Misleading Bundle Description & Terrible Customer Service

I purchased a 100-minute voice bundle via Discovery Bank’s app, described as “DayByDay Three Day Voice 100min”. However, after purchase, I discovered in the Vodacom app that the bundle was actually a “Daily 100 min Voice Bundle (Voda to Voda)”, meaning it could only be used for calls to Vodacom numbers—something that was not disclosed upfront.

I first contacted Discovery Bank, who confirmed that the bundle descriptions are provided by Vodacom. While they acknowledged my concern, they stated that there was nothing they could do, as Vodacom controls the descriptions.

When I then contacted Vodacom customer service, the agent initially insisted that I should have just known the minutes were Vodacom-to-Vodacom. When I asked how I was supposed to know, they had no answer—instead, they repeatedly stated that a refund would not be issued, even though I was not asking for a refund at that point.

I continued pressing for an answer on how I was supposed to know the bundle was restricted before purchasing, and the agent could not provide one. Eventually, they admitted that there was no way for me to know. If that is the case, then this is clearly misleading advertising, and customers should not be held responsible for Vodacom’s lack of transparency.

I then requested to speak to a manager, but the agent refused to escalate my call. When I asked for their name, they hung up on me—which is completely unacceptable from a customer service representative.

This entire experience has been frustrating, misleading, and unacceptable. Vodacom must take accountability for providing unclear and deceptive bundle descriptions to third-party platforms like Discovery Bank. I expect this issue to be taken seriously, with urgent corrections made to these misleading descriptions and proper customer service training to prevent such dismissive behaviour in the future.