**** to, no service various departments Vodacom

• In June and July of 2023 I was continuously hounded with calls from the Vodacom with agents indicating many things eg. My package was going to be discontinued and I had to make a change to it, My package has expired and I have to make changes, I had to change my package because I was using to much data etc. I asked to be taken off the dialing list as per the Popei act but to no avail. Eventually a lady phoned me indicating that my package was being discontinued and that Vodacom was changing the package to a 600 min 12 gig package at no additional cost to me. I agreed that if there was no extra cost to me she could continue with the change to 2 off my numbers *** and ***. ( you are welcome to listen to the voice recording if there is any to confirm this).

• I then received a statement from Vodacom indicating that my package changed and that I would have to pay more for the new package on the 2 phones. I immediately logged a call to Vodacom with reference 228154. I indicated that my debit order for the month had not gone off yet and asked that the package be changed back to my previous package of 400min and 12 gigs as I did not agree to paying more for a higher package. I was told by the consultant that this change happened in another department and he would have to log a query to that department so that the consultant who made the change could assist me. He said he would call me back the next day to confirm what happened. I indicated that I would not make payment off the account for September until the issue was resolved

• The agent who made changes to my package called me 2 days later. I told her that she **** to me and that she should change the package back as I did not want to change my package or pricing on my current account. She said that she would send an email to her supervisor. She did not get back to me again and to this day.

• The consultant from the query that I logged checked up to find out whether the issue was resolved. I indicated ‘no’ and he said he would call me back. This never happened

• I then decided to go in to the nearest Vodacom shop which is in Cradlestone mall. When I arrived I was informed by the consultant that she could not assist me with anything related to my package and that I can only resolve it over the phone. There was also no manager at the store on this day. At this stage I was receiving such bad service that told the consultant in store that I would like to cancel my packages and account with Vodacom. I was again informed that the shop consultant could not assist with this and that I needed to send an email. I indicated that I would send the email and all relevant information to the email given to me by the consultant while sitting in the shop so that the consultant can make sure that the email is received by the correct person and that my accounts can be cancelled. After sitting in the shop for about 2 hours the consultant could still not confirm that my email went to the correct department. I then phone the business department myself and they indicated that my cancellation was received and would be attended to. They also indicated that my query as to my account change was logged as resolved. I indicated that it was not resolved and that I would like my account credited and packages changed back to what it was until the day of cancellation.

• I received confirmation that 2 off my number that already was out of contract would be cancelled en October 2023

• I was informed that my number *** was still in package and a cancellation quote was sent to me.

• I requested the business consultant (Mothsudi Khoza) to send me my contract terms and conditions signed for by me for this number as I would like to see what Vodacom can charge me if anything for canceling my package early. The business consultant said I needed to get the contract from the Clearwater mall branch as this is where I opened the account

• I contacted the Clearwater branch and requested my contract. They sent me a document with no information on it. The document had only my personal information but nothing off the contract taken out.

• I then asked the business department to assist. I was told to ask for the deal sheet description. I called Clearwater and asked for this. I was given a reference number only eg V32Ca05392. I then asked the business department for assistance in acquiring my contract. I received an email giving me the following information

NO PHONE + 20GB DATA X 1 - (C) + VIDEO TICKET - 3 MONTHS - 1GB @ R649 Reduced Sub PM on Red 10GB 400min (BTL)

• I sent all the above and below information to the business consultant. Motshudi then indicated that I need to send this to *** which I did. I received an automated reply stating that this service has been moved to the Tobi platform. I then forwarded that email to the business department and asked for assistance as it was clear that the customer care option was not working.

• I then received an new reference number and consultant from the business department (Busisiwe Mahele) who has asked me for my cancellation letter