Follow-Up Complaint: Issue Marked as Resolved Without Any Feedback

Follow-Up Complaint: Issue Marked as Resolved Without Any Feedback

I am writing this as a follow-up to my complaint logged on HelloPeter on 06 December 2025, as my issue remains completely unresolved.

After posting my complaint, I received a call from a Vodacom agent on 09 December 2025. The agent informed me that he would contact the Sales and Rewards Department to investigate the matter further. No reference number was provided, and since that call, Vodacom has not contacted me again.

Instead of receiving feedback or resolution, I received an email asking me to rate Vodacom’s service. This is extremely frustrating and inappropriate, as my issue has not been resolved in any way. I deliberately chose not to rate the service, believing it was fair to give Vodacom a chance to resolve the matter first.

On 16 December 2025, I then received the following SMS:

“Dear Vodacom Customer. Your service ticket with reference number EC-21XI-2E1PGI has been closed. Thank you, Vodacom.”

I am extremely concerned by this message, as:

I was never informed of this reference number

I received no feedback, no explanation, and no resolution

The issue was closed unilaterally without my consent or confirmation

This pattern reflects exactly what I raised in my original complaint: Vodacom repeatedly acknowledges errors, promises investigations and refunds, then goes silent and closes cases without resolving them.

To be very clear:

The router was sold under misleading pretences

I never used, activated, or connected the device

I have been billed since December 2023

Vodacom has previously confirmed that the sale was misleading

Partial refunds were acknowledged, yet the remaining amount is still outstanding

I have made numerous calls over almost two years, with documented dates

Closing this ticket without resolution is unacceptable and further damages my trust in Vodacom.

I am once again requesting:

A full refund of all outstanding unauthorised deductions

A written explanation for why this ticket was closed without feedback

Proof of the call recording where Vodacom claims I “acknowledged the product”

A single accountable contact person to resolve this matter end-to-end

If this issue is not resolved urgently, I will proceed with escalation to the Consumer Protection Act, CGSO, ICASA, and other relevant consumer-rights bodies.

This matter has gone on for far too long and should never have reached this stage.