Poor service delivery

Cancellation of Fibre Installation Refference no. SR 251203 - 984 088

I am writing to formally and immediately cancel the fibre installation and all related services linked to the above reference number. This cancellation is the direct result of Vodacom’s consistent delays, lack of accountability, and disregard for basic customer service standards.

My application was submitted in the first week of November. Openserve fulfilled their responsibilities promptly on 20 November. From that point forward, Vodacom’s only outstanding obligation was to supply the router — a task that should be routine for an organisation of your scale.

Despite multiple follow-ups, progress was nonexistent. My communication with Ms. Rina from the Kimberley office yielded no tangible results, and escalating the matter to her supervisor, Ms. Wendy Mallet, did not improve the situation. Only last Friday was I informed that the routers had arrived, yet Vodacom still refused to dispatch them the same day. The deliberate decision to delay dispatch until Monday demonstrates a complete lack of urgency and respect for the customer.

It is both unprofessional and unacceptable that, despite having the equipment in hand, your team chose convenience over service delivery. This illustrates a systemic failure in customer care — not an isolated oversight.

As a result, I have instructed Mr. Vincent Cete to terminate this installation with immediate effect. I refuse to continue engaging with a provider that treats paying customers with indifference and fails to uphold even the most basic service commitments.

Please provide written confirmation of this cancellation and ensure that no charges are billed for services that were never completed.

Regards M B Ngcakani