Misinformation and Poor Customer Service

Dear Vodacom Customer Service Team,

I am writing to formally lodge a complaint regarding the misinformation and poor customer service I have experienced over the past week while attempting to cancel or upgrade my Vodacom contract.

On **06 March 2026**, I contacted Vodacom to cancel my account. During this call I spoke to a consultant named **Lule**, who informed me that because I have been a loyal Vodacom customer I qualify for a **45% discount**. Based on this information, I asked about upgrading to the **iPhone 17**. I was quoted the following offer:

* iPhone 17 on a **24-month contract** * **R320 airtime** * Standard monthly price: **R1,800** * “Discounted” monthly price quoted: **R1,179**

While still on the call, I checked the Vodacom website and noticed that the **same deal was advertised at the same price**, which indicated that **no additional 45% discount was actually being app******. When I questioned this discrepancy, Lule advised that I should **send an email to Vodacom**.

I Later called back to the upgrades department, after I mentioned that the email address provided did not work, the consultant explained that the **iPhone 17 was not actually part of the promotional deal**, but that the **iPhone Air** was included. She then offered me the following:

* **iPhone Air** * **24-month contract** * **Monthly price: R949**

Based on the information provided, I agreed to take the iPhone Air deal. I then enquired about adding an Apple Watch to the contract. Consultant transferred me to the department responsible for watches; however, the call was disconnected and I was not contacted back, despite the ongoing application.

On monday, I called Vodacom again to follow up on the deal. The consultant I spoke to told me that no such deal existed and further informed me that, my account was in arrears. This was surprising, as this was the first time this had been mentioned. I requested to speak to a manager and was transferred to Khaya.

During this conversation, I requested that the call recordings from my previous interaction be reviewed, as I had clearly been offered the deals mentioned above. Khaya advised that she would review the recordings and contact me on Friday with feedback.

Unfortunately, I never received the promised call on Friday.

I then queried why I had not previously been informed that my account was in arrears. I was transferred to the accounts department, where a debit order was processed on Tuesday to bring my account up to date.

However, when I contacted Vodacom again today (Friday), I was informed that my account is still showing as in arrears, despite the debit order being processed earlier in the week. This has added further confusion and frustration to an already poorly handled situation.

I am extremely disappointed by the following issues:

Misinformation regarding promotional deals and discounts Contradictory information provided by different agents Failure to return calls after disconnections A manager not following through on a promised callback Inconsistent account information despite payment being processed Poor handling of what should have been a straightforward cancellation or upgrade request

As a long-standing Vodacom customer, I expect a higher level of transparency, professionalism, and accountability from your support teams.

To resolve this matter, I kindly request the following:

1. A review of all call recordings from my interaction on 06 March 2026, including the conversation with Lule. 2. Written confirmation of whether the iPhone Air deal for R949 over 24 months is valid as offered. 3. Clarification on the 45% discount that was mentioned, including what it actually applies to. 4. Confirmation that the Tuesday debit order has been correctly app**** and that my account is no longer in arrears. 5. Clear next steps regarding the upgrade deal that was offered to me. 6. Assurance that this matter will be used to address misinformation and improve customer service standards within the call centre.

I would appreciate a formal response and resolution as soon as possible, as the situation has now been ongoing for several days without clarity.

I trust Vodacom will take this complaint seriously and work toward a fair and transparent resolution.