Misrepresentation and Service Failures

Att: Office of the CEO I am writing to formally bring to your attention a series of systemic failures and dishonest practices I have encountered as a Vodacom customer of 20 years. As a remote worker, I rely heavily on my connection and the honesty of my service provider. Recently, both have failed. I wish to highlight two specific instances of what I consider to be "scripted deception": 1. Contractual Misrepresentation (The "Retention Trap) In January, I called to discuss my account. Your "cancellation" department, which has subtly and misleadingly morphed into a "retention" unit prioritised commission-based KPIs over my actual requirements. I was sold an upgrade that provides significantly fewer benefits than the month-to-month package I previously utilised for remote work,and while a resolution was promised by Vodacom to revert to my original package by the end of January, this has failed to materialise, I spoke with an agent named Gwtano today at 8:49 am; he assured me of a callback from his Team Leader, Martha Pello. No such call was received. 2. Fibre Negligence and Ticket Closure On 26 January, I logged a fault regarding my fibre. After a lack of communication from Vodacom, Openserve contacted me on Wednesday. As I was away, we agreed on a Friday appointment. However, by Thursday evening, I received an SMS stating the ticket was resolved and closed. No work was done, and no one visited the premises My experience has been defined by agents "saving the sale" rather than serving the customer. After two decades of loyalty, I find myself with an inferior data package, a fibre fault issue that we had fixed because of the lack of response time, and a complete lack of accountability from Vodacom. My question to the Office of the CEO is this: Is this the standard of care Vodacom deems appropriate for a loyal, 20-year customer, and what immediate steps will be taken to restore my original month-to-month service without having to log a query through Hellopeter?