Vodacom

My mother renewed her Vodacom contract on 13 July 2016 at the Langeberg Mall Vodacom shop in Mossel Bay. She opted for the Samsung S6 phone and the consultant was Annemarie, who was very helpful. When we got back home, I started the phone to assist my mom in setting up her new phone. The phone immediately made ongoing key operating sound tones without me even touching it. The moment I opened a programme it would just keep on jumping back to the home screen. I restarted the phone with no changes to the problem. On 15 July 2016 my mom took her phone to her Vodacom shop in Still Bay where she resides, and Eugene Mostert assisted her. He told her that she should take a video when the phone malfunctions as the problem was an intermitted one at the time. My parents travelled back to Mossel Bay from Stilbaai on 19 July 2016 to take the phone to the Vodacom shop at the Langeberg Mall. Annemarie at this time wasn’t so friendly and helpful this time around. She made a couple of settings and told my mom she should bring it back again if faulty. My mother explained that she can’t keep on travelling between Still Bay and Mossel Bay continually, but to no avail. The phone still had the same problem jumping out of programmes to the home screen and making the key tone noises without touching the screen. On the 25th of July my parents travelled back yet again to get her phone sorted out. Annemarie said she would send the phone in for repairs with the following job number: [protected]. On the 28th of July, Peter from the Langeberg Mall Vodacom shop phoned my mother to tell her that they had to update the software of the phone and that Annemarie should have issued an OBF and replaced the phone. After getting the phone back it just had the same problem. My mother drove on the 5th and 8th of August back to Mossel Bay Vodacom and dealt with Carin who also said that Annemarie should have replaced the phone. Carin advised my mom to take the phone with its packaging to the Still Bay Vodacom shop and she would see what she could do. My mom even made contact with Ashlen Chattergoon at Samsung South Africa, who told her that she has to sort the exchange out with her Vodacom provider in Mossel Bay, as they did a software update which has led to the lapse of the OBF exchange period. Tonight my mother was emotional as her phone is still not fixed. She couldn’t send me a text message as the phone kept on jumping back to the home screen. She has always enjoyed her Samsung phones and never had a problem with them. Her contract is close to R800.00 per month on a phone she can’t use. She spoke to Vodacom in Mossel Bay again today, which wants to send the phone away yet again. All we want is her phone to be replaced with a new functional Samsung S6.

Please be advised that the attached is a copy of an email sent to the National Consumer Council related to our consumer complaint.

To Whom It May Concern

I am logging this complaint on behalf of Mr Eddie Keyrouz. He has been a user of the Vodacom Network for many years. His Vodacom user number is [protected] (inactive presently).

Approximately 6 – 8 weeks ago Mr Keyrouz started experiencing problems with his connection, in that his contract would suddenly be disconnected for reasons not justified. He has logged his complaint with the Vodacom store in Northgate and has spent numerous hours on various days in store trying to rectify the issue. He has been advised that it is a technical issue, supposedly related to network system...blah blah..blah.

The store is now shrugging their responsibility related to the issue as they say they aren’t employed to Vodacom and that they act as contractors. They have advised him to direct his complaint via the social medias (which is a platform he does not subscribe to) or contact Vodacom HO directly.

Needless to say, his many attempts to make contact with a responsible principle at Vodacom HO have been unsuccessful and he is constantly been ignored or misdirected.

The Vodacom number he has used for many years is his business number and, as he has had to resort to using an alternative cellular network to maintain cellular connection, currently his business is seriously effected by the lack of care and response from Vodacom.

Mr Keyrouz has also requested assistance from his lawyer, who’s attempts have also proved unsuccessful.

Please advise the next course of action for Mr Keyrouz in order to resolve this issue.
His current contact number is [protected].

Our business has 8 contracts with vodacom.

1. Each of these becomes due for upgrade at a different time. As a result, we receive multiple calls from various individuals posing as vodacom representatives, who attempt to increase the size of the contract without looking at the average spend on the particular contract.

2. Recently, we have received around 10 phone calls from various vodacom representatives, indicating that we would save money by migrating to other packages on 2 contracts, because we are paying too much for additional usage on the said contracts.

When checking this info with my local vodacom shop however, the sales assistant could not understand why we received these calls, because our average use on both contracts were within limits and not nearly as high as was indicated by the vodacom representative.

3. We believe that the telephones which are supplied with contracts are of a poor quality and on average, none of the telephones which we have used, last for the 2 years of the contract. So, we regularly follow up when an upgrade would be available, well ahead of time, because the instruments do not last! (This goes for Nokia, Blackberry and Samsung.)

Contract holders are thus forced to upgrade, merely to obtain a new instrument which can be used.

4. The service received at any one of the Alberton based vodacom shops (which I have visited) is nothing but appalling! The staff are generally unfriendly, unhelpful and don't explain the benefits of any of the products.

4.a) The "Managers" at all of these stores, would march up and down in the store, disappear from the store (and return with food and drinks for themselves), whilst customers cue up to be served. Not in any of the stores (Newmarket Mall, The technical store in this centre, or Alberton City) has the manager ever enquired whether they could assist me or any other waiting customer.

4.b) The staff appear disinterested, unfriendly and annoyed when you pose questions to them.

4.c) The staff do not give proper feedback about queries/problems that are raised.

5. We visited the New Market vodacom shop last week to upgrade 2 contracts in order to receive 2 new phones. The sales clerk indicated that the Samsung Z2 product would be better than the Samsung Galaxy J1. I took his advice!

5.a) I loaded my sim card and Memory card into one of the new phones and started downloading apps. After spending a huge amount of time, I found that the phone held its battery charge for only up to 12 hours.

5.b) I attempted to load a second sim card into the other phone, but found that the card was to big and had to be replaced with a micro sim. Off to the vodacom shop again, the sales clerk then told me that she could not do the sim swap without a letter from my business. I refused to go back to the office to do this, as, the clerk who handled the upgrade should have enquired about the sim card and should have advised me that the sim had to be swopped. (He saw the phone I was using!)
I insisted that the sales clerk retrieved my upgrade letter, so that I could inscribe on that, that a sim swap was necessary.
This phone, which is mainly unused, used up the full battery power in less than 24 hours.

6. After 6 days, I had to find time to go back to the shop to advise that I was not happy with the product.

I was summarily sent to the Technical shop in the same centre, where I had to wait 35 minutes before attendance.

I had to hand both phones in for checking and in the process lost all the information that I had stored on it because I was told they could do nothing about stored information.

7. I received an sms the next morning, indicating that one phone was ready for collection. I could only go back the next afternoon.

After once again waiting in a cue for 40 minutes, (Only one sales clerk in attendance and the manager sitting at the sales desk, doing absolutely nothing at all). (A second sales clerk showed up about 25 mins after entering the shop.)

Only to be told that both phones were still in the process of being repaired. (I received 3 sms's subsecuently confirming this.) I was told upon request what the repair was about, that the motherboards (or something to that effect) had to be replaced on both phones.

How is this possible? 2 new phones and the heart of the phones have to be replaced? What kind of product are vodacom selling?

Why are Samsung bringing inferior products to the market?

7. In the meantime, my 18 month old Blackberry is playing all kinds of tricks to the effect that I cannot make any call without having to redial the receiver at least 2 to 3 times.

Is this a product fault or is this a vodacom signal interruption. Is this indeed why vodacom are giving free minutes for dropped calls.

Your free minutes does not make good for the inconvenience that we are being put though!

To summarise, the service from vodacom is shocking. Service from various manufacturer's phones is unacceptable. The fees South Afican's have to pay to vodacom for services is unacceptable.

Not only are we paying far too much for airtime, we are also paying too much for data.

Now we are paying contract fees for new telephones that are not working!

How long must we wait to get proper equipment, and how are we going to be reimbursed for not having equipment for which we are being billed?

Danie Rossouw [protected]

Ek het verskeie kontrakte by vodacom. Hul sisteem is geupdate en my rekening nommers het verander. Dit vat vir vodacom meer as n maand en n half om hierdie probleem op te los. Al my betalings is gemaak en die bewyse is ook deur gestuur. Hulle het my lyne afgesit, dit na ek al die bewyse deur gestuur het. Vodacom het self die rekening nommers verander, my vraag, hoe de duiwel kan hulle nie die betaling opspoor en link met die nuwe rekening nommer nie. Ek het 3 mails na hulle account department gestuur. Ek wag nou nog vir n reply. Ek moet elke dag van die plaas af inry om hierdie probleem uit te sorteer, om net daar te kom en vir my te se jammer mevrou ons wag vir hoofkantoor. Lyk my vodacom sit met n trop onnosel mense, jy word van die een deur gesit na die ander een, en nie een kan help nie. Seker geen training ontvang nie sit soos suurstofdiewe daar.

Vodacom werk asb aan julle swak diens! julle kan my gerus credit vir julle nalaatigheid. Nou nog is die rekening n probleem. Kry mense wat die werk kan doen of maak julle plek toe. Julle complaints lyk beroerd.

Let ook wel dat ek al 4 my kontrakte by julle gaan stop, ek sal gaan na n provider wat n diens kan lewer en nie my lyne suspend wat reeds betaal is nie.

This is such a crap company I am livid...keep debiting my account on the wrong dates after I have told them to change it several times. Now has affected my credit rating... Missed my flight on Friday because they suspended my line and all I get is Sorry for the inconvenience. I just need my contract terminated with immediate effect and I'm not paying no penalty fee after all the financial implementations you have caused me. I'm tired. And your incompetent call centre agents who keep a person holding for hours. Call me and cancel my contract please. I've had it! [protected] I regret migrating :(

I cancelled my contract mid April 2016, and paid the early cancellation fee, of which I both faxed and email confirmation as requested by Vodacom.
Vodacom then went on to further deduct my contract at the end of April, May, June and July.
I finally (after many, many, many calls) managed to get them to agree to refund me. I was advised on 5 August that it would take 14 to 21 days to be refunded...I am still waiting ( 21/09/2016). No one responds to my many emails at the retention / cancellations which is were I have now been directed to deal.
If I don't pay Vodacom I would be handed over and black listed, yet they can unlawfully deduct money from my account.
I would never recommend Vodacom, any deal they may offer is not worth the headache of trying to deal with them.

SHOCKING SHOCKING SHOCKING

I phoned vodacom customer care at the begging of August to cancel a contract that is suppose to end at the end of August and an incompetent agent told me i could not i must wait for the last payment to go off . And only then i can to my surprise i still owe another month for the contract.

Inc000004903718
Inc000004861406

My phone was stolen more than a week ago. The vodacom shop is unable to do a sim swap because of technical issues on vodacom's side. I sleep in my office to run my business through emails. A simple thing came to disaster. Vodacom clearly made a contract break. Is there anything they can do to get my number online [protected]...?

I applied for an upgrade online, the phone was supposed to be delivered on 15 september 2016, the courier company (ram couriers) could not find the address, no one has phoned me and now the phone is sent back to vodacom, i cant get the phone now i need to cancel the contract and then apply again and this will take 3 weeks, i find this unexceptable and no-one is getting back to me, i need a phone.

My number is [protected]

the upgrade number is: [protected]

Ref. ec-044y-2dpja2
Quote ref. 1-[protected]
Acc ref. i3687358-6

On 15 july 2016 I received a quotation for premature cancellation.
On 18 july 2016 I paid the amount to vodacom as per the quotation received on 15 july 2016.
On 18 july 2016 I emailed the required documents to retentions. [protected]@vodacom.co. za,
Documents included were :- id, signed quotation and proof of payment.

To date this account has not been cancelled and I am now having sms’ and calls directed to me with regards to outstanding amounts and suspending my account. the only amount outstanding should be the tablet at r328.99 x august and september for which the debit order was never presented as the amount paid was lying on my account as credit. this has subsequently now also been removed.

Please can someone urgently assist as I have phone many times but I am transferred from one person to another without solving this problem.

Below communications regarding this issue.

From: bernadine ley (grindrod)
Sent: 09 september 2016 14:17
To: 'sello. [protected]@bytes.co. za'
Subject: fw: very urgent : reference ec-044y-2dpja2 b. h. ley - contract cancellation
Importance: high
Sensitivity: confidential

Good afternoon sello,

You were going to come back to me around the account that still has not been closed, but I have not heard anything from you.

Please advise what is happening to my cell phone account.

Many thanks

Bernadine ley

From: bernadine ley (grindrod)
Sent: 05 september 2016 09:41
To: 'sello. [protected]@bytes.co. za'
Subject: very urgent : reference ec-044y-2dpja2 b. h. ley - contract cancellation
Importance: high
Sensitivity: confidential

Hello sello,

With reference to our telephone conversation this morning, I hereby forward the three documents as discussed :-

- signed quote
- proof of payment
- id

Thank you very much for assisting me as I have been trying since july to cancel this and have had nobody assist me the way you did today.

My contact number is [protected].

Looking forward to hearing that this has now been finalized.

Many thanks

Bernadine ley

From: bernadine ley (grindrod)
Sent: 22 august 2016 08:11
To: 'retentions. [protected]@vodacom.co. za '
Subject: very urgent : reference ec-044y-2dpja2 b. h. ley cell [protected]

Good morning,

I have an urgent query :-

I received an updated quote from you on15 july 2016 and subsequently paid the full amount on 17 july 2016.
On 17 july I emailed the signed quote plus proof of payment plus copy id as requested to this email address whereupon I received an email with reference number : ec-044y-2dpja2
I received my latest invoice and found that the amount was credited to my account but the cell number in question has not been cancelled.
The result is that no debit order is going off my bank for the tablet and I am still being billed for substitute cell number [protected] (previously [protected], number was ported to another vendor).

I visited you branch in gateway. the consultant phoned your offices and I was told to re-send the payment documents.
Attached please find :-
1. signed quote reference 1-[protected]
2. proof of payment
3. id document

I attached the required documents and request that this issue be sorted our still today.
Please send confirmation email advising that the account in question has now been closed.

Email received from vodacom:-

Dear customer

thank you for your e-mail communication received. your reference number is ec-044y-2dpja2.

this is a standard e-mail response so please do not respond to this e-mail. we endeavor to attend to all e-mails within a 24 hour period. visit our frequently asked questions at http://help.vodacom.co.za / or visit us at www.vodacom4me.co.za we look forward to further communication with you.

kind regards
retentions upgrades and cancellations admin team.

— original message —
from:bernadine ley;
to:;
cc:
ubject:re:

good afternoon,

attached please find the following documents:-

1. quote for cancellation received from you on friday 15 july 2016 signed
by myself on 18 july 2016
2. proof of payment of quotation amount
3. copy id document.

please confirm receipt of this email.

I trust that you will find this in order.

regards

bernadine ley

From: retentions. [protected]@vodacom.co. za [mailto:retentions. [protected]@vodacom.co. za]
Sent: 24 june 2016 14:22
To: bernadine ley (grindrod)
Subject: re: ec-041y-2klwch very urgent please : re: cell [protected] : bh ley

Good day
Please note that [protected] is a substituted number that we use for billing purposes because [protected] has been ported out.

Regards
Reteions back office

Dear Vodacom,

Please be advised, I have handed over my issues with your company to a lawyer who will be in contact with you shortly.
I cannot wait another second to get this thing sorted out.
I am sick and tired of phoning you, sending hundreds of emails and receiving calls from you (staff and supervisors included) with no solution.

I have placed an order with the Vodacom upgrades department on 30 August 2016 and cancelled the order on the same day, an hour after I placed the order with no luck and have been battling ever since to get this cancelled.
Every call I receive is from a different person with different excuses. I do not know what type of business you are running, but it is very unprofessional and pathetic.

I have been a Vodacom customer for more than 10 years with 6 contracts running concurrently which costs me well around R3, 000.00 each and every month without skipping a payment and to be treated in this manner is utter BS.

Please note, this is to formally inform you that I have put a stop order on my bank account which will deny Vodacom access to debit from my account and no payment will be made until such time that this issue is corrected.

I refuse to pay any penalty of any sort as Vodacom is now in breach of an agreement whereby you are able to upgrade from month 22 already. This is clearly not the case and I demand that you either cancel all my contracts today at no additional charge or make this upgrade free with no monthly charges.

I just received a call from someone at the call centre at 10:42 AM saying it was cancelled on 13/09/2016 but this is what your website states: Looks like another incompetent person I have to deal with. I cannot let this continue for a month. Its taking THREE WEEKS now just to have this cancelled. Vodacom is the most pathetic company to deal with. I will resend this email continuously until the phone has been removed from your website and will repost this on all media platforms including Hello Peter, Facebook, Twitter, Vodacoms forum and the newspaper.

Vodacom is truly a joke when it comes to resolving matters at their legal side. I have a contract that goes as far back as 2009, I later lost my job and the account was handed over to their collectors whom I informed my situation.

6-years later the account is still on their system and they can not explain why it has not prescribed as per The Prescription Act 68 of 1969 ("PA") which says it means a debt (for example payment of money) is extinguished after the lapse (passing) of a time period. South Africa has different laws which specify time periods, for example the PA says contractual and delictual debts extinguish after 3 years from when prescription starts.

I have been trying the whole two months to get this matter resolved and its truly a night mare. I have already spoken to about 6 consultants over the phone who keep referring me to their super visors who seem to not able to assist with the matter as well. The last Super visor Mr. Zolile Mdunge ended up hanging the phone on me in the middle of the conversation even if i gave him my number to call me back should the line got cut off and he never did call back.

I have sent numerous emails to Vodacom Legal and no one seems to be interested in resolving my issue...

VODACOM LEGAL IS A JOKE...

Martyn

Was contacted by Vodacom as they had a special offer to upgrade my Data contract from 2 Gig to 5 Gig at a reduced monthly charge of R50. The router device would also be upgraded free of charge.
Customer order number - 1 - [protected].
Received delivery on the 12 of Sept2016
Instruction on the box said the device had to be Rica.
Went to The Vodashop to Rica and this is where we picked up a third contract was loaded to my name.

This morning I received a call regarding for the repairs of my Samsung J1 ACE, I recently sent it in for repairs through PEP stores, and they sent it away to Vodacom. When PEP sent it away I lady by the name of Tatum told me it was going to be R94, because the phone is still under guarantee, I had it for 5 months only. So they phoned me and told me that told me that it has been repaired, I deposited the total of R94 in their bank on Wednesday 14-09/2016 at 10:12 am, and so this morning a Lady by the name of Mandy phoned me and told me that the repairs will be charged R894 and not R94. I was really disappointed yet her tone of her voice wasn't how a call center agent should speak or address their costumers, therefore I am really disappointed as she claimed the e-mail which is attached she told me that the invoice had stated the charge of R894 and not R94, but there is no amount of charge stated whatsoever. I cannot pay more than half of the price of which my phone actually was. I really upset because my phone is still under guarantee.

On 10th September we went to Vodacom Clearwate branch to get a new contract and have my number ported from MTN to vodacom.I did this with my other number last year November at Sancton City and the service was excellent.
The service at Clearwate is absolutely appalling, today is the 15th Sept, nothing had been done - the agent Ester and manager William are very incompetent.
I have to keep on phoning them and they keep on making excuses upon excuses.
Number not ported...no contract or new phone even though I have an existing contract with vodacom...In the meantime I sit without a phone as my baby broke my phone and that is why I went to take out another contract.
Very disappointed. ...

On Friday the 9th September I received a call from a person named Kelvin at Vodacom, offering me the latest deal for pensioners. This was to increase my data bundle from 2g to 5g per month. They would also reduce my monthly fee by R50.00 per month and include a FREE Vodacom Tablet.(This I duly received) I am currently averaging about R700 per month. This month they have deducted R900 off my account. It should have gone down to about R650.00 a month. Based on this I agreed to offer. I feel that I have been purposely and blatantly misinformed so that Vodacom can increase my billing.

I am demanding the charge reversed and the correct one billed. If necessary they can have the tablet back. Im a pensioner and cannot afford the increase.

I've never received such appalling services in my entire life with promises being made and not kept. I did a cellphone upgrade on 1 Aug 2016 for an IPhone and it came with a promotional offer of once off 10gig data. I haven't received the data to date, logged a complaint on 2 Sept 2016. I get no responses, I always have to call back to enquire and each time I'm promised someone will resolve and call back. Yesterday I called, spoke to a Nhlanhla who promised to investigate and call me back today and the matter on Vodacom is indicated as resolved but there's no data given to me or a phone call. She did not keep her promise. I called again today, spoke to an ntombi who said she will get another department to phone back in 10 mins. As usual the promise was not kept and no courtesy call. I'm tired of calling Vodacom on this, they must give me what's due to me asap as this is in black and white on my contract.

I received my new iPhone 6 at the beginning of the year. It has since been in for repairs for the same issue twice, and I have been back to Vodacom at least 6 or 7 times. On each ocassion, I showed the Vodacom employees assisting me that the phone reboots constantly, following which neither the wifi nor the bluetooth works. The reports from Vodacom each time indicate that they could find nothing wrong, and that they did a software update - something I can do myself.
I have a business to run, and pay my bills as Vodacom expects, but now sit with a phone that reboots at least 5 to 10 times day. I often can't make or receive phone calls and I have to use my data as I cannot connect to the office's wifi. The only response from Vodacom is that they must take in the phone again to assess it, and that they do not even have a loan phone in the meantime! Pathetic!

My line has been suspended 10 times in the last week. When contacting Vodacom I am told that Vodacom put in a credit limit bar and that is why the line keeps being suspended. There is a technical issue and it will be escalated.

In over a week, nothing has been done. I have phoned the call centre, the accounts department, the acquisitions department, everywhere and nobody can help me and Vodacom can cut my line whenever they feel like it.

My husband is paying R1500 for this contract and I have over a thousand minutes available and yet I have no phone.

I spent over an hour on the phone with the Vodacom call centre last night who were useless and could do nothing.

My husband is away on business and I must stay alone at home with no means on communication.

I would seriously like to cancel this contract as as far as I am concerned this is fraud for a customer to have to pay for something they don't have. My husband was never told with the upgrade that Vodacom would put a credit bar on the line and cut it off whenever they felt like it.

The incident happened in July 2016. I Mr A.T.C. Scholtz ID number [protected] working at Air Force Base Makhado in South Africa want to bring the following under your attention. I work for the South African Air Force and are currently deploying outside the borders of South Africa deploying as a United Nation member in the Democratic Republic of Congo for a period of one year. My tour started the 1st of November 2015 and will end somewhere in November 2016. My wife Z.C Scholtz back in South Africa picked up an error on my Vodacom statements that I receive monthly. She went to the Vodacom Store and inquired about the error just to be informed that someone in another town far from mine in Rustenburg upgraded three of my old cellphone contracts which I would have cancelled as soon as I am back in South Africa in November 2016. She them explained to the staff working at Vodacom that it can not be me that have done it because I am in the Democratic Republic of Congo for one year. The person that upgrade my contacts used a copy of my Identification document and know all my security questions that`s needed to upgrade any cellphone contract. So they advised her to ask me to give proof that I am not in South Africa for one year which I did by typing a letter and let the Officer Commanding Composite Helicopter Unit stationed in Goma DRC sign and approves that I am not in South Africa for one year. My wife also went to the South African Police Services and laid down a affidavit stating the same. I them faxed this to Vodacoms Forensic department and emailed it also to them. In return they said that they can pick up that there was fraud committed and said that it will take 7/14 working days to resolve the issue which did not happen. My wife then phoned Vodacoms customer care and they said on their computer system there are not any documents or queries that they can see that stated fraud and that my account is in arrears and I must pay it all. I refused to do that and told my wife to reverse all the debit orders that Vodacom deduct from my bank account because I am not going to pay for another person that committed fraud. After my wife phoned them again they blocked the three cellphone numbers and after a while opened them again. On the 31st of August 2016 my wife informed me that a prepaid number that previously was a contract that I migrated in November 2013 from contract to prepaid are now a contract again how that`s possible I do not know. All of this are having some emotional en stressful and not to mention financial implications on me and my whole family. Every time I must phone them from the DRC to inquire about my query and speak or be on hold for about half an hour and from DRC to phone to South Africa is not very cheap.

I want all of this to be resolved ASAP because now my image are being bad because of my account that`s in arrears and are threatened to be given to the appropriate authorities to ensure me to pay for all of this fraud. I will be given a bad credit name also because of this and will also be blacklisted. I want Vodacom to cancel all four contracts clear my name so that I will not have a bad credit record and reimburse me for all the expenses that I suffered during this time and clear all the arrears in my account.

Email correspondence are as follows:

tonie scholtz
AttachmentsAug 23

to matsie.mthembu
good day mam

as discussed telepathically find documents attached for the contract that was open while i was away
3 Attachments

Mthembu, Matsie A, Vodacom South Africa
Aug 23

to me
Good Day Tonie,

Please be advised that I have received the documents
I will forward to our admin lady to allocate it to one of us for investigation
You will get the respond from one of us once is booked out to the investigator

Regards,
Matsie

From: tonie scholtz [mailto:[protected]@gmail.com]
Sent: 23 August 2016 04:11 PM
To: Mthembu, Matsie A, Vodacom South Africa
Subject: forensic department

good day mam

as discussed telepathically find documents attached for the contract that was open while i was away

This e-mail is classified C2 - Vodacom Restricted - Information to be used inside Vodacom but it may be shared with authorized partners.
“This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "

Matsepe, Peter, Vodacom South Africa
Aug 24

to me
Dear Mr Scholtz

Kindly be informed that I am handling your Fraud case that was reported to our Forensics, I will request the Fraudulent documents that were used and will advise you with the outcome of my investigations.

Regards
Peter

From: Mthembu, Matsie A, Vodacom South Africa
Sent: 23 August 2016 05:19 PM
To: Jentile, Sindiswa, Vodacom South Africa
Subject: FW: forensic department

Hi,

Please receive the attached for investigation

Regards,
Matsie

From: tonie scholtz [mailto:[protected]@gmail.com]
Sent: 23 August 2016 04:11 PM
To: Mthembu, Matsie A, Vodacom South Africa
Subject: forensic department

good day mam

as discussed telepathically find documents attached for the contract that was open while i was away

This e-mail is classified C2 - Vodacom Restricted - Information to be used inside Vodacom but it may be shared with authorized partners.

tonie scholtz
Aug 31

to Peter,
Hallo. My wife just informed me vodacom sms her telling that there are still upgrades or migration of something going on. Even now on a old number we cancelled.[protected] please I can't keep paying for contracts I don't want I want this over with and cancelled. All of them. This is to much stress for my family at home and I feel frustrated sitting here in the DRC not being able to help or nothing.

Matsepe, Peter, Vodacom South Africa
Sep 1 (13 days ago)

to me
Good Morning Mr Scholtz

Kindly be informed that I have received the Fraudulent documents that were used to process these upgrades. I have confirmed Fraud on the case and I have updated the system accordingly. I have send an email to retention's team to reverse the term of these upgrades and to pass credit. Our refund process takes 7 – 14 working days. For follow up with you may also phone the following numbers:

Reversal – 0821959
Refund – 0821946
Cancellation – 0821958

Regards
Peter

From: Matsepe, Peter, Vodacom South Africa
Sent: 24 August 2016 07:43 PM
To: '[protected]@gmail.com'
Subject: RE: forensic department

Dear Mr Scholtz

Kindly be informed that I am handling your Fraud case that was reported to our Forensics, I will request the Fraudulent documents that were used and will advise you with the outcome of my investigations.

Regards
Peter

From: Mthembu, Matsie A, Vodacom South Africa
Sent: 23 August 2016 05:19 PM
To: Jentile, Sindiswa, Vodacom South Africa
Subject: FW: forensic department

Hi,

Please receive the attached for investigation

Regards,
Matsie

From: tonie scholtz [mailto:[protected]@gmail.com]
Sent: 23 August 2016 04:11 PM
To: Mthembu, Matsie A, Vodacom South Africa
Subject: forensic department

good day mam

as discussed telepathically find documents attached for the contract that was open while i was away

This e-mail is classified C2 - Vodacom Restricted - Information to be used inside Vodacom but it may be shared with authorized partners.

tonie scholtz
Sep 1 (13 days ago)

to Peter,
Thank you very much

tonie scholtz
Sep 2 (12 days ago)

to Peter,
Hi

My wife called that cancellation number they said it's in arrears and can't be cancelled it can't be in rears my wife paid 704.00 at the Vodacom shop July. And actually you must pay us. Cause June Vodacom took twice the amount. On July she had to reverse the big amount to pay other bills. I am stressed with this never will I take one contract out from Vodacom it took me nine weeks just to be contacted by some one. Email after email nobody helped us. Please would you phone my wife [protected] she had to deal with all of this. When Vodacom took more from the debit orders all the other debits were not able to be paid. We had trouble with insurances and other payments because if these fruads. Please help us to be done with this. And to close my account at Vodacom forever. They made my family suffer while I am deploying in the DRC. I begged them to long for help made me loose trust in them. And now we are loosing money as well. Paying for contracts which was locked made my children suffer not having contact with their mother. I understand the fraud was not done by Vodacom, but by people but still over to months and still on going. Thank you for your help Sir. I am so thankful.

ATC Scholtz

tonie scholtz
Sep 12 (2 days ago)

to Peter,
Hi Peter I still do not have any feedback about my problem it is a log time since I queried the fraud that was committed I phoned the cancellation department and raised my concern with them, And every time its not cheap when I phone them from the DRC just to speak for 26 minutes just to be given a reference number the reference number is logged on [protected] ref no S3-G6M1F-FJQR6. I please ask that this problem be resolved as soon as possible because financial implications on my side are getting to much.

Thank you

A.T.C. Scholtz

tonie scholtz
10:41 AM (10 hours ago)

to Peter,
Halo Peter I just want to bring the following under your attention I am fed up with Vodacom that still want me to pay for the contracts that was upgraded and fraud that was committed on my behalf. Its now how long since you emailed me and still nothings been done to solve the problem. I must keep on phoning them from Congo on my expense and nothing happens its allot of money to phone them from this side and when i phone them they keep on saying that there is nothing done and that the account is in arrears and i must pay i will not pay and will reverse the debit order every time because the fraud was done by Vodacom and not me. If this are going to go on I will not have butt any choice to take this issue to court and then will sue Vodacom for pain and suffering and all my financial expenses that they putt me and my family through.

Can you please give me the contact numbers of your legal department.