Complaint regarding Vodacom's failure to Fulfill its Contractual Obligations

I have two pressing issues with Vodacom, and to date my matter has still not been resolved, I have escalated the matter internally however, I am taken from pillar to post.

Issue 1:

On the 9th of December 2024, I received an email which stated that "All you have to do is V-Up, sign up or upgrade your contract and you'll receive a free 24-month trial subscription to VIU and a 12-month subscription to Prime Video Mobile Edition on us".

Issue 2:

I therefore enquired about fibre deals and received a call from a Vodacom FTTH CC Agent, Ms. Sebenzile Nukeri on the 9th of December 2024. We concluded our telephonic conversation, wherein she stated that my contract package includes the following:

1. Fibre Line Speed - 25Mbps/ 25Mbps 2. Data Allocation - Uncapped + Unlimited Data, No FUP 3. Monthly Subscription - R539 (Vat Inclusive) first 6 months 4. Back up - 40GB mobile back up Mordem LTE (for free)

I therefore sent Sebenzile Nukeri an email asking about the V-Up reward, she responded and said I must call 082904. The fibre router was delivered on 12/12/2024 and I sent her another email, informing her that the Mordem LTE + Sim card with 40GB was not delivered. She responded and confirmed that I was meant to receive the Mordem LTE + Sim card, she said that she will follow up and to date, she has still not provided me with a response as the sales agent who assisted me when I took out this contract.

To date I am still waiting for the Mordem LTE and sim card. I even took the matter to Facebook Messenger, wherein, I sent several messages. I was told that Vodacom will revert back once there is feedback. I have emails and screenshots of the contract that I took, confirming all of the above however. I received several phone calls from Vodacom, once which stated that the Mordem LTE + Sim card does not appear on their records; they are said only the fibre router appears. I have been taken from pillar to post ever since I took this contract. I have shown evidence from the sales team confirming my contract package. This has severely inconvenienced me as I need data when I leave the house. Whenever I enquire I am told to wait. Secondly, Vodacom social media liaison and agents keep on calling me to get my story, and I have said that I have told the same thing several times, however, everytime Vodacom calls they want to know on which date I took the contract, what was promised etc. It is honestly draining as now, I sound like a broken record, as I have to keep on telling them the same thing. They keep on telling me they are holding an investigation and their legal team will need to look into this. Again, I am being inconvenienced and that is not taken into consideration. Everytime I travel, I need to purchase data because Vodacom has not fulfilled its contractual obligation by delivering the Mordem LTE alongside my sim card.

Further, claiming the V-Up reward has proven to be a nightmare. I called 4 times on the 9th of December and 10th of December 2024 and every time I call it seems like the consultants don’t know anything about it. I have an email confirmation that states that should I take a new contract or upgrade I will qualify for the above mentioned V-Up reward. However, now I am told that the deal is only for mobile devices, however the email I received doesn’t specify it just says “Vodacom Contract” and my deal includes a fibre line + Moderm LTE and Sim card". On the 11th of December 2024, I sent an email to MyVodacom rewards complaining about this, I have never received any correspondence.

Further, I took this contract based on what was advertised by Vodacom and everything was written in black white. I am tired of sending DMs since it is taking a long time for me to be assisted. I have further provided proof of the V-Up reward + Vodacom sales consultant email + contract deal + confirmation from the sales consultant confirming what is included in my contract. However, I am still waiting.

I hereby refer my complaint to ICASA because this inconvenience is costing me money as data is expensive. Plus I took this contract based on what was advertised and Vodacom has failed to fulfil its contractual obligations. Everyday I am told that they will investigate and revert. I am appalled by the service I have received from Vodacom, to date, Issue 1 and Issue 2 are still pending, and on top of that I am expected to make full payment when it has already been a month and I am still awaiting for Vodacom to fulfill its contractual obligations.