*********** Customer Service and ********** representation

I was called towards the end of May by a lady from Vodacom offering me a migration to a package with 200 minutes, 600MB.

She told me that it would cost R339 a month and nothing extra. I confirmed that as long as it was not more than I was currently paying which was R370. She confirmed it was just R339.

When I received my bill for May the amount was R485.

I phoned Vodacom on the 1st June to query this and requested that they migrate me back to my original package. They confirmed they would process this and subsequently sent me a sms to confirm that my query had resolved (reference no. *** & ***) on the 2nd June 2019. I was told by a Vodacom consultant that the migration would only take place in the new month (ie. July).

I assumed that my contract had been migrated back to my original contract (ie. Uchoose Smart S).

Much to my surprise and frustration, I discovered on 1st July that my contract is still the new contract!

I called Vodacom customer service on 2nd July to query this and request, once again, that my contract be migrated back to the original contract. I cannot afford to pay R485 for my cellphone. I explained this to the lady I spoke to and she said she would escalate the matter to her superior.

I subsequently received an email from Vodacom confirming that the contract I was on (ie. Uchoose Smart S) had been discontinued and that I would need to go online to choose another package to migrate to.

I find this completely unacceptable and unprofessional.

Not once was I informed that the original contract that I was on was no longer available.

I called Vodacom again this morning to tell them that this is not acceptable and I would like them to change my package to a suitable priced plan as soon as possible (ie. today) and that as this was not my doing or a request made by me, that Vodacom are at fault and should fix this error immediately.

I was put through to a team leader but she was not very helpful. She told me that she has "spoken to the back office and they do not have the authority to do this as a migration cannot take place in the middle of the month".

I refuse to accept this. There has to be a person with the authority to override this on the system,I DID not request a migration of my contract. This was offered to me by one of Vodacom's consultants and I was given false information.

This is tantamount to *****. I am not in a financial position to pay R486 for my cellphone contract.

I demand that this query is escalated and dealt with efficiently. I am not prepared to wait until the new month and I refuse to log onto Vodacom's website to choose a new package as I did not change it or request it to be changed.

I want Vodacom to provide me with a contract in the same price range, whereby I will not be prejudiced by Vodacom's incompetence.

Vodacom need to respond and fix this asap.

I rep**** to the email I received and conveniently the e-mail cannot be delivered to the email address given (ie. ***.

Package Migration Ref: *** Inbox x

*** Tue, Jul 2, 2:39 PM (21 hours ago)

to me

Dear K Kotze,

Thank you for your patience and cooperation.

Your query with reference number: *** previous package was a UCHOOSE SMART S price plan has been discontinued and no longer available please accesshttps://www.vodacom.co.za/vodacom/shopping/plans/plans to review the package offerings.

Once select contact our customer care team for processing, please note when submitting a migration this must be completed before the last day of a calendar month which will make the new package active as of the first of the next.

In addition, to note when selecting a smaller available price plan there would be an applicable downwards migration fee.

Alternatively, please contact Vodacom Customer Care at 082135. Visit www.vodacom.co.za/help from your PC or cellphone.

Thank you & Kind Regards

Vodacom

More 2 of 5

Dear K Kotze,

Thank you for your patience and cooperation.

Your query with reference number: *** previous package was a UCHOOSE SMART S price plan has been discontinued and no longer available please accesshttps://www.vodacom.co.za/vodacom/shopping/plans/plans to review the package offerings.

Once select contact our customer care team for processing, please note when submitting a migration this must be completed before the last day of a calendar month which will make the new package active as of the first of the next.

In addition, to note when selecting a smaller available price plan there would be an applicable downwards migration fee.

Alternatively, please contact Vodacom Customer Care at 082135. Visit www.vodacom.co.za/help from your PC or cellphone.

Thank you & Kind Regards

Vodacom

On Tue, Jul 2, 2019 at 2:39 PM <***> wrote: Dear K Kotze,

Thank you for your patience and cooperation.