Formal Response – Unresolved Service Disruption and Misrepresentation

I am extremely disappointed with the handling of my query and the inaccurate statements made in your recent communication. While the reactivation of my service was eventually completed, this only occurred more than 15 days after the initial query was raised, which is unacceptable and contrary to your stated commitment to customer satisfaction.

Furthermore, your claim that “communication was shared with me on HelloPeter” is false. At no point was any meaningful feedback or resolution communicated to me through that platform. Providing misleading information to justify poor service is not aligned with Vodacom’s values or mission statement. I still demand Vodacom to take full responsibility for: 1. The unauthorized downgrade of my account. 2. The prolonged disruption of services despite full payment. 3. The financial and operational inconvenience caused during this period. I expect: • A written explanation for the unauthorized downgrade and delay. • A formal apology for the inconvenience and misrepresentation. • 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 ICASA and the National Consumer Commission for formal investigation.

Vodacom must uphold its values and mission statement by ensuring accountability and delivering the service quality promised to customers.