FORMAL COMPLAINT: MISREPRESENTATION OF DATA ALLOCATION AND POOR CUSTOMER SERVICE

To: Vodacom Customer Care / Complaints Department Subject: Formal complaint regarding incorrect data allocation and misleading information from Vodacom agents

I am lodging a formal complaint regarding unacceptable service delivery, misrepresentation by Vodacom agents, and failure to correct an ongoing billing and service issue.

For the past three (3) months, I have been paying for a 600GB Wi-Fi data package. It has now been confirmed that I have only been receiving 400GB per month, despite being billed for the full 600GB allocation.

Upon discovering this discrepancy, I contacted Vodacom customer service. An agent explicitly advised that the missing 200GB would be allocated to my account. This allocation never occurred. I followed up, only to receive conflicting explanations and no resolution. This constitutes misleading information and failure to deliver a paid-for service.

The facts are simple and verifiable: • I was sold and billed for a 600GB package. • Only 400GB was provided for three consecutive months. • Vodacom agents assured me the shortfall would be corrected. • No correction or compensation was made. • No proactive communication or accountability was shown by Vodacom.

This situation reflects extremely poor customer service, lack of transparency, and a serious breach of trust. Customers should not be expected to continuously monitor whether Vodacom is delivering what is contractually agreed and paid for.

I hereby request: 1. A full explanation of why the incorrect data allocation occurred. 2. Immediate allocation or credit of the missing 200GB per month for the affected period (total 600GB outstanding). 3. Confirmation that my account is correctly provisioned going forward. 4. Written feedback from Vodacom confirming corrective action.

If this matter is not resolved promptly, I will escalate the complaint to ICASA and the National Consumer Commission, as this falls under false representation and failure to supply paid services.

I expect this matter to be treated with urgency and professionalism.