Unacceptable Service, ******* Credit Listing, and Chronic Customer Service Failure

This review details a catastrophic failure on the part of Vodacom, an ordeal that has now been ongoing for months. My experience has moved from a series of technical and billing failures to a complete breakdown of trust and professionalism.

The Service I Pay For vs. The Service I Get

I am paying for a 20 Mbps internet line, but my speeds are consistently below 2 Mbps. I have provided countless screenshots of speed tests, proving that my service is unusable. I have also ruled out a faulty router by testing the SIM card in another 5G device, which confirmed that the issue is a fundamental network failure on Vodacom's end.

Unauthorized Billing and Broken Promises

My account is plagued by recurring, unauthorized "purchased content" charges. Despite numerous promises from your agents that these would be permanently blocked, a new one appears on my bill every other month. I have a detailed log of all calls and reference numbers that prove your company has failed to implement a lasting solution.

A Complete Breakdown of Customer Service

My experience with your customer service is a part of the problem. After months of trying to resolve these issues, I have faced constant incompetence and a complete lack of accountability. Today, for example, I spoke to three different agents. Two of them abruptly dropped the call and never bothered to call me back. This dismissive and unprofessional behavior is not an exception—it has been the standard for over a year and a half.

Furthermore, a Vodacom agent had the audacity to claim they called the router's number to get ahold of me. This is not only illogical and frankly stupid, as a data-only router number cannot receive calls, but it is deeply disrespectful of my time and intelligence. It highlights a fundamental lack of training and a complete disregard for customer concerns.

The Final Insult: An Unfair Credit Listing

The situation has now become more serious. After a R1320 bill, I refused to pay an outstanding R36, which was part of the disputed amount. In a shocking act of retaliation, Vodacom has unfairly and *******ly listed me on a credit bureau. This action is a clear violation of my consumer rights, as a credit provider cannot report a disputed amount.

Required Resolutions:

I am formally demanding the following actions, all of which I expect to be fully resolved:

A full refund for all unauthorized "purchased content" charges over the past 18 months.

A permanent and irreversible block on all future third-party billing and direct carrier billing on my account.

A credit or refund for the entire period that my internet speeds have been unusable.

A permanent fix for the line speed to match the contracted speed, or a penalty-free cancellation of my contract.

Immediate and permanent removal of the negative listing from the credit bureau, which was placed unfairly.

Vodacom's actions are not just a service failure; they are a clear indication of a company that is unwilling to provide the service it charges for and is quick to resort to aggressive, and possibly ********, tactics to strong-arm a customer. If my issues are not resolved, I will escalate my formal complaint to ICASA and the Credit Ombud, who I am confident will find your company's behavior unacceptable and *******.