PATHETIC PATHETIC PATHETIC SERVICES

NFOSA Complaint Handling – 8 Months, No Resolution, No Accountability:

I am raising serious concerns about the handling of my complaint by NFOSA. My case has been ongoing since August/September 2025, and to date, there has been no resolution. Each time I follow up, I receive the same generic response stating that the matter is complex and may take up to six months.

That timeframe has already passed, yet nothing has progressed.

I have submitted clear evidence showing that:

1. My phone upgrade and insurance were concluded telephonically (not in-store as claimed) 2. Supporting documentation and reference codes confirm this Vodacom’s statements are inconsistent with the records I obtained from their own customer service. Despite providing this evidence, there has been no meaningful engagement with it. Instead, I am repeatedly sent responses reflecting Vodacom’s version of events, sometimes only after I follow up and request updates.

There is also no proactive communication. Every update requires me to chase it, and even then, I receive no clear indication of what stage the investigation is at or how my evidence is being assessed.

After more than 8 months, this process feels unfair and extremely frustrating.

As a consumer, you expect a neutral and thorough investigation, but the lack of progress and repeated generic responses raise serious concerns about accountability and transparency.

At this point, I am simply asking: 1. Has my evidence actually been reviewed? 2. What is the status of the investigation? 3. When will this matter be resolved?

Consumers deserve timely, fair, and transparent handling of complaints. This experience has been the opposite. In terms of the Consumer Protection Act, I again highlight:

Section 41: Prohibits false, misleading, or deceptive representations Section 54: Guarantees the right to timely and quality service

I hope this post prompts urgent attention and a proper resolution to my case.