Formal Complaint: Poor Service and Failed Delivery – Contract Upgrade

Hi Vodacom,

Two weeks ago, I attempted to upgrade my cellphone contract online but was unable to do so. I was advised that a consultant would call me back within 24 hours. Instead, I only received a call more than 48 hours later. During that call, I completed the upgrade telephonically and was informed that I would need to cover the courier costs, which I agreed to.

I made it very clear to the consultant that I work night shift and that delivery must take place in the mornings, as I leave for work at 12 midday and only return home at 2am. I was assured that this would not be a problem and that the courier would contact me before delivery.

The following day, I received a call from another consultant. I advised him that I was at work and could not speak, and requested that he call me the next morning. Despite this, I only received another call three days later, during which the upgrade and costs were confirmed again. I was informed that there would be two delivery attempts. Once again, I clearly stated that the courier must call me before delivery due to my night-shift schedule. I was again assured that this would happen. No courier details were provided.

Throughout both interactions, I received no written confirmation whatsoever — no email or SMS confirming the upgrade, delivery details, or courier information.

The very next day, the courier arrived at my home without any prior call or notification. As I had no notice of the delivery, I did not have the required documents ready and was unable to accept the delivery. The courier reacted negatively, shaking his head in disgust and making it seem as though he was doing me a favour, despite the fact that I am paying for both the upgrade and the delivery. Due to his attitude and the lack of proper arrangements, I refused the delivery.

Today, no one has returned or contacted me. I have no courier contact details, and attempting to contact Vodacom only results in being told that I will receive a callback and taking by the service will be several days later.

I have been a Vodacom customer for over 20 years. This experience has been extremely disappointing and unprofessional. If Vodacom no longer values my business, I will have no choice but to consider alternative service providers, as Vodacom is not the only option in South Africa.

I request urgent assistance, clear written confirmation of my upgrade, and proper coordination of delivery that respects my working hours.