Misrepresentation of Contract Upgrade and Refusal to Provide Call Recordings

Good Day, I am extremely disappointed and frankly disgusted by the level of incompetence and dishonesty I have experienced from Vodacom. In December 2025, I upgraded my contract through your Sales and Upgrades department. I was very clearly told that my deal included the following: * 20GB Anytime data * 20GB Double-Up promotional Anytime data * 20GB Night data This totals 60GB of data for R179. On the 1st of the month, my data allocation reflected only 20GB Anytime data and 20GB Night Owl data. The promised Double-Up promotional data was conveniently missing. When I contacted Vodacom to query this, I was met with absolute cluelessness. Suddenly, no one knows anything about the Double-Up promotion. Every agent sounds shocked, confused, and completely untrained, as if I am making this up. This is unacceptable. I have repeatedly requested the call recordings from the last week of December, where this upgrade was concluded, yet Vodacom seems unwilling or unable to provide them. This raises serious concerns about transparency and accountability within your organisation. How is it possible that a company of Vodacom’s size employs staff who are this uninformed, disorganised, and incapable of resolving a straightforward issue? Either your agents are misrepresenting deals to customers, or Vodacom is deliberately avoiding responsibility once the contract is signed. Let me be very clear: * I was promised 60GB of data * I expect the call recordings to be released immediately * I demand a full investigation into this matter * Vodacom must stop acting “shocked” and take responsibility for the commitments made by its employees If this matter is not resolved promptly, I will have no choice but to escalate this further through formal complaints and regulatory channels. I expect a response that actually addresses the issue instead of more excuses and incompetence.