Formal Complaint: Misleading Information & Billing Discrepancy – Vodacom Rewards Call from Mkitha

**To whom it may concern,**

I am writing to formally lodge a complaint regarding a deeply frustrating and ********* experience I’ve had with Vodacom, specifically involving a representative named Mkitha from your **Vodacom Rewards Department**.

On **9 July 2025**, I received a call from Mkitha, who informed me that I qualified to be migrated from my current **7GB plan** to a **14GB plan**, with the assurance that this would **save me R180 per month**. Based on this representation, I agreed to the migration.

However, to my surprise and disappointment, when the order was generated, the **monthly installment was higher** than expected – **not the saving I was promised**. This is blatant **misrepresentation** and misleading conduct.

I contacted Vodacom again on **31 July 2025** to raise the issue. I was told that I would be **reverted back to my original 7GB plan**, but despite this promise, I noticed no actual change in the billing. I was still charged for the 14GB plan.

The reference numbers related to this ongoing issue are as follows:

1. **Initial misleading migration (9 July):** *Ref: **** Message received:

> *Dear Minah Mabuza, quote:*** has been generated on your profile and vetting has been Approved. If you did not initiate this request, please urgently contact Vodacom Customer Care on 082 111.*

2. **Call on 31 July – Still no correction:** *Ref: **** Message received:

> *Dear Minah Mabuza, your Upgrade Order *** for your Vodacom number *** has been completed. Your new contract price plan is R0 excluding any value-added service and has been extended to 28/01/29.*

3. **Further call on 12 August – Still unresolved:** *Ref: **** Message received:

> *Dear Minah Mabuza, quote:*** has been generated on your profile and vetting has been Approved.*

Despite my repeated efforts to resolve this, nothing has been rectified. As of today, **25 September 2025**, I called again and was informed that I’m being placed back on the 7GB plan — but with an **additional charge of R600**. This is **unacceptable**, as the error was never mine in the first place.

It is clear that this entire issue originated from **Mkitha’s dishonest sales pitch**, likely made to close a deal for her own performance benefit, at my expense. I should **not be financially penalised** for Vodacom’s internal sales misconduct and administrative failure.

### I am requesting the following:

* **Immediate reversal of any overcharges** related to the 14GB migration. * **A refund or credit** for the excess amounts I was wrongly charged. * **Internal investigation** into Mkitha’s conduct and action taken. * Confirmation that I am restored to my original plan with the correct billing.

If this issue is not resolved within **7 working days**, I will escalate the matter further to the **Consumer Protection Office**, **ICASA**, and **social media platforms** to expose this ********* treatment.

I have been a loyal Vodacom customer, but this experience has severely damaged my trust in your company. I hope for a swift and fair resolution.

Sincerely,