Unauthorised Migration and incorrect billing

Dear Vodacom Customer Care,

I am writing to formally complain about the unacceptable service and billing issue I am currently experiencing.

On 22 January, I received a call from a Vodacom consultant who persuaded me to migrate my contract. I was explicitly assured that this migration would be done at no additional or hidden cost. Based on this assurance, I agreed to the migration.

To my shock, I subsequently received a bill for R4600.

Since then, I have spent hours on multiple phone calls with Vodacom consultants requesting that:

My contracts be reverted to their original plans, and

All migration-related charges be reversed.

On several occasions, I was assured that this had been resolved. However, it is now clear that no action was taken, and the issue remains unresolved.

This experience has been extremely frustrating and distressing. I do not accept responsibility for charges that were incurred as a result of misleading information provided by a Vodacom consultant.

I request immediate resolution of the following:

Reversal of all migration fees and incorrect charges

Confirmation that my lines have been restored to their original plans

A corrected bill reflecting these changes

If this matter is not resolved urgently, I will have no option but to escalate the complaint to Vodacom management and the relevant consumer protection bodies.

I expect a written response confirming resolution as soon as possible.

Yours sincerely, Zaakira Ismail