Subject: Urgent: Unauthorised Package Upgrade and Billing Concerns

Dear [Recipient's Name / Zoom Home Connect Team],

I am writing to express serious concerns regarding my account and the recent changes made to my service package.

As a first-time worker, I signed up for the R268 package with Zoom Home Connect because it was affordable based on my income. Recently, I was casually informed that Zoom has cancelled all lower-tier packages and that my account was automatically upgraded to a R608 package—without any consultation or consent on my part.

I was never asked if I could afford this new package, and unfortunately, I cannot. R608 is more than 10% of my salary, which makes it completely unsustainable for me.

Now I am being threatened with legal action over an outstanding amount of approximately R465—an amount I do not understand and was not clearly explained to me. This situation is deeply stressful and feels unfair.

I would like answers to the following:

What legal rights do I have as a customer who signed a contract for R268?

Is it lawful for you to change or upgrade my package without my consent?

Why was I not offered an option or proper communication regarding this change?

What are the cancellation terms, should I no longer be able to afford your service?

Please treat this matter with urgency, and provide a copy of my original contract for reference. I would also appreciate clear documentation explaining how the R465 amount was calculated.

I believe I have the right to fair treatment and transparency, and I am willing to escalate this to the appropriate consumer protection authorities if necessary.