An Absolute Nightmare of a Customer Service Experience with Vodacom

I am beyond disappointed and frustrated with Vodacom’s upgrade service and lack of accountability. My ordeal began on 5th December 2024, when I spoke to an agent named Xolile to upgrade my contract. We wanted a home router, but at the end of the call, Xolile casually mentioned that a MiFi router was added instead.

I called back immediately to rectify this mistake. To my shock, I was told Xolile had already "left," barely a minute after we hung up. I asked to speak to a manager and was connected to Tertius, who assured me that the incorrect order would not be dispatched and advised me to call back in the morning to place the correct order.

The following morning, I called again, only to be told Xolile wasn’t in yet. However, as soon as I asked for Tertius, Xolile miraculously became "available" and called me back. Xolile reassured me that the upgrade had been canceled, and confirmed that multiple emails were sent to ensure the incorrect order was stopped.

To my utter disbelief, the incorrect MiFi router still arrived at my door. The delivery driver told me I could not reject it without incurring costs. Frustrated, I called Vodacom again, and Xolile assured me that the router would be picked up. I regret trusting him.

Before the 7-day window expired, I took the router to the Vodacom store at Mall of Mthatha, hoping to return it. The staff at the branch told me they couldn’t assist with online purchases. Later that day, I received a call confirming my pick-up address, which gave me some hope.

It has now been over a month, and I am still stuck with a product I never wanted. I have made countless calls to Vodacom, and no one seems capable—or willing—to resolve this issue.

I feel defeated, frustrated, and completely disrespected by Vodacom’s service. Was this an intentional ploy by Xolile to secure a sale? Did Tertius truly not care about ensuring my issue was resolved? I don’t know, but I do know that Vodacom has failed me at every turn.

I am now left paying for a device I don’t want and can’t use. Calling Vodacom feels futile because no one is willing to assist. If anyone from Vodacom is reading this, do better for your customers. This experience has left me questioning why I even stayed with this company in the first place.