Formal Complaint – Breach of Contract, Misrepresentation & Negative Credit Impact

Dear Vodacom Management

I am formally lodging a complaint regarding my Vodacom cellphone contract, which was concluded through Mondo. I was misled telephonically during the application process, and despite numerous attempts to resolve this matter directly with Vodacom, no adequate resolution has been provided.

Subsequently, I was contacted by a Vodacom representative who acknowledged that I was paying excessively and assured me that my contract plan would be amended to reduce my monthly charges. However, after agreeing to this adjustment in good faith, I discovered that my bill had in fact increased, contrary to the representation made to me. This constitutes clear misrepresentation and unfair business practice.

Additionally, I contacted Vodacom on two separate occasions specifically requesting a reference number for my complaint. On both occasions, I was refused one, which demonstrates a lack of accountability and a failure to comply with proper complaint-handling procedures.

This ongoing issue has now begun to negatively affect both my credit score and my name, which is unacceptable. Vodacom’s actions are not only financially damaging but are also causing reputational harm. I consider this to be in violation of my rights under the Consumer Protection Act 68 of 2008 (CPA), specifically:

Section 41: Prohibition against false, misleading, or deceptive representations.

Section 54: The right to fair and honest service.

Section 55: The right to goods and services that are fit for purpose.

Unless this issue is resolved immediately, I will have no choice but to escalate the matter to ICASA, the National Consumer Commission, and the Ombudsman for Consumer Goods and Services for investigation and enforcement.

I demand a written response and a clear resolution to this complaint immediately failing which I will proceed with formal escalation.

Kind regards, Lushen ***