*********** Service & *****ulent Activation of Cancelled Order

I am writing to formally lodge a complaint regarding the shocking lack of service, incompetence, and *****ulent actions by Vodacom’s customer support teams, after-sales department, and courier partner, Skynet.

On 7 December 2024, I initiated a new contract for my mother (who was and still should be on prepaid) under the Red Plan for a Samsung S24FE at R599 per month, as part of an online promotion (Vodacom Order Number: K***). However, despite Vodacom’s promises, Skynet never delivered the device. After countless frustrating calls to Vodacom and Skynet—with no resolution—I contacted Vodacom Aftersales on 13 December 2024 and explicitly instructed them to cancel the entire order and ensure my mother’s number remained prepaid.

A Vodacom aftersales representative confirmed that:

The order and contract would be cancelled. A request would be sent to Skynet to return the device. However, today, 31 January 2025—one and a half months later—I received an SMS stating that my order was delivered on 4 February 2025 (a future date) and that the SIM would be activated within 24 hours. This is blatant *****:

I never received any device from Skynet. There is no proof of delivery, no signature, no copy of my ID, and no proof of address submitted. How is it possible that Vodacom confirms delivery on a date that has not yet occurred (4 February 2025), when today is only 31 January 2025? I never authorized Vodacom to reinstate the contract after cancelling it on 13 December 2024. Today, I contacted Vodacom Aftersales again and spoke to Patience, who stated that the issue would be escalated and that she would provide feedback by the end of today. Unsurprisingly, I have not received any follow-up communication from her. During our call, she confirmed that the device was returned to Vodacom’s warehouse but failed to send me the requested email confirmation. She also displayed a reluctance to ensure the contract was fully cancelled, instead telling me that if Vodacom incorrectly debits my account, I should call in and request a refund. This is completely unacceptable.

Immediate Action Required: Immediate confirmation that the contract is permanently cancelled. Immediate confirmation that my mother’s number remains on prepaid. Immediate confirmation that there will be no unauthorized deductions from my account. A written statement explaining how Vodacom could falsely claim delivery on 4 February 2025 when today is still 31 January 2025. Accountability for Vodacom’s clear failure to provide service and its *****ulent actions in reactivating a cancelled contract. If this matter is not resolved immediately, I will have no choice but to take further action, including:

Laying ***** charges against Vodacom. Filing a formal complaint with ICASA and relevant consumer protection bodies. Taking this matter to social media and news outlets to expose Vodacom’s ********* business practices. I expect an urgent resolution by close of business today (31 January 2025). Failure to act promptly will leave me with no choice but to escalate this matter further. Awaiting your immediate response.