Unauthorised premium increase and poor customer service

Dear Vodacom Customer Service,

I am writing to formally lodge a complaint regarding an unexpected increase in my contract premiums from R99.00 to R106.00. I took up my contract towards the end of February 2024 with the clear understanding and agreement that my premiums would remain at R99.00.

On 7th and 9th May 2024, I sent emails querying this increase, but I have not received any response. I subsequently called your customer service and spoke to a consultant named Lizokiso, who was unable to assist me and did not even know what the Ombudsman is. Despite advising her to escalate the issue to a superior, no action was taken. I also spoke to another consultant who offered me an upgrade instead of addressing my concern, stating that nothing could be done about the premium increase.

I specifically emphasised during the initial contract call that my premiums should not increase under any circumstances. I was assured that there would be no changes. However, this increase was implemented without any prior communication or justification, and it is not reflected in my contract.

I am requesting the following: 1. Immediate reversion of my premium to R99.00 as initially agreed. 2. An explanation as to why this increase was app**** without my consent or notification. 3. Proper training for your customer service consultants to ensure they can provide accurate and helpful information, including knowledge of the Ombudsman process.

If these issues are not resolved promptly, I will have no choice but to escalate this matter to the Ombudsman. Please provide me with the necessary contact details for the Ombudsman if you are unable to resolve my complaint satisfactorily.

I expect a prompt and thorough resolution to this matter. Your current handling of this situation is highly disappointing and unprofessional.

Sincerely,

Mbali Matseke ***