FAILURE TO RELOCATE FIBRE SERVICE AND UNFAIR BILLING FOR SERVICES NOT PROVIDED

Dear Vodacom Customer Care / Executive Customer Care,

FORMAL COMPLAINT: FAILURE TO RELOCATE FIBRE SERVICE AND UNFAIR BILLING FOR SERVICES NOT PROVIDED

I am writing to formally lodge a complaint regarding the handling of my Vodacom Fibre relocation request and the subsequent cancellation of my service.

I have been a loyal Vodacom customer since 2006, and a Vodacom Fibre customer since 2022. I have therefore maintained a longstanding relationship with Vodacom and have always expected a reasonable level of service and customer consideration.

At the beginning of September 2026, I requested that my Fibre service be relocated from my current unit to another unit within the same residential complex. The request essentially involves a change of unit number, while I remain within the same complex.

Despite repeatedly submitting/engaging Vodacom regarding the relocation, the request has continued to be declined. Consequently, I have had no access to the Fibre service since the beginning of September 2026, despite having already paid for the September service.

Because Vodacom has been unable to provide the service at my new unit, I subsequently requested that the Fibre service be cancelled. I have now been advised that the cancellation will only become effective at the end of October 2026.

I find this position unreasonable and unfair.

Vodacom is effectively requiring me to pay for October 2026, despite the fact that:

1. I have not had access to the Fibre service since the beginning of September; 2. I requested a relocation within the same complex; 3. Vodacom has repeatedly declined the relocation request; 4. The inability to use the service is not due to my failure to pay or refusal to use the service; and 5. I am now being forced to seek an alternative service provider because Vodacom cannot provide the service at my new unit.

This creates an unreasonable situation where I could potentially be required to pay for September and October with Vodacom despite having no service, while simultaneously having to pay another service provider for internet access.

I therefore formally request that Vodacom:

* Reverse/waive any charges for the period during which the Fibre service has not been available to me; * Credit/refund the September 2026 Fibre charges, given that I have not received the service; * Cancel the Fibre service without imposing further charges, given Vodacom’s inability to facilitate the requested relocation; * Confirm that no October 2026 charges will be raised for a service that Vodacom is unable to provide; and * Provide me with a written explanation of the reason the relocation has repeatedly been declined.

I am not attempting to avoid my contractual obligations. My concern is that I should not be required to pay for a service that I am unable to access because Vodacom has been unable to facilitate the requested relocation.

As a customer who has been with Vodacom since 2006, I find this treatment particularly disappointing. Customer loyalty should count for something, particularly where a customer is making a reasonable request to continue using the service within the same complex.

If Vodacom maintains that I remain liable for October charges, despite having no access to the service and despite Vodacom’s inability to provide the requested relocation, please provide the specific contractual basis for this position and explain how Vodacom considers such billing to be fair and reasonable in these circumstances.

I request that this matter be escalated to Executive Customer Care if it cannot be resolved at first-line customer service level.

Should Vodacom fail to provide a satisfactory resolution, I reserve my right to escalate the matter to the appropriate telecommunications consumer dispute-resolution and regulatory channels.

I look forward to receiving a written response and a fair resolution.

Vodacom Fibre Customer since 2022 Vodacom Customer since 2006