Bad Service

Dear Vodacom Customer Care,

I am writing to formally lodge a complaint regarding a WiFi router contract that I took out with Vodacom.

The router was sold to me without adequate verification of whether there was sufficient Vodacom network reception in my area. From the beginning, I experienced serious connectivity and reception problems, which made the service unreliable and, in my view, unsuitable for the intended purpose.

I made numerous complaints to Vodacom over a period of several months and escalated the matter to Head Office. Despite repeatedly explaining the problem and requesting assistance, the issue was not resolved satisfactorily.

Eventually, after months of complaints, Vodacom collected the router. However, I had already been paying for a router and service that I could not use properly for months.

I was subsequently promised a refund, but despite these assurances, I am still waiting for the promised payment. I find it unacceptable that I have had to repeatedly follow up on a refund that was already confirmed to me.

Furthermore, the compensation offered does not fairly reflect the inconvenience, financial loss, time spent making repeated complaints, and the fact that I was paying for a service that was not functioning adequately in my area.

I therefore request that Vodacom urgently:

Confirm the exact amount of my outstanding refund. Process the refund without any further delay. Review the compensation offered in light of the circumstances. Provide me with a written explanation as to why the service was sold without adequately establishing whether the area had sufficient network reception. Confirm that no further charges will be billed to me in relation to this router/service.

I have been patient throughout this matter, but the repeated promises without resolution are extremely disappointing. I expect Vodacom to take responsibility for this matter and provide a satisfactory resolution without requiring me to make further unnecessary follow-ups.

Please treat this as a formal complaint and provide me with a written response and resolution as soon as possible.

Kind regards,

Magde Schwartz