Extremely Poor Service & Unresolved Fibre Reinstallation Request

Dear Vodacom,

I am writing to express my extreme frustration and dissatisfaction with the ongoing lack of service regarding the reinstallation of fibre at my new address. Despite multiple calls and follow-ups, the issue has still not been resolved, and I have received no assistance from either the technicians or senior staff.

Initial Request: On 1st December 2024, I called Vodacom to request the relocation of my fibre service to our new home. My husband was assisted by a consultant who confirmed that a ticket was logged, and we were told to wait for a technician to contact us. We provided all requested documents, including proof of address.

Repeated Follow-ups: After no communication from Vodacom, we called again on 7th December, where another consultant promised to log a new ticket. We waited and received no further updates.

Escalation Attempts: On 30th December, we called again, and the issue was escalated, yet still no action was taken.

Mismanagement of Tickets: On 3rd January 2025, I was told that the initial ticket was closed under the assumption that we had been assisted. No new tickets were logged, and no technician was sent. Despite multiple calls and promises of escalation, no progress has been made.

Further Disappointments: On 3rd January 2025, I requested to speak to a manager, but no one returned my call. Similarly, when I called back later that day, I was told that I would receive a call back from a manager within 30 minutes—this never happened.

Charges Without Service: Throughout this entire ordeal, Vodacom has continued to debit my account for a service I have not received. This is completely unacceptable.

I have now wasted considerable time and money dealing with a service provider that is failing to deliver on its promises. Despite multiple attempts to speak to senior staff or escalate this further, I am yet to receive any meaningful assistance or resolution.

I am requesting:

Immediate action to resolve the reinstallation of my fibre service. A full refund for the period in which I have been charged without receiving service. A formal response from management, especially from the manager, Yandelwa Hala, who was supposed to contact me but has not. Should this matter not be resolved promptly, I will have no choice but to cancel my account with Vodacom, post my experience on all social media platforms, and consider further escalation.

I trust this matter will be treated with the urgency it deserves.

Lee Ann Bechoo