Formal Complaint – Service Disruption, Unauthorized Downgrade, and Lack of Compensation

Dear Vodacom Customer Care Team, I am writing to formally lodge a complaint regarding the negligent handling of my account, which has resulted in prolonged service disruption, unauthorized account downgrade, and lack of compensation for incurred costs.

Summary of Issues • My account was downgraded to prepaid without consent on 25 October 2025, despite full payment. • Services remained inactive for an extended period, causing significant financial and personal inconvenience. • Multiple follow-ups and escalations were ignored or met with generic responses, without resolution. • Vodacom’s claim that “contact was made and feedback provided” is inaccurate and dismissive. Feedback without resolution is unacceptable.

Timeline of Events • 25 October 2025 – Full payment made; requested immediate service reactivation. Services remained inactive for hours. • Later that day – Consultant informed me of unauthorized downgrade to prepaid. • 26–29 October 2025 – Multiple follow-ups sent; no resolution. • 05 November 2025 – Services still inactive after 11 days; no compensation offered. • 12 & 25 November 2025 – Vodacom claimed resolution, which is incorrect.

Impact • Financial Loss: Additional data purchases for remote work and children’s schoolwork. • Operational Disruption: Inability to perform work tasks, affecting income and productivity. • Consumer Rights Violation: Unauthorized downgrade and failure to restore services breach contractual obligations and consumer protection laws.

Demands 1. Written explanation for the unauthorized downgrade and prolonged disruption. 2. Formal apology for the inconvenience and poor service. 3. Compensation for the inactive service period and additional costs incurred. If these actions are not taken within 48 hours, I will escalate this matter to the Independent Communications Authority of South Africa (ICASA) and the National Consumer Commission (NCC) for formal investigation. Vodacom’s handling of this matter has been unacceptable and unprofessional. I expect urgent and meaningful action.

Sincerely,