*********** consultants @ Fibre department.

1.) THE CONSULTANT GAVE ME WRONG INFO WHEN UPGRADED On 25 November 2022 (Black Friday) I completed a form on the Vodacom website to upgrade my Fibre line, a consultant (Mandisa) phoned me and assisted me with the upgrade. She said because it was Black Friday that I can get a 12month contract, 25 mbsp line for R174pm. It didn’t sound right to me and I asked her about 3-4 times if this is correct which she assured me it was. I saw on my app that it states that I have a 100mbsp line and I also asked the consultant about that and she said that my package is a 25mbsp line. After a week or 2 of not having received a confirmation email I phoned the call centre and was told that the upgrade was cancelled.

2.) THEY CAN’T GIVE ME THE FIBRE DEAL THAT I HAVE ACCEPTED BECAUSE OF CONSULTANT’S MISTAKE I then spoke to a consultant named Mfundo. I told him about the upgrade and that I was not happy because I was given the wrong information by the previous consultant. He explained that Mandisa was a new consultant and that she had made a mistake but that there is no way that I can get the Fibre at that price. I am unhappy about this because it is not my fault that I was given the wrong information.

3.) BULK UPGRADE DONE WITHOUT MY CONSENT He also confirmed that there was a bulk upgrade done on my account on 9 November 2022 which is why I was upgraded to a 100mbsp line. This was done without my knowledge or consent! And also Mandisa did not mention that to me at all when I spoke to her on 25 November.

4.) NEW UPGRADE AND WAITING FOR FEEDBACK Mfundo then upgraded my Fibre to a 20mbsp line for R499 on a month-month contract and stated that he would speak to a manager to see if Vodacom can accommodate me with a better deal as it was their error when I was promised a very lower price. I have not received any feedback on that...

5.) ACCOUNT NOT CORRECT I also asked Mfundo to assist me with my invoice for December that is not correct. They are charging me for the bulk upgrade which I have not accepted or gave consent to do. I have just received my invoice and they have not corrected it. I have also done numerous line speed tests and not one time has it been even close to 100mbsp speed. So they are charging me for something that I have not given consent to and something that I actually didn’t even get which is unacceptable!

I have insisted on receiving the call recordings which I was also denied. I have also sent emails (on 12/12/22) to a manager and supervisor (Lerato Mokae and Jason Duko) at the Fibre department and have not even gotten a reply yet!