Milead

Dear Vodacom Complaints Department,

I am writing to formally raise my dissatisfaction regarding an early upgrade processed on my Vodacom contract account.

The contract is registered under my mother’s name; however, she authorised your consultant, Jabu, to assist me telephonically as I am the person responsible for making the monthly payments on the account.

During the upgrade process, I was specifically advised that the monthly installment amount for the upgraded device would be R914.48. Based on this information, I agreed to proceed with the upgrade. However, after receiving the billing information, I disputed the amount as I believed I had been misled regarding the actual costs involved.

Following my complaint, I was informed that the matter would be investigated internally and that the call recordings would be reviewed. I was further advised that from May onwards the installment amount would be reduced. Despite these assurances, I was shocked to see that the bill still reflected an amount of approximately R855.00, which contradicts the promises made to me during the dispute process.

Had I been correctly informed from the beginning regarding the actual monthly costs, I would never have agreed to proceed with the upgrade.

I have already attempted to resolve this matter through multiple channels, including HelloPeter, Twitter/X, and Facebook Messenger, but I have yet to receive proper assistance or resolution. Additionally, consultants continue refusing to assist me due to the contract being in my mother’s name, despite prior authorisation being provided to your agent.

I find this entire experience extremely disappointing and misleading. I request the following:

1. A full investigation into the telephonic sales process and review of the call recordings. 2. Written clarification regarding the discrepancies in the amounts quoted versus billed. 3. A fair resolution or adjustment in line with the amount originally communicated to me. 4. Proper assistance without unnecessary refusal based on account ownership, considering authorised consent was already given.

I trust Vodacom will treat this matter seriously and resolve it urgently