Unauthorised Upgrade/Migration of My Account

Dear Vodacom Customer Care

I am writing to formally express my frustration and dissatisfaction regarding an unauthorised upgrade/migration on my Vodacom account.

Yesterday, I unfortunately misplaced my Vodacom router, which I primarily use for work purposes. This morning, I went to a Vodacom store to enquire about my options and find out how I could remedy the situation.

While assisting me, the consultant checked my account and informed me that the account associated with my router was pending an upgrade/migration. I was extremely shocked by this because I never requested, authorised or consented to any upgrade or migration on my account. The consultant advised me that the only way to cancel the pending upgrade was to contact Vodacom directly. I therefore called Vodacom and requested that the upgrade be cancelled.

I was also informed that the person who processed the upgrade/migration was identified as MTHEB006. I have no knowledge of this person and, more importantly, I did not give this person or anyone else permission to make changes to my account.

I am extremely frustrated that I have had to deal with an unauthorised change to my account while I was simply trying to resolve an issue with my misplaced router. I find it completely unacceptable that an upgrade/migration could be processed without my knowledge or consent.

I am not writing this complaint to tell Vodacom how to deal with the matter internally. What Vodacom chooses to do regarding the person responsible and its internal processes is entirely up to Vodacom. My concern as the customer is that my account must be restored to the position it was in before this unauthorised upgrade/migration was processed.

I therefore expect Vodacom to ensure that:

-My account is fully restored to its correct status. -The unauthorised upgrade/migration is completely cancelled. -I am not held liable for any charges, fees, penalties or contractual obligations arising from an upgrade that I did not request or authorise. -My account and billing are not negatively affected by this matter. -I receive written confirmation once my account has been fully restored.

I would appreciate confirmation that this complaint has been formally logged and that the necessary action will be taken to ensure that my account is restored.

I am extremely disappointed that this situation occurred in the first place, and I trust that Vodacom will resolve it promptly.