Good day
I was hoping someone can assist. I have been a Vodacom customer for many years and on 7 April I placed an order for a new phone online on the vodacom website.
On 15 April I received the new Samsung A72, with a 3in1 sim which I thought was strange.
Today 5/5/21 I called Vodacom to find out why I have only been debited for my current phone as is supposed to be R409pm as I selected the 36month option.
Then I was told that this is not on my current account but another number has been given & therefore a new contact and I must contact the cancellations department. Please see the email attached, dated today.
I then looked up Terms and Conditions and saw that the contact and device cannot be returned after 14 days. I became increasingly worried at this point as I have missed this and was unaware.
I then called 082 1945 and was transferred to a consultant named Hope. The call was approximately 12.50. She said there is nothing they can do. I do not want to return the device. I simply want the new number cancelled and the cost of phone to be added to my current number 0767319212.
I have proof it was delivered on 15 April, it is now 5 May 3 working days after. I was told there is nothing I can do as the 14 days have passed and I cannot issue a change/cancellation as there was no human error involved from their end.
Please see the link below. If you look above the contract duration blocks there is a small drop down box. I must have not seen it to upgrade which is an honest mistake but was under the impression as was upgrading. I still received a call about the device's order confirmation and they should have mentioned its a new contract. All they say is your order which is dishonest and not clear.
https://www.vodacom.co.za/shopping/deal-details-page/DV1DD16134?contractSkus=DV1DD08165&contractSkus=DV1DD16134
All I want is for this new contract to be cancelled as I am paying for something I will not use and have the invoice as well as all original packages. Order number K2503352. It is only 3 working 3days after the 14 return policy and there were public holidays.
I have also referred the matter to the Independent Communications Authority of South Africa.
Please could someone assist urgently.
Kind Regards
Adele
0767319212