My wife renewed her contract about a year ago and moved from the old Blackberry to the new BB Z10. She was informed that the new BB does not work on BIS, but uses data like most other smartphones. She was comfortable with this, but Vodacom did not cancel the BIS costs - I think this was just wrong. When she finally realised that she was being billed for something that she cannot use, Vodacom refused to acknowledge that they unfairly billed her for a service. I think this goes totally against treating your customer fairly - that's like selling retrenchment insurance to a pensioner - he/she cannot use it.
She has now cancelled the BIS, but I believe she should be refunded for being billed for a year for a service she could not use. Surely the agent at the time should have been trained to cancel the BIS when she upgraded - unless he/she was instructed to cheat customers into keep paying this until they realise it. Very unfair!
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