Customer Exploitation

Dear Vodacom Customer Care,

I am writing to formally raise a dispute regarding ongoing issues with my contract, which have yet to be resolved despite numerous attempts to seek assistance through your customer service channels.

In October 2018, I entered my first contract with Vodacom, which was due to expire 24 months later, in October 2020. However, I exercised my right to a premature upgrade 19 months into the contract, in May 2020. I had previously worked for Telkom on a retention campaign, and I am fully fami**** with the policies and procedures surrounding premature upgrades.

My new device was activated in May 2020, which, according to standard policy, should mark the commencement of my new contract term. Contract terms take effect from the date of activation. For the following five months, I continued to pay for both the device portion of my original contract and the monthly installment of the new contract. As expected, by November 2020, the device charges from the old contract were no longer billed, and my account reflected only the new contract costs.

Fast forward to 2022: I completed the 24-month term of my second contract (May 2020–May 2022) and attempted to upgrade again. At this point, I encountered the same issue I am currently facing—being told I am liable for an additional five months. Despite my repeated inquiries, no agent, either telephonically or in-store, was able to provide a logical or contractual explanation for these extra charges. The standard response was that the five months were due to the premature upgrade charges I had already paid.

Eventually, I proceeded with a 36-month upgrade in May 2022. The agent handling the upgrade at that time confirmed that my understanding was correct and that my new contract would rightfully end in May 2025. However, I am now being told once again that my contract ends in October 2025—adding another five unjustified months to my term. This is mathematically incorrect and unsupported by contract terms. It is also concerning that when I challenged this, the agent I spoke with on 29 April 2025 dismissed me, laughed at my concerns, and failed to provide any accurate or professional support.

As a former outbound retention sales agent, I can confidently state that this appears to be a systemic error or misrepresentation. I am not liable for charges not stipulated in my contract. I refuse to pay for months beyond May 2025, as my current contract is due to expire after 36 months from May 2022.

Additionally, I was told a 2023 migration was the reason for the extended term. However, I am fully aware that a migration affects the subscription package, not the contract end date. One agent even claimed I “didn’t pay,” which is factually incorrect and deeply concerning.

I have encountered a consistent lack of empathy, professionalism, and knowledge from your agents, many of whom made promises to follow up but never did. The experience has left me feeling frustrated and disregarded. It also raises a serious question: How many other customers, who may not be as informed, are being misled or unfairly charged?

I am requesting immediate resolution of this matter. I want written confirmation that my contract will end in May 2025, and that I will not be charged beyond that date. I also ask for this issue to be escalated to a senior representative, as I have exhausted all other channels.

I appreciate your prompt attention to this issue.