Subject: Formal Complaint Regarding Unacceptable Service and Account Issues

Date: [9 December 2024]

Mr. Shameel Joosub Chief Executive Officer Vodacom Group Limited Vodacom Boulevard Midrand, 1685 South Africa

Dear Mr. Joosub,

I am writing to formally lodge a complaint about the deeply unsatisfactory service I received today and to express my growing frustration as a long-standing customer of Vodacom. Having used your platform on numerous occasions, I believe I have become one of your most frequent complainants this year, which is a testament to the ongoing service issues I have encountered.

Today, I called Vodacom to inquire about applying for a new product, only to be informed that my account had been flagged by your pre-legal department and was in the process of being handed over for collection. Upon further investigation, I was told that this action had been taken due to "non-payment," despite the fact that my account had been fully paid up to date. The only outstanding payment was due on 31 December, which was clearly not overdue at the time of my inquiry.

What followed was even more concerning: my number was inexplicably deleted from your system, leaving me without access to my account or any further details. I believe this action was taken without proper cause and has left me feeling unfairly penalized.

Furthermore, when I expressed my dissatisfaction with the situation and raised my voice in frustration, the consultant I spoke with responded in an unprofessional and dismissive manner. When I requested that she follow up and provide clarity, she told me that if I did not ask "nicely," she was under no obligation to assist me. This response is completely unacceptable, especially considering that I was already upset due to the poor handling of my account.

While I understand that my monthly payment may not be large, I am still a paying customer, and I expect to be treated with respect and courtesy. This entire experience has been distressing, and I am left questioning the reliability and customer-centric values of Vodacom.

I kindly request that you investigate this matter urgently and take appropriate action to resolve the issues with my account. I would also appreciate an explanation regarding the deletion of my number and the handling of my query, as well as an apology for the unprofessional conduct of your staff.

I look forward to your prompt response and a satisfactory resolution.

Yours sincerely,