Complaint Regarding Upgrade Process While Under Debt Review
Dear Vodacom,
I have been a loyal customer of Vodacom for more than 10 years. In April 2024, I entered debt review after losing my job in 2023 and securing new employment at a lower salary. As part of my debt review application, I disclosed my Vodacom installment, which was adjusted accordingly. Since then, I have paid my installment on time every month and remain able to afford it under my restructured debt plan.
My contract was due for an upgrade on 3 December 2025. I contacted Claudia in the online department to confirm whether I could still upgrade while under debt review. After consulting her supervisor, she assured me that I could proceed with an upgrade, provided I stayed within my current installment bracket. She then assisted me in reviewing the deals I qualified for, I qualified for a Black Friday promotion.
I informed her that I wanted to discuss the upgrade with my husband before proceeding. Claudia later called me back, and I confirmed that I wished to go ahead with the deal she had offered. At that point, she suddenly asked again if I was under debt review. I reminded her that I had disclosed this at the beginning of our conversation. She seemed confused as to why I could not upgrade and said she would enquire further and call me back. Unfortunately, she has not contacted me since.
I am dissatisfied with this experience. Despite my loyalty and consistent payments, I feel I am being treated as “just another person under debt review.” I do not understand how I can be denied an upgrade when: • I have never defaulted on my Vodacom installment. • My affordability remains within the same bracket. • I was initially assured by both the consultant and her supervisor that I qualified for the mentioned black Friday deal.
I request clarity on Vodacom’s policy regarding upgrades for customers under debt review, and why I was assured of eligibility only to be denied later. I also ask that my loyalty and payment history be taken into account when considering my upgrade request.