she never ordered, with no handset and no airtime.

I'm quite literally dumb founded here.

If there is a Vodacom representative on here who can investigate and fix this please PM me for her details.

 

[Ockie]

The dealer that did the upgrade must do a dealer cancelation.

 

[Reaper1242]

It was a new contract telephonically.

 

[Ockie]

It was a new contract telephonically.

then they will have to do the cancellation.

 

[Reaper1242]

then they will have to do the cancellation.

That's what I thought, except that they're saying she has to pay a cancellation fee. And trying to get someone to do something is infuriating.
Although in all honesty I'm not convinced they know what's actually going on with this.
I forgot to mention that she did call after sales a couple of weeks back. The agent promised to look into it and it probably wasn't a problem. She wouldn't be billed.

This is all very strange, in all my years dealing with Vodacom I've only seen efficiency.

 

[Ockie]

That's what I thought, except that they're saying she has to pay a cancellation fee. And trying to get someone to do something is infuriating.
Although in all honesty I'm not convinced they know what's actually going on with this.
I forgot to mention that she did call after sales a couple of weeks back. The agent promised to look into it and it probably wasn't a problem. She wouldn't be billed.

This is all very strange, in all my years dealing with Vodacom I've only seen efficiency.

I suggest you write a detailed email to [email protected] and explain in detail what happened, when it happened and who you dealt with. Get you will geta reference number immediately as proof that you email was received and then another reference once logged through to the relevant department. Best to put it in writing.

 

[Reaper1242]

I suggest you write a detailed email to [email protected] and explain in detail what happened, when it happened and who you dealt with. Get you will geta reference number immediately as proof that you email was received and then another reference once logged through to the relevant department. Best to put it in writing.

Thanks, I'll do that.