Formal Complaint and Refund Request – Unilateral Policy Change on Data SIM Contract

This is a company with ********* values!!

Dear Vodacom Customer Care,

I am writing to formally lodge a complaint regarding my data SIM contract, which I originally signed as a 24-month agreement.

At the time of signing the contract, the data SIM was compatible for use in a mobile phone. Vodacom has since unilaterally changed its policy, restricting the use of this data SIM to routers only and no longer allowing it to be used in a phone. This policy change was implemented without my consent and fundamentally altered the nature and usability of the service I contracted for.

As a direct result of this change, I was unable to use the data for the final two months of the contract. I did not consume any data during this period, as I do not own a router and I am not willing to incur additional costs to purchase new hardware solely due to a policy change imposed by Vodacom.

Despite this, I was billed and paid for the final two months of the contract for a service I could not reasonably use. I believe this is ********* and constitutes charging for a service that was effectively unavailable through no fault of my own. Vodacom has benefited financially while I received no value in return.

I have now cancelled the contract and formally request a refund for the last two months paid, as the service provided was not aligned with the original contractual terms.

Please treat this matter as urgent and advise on the refund process. Should this issue not be resolved satisfactorily, I will consider escalating the matter further.

I look forward to your prompt response.

Kind regards,

Salwyn

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