Poor Service Experience with Vodacom - Unresolved Issue with Home LTE Router Contract

Dear Hello Peter Team,

I am writing to express my disappointment and frustration with the service I received from Vodacom. On 5 December 2024, at 20:00, I called Vodacom's customer service number (using my alternate number ***) to report an issue with my Home LTE Router contract (Contract Number: ***).

The issue I was experiencing was that I had unknowingly subscribed to additional services, which I wanted to cancel. However, I was unable to do so through the Vodacom app or USSD, as I do not have a Vodacom SIM card except for the one inside the router.

I spoke with a customer service agent named Aviwe, who guided me through the process of removing subscriptions on the app. However, we were unable to complete the process because I do not have a Vodacom SIM card. Aviwe then asked me a series of security questions, which I answered to the best of my ability.

Unfortunately, Aviwe refused to assist me further, arguing with me and speaking over me. When I requested to speak with a supervisor, Aviwe refused and dropped my call.

I am still experiencing frustration and concern due to the unresolved issue. I am being charged for subscriptions that I did not authorize, and I have no access to cancel them. I am also worried about the rude behavior of the customer service agent and the lack of assistance provided.

I would appreciate it if you could assist me in resolving this issue. Please contact me on ***.

Contract Details:

- Contract Number: *** - Contract Type: Home LTE Router - Plan: 600 GB (FUL)

Call Details:

- Date: 5 December 2024 - Time: 20:00 - Call Duration: 12 minutes - Call From: ***

Thank you for your attention to this matter.

Sincerely,

Boitumelo Phusoane