APPALLING SERVICE

FORMAL COMPLAINT – UNACCEPTABLE SERVICE AND MISREPRESENTATION OF “UPGRADE”

Vodacom contacted me in April ’26 to offer me an “UPGRADE”??? At the time, I was a Valued Customer on an 80% Data package, receiving 100 GIG per month.

I was offered an upgrade that included a Huwai Nova 14i. However, I have subsequently discovered that what was presented to me as an “UPGRADE” was, in fact, a TOTAL DOWNGRADE!!

Approximately a month ago, I realised that I had been purchasing a significant amount of additional data. EVERY 7 days, I have had to purchase an additional data bundle.



This is when I discovered that my 100GIG monthly data allocation had been cancelled as part of the so-called “upgrade”.

I find this completely unacceptable. I did not agree to an arrangement that would leave me with substantially less data and force me to incur additional costs every week.

I contacted Vodacom on multiple occasions to express my dissatisfaction and disappointment.

27 August +14:00 and second call @16:20 spoke to Samantha (Cancellations department).

31 Aug

2 Sept @11:35 spoke to Nomcbeo

During these conversations, the call centre agents informed me that:

• The matter would be escalated in order to cancel the so-called “upgrade”.
• The cancellation of the contract would be free of charge.
• The escalation department would contact me regarding the matter.
• Vodacom would arrange with RAM Couriers to collect the Huwai Nova 14i, which remains completely unopened and is still in its original packaging, with the original bubble wrap intact.

Despite these assurances, the matter remains unresolved.

I regard this as UNACCEPTABLE SERVICE and a serious failure to provide the service and package that I reasonably understood I was agreeing to.

I am particularly concerned that an “UPGRADE” resulted in the removal of my 100GIG monthly data allocation and additional ongoing costs to me.

I request that Vodacom urgently:

1. Cancel the so-called “UPGRADE” without any cancellation or penalty fees.
2. Reinstate my original 100GIG monthly data package, or provide an equivalent package that does not leave me financially disadvantaged.
3. Arrange the immediate collection of the unopened Huwai Nova 14i via RAM Couriers, as previously communicated to me.
4. Confirm in writing that I will not be held liable for any costs relating to the cancellation or return of the device.
5. Review the additional data costs I have incurred as a direct result of the removal of my 100GIG allocation and advise how Vodacom intends to address these costs.

I expect this matter to be treated as a formal complaint and escalated to the appropriate department without further unnecessary delay.

I require URGENT RESOLUTION of this matter and written confirmation of the steps Vodacom will take to rectify the situation.

I look forward to receiving a formal response and resolution without further delay.