Formal Complaint & Escalation: Upgrade Misrepresentation – Router SIM, Dual Use Promise & Data Allocation

Hi Vodacom Customer Care / Complaints Team,

I would like to formally log a complaint and escalate an ongoing issue regarding misrepresentation by your sales team during my recent upgrade. This matter is extremely frustrating and has now become unacceptable.

I currently have an existing router SIM card that was due for an upgrade. When I proceeded with the upgrade, I was specifically advised on the call that I would receive a new SIM card, and that I would be able to use both routers (the old router and the newly upgraded router).

However, after the device was delivered, I was informed that it is not possible to have two SIM cards linked to one account. This makes absolutely no sense, because why would I upgrade to a new router if the old router would then become unusable? What am I supposed to do with a new router while already having one that should still be functional? The entire reason I agreed to the upgrade was based on what was promised during the call.

In addition to this, I was also promised 600GB, but I have been provisioned with 400GB for reasons that have not been clearly explained.

This is also not the first time I have experienced issues with Vodacom upgrades. At this point, it genuinely feels like the sales team’s only focus is securing the sale, without any regard for after-sales service or whether the customer receives what was agreed to. This is now the fourth instance where my upgrade was processed in a way that does not align with what was agreed on the call.

I am therefore requesting the following urgently:

1. A formal review of the call recording where these commitments were made. 2. Written confirmation that the recording was listened to and that my complaint is validated. 3. Immediate correction of the package to the agreed offer (600GB), or a written explanation for why this was not honoured. 4. A clear resolution regarding the SIM card / router usage issue, including what was promised vs what Vodacom is now claiming is possible. 5. If Vodacom is unable to honour what was agreed on the call, then I require a suitable remedy, which may include reversal or cancellation without penalties, as this constitutes misrepresentation at the point of sale.

Please note: Before any reversal, rectification, or cancellation is processed, I require confirmation in writing that the recording has been listened to, as I cannot accept a situation where I am treated as though I am fabricating these concerns. I need Vodacom to acknowledge what was promised and take accountability.