Disrespectful and Dismissive Behaviour by Consultant

Dear Vodacom Customer Care Team,

I am writing to formally lodge a complaint regarding the humiliating and dismissive treatment I received at your Vodacom Rustenburg Mall store on Friday, 31 October 2025, at approximately 11:59 AM.

I entered the store to request assistance with paying my Vodacom bill, as I was unable to access my Vodapay app. A male consultant, believed to be named Dricks, addressed me in a rude and condescending manner from the moment I walked in.

While explaining my issue, I rested my hand lightly on the counter near the ticket machine. The consultant abruptly told me not to place my palm there and added an unnecessary remark that I “don’t use a walking stick,” which I found humiliating. Despite this, I remained calm and tried to explain my situation.

He continued to respond sarcastically, asking why I couldn’t just press “Forgot Password” on the app, even after I explained that I had already attempted that. When I indicated I wanted to pay by card, he vaguely directed me to the self-service machine without proper guidance.

A female staff member eventually noticed my confusion and came to assist me. While she helped, the consultant laughed mockingly and commented that I was “frustrated,” which was extremely unprofessional and humiliating. Even after I successfully made my payment, he continued to giggle and behave dismissively.

No customer should be treated in this manner. I am not seeking an apology, but I do request that appropriate training or disciplinary action be taken to ensure that no other customer is treated with such disrespect in the future.

Incident Details: • 📅 Date: 31 October 2025 • 🕛 Time: 11:59 AM • 📍 Location: Vodacom Rustenburg Mall

Thank you for your attention to this matter. I trust that Vodacom will take the necessary steps to prevent such behaviour from occurring again.