NO SERVICE / FEEDBACK FROM VODACOM

Dear Vodacom On the 14th of December 2022 I did an upgrade on *** (contract at Vodacom since 2011) and was informed that the handset was out of stock - which was fine with me - I upgraded to the Samsung Z 4 flip Rose Gold phone. I did the upgrade online with the following included in my deal:- 500 mb anytime data / 500 mb night owl data / 50 minutes / 150 sms / Promotional 20 gb date - valid for 30 days / R1 000-00 online accessory voucher. I have received my upgrade device on Thursday the 22nd of December 2022 and despite numerous phone calls to Vodacom (customer care department / online department / upgrade department / after sales department (on one day i called more than 7 (seven) times without help. I was informed the following various reasons for NOT receiving the R1 000-00 online accessory voucher – 1. I will receive it when my contract starts on 1st of January 2023 2. The package that i have selected did not include the R1 000-00 voucher 3. I have chosen the rose gold phone and the R1 000-00 is not included Attached are 2 x screenshots directly from the Vodacom Online website that states CLEARLY that the R1 000-00 accessory voucher is included in my package CAN YOU KINDLY EXPLAIN TO ME HOW CAN YOU ADVERTISE SOMETHING AND AFTER RECEIVING WANT MY UPGRADE PACKAGE THEN JUST CHANGE WHAT EVER YOU I have lodge a complaint on the Hello Peter website on Monday the 9th of January 2023 (and again on Tuesday the17th of January and again on Monday the 23rd of January 2023), a consultant with the name Debbie phoned me on Friday the 13th of January 2023 informing me that I will receive feedback on my complaint by the end of business day Since then I have received ABSOLUTELY NO FEEDBACK from Vodacom. Is this really how you treat all your customers with no service at all. My Details is Full names Martie Susan Human Contract upgraded *** Definitely not a happy customer

1. My first complaint via HelloPeter submitted on Monday 9th of January 2023 2. My second complaint via HelloPeter submitted on Tuesday 17th of January 2023

Received this on the 29th of January from Mihle Jaxa from Vodacom: We profusely apologize for any inconveniences caused. Kindly be advised that we are only able to dispute the missing R1000 Voucher once this upgrade was been activated, at the moment it is currently pending to be activated on the 1 of January 2023. Once it has been activated then we can proceed with disputing the upgrade. Received this on 30th of January 2023 from Sesethu Siloti from Vodacom We do apologise for the level of service you have received and that your query was not resolved sooner. Kindly be advised we have sent through escalation with Third party company that assisted with the upgrade. The reference number for escalation is 142690. Please allow 3 - 5 working days turnaround time. SINCE THEN I HAVE SEND EMAILS THROUGH WITH NO FEEDBACK AT ALL FROM VODACOM Martie Human