Erroneous contract upgrade

Name: Jacqueline Mthabela

Number: ***x

YOUR REF: (31 March: NBE9QRV)

(01 April: ***)

Subject: Urgent Request for Reversal of Incorrect Upgrade

Dear Vodacom Customer Service,

I am writing to formally raise a concern regarding an upgrade that was incorrectly processed on my account.

On March 25th, I received a call from a Vodacom agent who advised that I was due for an upgrade. I clearly stated during the call that I was aware of the upgrade eligibility but did not wish to commit to it at the present moment. I specifically requested to remain on my current deal. The agent mentioned that I would receive a quotation to this effect.

However, on March 30th, I received a quotation indicating that I had taken up an upgrade: Sim Only Deal – R320 airtime with 30GB data. This was not authorized by me.

I immediately contacted Vodacom Rewards via the 086 number and advised that I did not wish to proceed with this upgrade and requested that it be reversed. I was informed that the reversal had been effected, although no confirmation would be sent. I was provided only with reference number: NBE9QRV.

To my surprise, I was subsequently debited for the upgrade amount. When I called back on April 1st, I was advised that the cancellation/reversal I had requested was not effected.

This situation is both frustrating and unacceptable. I kindly request:

Immediate reversal of the unauthorized upgrade. Refund of any debited amounts related to this upgrade. Written confirmation that my account remains on my original deal. Please treat this matter with urgency and provide me with confirmation in writing once resolved.

Thank you for your prompt attention.

Sincerely, Jacqueline Mthabela