COMPLAINT REGARDING POOR SERVICE AND BILLING IRREGULARITIES

I am writing to formally raise a complaint regarding the service I received at the Vodacom 4U branch at Cape Gate Mall, as well as ongoing concerns about my billing.

I recently visited the Vodacom 4U store seeking assistance in accessing some of my documentation. Unfortunately, I was met with an unhelpful and dismissive response from one of your employees, who simply told me that I would need to go to Johannesburg's main branch to resolve the issue as they are only a franchise. No explanation, assistance, or alternative solutions were offered. I found this response both unreasonable and disappointing, as I expected professional support and guidance.

The reason for my enquiry relates to ongoing inconsistencies with my monthly contract payments. Not one month has my contribution for my two contracts been the same. I understand that the first month may include additional fees; however, the fluctuations thereafter are concerning. Please also note that my packages are top-up packages and not billing packages, which makes these variations even more unexpected.

* November 2025: R1799.21 * December 2025: R1687.98 * January 2026: R1692.18 * February 2026: R1753.99 * March 2026: R2320.99

After not receiving assistance at the branch, I visited iStore branch at Cape Gate Mall, where I was provided with a printout of a Migration Quotation. This document was not signed by me, and I did not give any authorization for such a change (kindly see attached file of the printout I received). The document further indicates that this migration was created and submitted by the user CVM01R, processed on 28 February 2026, and carried out by Vodacom Campaigns. This is particularly concerning as the SIM cards linked to these contracts are not being used, and I would not have agreed to any package increase under these circumstances.

Please also note that even if there was an attempt to contact me regarding this migration, I would not have received such communication, as the numbers linked to these contracts are not active in any device.

For your reference, please find the Migration Quotation attached. Kindly pay particular attention to page 2, where there is no signature or authorization provided by me.

I request that this matter be urgently investigated, both in terms of the service I received and the apparent unauthorized changes to my account. I would also appreciate clear feedback on my billing and assistance in resolving this issue without being required to travel to another city.

You are welcome to contact me directly on *** to resolve this matter as soon as possible.

Thank you for your attention to this matter. I look forward to your prompt response.

Kind regards, Ruan Willemse. ***