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Vuyolwetu T

1 reviews | Active since Jul 2014

25 Oct 2025, 11:18

Formal Complaint: Unjustified Downgrade and Delay in Service Reactivation

I am writing to express my deep dissatisfaction with the recent handling of my Vodacom account and the poor level of service I have received, which I believe is in direct contradiction to your company’s stated mission and values.

On the morning of 25 October 2025, I made a full and immediate payment on my account to ensure that my services would be restored without delay. I proactively contacted your customer service team to confirm the payment and requested that my services be reactivated. Despite this, I experienced a delay of over three hours, during which I had no access to essential services.

When I followed up, I was informed by a consultant named Nokwanda that my account had been converted to prepaid without any prior communication or consent. This action was taken without my knowledge or approval, which is unacceptable and a clear violation of my consumer rights under the Consumer Protection Act.

This experience reflects a failure to uphold the following:

Your mission to “empower everyone to be confidently connected.”

Your values of trust, speed, and simplicity.

My consumer rights, including the right to timely service, informed consent, and fair treatment.

I hereby request the following:

Immediate reactivation of my postpaid services.

A written explanation for the unauthorized change to my account.

A formal apology for the inconvenience and poor service.

Consideration of compensation for the disruption caused.

If this matter is not resolved within 48 hours, I will escalate the issue to the Independent Communications Authority of South Africa (ICASA) and the National Consumer Commission (NCC) for further investigation.

I trust that Vodacom will take this matter seriously and act swiftly to resolve it.

0
Replies (5)
Vodacom
Vodacom's reply25 Oct 2025, 13:51
Official
Dear Customer,
 
 Thank you for bringing your complaint to our attention.
 
 Please be advised that a consultant will be in touch with you shortly to assist with your query.
 
 Kind regards, 
 Vodacom Consumer Website Team
VT
Vuyolwetu T's update26 Oct 2025, 07:11
Reviewer Update
Urgent Follow-Up: Service Still Not Activated After 24 Hours

Dear Vodacom Team,

I am following up on my formal complaint submitted over 24 hours ago regarding the unjustified downgrade of my account and the delay in reactivating my services, despite full payment being made and confirmed.

To date, my service remains inactive, and I have received no response to my initial complaint. This continued lack of action and communication is deeply disappointing and unacceptable, especially from a company that claims to prioritize customer satisfaction and connectivity.

I am now experiencing a second day of service disruption, which is affecting my ability to work and communicate. I expect urgent attention to this matter and a clear explanation for the delay. The absence of feedback and resolution reflects poorly on Vodacom’s commitment to its customers and its stated values of trust, speed, and simplicity.
I am requesting:
  • Immediate reactivation of my services.
  • A response to my original complaint.
  • A formal apology and accountability for the inconvenience caused.

If this issue is not resolved within the next 12 hours, I will be escalating the matter to ICASA and the National Consumer Commission, as I believe my consumer rights are being violated. I trust Vodacom will act swiftly and responsibly to resolve this matter.
Vodacom
Vodacom's reply26 Oct 2025, 11:01
Official
Dear Customer,
 
 Thank you for bringing your complaint to our attention.
 
 Please be advised that a consultant will be in touch with you shortly to assist with your query.
 
 Kind regards, 
 Vodacom Consumer Website Team
VT
Vuyolwetu T's update27 Oct 2025, 18:59
Reviewer Update
I am writing to express my continued disappointment and frustration regarding the unresolved issue with my account, which I formally raised on 25 October 2025.

Despite making full payment and receiving confirmation, my services remain inactive 48 hours later, and I have yet to receive any meaningful response or resolution. The only communication received has been generic acknowledgments, with no action taken to restore my account or address the unauthorized downgrade to prepaid.

This lack of service and accountability is unacceptable and reflects a serious failure in Vodacom’s customer care. The absence of transparency, urgency, and respect for your clients is deeply concerning. I feel bul**** and neglected by a brand that claims to value trust, speed, and simplicity.

In contrast, competitors such as MTN demonstrate far superior service and responsiveness — a standard Vodacom should aspire to meet.

I am now formally escalating this matter and reiterating my requests:

  • Immediate reactivation of my postpaid services.
  • A written explanation for the unauthorized downgrade.
  • A formal apology for the inconvenience and poor service.
  • Consideration of compensation for the disruption caused.
If this issue is not resolved within the next 12 hours, I will proceed to lodge a formal complaint with ICASA and the National Consumer Commission, as I believe my rights under the Consumer Protection Act have been violated. I trust Vodacom will take this matter seriously and act swiftly to restore my services and provide the necessary accountability.
VT
Vuyolwetu T's update29 Oct 2025, 10:35
Reviewer Update
I am writing to express my profound dissatisfaction with the service provided by Vodacom. My line remains inactive despite repeated attempts to contact your business call center. I have not received any compensation for the days I have been without internet access, nor has there been a formal apology regarding this entire situation.

My children are now required to use additional data to complete their schoolwork, which is a direct consequence of this unacceptable service.