Incorrect Sales Information, Faulty Router, and Request for Contract Cancellation

Dear Vodacom,

I am extremely disappointed with the service I have received regarding my recent router upgrade. After being a loyal Vodacom customer for over 15 years, I expected better treatment and accurate information.

In October, I upgraded to the X25 Max2 router. Your sales agent explicitly told me that I could simply insert my existing SIM card from my old router and it would work in the new device. This has turned out to be incorrect, and the router does not work with my SIM.

Over the past three weeks I have made four separate phone calls to Vodacom. I have received four different explanations, none of which resolved the issue. The final “solution” was that I should go to a store—something that contradicts what your sales agent told me and defeats the purpose of a telephonic upgrade.

This is misleading information and amounts to false advertising.

Since this upgrade was concluded telephonically based on incorrect information provided by your agent, I request the following:

Vodacom must arrange to collect the router, as it was sold under false assumptions.

The router contract must be cancelled without penalty.

I currently have more than six lines with Vodacom, and this experience has left me seriously considering cancelling all of them if this matter is not resolved urgently and fairly.

Please treat this as urgent and provide a resolution in writing.