Poor Customer Service, Conflicting Information and Unresolved Contract Reversal Request

I am extremely disappointed with the service I have received from Vodacom Hyde Park and the online support team regarding my recent contract upgrade. As a Vodacom customer for more than 10 years, I never expected to experience this level of frustration when simply requesting assistance with a contract-related matter.

Background of my complaint

On 1 November 2026, I visited Vodacom Hyde Park to upgrade my existing home Wi-Fi contract, which was approaching its end. I was offered a deal that included a home Wi-Fi router and a PlayStation 5 (PS5), at approximately the same monthly amount I was already paying for my previous TV and home Wi-Fi package.

I accepted the offer and signed the contract. I received the Wi-Fi router, but I did not open or use it because I was still waiting for the PS5 to arrive.

On 9 November, I received a call informing me that the PS5 had arrived and was ready for collection. I went to the store on 10 November to collect it.

After collecting the PS5, I took a Vodacom catalogue and noticed a new promotional offer that included the same home Wi-Fi package and PS5, but with two controllers instead of one.

Considering that I had signed my contract only nine days earlier and had collected the PS5 on the 9th, I contacted Vodacom to enquire whether my existing upgrade could be reversed so that I could take advantage of the new promotion.

Being sent back and forth between Vodacom departments

I contacted Vodacom's online support team, and the agent initially agreed to arrange the collection of my package. However, after realising that I had signed the contract at a physical Vodacom store, the online agent advised me that I needed to request a contract reversal directly from the branch.

I then contacted Vodacom Hyde Park and spoke to Melissa, who advised me to contact the online agent instead.

When I contacted the online agent again, I was told that I needed to physically visit the store and request cancellation. The online agent also advised me that I needed to return the PS5 within 48 hours.

This left me confused because the branch and online support team were giving me different instructions. I am being sent back and forth between departments, with neither party taking responsibility for resolving my request.

Further frustration following my latest conversation with Melissa

I contacted Vodacom Hyde Park again and spoke to Melissa. She informed me that her manager had said the matter would be escalated to the Regional Manager and that I would receive feedback on Friday.

However, what concerns me is that Melissa initially told me that the Regional Manager had indicated that my contract could not be reversed, but no explanation or reason was provided for this decision.

I am now being asked to wait until Friday for feedback, while the online agent has advised me to return the PS5 within 48 hours.

What am I supposed to do in the meantime? Should I wait for Friday's feedback or return the PS5 within the 48-hour period? Nobody has provided me with clear guidance or confirmed how these instructions fit together.

I find this extremely disappointing. I feel that my concerns are not being taken seriously, and I am left having to chase different departments for answers.

My position and what I am requesting

I would like to emphasise that both the Wi-Fi router and the PS5 are unopened and unused. I am willing to return the equipment in accordance with Vodacom's applicable procedures.

I am not trying to avoid my contractual obligations. I am simply asking Vodacom to consider my circumstances and assist me fairly.

My preferred resolution is for Vodacom to reverse my existing upgrade without penalties so that I can take advantage of the new promotion offering two controllers instead of one. Alternatively, I would appreciate it if Vodacom could provide the additional controller as a goodwill gesture without increasing my monthly instalment.

I have been a Vodacom customer for more than 10 years, and I believe my loyalty deserves consideration. I expected better customer service, clear communication, and proper assistance from a company I have supported for so many years.

I am requesting that Vodacom:

Investigate how my contract reversal request has been handled by both the Hyde Park branch and online support.

Provide a clear explanation of why the reversal is allegedly being declined.

Clarify the conflicting instructions regarding the 48-hour return period and the Friday feedback deadline.

Confirm whether I should return the PS5 immediately or wait for the Regional Manager's decision.

Consider reversing my existing upgrade without cancellation penalties so that I can take up the new promotion.

Alternatively, consider providing the second controller as a goodwill gesture without increasing my monthly payment.

I do not believe it is fair for a loyal customer to be passed from one department to another without receiving a proper resolution.

I am extremely disappointed with this experience, and I genuinely feel that Vodacom is not taking my complaint seriously.

I hope this complaint receives the attention it deserves and that someone with the authority to make a decision will intervene and provide a clear and satisfactory resolution.

I look forward to hearing from Vodacom.

Customer: Meleny Mashamaite Contact number: *** Branch: Vodacom Hyde Park Contract date: 1 November 2026