Month to month contract

Good day,

I would like to formally lodge a complaint regarding the severe miscommunication, misinformation, and apparent misrepresentation I have experienced since taking up a contract with your company.

1. Contract Taken Under the Understanding of Month-to-Month On 5 June, I took up what I understood to be a month-to-month contract with your agent Venetta. I specifically stated that I did not want a fixed-term or binding contract because I had my reasons and was previously with MetroFibre on a similar month-to-month arrangement.

At the time, I requested to pay via EFT, but was informed that a debit order was mandatory only for the first month, after which I could request to switch to EFT. At no point was I informed that I was entering into a 12-month contract or receiving any device that would lock me into such an agreement.

2. Relocation Enquiry and Conflicting Information Prior to relocating from Pretoria to Klerksdorp on 1 December, I contacted Vodacom on 11 November to check whether the service could be moved to my new address. I was told:

Vodacom does have coverage at my new address,

There was only one package available, with a R100 increase in monthly premium,

And that I should submit a relocation request a few days before the move to avoid pro-rata charges.

Based on this information, I planned to call again on 28 November.

3. New and Conflicting Information Provided When I called on 28 November, I was suddenly told that I would need to provide 30 days’ notice, or I would be charged a relocation fee. This was not mentioned by the previous agent.

I called again on 1 December, only to be told once again that I needed to give 30 days’ notice, and that the initial agent gave me wrong information. I was also told that if I wanted it done sooner, I would be charged double. Given the inconsistency and misinformation, I opted to cancel the service, as I believed I was on a month-to-month contract.

4. Retentions: Sudden Claim of a 12-Month Contract When I reached retentions, I was informed—for the first time—that I was allegedly on a 12-month contract, and that cancelling would require a payment of R1200. This directly contradicts what I agreed to, what I requested, and what I was told by Venetta at sign-up.

Furthermore, I was told that Vodacom does not have coverage at my new address (32 Wilke Avenue, Wilkenville, Water Edge Estate)—despite the previous assurance that coverage was available.

5. My Concerns Misrepresentation & Lack of Transparency I was never informed that I was entering a 12-month agreement, nor did I request such an option. This is a clear case of misinformation or misrepresentation.

Inconsistent and Incorrect Information Every time I called, I received different information from different agents. This is extremely unprofessional and has caused significant inconvenience.

Billing for a Service I Cannot Use It is unfair to expect me to continue paying for a service when Vodacom does not have coverage at my new location.

6. My Requests I request the following:

Immediate review of all call recordings, especially the sign-up call with Venetta, to verify what I was told and what I agreed to.

Written confirmation of my actual contract type based on the call recordings.

Waiver of all cancellation fees, as I was misled and the service is not usable at my new address.

Immediate cancellation of the contract without penalties, given the incorrect information provided and lack of coverage.

Please treat this as a formal complaint. I expect a response within 7 business days.

Regards, Azola