Disappointed with Vodacom and Rewards Co,

To Whom It May Concern,

I wish to lodge a formal complaint against Vodacom and Rewards Co regarding the unacceptable service, misinformation, unauthorized cancellation of orders, and poor customer experience my family has endured during an attempted upgrade transaction.

One of my primary concerns is that I did not provide permission for either of my upgrade orders to be cancelled. I would like an explanation as to how agents and managers are able to cancel a client's agreement without first obtaining the client's approval or even communicating the cancellation.

On 7 October 2026, I received a call from a Vodacom agent, Ms Naidoo, employed by Rewards Co, a company contracted to Vodacom. The agent explained an upgrade offer that included a PlayStation as an add-on. During the discussion, we specifically advised that we required the PlayStation as a birthday gift for our son and were assured that delivery would take approximately 1 to 3 days.

Based on these assurances, we agreed to proceed with the upgrade.

Quotation Number: *** Order Number: ***

Shortly after the agreement, we received an SMS regarding the order; however, the PlayStation was not reflected. When we queried this, Agent Naidoo advised that the PlayStation was an add-on and therefore would not appear on the SMS. No formal quotation was emailed to us despite the transaction being processed.

On 8 October 2026, after receiving no communication regarding delivery, I contacted Vodacom to follow up. To my shock, the consultant advised that there was no PlayStation add-on linked to the order and that the previous agent had processed the deal incorrectly.

Thereafter, we spent considerable time contacting Vodacom and speaking with several agents and managers, including Asandile, Mo Essop and Leslie from Customer Service.

In an attempt to rectify the situation, Asandile from the Upgrades Department assisted us in processing a new deal. We were informed that the original PlayStation offer was out of stock. However, Asandile confirmed that a PlayStation 5 Slim with one controller was available. Based on this confirmation, we agreed to proceed.

Quotation Number: *** Order Number: ***

Consultant Name: RAMOT012 Dealer ID: ACC FOR ID: BYTUP-BYTUP

The quotation was received, reviewed and confirmed.

However, when I contacted Vodacom again on 9 October 2026 to obtain an update, I was advised that I needed to wait 72 hours because the order was still pending. Subsequently, Team Leader Mo Essop informed us that there was now no stock available and that there was nothing Vodacom could do.

Furthermore, I later discovered that the orders had been cancelled without my authorization and without any communication to me. This raises serious concerns regarding Vodacom's processes and customer rights. How can a contract or order that I agreed to be cancelled by Vodacom representatives without my consent or knowledge?

I would further like clarity on the following:

Why was I offered and allowed to accept deals for products that were allegedly not in stock? Why was stock confirmed on more than one occasion if no stock was available? Why were orders processed and confirmed only to be cancelled later? Why was I never proactively informed of the cancellation? Was a valid agreement entered into under false pretences? Will I be billed for any aspect of a cancelled agreement for products that I never received?

This situation is completely unacceptable.

My concerns are as follows: I was persuaded to enter into an agreement based on information that appears to have been inaccurate. I was assured that stock was available and delivery would occur within 1 to 3 days. Multiple Vodacom representatives provided contradictory information. I was repeatedly required to follow up myself to obtain updates. I was never proactively informed of stock shortages, processing issues or cancellations. I was offered and processed deals for products that apparently were not available. My orders appear to have been cancelled without my permission or knowledge. I was prepared to pay additional costs for expedited delivery due to the urgency of the matter, yet no practical solution was offered. My son's birthday was on 10 October, and Vodacom was fully aware of the importance and urgency of receiving the PlayStation before that date.

What is most concerning is that every interaction resulted in a different explanation. One consultant blamed the system, another stated there was never an add-on, another confirmed stock availability, and finally I was informed that there was no stock and nothing could be done. This creates the impression that customers are being promised products to secure sales, only to discover later that those products are unavailable.

All calls are recorded and can be reviewed. I request that Vodacom urgently investigate:

The conduct and advice provided by Agent Naidoo. Why an order was processed for a PlayStation that allegedly did not exist on the system. Why a second order was confirmed if stock was not available. Why both orders were apparently cancelled without my consent. Why customers are not proactively informed of stock shortages or cancellations. The contradictory information provided by various agents and managers. I further request: A formal written response to this complaint. A full investigation into both orders referenced above. Confirmation of who cancelled the orders and under whose authority. Confirmation of what remedial action will be taken. Urgent intervention to determine whether the promised PlayStation can still be supp****. Written confirmation that I will not be billed for any product or agreement that was cancelled and never received. Appropriate compensation or goodwill consideration for the inconvenience, time, stress, disappointment and loss of trust caused.

I am extremely dissatisfied with the service received and expect a prompt written response and resolution to this matter.