Formal Complaint Regarding Upgrade Delays and Poor Customer Service

Dear Vodacom Management,

I trust you are well.

I hereby wish to formally express my dissatisfaction with the poor service and unacceptable delays regarding the upgrade of my personal Vodacom line, namely ***.

I have been a loyal Vodacom customer for many years and currently maintain multiple lines with your company. It is therefore extremely disappointing that such treatment is being afforded to a long-standing client.

My upgrade process has now become unnecessarily frustrating and unprofessional. On the first attempt, I was informed there was no stock available or alternatively that certain colours were unavailable. I never demanded any specific colour and made it clear that I simply required the upgrade to proceed.

A second attempt was made on 15 May 2026, yet I remain completely in the dark with no proper feedback or resolution.

Today, 19 May 2026, after personally contacting your Upgrade Department again, I was informed that Vodacom had allegedly been attempting to contact me on a 072 number. This makes absolutely no sense, as the number being upgraded, and my dedicated personal contact number, is ***.

It has now been approximately three weeks and I still do not have my upgrade.

Why?

I find this level of service unacceptable, especially from a company with whom I have maintained a loyal business relationship for many years.

At this stage, I am seriously considering cancelling my contract upon its expiry in July 2026 and converting the number to prepaid service. I am tired of this kind of treatment and honestly did not expect such poor service from Vodacom after so many years of support and loyalty.

I request urgent intervention from management together with a proper explanation and immediate resolution of this matter.

Please desides whether you want to upgrade me or place me on prepaid as I am not a robot sitting and waiting on your calls, I am a working business professional, and I don't need your poor service.

Yours faithfully,

Charles Kinnear