PATHETIC , HORRIBLE POOR CUSTOMER SERVICE FROM A BULLY CALLED NOMFUNDO MATASELAS

To Whom It May Concern, I am writing to formally lodge a complaint regarding the extremely poor service I have received from Vodacom concerning the relocation of my fibre line. On 15 December 2025, I contacted Vodacom to request assistance with relocating my fibre connection. I spoke to a consultant who assured me that I would receive a call in January 2026 to make arrangements for the relocation. To date, 32 days later, no one has contacted me, despite the commitment made. As I had not heard anything from Vodacom, I called again to follow up. I was assisted by Thuli Madonsela, who was unable to explain what had happened, even after I provided the reference number from my December call. I was informed that Vodacom “could not locate” the call I logged and that I would now have to wait another 30 days before the matter could be attended to. This is unacceptable, especially considering that:

I was debited R1260 in December for a service I am not receiving. I am now being asked to pay an additional R500 to complete the relocation process. I am being inconvenienced for an error that Vodacom caused, not me.

When I expressed my dissatisfaction, I requested that the issue be escalated. I was transferred to a supervisor, Nomfundo Matasela, whose conduct was extremely unprofessional. She spoke to me in a dismissive tone, refused to provide her name at first, and made me feel disrespected and undervalued as a customer. Her attitude was rude, unhelpful, and completely inappropriate for someone in a customer-facing role. I urge Vodacom to listen to the recorded calls and assess whether this is the type of behaviour that aligns with your standards and values. With the attitude displayed by this supervisor, Vodacom risks losing loyal customers, as this is not the kind of service one expects from a reputable organisation. I am requesting:

Immediate assistance with my fibre relocation, without further delays. A reversal or credit for the charges billed while I have been unable to use the service. A review of the conduct of both Thuli and Nomfundo, and corrective action where necessary. Feedback on how Vodacom intends to prevent this from happening again.

I expect better service from your company.