Formal Complaint Regarding Poor Service and Account Issues

Dear Vodacom,

I am extremely unhappy with the level of customer service I have received from Vodacom. At this point, it honestly feels like customer care is not even part of your company’s values anymore.

I have always believed Vodacom was a better service provider, which makes this entire experience even more disappointing. The service I have received, including from staff members who seem unsure of how to properly assist customers, has been unacceptable.

For almost a year, I repeatedly requested to be removed from debit order, yet nothing was done. It is shocking that it had to take me missing three payments before my request was finally processed. During this time, I was also charged interest and penalties for bounced debit orders — costs that could have been avoided had my request been handled correctly from the start.

Now, because of the missed payments, my network was disconnected, which I accepted because at least my debit order issue was eventually resolved. However, after making a payment last night, I called your customer service department twice today requesting for my network to be restored. Up until now, nothing has been done.

What is even more frustrating is that Vodacom managed to activate a R10 fee that will be debited on my next bill for reconnecting my network, yet my network is still off. This clearly shows a lack of urgency and concern for customers.

I would appreciate it if someone could contact me urgently to:

Confirm when my network will be restored Advise me when my contract ends

At this point, I do not wish to continue with Vodacom due to the poor service I have experienced.

Kind regards, INNOCENCIA WALAZA