Extremely Unprofessional

As a Vodacom Fiber customer of 2+ years, I am deeply disappointed with the service I have received. What started as a straightforward subscription has turned into a frustrating and unacceptable experience.

On February 14th, 2024, Vodacom unilaterally informed me that they were increasing my line speed to 400Mbps and raising the cost to R1,049 per month, without even asking for my consent. This was the first sign of the poor customer service I was about to experience.

When I communicated with Vodacom about my relocation to Ballito on April 9th, I was initially going to cancel my services as I had found a better deal elsewhere. However, Vodacom agreed to match the deal, offering me a 250Mbps line at R799 per month, effective May 25th, 2024. I was assured that I could use the same routers and that the necessary infrastructure was in place.

The problems only escalated from there. On May 10th, 2024, I received an invoice from Vodacom showing a double billing of R1,049, resulting in an outstanding balance of R2,098. To my surprise, I discovered Vodacom had stopped collecting the debit order, despite me not canceling it and having sufficient funds in my account. When I tested the line speed, I found that it had not been upgraded to 400Mbps as promised, but was still at the old 100Mbps, however I was being billed for a 400mbps line.

I immediately called Vodacom's customer care to log a complaint about the speed and the incorrect billing. The agent asked me to perform multiple speed tests, which confirmed that the line had not been upgraded. I made it clear that I would not be paying the inflated invoiced amounts, as I did not receive the advertised service.

Despite following Vodacom's instructions to email the speed test results and details of the issues, the matter was not resolved. In fact, the situation only worsened when Vodacom proceeded to hand over my account to debt collection, without making any effort to rectify the accounting errors or address the billing discrepancy on their end.

This experience has completely eroded my trust in Vodacom Fiber, and I will not be recommending their services to anyone. The lack of professionalism, failure to take responsibility for the errors, and the decision to escalate the matter to debt collection without resolving the underlying issues are unacceptable. I urge Vodacom to investigate this matter thoroughly and ensure that the appropriate actions are taken to address the problems I have encountered.