Misrepresented Upgrade & Wrong Number Upgraded – Now Being Unfairly Billed

At the end of February 2026 I received a call from a Vodacom call centre agent advising that I was due for a contract upgrade. During the call I was recommended to migrate to a Red Flexi Plan as I was told it would be a more cost-effective option compared to the amount I was currently spending on Top Up bundles.

I was specifically informed that the difference would be approximately R26 more than what I was currently paying. Based on this representation, I agreed to proceed with the upgrade for the number discussed during the call.

When I received my March account, I was shocked to see that my monthly cost had increased by approximately R320 instead of R26.

After contacting Vodacom to query this, I was advised that the incorrect number was upgraded, and that the number I had actually referred to during the call was the one that was due for upgrade. This clearly indicates that the upgrade was processed based on incorrect information provided by the call centre agent.

I have since been told by the upgrades department that they are able to reverse the upgrade, however I have also been informed that the correction will only reflect on my April billing, meaning I am still expected to pay the inflated March amount.

This is unacceptable.

I agreed to the upgrade solely on the basis of the pricing information provided during the call, and the fact that the wrong number was upgraded further demonstrates that the transaction was not handled correctly.

As a customer, I should not be financially prejudiced due to an error made by Vodacom’s call centre.

I therefore request the following:

• Immediate reversal of the incorrect upgrade • A full credit for the incorrect additional charges on my March account • Confirmation that my original contract terms and billing remain unchanged

I would also request that Vodacom review the call recording of the upgrade conversation, as it will clearly confirm the pricing information that was communicated to me.

I trust Vodacom will resolve this matter promptly and fairly.