Formal Complaint to Vodacom – Misrepresentation on Migration Campaign Call

Subject: Formal Complaint – Agent Dishonesty and Misrepresentation During Migration Campaign Call

Dear Vodacom Customer Care,

I am writing to formally lodge a complaint regarding a deeply concerning call I received related to the Vodacom migration campaign. The call took place on 18 November at 15:34, and it was made to my wife’s number (to be confirmed via email) from +***9.

During this call, the agent provided information that was not only incorrect but blatantly misleading. Instead of giving me accurate details regarding the migration benefits, she became confusing and evasive. It was clear that when she did not know the correct information, she simply made up answers rather than being transparent or seeking clarity. This was not a misunderstanding — the information she gave was knowingly false.

I am extremely upset and disappointed, as this behaviour is unacceptable from anyone representing the Vodacom brand. A migration campaign is meant to assist customers, not mislead them or cause confusion.

For this reason, I am requesting the following actions:

1. That Vodacom retrieves and reviews the call recording for the specified date and time.

2. That the agent be held accountable for her dishonesty and misrepresentation.

3. Confirmation that the quote (which can be provided via email has been cancelled).

Customers rely on Vodacom to provide honest, transparent, and accurate information. The conduct I experienced violates this trust completely.

I look forward to a detailed response and confirmation of the actions taken.