Cellucity Changed My Vodacom Package Without My Knowledge and Wants Me to Pay More to Correct It

On 1 May 2026, I visited the Cellucity Canal Walk store to upgrade my Vodacom contract.

I specifically asked the sales consultant to provide me with upgrade options available on my existing Vodacom Flexi 320 package. I had no intention of changing my package and simply wanted to upgrade my handset.

The consultant recommended the OPPO A6 and quoted me a monthly premium, which I accepted on the understanding that I would remain on my existing Flexi 320 package.

At no point during the sales process was I informed that accepting this handset required my package to be changed to a RED 1GB 50 Minute Top Up package.

When my contract became active, I discovered that my package had been changed without my knowledge. This left me with significantly fewer benefits than I previously had, including a substantial reduction in my monthly airtime allocation, and I found myself having to purchase additional data.

Had I been told that accepting the handset required a package change, I would never have proceeded with the transaction and would have chosen a different device.

To their credit, Cellucity's management acknowledged my complaint, apologised for the inconvenience, and spent several weeks trying to resolve the matter. I appreciate the professionalism shown by the Area Sales Manager and Branch Manager throughout the process.

Unfortunately, the proposed solution does not resolve the problem. The final offer was to reverse the upgrade onto my original Flexi 320 package, but at a monthly cost of R649, which is approximately R140 more per month than the amount I was originally quoted and agreed to.

In other words, I am expected to pay more each month to correct a mistake that occurred during the sales process.

I have respectfully declined this proposal because I do not believe it is reasonable for a customer to be financially disadvantaged as a result of an error that was not of their making.

This complaint is not about trying to obtain additional benefits or compensation. It is about the principle that customers should be provided with all material information before entering into an agreement. If I had been informed that the handset required a different package, I would have made a different purchasing decision.

I have attempted to resolve this matter directly with Cellucity over the past month, but unfortunately we have been unable to reach a fair outcome.

I have now escalated the matter to Vodacom Customer Relations for an independent review and will also be lodging a complaint with the National Consumer Commission if necessary.

My expectation is simple: I would like to be restored to the position I would have been in had the correct information been disclosed to me before I accepted the upgrade.

I hope Cellucity and Vodacom will reconsider this matter and reach a resolution that is fair to both parties.