Re: Ongoing Network Connectivity Issues and Disputed Contract

I am writing to document my frustrating experience with Vodacom's customer care regarding my data sim connection problems, which began in May 2024. Despite numerous phone calls, the issue remains unresolved.

Key Dates and Interactions:

- May 2024: Connection problems started. - May 24, 2024: I upgraded to a larger data package, despite emphasizing that my issue was connectivity, not data size. - June 3, 2024: Package (Home router only, no new sim package) delivered. - June 6, 2024: I canceled the contract due to dissatisfaction. - June 8, 2024: Spoke to V***, confirming the cooling-off period should start after the new package was loaded. - July 9, 2024: Told allocation would occur on the first of the month. By (D***) since the package was delivered during the month after the 1st (3 JUNE 2024) I first spoke to (De***) at Aftersales *** who said my cooling of period had passed and I told her of my conversation with her colleague (V***) on the 8th Of June24 regarding cooling off to an item (DATA) not yet allocated to me - August 1, 2024: Spoke to B** and T** from Aftersales to send email to (T***) to call me back . . - October 10, 2024: (C***) at aftersales escalated the matter and said Escalation would take 5-7 working days and she referred the matter to Sales department for a collection arrangement (Ref 5-***) - October 30, 2024: (Th***) redirects my call to Aftersales whereby I spoke to (Se***) and I SPECIFICALLY requested to speak to (C***) who assisted me on the 10th Oct. (Se***) promised me that (C***) would call me back shortly on that day as I asked when I should expect C***’s call. - October 30, 2024: (Th*** from AFTERSALES) say (C***) is there and would call me back. I held the line for almost 10 minutes and hung up. On my second attempt (Pr***, from AFTERSALES) answered and said (C***) wasn’t around and transferred me to the wrong department (SALES)

At 11h46 (Ts*** from AFTERSALES) said she doesn’t work in the same department as (C***) and can’t track her progress on my enquiry but has requested the feedback by email to the BACK OFFICE and this would take another 3-7 DAYS. Issues:

- Connection problems persist. - Miscommunication regarding cooling-off period. - Unresolved contract disputes.

Request:

- Immediate resolution of connectivity issues. - Contract cancellation without penalty. - Collection of the router.

I have records of all interactions, including dates, names, and reference numbers.

Sincerely