CBRH
Clarissa Bonolo Ramphele Helena
1 reviews | Active since Feb 2026
24 Feb 2026, 08:05
Approved Order Cancelled Due to Internal Errors, Denied Escalation & Unprofessional Conduct
I have experienced repeated service failures with Vodacom, but this complaint relates specifically to my recent online double-device order.
On 6 February, I ordered two Huawei MatePads at R379. I received an SMS confirming approval and that I would be contacted. No call came. When I followed up, I was told I did not qualify — contradicting the approval.
The following Saturday, I received another call confirming approval and was instructed to accept a debit order mandate. When attempting to do so, I received repeated technical errors. After multiple calls, I was informed there is a known issue between Vodacom and Absa mandates.
I then received three calls that disconnected when answered, was incorrectly logged as “unreachable,” and my order was cancelled. The deal expired due to Vodacom’s internal failures — not mine.
I repeatedly requested escalation to a supervisor and was denied each time.
When I followed up again, I was assisted by Patience Kekana from Direct Sales, who was dismissive, refused to transfer me to a supervisor, and ended the call.
To date, I have received no resolution despite promises of escalation.
I request: • A direct senior contact • Reinstatement of the R379 deal or fair alternative • Accountability for the internal failures
I hope this now receives urgent attention.
Helpful (0)
Replies (5)0
Replies (5)CBRH
Clarissa Bonolo Ramphele Helena's updateReviewer Update
24 Feb 2026, 08:10To whom it may concern
I hereby lodge a second formal grievance against Vodacom in respect of the mishandling, ******** cancellation, and procedural irregularities surrounding my approved online double-deal device order.
This grievance is submitted on the basis of administrative injustice, misrepresentation, denial of escalation rights, and failure to exercise reasonable care and skill, as required under South African consumer protection standards.
---
1. Order Placement and Written Approval
On 6 February, I placed an online order for a double-device promotional deal consisting of two Huawei MatePads at an advertised price of R379.
I received a written SMS confirmation stating that my order had been successfully placed and approved, and that I would be contacted by an agent to complete the confirmation and processing of the order. This written approval created a reasonable and legitimate expectation that the transaction would proceed.
---
2. Contradictory Representations by Vodacom Agents
Despite the written approval:
- I received no follow-up call within the stated timeframe.
- Upon proactively contacting Vodacom, I was informed that I did not qualify for the double-deal promotion, without satisfactory justification and in direct contradiction of the SMS approval.
- Subsequently, on the Saturday following this interaction, I received a call from an online sales agent who again confirmed that my order was approved, read all contractual terms to me, and obtained my verbal acceptance.
These contradictory representations constitute misrepresentation and internal process failure.
---
3. Debit Order Mandate Failure and Known System Defect
Following approval, I was instructed to accept a debit order mandate in order to proceed.
Despite multiple attempts, I was unable to approve the mandate due to a persistent technical error. I immediately reported this to Vodacom.
I was subsequently informed by Vodacom representatives that:
- There is a known and ongoing technical incompatibility between Vodacom’s systems and Absa debit order mandates.
- Other banks do not experience this failure.
This known system defect was never disclosed to me prior to or during the transaction and materially impeded my ability to complete the order through no fault of my own.
---
4. Confirmations Department Failures and False “Unreachable” Logging
I was advised that the Confirmations Department would contact me within 72 hours to finalise the mandate telephonically.
Instead:
- I received three incoming calls that disconnected immediately upon being answered.
- Vodacom systems incorrectly recorded me as “unreachable.”
- Upon further enquiry, I was informed that the Confirmations Department had in fact most likely rung once and then disconnected, confirming an internal call-handling failure.
Despite this, my order was cancelled and the promotional deal allowed to expire, notwithstanding that all delays were caused by Vodacom’s internal system and process failures.
---
5. Denial of Escalation and Access to Superiors
Throughout multiple calls, I explicitly and repeatedly requested escalation of this matter to a supervisor, manager, or senior representative.
On each occasion, I was denied access, with explanations including:
- Supervisors being “busy”
- Supervisors being “not available”
- Being instructed to call back or resolve the matter myself by calling various departments.
This constitutes a procedural denial of escalation rights and effectively obstructed any opportunity for timely resolution.
---
6. Unprofessional and Dismissive Conduct by After-Sales Consultant
On my most recent call, today, I was assisted by Precious Kekana from the Direct Sales department.
Her conduct was wholly unacceptable:
- She was dismissive, rude, and unempathetic
- She interrupted and spoke over me while I explained the matter after requesting a call back due to depleted airtime from calling various departments
- She raised her voice when I asserted that the error was not mine and that I would appreciate further assistance and that I did not agree to ”finding another deal that is not expired”
- She refused to transfer me to a superior or the relevant department that would be able to assist me with this issue and stated that she could not transfer me as “the button does not work” and that I needed to once again call whomever myself .
- She ultimately terminated the call, denying me any further assistance
This behaviour exacerbated an already improper process and reflects a failure of customer care governance.
---
7. Legal and Procedural Breaches Identified
This matter demonstrates:
- Breach of legitimate expectation arising from written approval
- Misrepresentation through contradictory agent statements
- Failure to disclose known system defects
- Procedural unfairness in order cancellation
- Denial of access to escalation mechanisms
- Unprofessional conduct by Vodacom personnel
---
8. Formal Relief Sought
I hereby formally demand:
1. A written and procedural investigation report
2. Reinstatement of the Huawei MatePad double-device deal at R379
3. Written confirmation of corrective measures regarding the Absa mandate system defect
4. Disciplinary review of staff conduct, including Ms Precious Kekana
5. Appointment of a single senior escalation contact with authority to resolve this matter effectively
Should Vodacom fail to resolve this matter within five (5) business days, I will be left no choice but to escalate this issue to ICASA, the National Consumer Commission, and any other appropriate oversight bodies, without further notice .
Kind regards,
Clarissa
I sent this email to *** but also got no response besides an automated email.
I hereby lodge a second formal grievance against Vodacom in respect of the mishandling, ******** cancellation, and procedural irregularities surrounding my approved online double-deal device order.
This grievance is submitted on the basis of administrative injustice, misrepresentation, denial of escalation rights, and failure to exercise reasonable care and skill, as required under South African consumer protection standards.
---
1. Order Placement and Written Approval
On 6 February, I placed an online order for a double-device promotional deal consisting of two Huawei MatePads at an advertised price of R379.
I received a written SMS confirmation stating that my order had been successfully placed and approved, and that I would be contacted by an agent to complete the confirmation and processing of the order. This written approval created a reasonable and legitimate expectation that the transaction would proceed.
---
2. Contradictory Representations by Vodacom Agents
Despite the written approval:
- I received no follow-up call within the stated timeframe.
- Upon proactively contacting Vodacom, I was informed that I did not qualify for the double-deal promotion, without satisfactory justification and in direct contradiction of the SMS approval.
- Subsequently, on the Saturday following this interaction, I received a call from an online sales agent who again confirmed that my order was approved, read all contractual terms to me, and obtained my verbal acceptance.
These contradictory representations constitute misrepresentation and internal process failure.
---
3. Debit Order Mandate Failure and Known System Defect
Following approval, I was instructed to accept a debit order mandate in order to proceed.
Despite multiple attempts, I was unable to approve the mandate due to a persistent technical error. I immediately reported this to Vodacom.
I was subsequently informed by Vodacom representatives that:
- There is a known and ongoing technical incompatibility between Vodacom’s systems and Absa debit order mandates.
- Other banks do not experience this failure.
This known system defect was never disclosed to me prior to or during the transaction and materially impeded my ability to complete the order through no fault of my own.
---
4. Confirmations Department Failures and False “Unreachable” Logging
I was advised that the Confirmations Department would contact me within 72 hours to finalise the mandate telephonically.
Instead:
- I received three incoming calls that disconnected immediately upon being answered.
- Vodacom systems incorrectly recorded me as “unreachable.”
- Upon further enquiry, I was informed that the Confirmations Department had in fact most likely rung once and then disconnected, confirming an internal call-handling failure.
Despite this, my order was cancelled and the promotional deal allowed to expire, notwithstanding that all delays were caused by Vodacom’s internal system and process failures.
---
5. Denial of Escalation and Access to Superiors
Throughout multiple calls, I explicitly and repeatedly requested escalation of this matter to a supervisor, manager, or senior representative.
On each occasion, I was denied access, with explanations including:
- Supervisors being “busy”
- Supervisors being “not available”
- Being instructed to call back or resolve the matter myself by calling various departments.
This constitutes a procedural denial of escalation rights and effectively obstructed any opportunity for timely resolution.
---
6. Unprofessional and Dismissive Conduct by After-Sales Consultant
On my most recent call, today, I was assisted by Precious Kekana from the Direct Sales department.
Her conduct was wholly unacceptable:
- She was dismissive, rude, and unempathetic
- She interrupted and spoke over me while I explained the matter after requesting a call back due to depleted airtime from calling various departments
- She raised her voice when I asserted that the error was not mine and that I would appreciate further assistance and that I did not agree to ”finding another deal that is not expired”
- She refused to transfer me to a superior or the relevant department that would be able to assist me with this issue and stated that she could not transfer me as “the button does not work” and that I needed to once again call whomever myself .
- She ultimately terminated the call, denying me any further assistance
This behaviour exacerbated an already improper process and reflects a failure of customer care governance.
---
7. Legal and Procedural Breaches Identified
This matter demonstrates:
- Breach of legitimate expectation arising from written approval
- Misrepresentation through contradictory agent statements
- Failure to disclose known system defects
- Procedural unfairness in order cancellation
- Denial of access to escalation mechanisms
- Unprofessional conduct by Vodacom personnel
---
8. Formal Relief Sought
I hereby formally demand:
1. A written and procedural investigation report
2. Reinstatement of the Huawei MatePad double-device deal at R379
3. Written confirmation of corrective measures regarding the Absa mandate system defect
4. Disciplinary review of staff conduct, including Ms Precious Kekana
5. Appointment of a single senior escalation contact with authority to resolve this matter effectively
Should Vodacom fail to resolve this matter within five (5) business days, I will be left no choice but to escalate this issue to ICASA, the National Consumer Commission, and any other appropriate oversight bodies, without further notice .
Kind regards,
Clarissa
I sent this email to *** but also got no response besides an automated email.
CBRH
Clarissa Bonolo Ramphele Helena's update24 Feb 2026, 08:10
Reviewer Update
To whom it may concern
I hereby lodge a second formal grievance against Vodacom in respect of the mishandling, ******** cancellation, and procedural irregularities surrounding my approved online double-deal device order.
This grievance is submitted on the basis of administrative injustice, misrepresentation, denial of escalation rights, and failure to exercise reasonable care and skill, as required under South African consumer protection standards.
---
1. Order Placement and Written Approval
On 6 February, I placed an online order for a double-device promotional deal consisting of two Huawei MatePads at an advertised price of R379.
I received a written SMS confirmation stating that my order had been successfully placed and approved, and that I would be contacted by an agent to complete the confirmation and processing of the order. This written approval created a reasonable and legitimate expectation that the transaction would proceed.
---
2. Contradictory Representations by Vodacom Agents
Despite the written approval:
- I received no follow-up call within the stated timeframe.
- Upon proactively contacting Vodacom, I was informed that I did not qualify for the double-deal promotion, without satisfactory justification and in direct contradiction of the SMS approval.
- Subsequently, on the Saturday following this interaction, I received a call from an online sales agent who again confirmed that my order was approved, read all contractual terms to me, and obtained my verbal acceptance.
These contradictory representations constitute misrepresentation and internal process failure.
---
3. Debit Order Mandate Failure and Known System Defect
Following approval, I was instructed to accept a debit order mandate in order to proceed.
Despite multiple attempts, I was unable to approve the mandate due to a persistent technical error. I immediately reported this to Vodacom.
I was subsequently informed by Vodacom representatives that:
- There is a known and ongoing technical incompatibility between Vodacom’s systems and Absa debit order mandates.
- Other banks do not experience this failure.
This known system defect was never disclosed to me prior to or during the transaction and materially impeded my ability to complete the order through no fault of my own.
---
4. Confirmations Department Failures and False “Unreachable” Logging
I was advised that the Confirmations Department would contact me within 72 hours to finalise the mandate telephonically.
Instead:
- I received three incoming calls that disconnected immediately upon being answered.
- Vodacom systems incorrectly recorded me as “unreachable.”
- Upon further enquiry, I was informed that the Confirmations Department had in fact most likely rung once and then disconnected, confirming an internal call-handling failure.
Despite this, my order was cancelled and the promotional deal allowed to expire, notwithstanding that all delays were caused by Vodacom’s internal system and process failures.
---
5. Denial of Escalation and Access to Superiors
Throughout multiple calls, I explicitly and repeatedly requested escalation of this matter to a supervisor, manager, or senior representative.
On each occasion, I was denied access, with explanations including:
- Supervisors being “busy”
- Supervisors being “not available”
- Being instructed to call back or resolve the matter myself by calling various departments.
This constitutes a procedural denial of escalation rights and effectively obstructed any opportunity for timely resolution.
---
6. Unprofessional and Dismissive Conduct by After-Sales Consultant
On my most recent call, today, I was assisted by Precious Kekana from the Direct Sales department.
Her conduct was wholly unacceptable:
- She was dismissive, rude, and unempathetic
- She interrupted and spoke over me while I explained the matter after requesting a call back due to depleted airtime from calling various departments
- She raised her voice when I asserted that the error was not mine and that I would appreciate further assistance and that I did not agree to ”finding another deal that is not expired”
- She refused to transfer me to a superior or the relevant department that would be able to assist me with this issue and stated that she could not transfer me as “the button does not work” and that I needed to once again call whomever myself .
- She ultimately terminated the call, denying me any further assistance
This behaviour exacerbated an already improper process and reflects a failure of customer care governance.
---
7. Legal and Procedural Breaches Identified
This matter demonstrates:
- Breach of legitimate expectation arising from written approval
- Misrepresentation through contradictory agent statements
- Failure to disclose known system defects
- Procedural unfairness in order cancellation
- Denial of access to escalation mechanisms
- Unprofessional conduct by Vodacom personnel
---
8. Formal Relief Sought
I hereby formally demand:
1. A written and procedural investigation report
2. Reinstatement of the Huawei MatePad double-device deal at R379
3. Written confirmation of corrective measures regarding the Absa mandate system defect
4. Disciplinary review of staff conduct, including Ms Precious Kekana
5. Appointment of a single senior escalation contact with authority to resolve this matter effectively
Should Vodacom fail to resolve this matter within five (5) business days, I will be left no choice but to escalate this issue to ICASA, the National Consumer Commission, and any other appropriate oversight bodies, without further notice .
Kind regards,
Clarissa
I sent this email to *** but also got no response besides an automated email.
I hereby lodge a second formal grievance against Vodacom in respect of the mishandling, ******** cancellation, and procedural irregularities surrounding my approved online double-deal device order.
This grievance is submitted on the basis of administrative injustice, misrepresentation, denial of escalation rights, and failure to exercise reasonable care and skill, as required under South African consumer protection standards.
---
1. Order Placement and Written Approval
On 6 February, I placed an online order for a double-device promotional deal consisting of two Huawei MatePads at an advertised price of R379.
I received a written SMS confirmation stating that my order had been successfully placed and approved, and that I would be contacted by an agent to complete the confirmation and processing of the order. This written approval created a reasonable and legitimate expectation that the transaction would proceed.
---
2. Contradictory Representations by Vodacom Agents
Despite the written approval:
- I received no follow-up call within the stated timeframe.
- Upon proactively contacting Vodacom, I was informed that I did not qualify for the double-deal promotion, without satisfactory justification and in direct contradiction of the SMS approval.
- Subsequently, on the Saturday following this interaction, I received a call from an online sales agent who again confirmed that my order was approved, read all contractual terms to me, and obtained my verbal acceptance.
These contradictory representations constitute misrepresentation and internal process failure.
---
3. Debit Order Mandate Failure and Known System Defect
Following approval, I was instructed to accept a debit order mandate in order to proceed.
Despite multiple attempts, I was unable to approve the mandate due to a persistent technical error. I immediately reported this to Vodacom.
I was subsequently informed by Vodacom representatives that:
- There is a known and ongoing technical incompatibility between Vodacom’s systems and Absa debit order mandates.
- Other banks do not experience this failure.
This known system defect was never disclosed to me prior to or during the transaction and materially impeded my ability to complete the order through no fault of my own.
---
4. Confirmations Department Failures and False “Unreachable” Logging
I was advised that the Confirmations Department would contact me within 72 hours to finalise the mandate telephonically.
Instead:
- I received three incoming calls that disconnected immediately upon being answered.
- Vodacom systems incorrectly recorded me as “unreachable.”
- Upon further enquiry, I was informed that the Confirmations Department had in fact most likely rung once and then disconnected, confirming an internal call-handling failure.
Despite this, my order was cancelled and the promotional deal allowed to expire, notwithstanding that all delays were caused by Vodacom’s internal system and process failures.
---
5. Denial of Escalation and Access to Superiors
Throughout multiple calls, I explicitly and repeatedly requested escalation of this matter to a supervisor, manager, or senior representative.
On each occasion, I was denied access, with explanations including:
- Supervisors being “busy”
- Supervisors being “not available”
- Being instructed to call back or resolve the matter myself by calling various departments.
This constitutes a procedural denial of escalation rights and effectively obstructed any opportunity for timely resolution.
---
6. Unprofessional and Dismissive Conduct by After-Sales Consultant
On my most recent call, today, I was assisted by Precious Kekana from the Direct Sales department.
Her conduct was wholly unacceptable:
- She was dismissive, rude, and unempathetic
- She interrupted and spoke over me while I explained the matter after requesting a call back due to depleted airtime from calling various departments
- She raised her voice when I asserted that the error was not mine and that I would appreciate further assistance and that I did not agree to ”finding another deal that is not expired”
- She refused to transfer me to a superior or the relevant department that would be able to assist me with this issue and stated that she could not transfer me as “the button does not work” and that I needed to once again call whomever myself .
- She ultimately terminated the call, denying me any further assistance
This behaviour exacerbated an already improper process and reflects a failure of customer care governance.
---
7. Legal and Procedural Breaches Identified
This matter demonstrates:
- Breach of legitimate expectation arising from written approval
- Misrepresentation through contradictory agent statements
- Failure to disclose known system defects
- Procedural unfairness in order cancellation
- Denial of access to escalation mechanisms
- Unprofessional conduct by Vodacom personnel
---
8. Formal Relief Sought
I hereby formally demand:
1. A written and procedural investigation report
2. Reinstatement of the Huawei MatePad double-device deal at R379
3. Written confirmation of corrective measures regarding the Absa mandate system defect
4. Disciplinary review of staff conduct, including Ms Precious Kekana
5. Appointment of a single senior escalation contact with authority to resolve this matter effectively
Should Vodacom fail to resolve this matter within five (5) business days, I will be left no choice but to escalate this issue to ICASA, the National Consumer Commission, and any other appropriate oversight bodies, without further notice .
Kind regards,
Clarissa
I sent this email to *** but also got no response besides an automated email.
CBRH
Clarissa Bonolo Ramphele Helena's updateReviewer Update
24 Feb 2026, 08:10To whom it may concern
I am writing to formally lodge a grievance regarding the handling of my fibre internet order, which has resulted in significant inconvenience, miscommunication, and no service being provided to date.
On or around 6 January, I placed an order for fibre services with Vodacom. I was assisted by a consultant named Theorosha, who I understand works within your call centre. During this interaction, I was not provided with full and clear disclosure of all costs, processes, or fine details relating to the fibre installation and service.
Subsequently, I was informed that a router was being delivered to my residence. I later discovered that the router delivered was an MTN router, which caused immediate concern and confusion. I queried this directly with Ms Theorosha, who initially confirmed that the router was indeed for Vodacom services. Shortly thereafter, she contacted me again to state that the router was in fact not a Vodacom router and that a correct Vodacom router would be delivered at a later stage.
Following this, the entire process became increasingly problematic. Ms Theorosha cancelled and re-placed orders multiple times, resulting in ongoing confusion and no clear resolution. An installation was discussed but never successfully completed. At no point was a functional fibre service activated at my residence.
Weeks later, I was informed that the order had apparently been cancelled from the very beginning, meaning that no valid order was ever active, despite my continued follow-ups and assurances that the process was underway. This was extremely frustrating, as I had been following up on an order that effectively did not exist.
To date:
• I am in possession of a router that is not applicable to Vodacom services as well as one that is applicable to Vodacom services
• No fibre service has been installed or activated
• I have spent considerable time contacting Vodacom, with many agents unable to assist or provide clarity
• There has been no accountability or satisfactory resolution
I find this experience unacceptable and contrary to reasonable customer service standards. I am requesting the following:
1. A full written explanation of how this situation occurred
2. Confirmation of the current status of my fibre order
3. Clear guidance on the collection or return of the incorrect router
4. Appropriate remedial action, which may include compensation for inconvenience and time wasted
Please treat this matter as urgent. I expect a prompt response with a concrete resolution.
Kind regards,
Clarissa Ramphele
Another for a separate matter with no response either
I am writing to formally lodge a grievance regarding the handling of my fibre internet order, which has resulted in significant inconvenience, miscommunication, and no service being provided to date.
On or around 6 January, I placed an order for fibre services with Vodacom. I was assisted by a consultant named Theorosha, who I understand works within your call centre. During this interaction, I was not provided with full and clear disclosure of all costs, processes, or fine details relating to the fibre installation and service.
Subsequently, I was informed that a router was being delivered to my residence. I later discovered that the router delivered was an MTN router, which caused immediate concern and confusion. I queried this directly with Ms Theorosha, who initially confirmed that the router was indeed for Vodacom services. Shortly thereafter, she contacted me again to state that the router was in fact not a Vodacom router and that a correct Vodacom router would be delivered at a later stage.
Following this, the entire process became increasingly problematic. Ms Theorosha cancelled and re-placed orders multiple times, resulting in ongoing confusion and no clear resolution. An installation was discussed but never successfully completed. At no point was a functional fibre service activated at my residence.
Weeks later, I was informed that the order had apparently been cancelled from the very beginning, meaning that no valid order was ever active, despite my continued follow-ups and assurances that the process was underway. This was extremely frustrating, as I had been following up on an order that effectively did not exist.
To date:
• I am in possession of a router that is not applicable to Vodacom services as well as one that is applicable to Vodacom services
• No fibre service has been installed or activated
• I have spent considerable time contacting Vodacom, with many agents unable to assist or provide clarity
• There has been no accountability or satisfactory resolution
I find this experience unacceptable and contrary to reasonable customer service standards. I am requesting the following:
1. A full written explanation of how this situation occurred
2. Confirmation of the current status of my fibre order
3. Clear guidance on the collection or return of the incorrect router
4. Appropriate remedial action, which may include compensation for inconvenience and time wasted
Please treat this matter as urgent. I expect a prompt response with a concrete resolution.
Kind regards,
Clarissa Ramphele
Another for a separate matter with no response either
CBRH
Clarissa Bonolo Ramphele Helena's update24 Feb 2026, 08:10
Reviewer Update
To whom it may concern
I am writing to formally lodge a grievance regarding the handling of my fibre internet order, which has resulted in significant inconvenience, miscommunication, and no service being provided to date.
On or around 6 January, I placed an order for fibre services with Vodacom. I was assisted by a consultant named Theorosha, who I understand works within your call centre. During this interaction, I was not provided with full and clear disclosure of all costs, processes, or fine details relating to the fibre installation and service.
Subsequently, I was informed that a router was being delivered to my residence. I later discovered that the router delivered was an MTN router, which caused immediate concern and confusion. I queried this directly with Ms Theorosha, who initially confirmed that the router was indeed for Vodacom services. Shortly thereafter, she contacted me again to state that the router was in fact not a Vodacom router and that a correct Vodacom router would be delivered at a later stage.
Following this, the entire process became increasingly problematic. Ms Theorosha cancelled and re-placed orders multiple times, resulting in ongoing confusion and no clear resolution. An installation was discussed but never successfully completed. At no point was a functional fibre service activated at my residence.
Weeks later, I was informed that the order had apparently been cancelled from the very beginning, meaning that no valid order was ever active, despite my continued follow-ups and assurances that the process was underway. This was extremely frustrating, as I had been following up on an order that effectively did not exist.
To date:
• I am in possession of a router that is not applicable to Vodacom services as well as one that is applicable to Vodacom services
• No fibre service has been installed or activated
• I have spent considerable time contacting Vodacom, with many agents unable to assist or provide clarity
• There has been no accountability or satisfactory resolution
I find this experience unacceptable and contrary to reasonable customer service standards. I am requesting the following:
1. A full written explanation of how this situation occurred
2. Confirmation of the current status of my fibre order
3. Clear guidance on the collection or return of the incorrect router
4. Appropriate remedial action, which may include compensation for inconvenience and time wasted
Please treat this matter as urgent. I expect a prompt response with a concrete resolution.
Kind regards,
Clarissa Ramphele
Another for a separate matter with no response either
I am writing to formally lodge a grievance regarding the handling of my fibre internet order, which has resulted in significant inconvenience, miscommunication, and no service being provided to date.
On or around 6 January, I placed an order for fibre services with Vodacom. I was assisted by a consultant named Theorosha, who I understand works within your call centre. During this interaction, I was not provided with full and clear disclosure of all costs, processes, or fine details relating to the fibre installation and service.
Subsequently, I was informed that a router was being delivered to my residence. I later discovered that the router delivered was an MTN router, which caused immediate concern and confusion. I queried this directly with Ms Theorosha, who initially confirmed that the router was indeed for Vodacom services. Shortly thereafter, she contacted me again to state that the router was in fact not a Vodacom router and that a correct Vodacom router would be delivered at a later stage.
Following this, the entire process became increasingly problematic. Ms Theorosha cancelled and re-placed orders multiple times, resulting in ongoing confusion and no clear resolution. An installation was discussed but never successfully completed. At no point was a functional fibre service activated at my residence.
Weeks later, I was informed that the order had apparently been cancelled from the very beginning, meaning that no valid order was ever active, despite my continued follow-ups and assurances that the process was underway. This was extremely frustrating, as I had been following up on an order that effectively did not exist.
To date:
• I am in possession of a router that is not applicable to Vodacom services as well as one that is applicable to Vodacom services
• No fibre service has been installed or activated
• I have spent considerable time contacting Vodacom, with many agents unable to assist or provide clarity
• There has been no accountability or satisfactory resolution
I find this experience unacceptable and contrary to reasonable customer service standards. I am requesting the following:
1. A full written explanation of how this situation occurred
2. Confirmation of the current status of my fibre order
3. Clear guidance on the collection or return of the incorrect router
4. Appropriate remedial action, which may include compensation for inconvenience and time wasted
Please treat this matter as urgent. I expect a prompt response with a concrete resolution.
Kind regards,
Clarissa Ramphele
Another for a separate matter with no response either
CBRH
Clarissa Bonolo Ramphele Helena's updateReviewer Update
24 Feb 2026, 08:12Both submitted on 13 Feb 2026.
CBRH
Clarissa Bonolo Ramphele Helena's update24 Feb 2026, 08:12
Reviewer Update
Both submitted on 13 Feb 2026.
CBRH
Clarissa Bonolo Ramphele Helena's updateReviewer Update
06 Mar 2026, 11:12Nothing has been resolved yet , not even shocking.
CBRH
Clarissa Bonolo Ramphele Helena's update06 Mar 2026, 11:12
Reviewer Update
Nothing has been resolved yet , not even shocking.
CBRH
Clarissa Bonolo Ramphele Helena's updateReviewer Update
11 Mar 2026, 18:42I have not heard back from this supposed ceo office to date and I lodged both WiFi query which was handled correctly and the double deal query which is yet to be acknowledged or dealt with.
CBRH
Clarissa Bonolo Ramphele Helena's update11 Mar 2026, 18:42
Reviewer Update
I have not heard back from this supposed ceo office to date and I lodged both WiFi query which was handled correctly and the double deal query which is yet to be acknowledged or dealt with.