Email to Vodacom CEO: Stop the ********* business practice

To whom it may concern

I write this email with a heavy heart

I have been a Vodacom customer for about 10 years now and recently received the most disheartening service ever. And just to give a brief summary on what actually transpired, I have been treated unfairly with little to no communication as to what was happening with my deal.

I have an existing data contract (***). This contract initially ended April 2020 - I have since then been asking for this to be canceled and the months that I shouldn't have been billed to be reimbursed or my Vodacom Account credited and was never cancelled as per my initial request, I had to keep calling in to check up on the status as I was billed every month. Up until Black Friday, I rather made a decision to upgrade this number to a Double Deal on 2 x Huawei P30 Lite new edition, this was all confirmed and approved on the 28 November 2020 and there was stock on hand for the black and the breathing crystal (mind you this was done via the retentions department) The consultant that had assisted me was Sindiswa Sithole. On the 30th November, I received a call confirming my tracking no (K***) I have since been tracking with no further details on the website. When I called the cancelations department again, I was advised that this phone is on back order as the colors I chose had no stock. If this was the case and If I had known that there will be no stock and only stock on the pea**** blue, I would have opted for the pea**** blue. I called again and was advised that there will be receiving stock (4 December) only and I should call back then to confirm if there was stock. When I called back, I was advised the phone has now been discontinued. I then asked again if there are other colors (pea**** blue) and I was again advised there is stock and the warehouse will not be receiving stock at all as this phone has now been discontinued. When I called back Thursday 10 December, I was advised the deal has been cancelled and my number has been ported back to prepaid mind you, me as the customer was not contacted to be informed of this. nor did i give permission and nor was I contact for an alternative deal / cellphone. I had advised Sindiswa that i do not have a cellphone at the moment and I have given my landline number as well as an alternative number out of working hours. I have full access to my email as well as my contact details are on my profile.

I have been sent pillar to post with this. I cannot get the deal reopened (as this was cancelled without my knowledge or consent). Sindiswa has been in contact with me with in the last few days however she is able to assist only to an extent. Please hear my plea as a loyal customer for 10 years. I would really like the P30 lite New Edition and it doesn't matter what color it is. I do not want to take P40 lite or P Smart 2021 as these devices does not come with Google Play Services - I have paid apps on the google play store and I don't think this will be migrated to the Huawei Service.

How can we resolve this? What is the way forward? How can Vodacom assist me in this regard?

As I feel how the consultants handled this was very unprofessional and ********* as I now lost out on a good deal, I could have had the phone (in a different color - is doesn't really matter) and we could have sorted this issue out within the first week.

I am a very unhappy customer currently sitting without a cell phone - can you imagine how frustrating this is? and every time I called to check up on my status I get told different information and how my account was handled without my consent. Why did I have to call the call center to check up on the status and every time it was something different?

I will appreciate some sort of assistance and some sort of intervention as my heart is 110% set on the Huawei P30 lite. I cannot go into a store and pay an extra R150 admin fee and risk my health with COVID-19 spreading so rapidly thus my decision to have the deal done online.

Kindest Regards Zakkiyya