Pathetic Service

I am extremely disappointed with Vodacom’s WiFi service. When I initially researched providers, Vodacom was highly recommended, which makes my experience even more frustrating.

When I signed a 24-month contract, the sales consultant assured me that I would not experience significant price increases. However, during the course of last year, the 75MB package I was on was discontinued without any communication to me, and my monthly premium increased as a result.

When I contacted Vodacom to query this, I received inconsistent explanations from multiple consultants. To date, I still do not have clarity on the actual reason for the increase.

More recently, my premium increased again. I contacted Vodacom twice and again received conflicting information. On my third call, a consultant logged a ticket and confirmed I would receive feedback within 24 hours (which was also stated in the SMS I received). It took three weeks for someone to get back to me.

The consultant who eventually contacted me was the only person who was both helpful and understanding of my frustration. He suggested an alternative package, and I indicated that I would like to discuss the fees, as I can get a better and more affordable option with another provider. He advised me to contact the cancellations department.

When I contacted cancellations, I was informed that I cannot migrate my package or discuss revised pricing. I was told that if I wish to cancel, I would need to pay the outstanding balance for the remainder of my contract.

I find this extremely frustrating and unfair. I am expected to honour a 24-month contract, yet Vodacom has made changes to my package and pricing without communication or flexibility, and is unwilling to meet me halfway.

I would appreciate your assistance in resolving this matter fairly and transparently, as this experience has been extremely disappointing.