THE WORST ONLINE SERVICE I HAVE EVER EXPERIENCED

THE WORST ONLINE SERVICE I HAVE EVER EXPERIENCED

On 15 April 2026, I contacted Vodacom Online to cancel my existing contract as I had secured a significantly better offer with another service provider. Please note that although the contract is in my mother’s name, the phone number belongs to me, which makes every interaction a bit more complicated as I have to involve her for consent on every single call.

At the time, my Vodacom contract totalled R602.00 per month and included the following: • 500 minutes (monthly recurring) @ R90.00 • 5GB data (monthly recurring) @ R70.00 • RED 1.5GB 100min TopUp Plan @ R442.00

During this call, I was assisted by a consultant named Longi (Longilisewe), who convinced me to stay by offering what she repeatedly confirmed was a better deal. She explicitly assured me that, effective 1 May 2026, my package would include: • 500 minutes (monthly recurring) @ R90.00 • 5GB data (monthly recurring) @ R70.00 • 20GB data top-up @ R179.00

She confirmed multiple times that my total monthly fee would be R339.00. I questioned her repeatedly to ensure accuracy, and each time she reassured me without hesitation.

However, on 1 May 2026, this agreement was not honoured. I only received: • 5GB data @ R70.00 • 20GB data top-up @ R179.00

The 500 minutes – a critical part of the agreed deal – were completely missing.

I immediately contacted Vodacom on 1 May 2026, where a consultant named Sangilesiwe informed me that the 500 minutes could not be added because I had been moved onto a data plan. This was the first time I heard about this, directly contradicting what was promised during the upgrade.

Thereafter, a manager named Cindi contacted my mother and acknowledged the issue, promising that it would be corrected and followed up via email the following week. This never happened. Instead, on 4 May 2026, my mother received documentation to sign that still excluded the 500 minutes entirely.

From that point onward, the experience deteriorated further. I was forced to repeatedly call Vodacom, explaining the same issue over and over again to different consultants, none of whom provided resolution. At one stage, I was even informed that my contract had been reverted back to the original R602.00 package — without any consent from either myself or my mother. This was done unilaterally and without communication, which is completely unacceptable.

Eventually, I reached another manager, Felisha Naidoo, who appeared unaware of the situation and could not even confirm who Cindi was, raising serious concerns about internal communication and accountability within Vodacom. She initiated an investigation and requested call recordings, which later confirmed that Longi had indeed made a mistake when offering the upgrade.

Despite this clear admission of fault, I was not assisted. Felisha Naidoo assured me that Vodacom would honour what was promised, yet no action followed. I continued to chase for feedback with no proactive communication from their side.

On 26 May 2026, I was informed by Longi that no one could resolve the issue. On subsequent calls, I was told the only “solutions” available were: • Revert to the original R602.00 contract to regain the minutes, or • Stay on the data only plan without the minutes, or • Cancel the contract entirely

In other words, Vodacom makes a mistake, and the customer must either pay more or cancel. This is completely unacceptable and demonstrates a total lack of accountability.

To make matters worse, Felisha Naidoo has repeatedly been unavailable, and despite multiple assurances that she would return my calls (including on, 26 May 2026, 29 May 2026 and 1 June 2026), no call-back has been received. As of today, 2 June 2026, I am still waiting.

I am exhausted from continuously calling, explaining, and following up, with absolutely no resolution. This entire ordeal highlights: • False promises made by Vodacom consultants • A complete lack of accountability for errors • Poor internal communication between teams and managers • Zero sense of urgency in resolving customer issues

It is unacceptable that a customer must carry the burden of correcting Vodacom’s mistake, especially when the error has been formally acknowledged.

This is, without question, the worst customer service experience I have ever had.