ATTENTION: VODACOM SUBSCRIBER COLLECTIONS
REF: I74xxxx
I don’t even know where to begin with Vodacom. Your service is beyond pathetic and you should be held accountable for such bad service, not the client!!!
To put matters simply for the VERY LAST TIME, as I have made NUMEROUS calls, as well as NUMEROUS store visits, as well as an EMAIL from your Vodacom Store Manager in Cape Gate to yourselves, which was ignored by Vodacom. Herewith the issue behind REF: I74xxxx(Cell No. 071xxxxx)
The account was due on 1 November 2020; however, I was late with the payment. Around the 20th November I received a call from an agent asking when I will make payment, to which I requested the agent call me back as I was driving. I NEVER received a call back. I did the online payment arrangement whereby you phone in and the computer asks a date for payment and is suppose to update your system.
On the 26th November 2020 the phone was cut. I called in and spoke to an agent and requested the amount due to which I was told R328 and some change. I said I would make payment immediately and was told the phone would be reactivated as soon as the payment reflected. I made an EFT payment of R330. Around the 28th November the phone was reactivated. Please note at NO POINT was I asked to pay anything more! I waited on my Invoice to be emailed to see what was due for December. On the evening of the 6th December the phone was once again cut by Vodacom. I called in on the 7th December to find out what was going on and was told I had to pay R439.87. I told the agent I would pay immediately while she was still on the phone, which I did – an EFT (same as every month). She said it would take 24hours to reactivate…. Well here we are on the 27 January 2021 – The phone has remained unactivated since 6 December 2020.
NO ONE from Vodacom has made ANY contact with me AT ALL!!! In fact, after numerous calls from me to Vodacom, and being told the same thing – your number doesn’t even exist anymore, and will be investigated, I visited the store (Cape Gate Mall) – only to be told the same thing. I did have one very helpful lady one Saturday morning in December at your collections call center say she would override this deactivation – which is a Vodacom problem – and the phone will be activated within 2 hours – Well as you can guess – NOTHING!!!!
Today you send me a letter of demand – Stating that I have to pay R3624.98.
At all times, during ALL conversations and store visits to Vodacom I have been told I AM NOT IN ARREARS and no one can understand why the account and number was deactivated and suspended. You now want me to pay and additional R298 to re-activate this number. I think Vodacom needs to be sued for such incredible incompetence on your part.
I REFUSE to pay for December or January as the number was not active during these months and NOT in use. I REFUSE to pay a re-activation fee as this is a VODACOM FAULT and not mine.
If your agent on the 26th November 2020 had asked me to pay R328 + R439 I would have gladly done so. But this was not the case.
ENSURE THAT YOU GO BACK TO THE 20TH NOVEMBER 2020 AND LISTEN TO EVERY VOICE RECORDING OF THE CALLS MADE REGARDING 071xxxx AS PROOF THAT VODACOM HAS ACTED NEGLIGENTLY AND I AS THE CLIENT HAVE SUFFERED DUE TO THIS.
Ensure that you CREDIT the months of December 2020 and January 2021. Reactivate the number at your own expense and I will ensure that I immediately make payment for the month of February 2021.
Should you not comply with my requests above I will have no option but to seek legal assistance.
Your Store Manager at Vodacom Cape Gate sent an email to your collections department around 3 weeks ago and ensured me that Vodacom will make contact – Well no contact has been made, not a phone call (you have my other contact number) not an email (you have my email address) NOTHING!
Please ensure that someone responds TODAY to this email as I have lost my patience and sense of humor with Vodacom.
Yours Faithfully
C VAN TONDER
ID. xxxxx
ALTERNATIVE CONTACT NO. 06xxxx