Dissatisfied Customer Service

I am writing to express my deep dissatisfaction and frustration with the service I have received regarding my LG Velvet mobile phone, which I purchased from Vodacom on the 30th of April 2021, under a three-year contract at 21 Voortrekker Road, Alberton City, Shop nr U165, entrance 6&7 ***).

I have been a loyal Vodacom customer, faithfully paying a monthly premium of R659,00 for the past almost 2 years without insurance, as I was assured that insurance was optional and a personal choice. However, I have encountered significant issues with my LG Velvet, specifically related to the battery, which began around February 2023.

In my attempt to seek assistance, I contacted Vodacom and spoke to a consultant named Vuyo. Vuyo directed me to Vodacom repairs, where I was informed that they were unable to assist me at that time due to the brand no longer being in range. Despite their assurances that they would contact me, I have not received any feedback or updates on the status of my case for several months.

The lack of communication and resolution has been extremely frustrating, and I have made numerous follow-up calls to Vodacom, only to be repeatedly told to be patient. As a paying customer who has diligently fulfilled their monthly financial obligations, I find it unacceptable to endure such a prolonged period without a functioning mobile device.

My contract with Vodacom is set to conclude in June 2024, and it is disheartening to continue paying for a phone that has been rendered inoperable without any indication of when the situation will be rectified.

I kindly request that Vodacom investigate this matter urgently and provide a comprehensive and satisfactory resolution. Whether that involves facilitating the repair of my LG Velvet or offering an alternative solution, I believe it is crucial to address this issue promptly and transparently especially because I’ve been following up on this matter since 2023 with no response or anyone contacting to acknowledge the emails.