Complaint regarding upgrade and linking of data sims - ***

Complaint Regarding Upgrade and Linking of Data SIMs – ***

Dear Vodacom Customer Service Team,

I am writing to formally lodge a complaint regarding my recent experience with Vodacom following an upgrade of my contract. My experience has been deeply frustrating and disappointing, and I am seeking an immediate resolution.

Background

I previously held a Top-Up 20GB contract with Vodacom, chosen specifically for its key feature allowing me to link additional data-only SIMs. When this contract expired, I continued it on a month-to-month basis until I received a call from Vodacom offering an upgrade to a Top-Up 50GB plan. I accepted this offer on the condition that I would retain the ability to link additional data SIMs in the same way as my previous contract. The Vodacom representative assured me that this feature would continue, which should be verifiable through the recorded call.

Issues Faced

Upon attempting to link my data SIMs to the new contract, I encountered the following issues:

1. Vodacom Store Visits: I visited two different Vodacom stores, where I was told that while they could see the additional SIMs on my previous contract, they lacked access to link them on the new contract as it was set up by Vodacom Online. 2. Vodacom Rewards Division: I was given a contact number for the Vodacom Rewards division, but each time I called, the call would drop with the message that they “couldn’t hear me.” 3. Customer Care Calls: I contacted customer care multiple times, only to be told that linking the SIMs could not be done unless I upgraded to a Red Plan, which is beyond my budget and unnecessary as I already hold an additional Vodacom contract through my employer. 4. Inconsistent Information: After being transferred to various divisions, I finally spoke to a representative who, after consultation with a manager, confirmed that linking the SIMs could indeed be done. Following their advice, I purchased three new SIMs at a cost of R330. However, when I called back as instructed, I was told again that the linking could not be completed. 5. Unresolved Complaint: I formally lodged a complaint and received the reference number 5ct3gf37sx, but I have yet to receive any follow-up communication or resolution.

Impact and Requested Resolution

This experience has caused me significant inconvenience, time, and financial loss, as I was assured multiple times that the new contract would allow for the same functionality as my previous one. I have had to make multiple trips to Vodacom stores, endure numerous calls without resolution, and incur unnecessary expenses on new SIM cards that remain unusable.

To resolve this matter, I request the following:

1. Immediate Resolution of the Data SIM Issue: Please ensure that my data SIMs are linked to my Top-Up 50GB plan as per the terms confirmed during my upgrade call. 2. Reimbur*****t of Costs: I would like to request a reimbur*****t of the R330 spent on new SIMs that were purchased based on your representative’s instructions but are currently unusable. 3. Formal Acknowledgment and Follow-Up: I expect timely updates on the status of this complaint and an explanation of why I was given conflicting information throughout this process.

Conclusion I have been a loyal Vodacom customer and would like to continue using your services without further disruptions. However, this experience has eroded my trust, and I urge you to address my concerns promptly and ensure this issue is fully resolved.

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

Sincerely, Nadeem