PATHETIC SERVICE

In January 2026, I received a call from a Vodacom agent following an online upgrade enquiry. I did not accept a new handset. I agreed only to a 200GB data package at R299 per month as advertised on their website. I specifically asked the agent whether this amount would be charged in addition to my existing monthly payment, and I was clearly advised that I would only be paying R299 for the data package. Despite this, my invoice now reflects an amount higher than what I was previously paying, which is completely contrary to what was agreed telephonically. Timeline of follow-ups:

* 31/01/2026: I contacted Vodacom and spoke to Robin, who advised that the matter would be escalated and promised a callback on 01/02/2026. No call was received. * 04/02/2026: I contacted Vodacom again and spoke to Leona. I requested that the call recording between myself and the agent be retrieved. She escalated the matter to the Rewards Department and provided reference number RCO770842, advising that feedback would take 3?5 working days and that I should expect a call on 06/02/2026. No call was received. * 09/02/2026: I was informed that the Rewards Department had still not attended to the matter. * 10/02/2026: I spoke to Kieran Henry, who confirmed that the matter had still not been attended to. She further advised that the issue should have been marked as urgent to ensure quicker resolution. *10/02/2026 @16:37 , I sent an email and received a response the following day, 11/02/2026, via a phone call from Rudzani Lithole, Executive Client Liaison Officer. He advised that he would reverse the 200GB package and change it to an 80GB package at a cost of R229, effective from 01/03/2026, which I agreed to. He also promised to allocate 100GB free of charge for the month of February as compensation for the inconvenience.

However, to my surprise, my invoice still reflects the 200GB package billed at R335.81. On 15/02/2026, I sent an email to Rudzani Lithole but received no response. I followed up again on 17/02/2026 at 09:29 and once more at 15:42 on the same day, but I have not received any response to date.