Formal Complaint: Ongoing Service Disruption and Poor Support

Dear Vodacom Customer Support,

I am writing to formally lodge a complaint regarding the ongoing service issues I have experienced, as well as the inconsistent and unsatisfactory support I have received.

My service initially dropped on 5 April. When I contacted support, I was informed that the issue had been escalated to second-line support and that I would receive a ticket number within an hour. However, upon following up after an hour, I was told that no ticket had actually been logged.

During a subsequent call, another agent informed me that my line was down due to a migration that had allegedly taken place weeks prior. This explanation was both confusing and unacceptable, as I had received no prior communication regarding such a migration.

Eventually, ticket SR*** was logged, and my connection was restored. Unfortunately, the service went down again shortly after the ticket was closed this morning. Since then, I have attempted to contact support twice and have been left on hold for over 10 minutes without any assistance.

Additionally, I would like to raise a concern regarding downtime credit request SR***, for which an email was sent on behalf of my parents. To date, no assistance or feedback has been provided on this matter.

I am currently on the line with an agent named Zanele, who does not appear to understand how to resolve the issue. I was instructed to reset my router, and now all configurations on the router have been removed, with no clear next steps provided. This has further worsened the situation and prolonged the downtime.

This experience has been extremely frustrating and disappointing, particularly given my long-standing relationship with Vodacom. The lack of communication, inconsistent information, and poor service response are unacceptable.

I kindly request the following:

* Immediate resolution of my current service issue * Assistance in restoring my router configuration * A clear explanation of what caused the disruption * Proper follow-up and resolution on both referenced tickets * Consideration for downtime credit due to the prolonged service interruption

Please treat this matter with urgency. I expect prompt feedback and a resolution.

Kind regards, Mathapelo Tseole Contact: ***