UNHAPPY VODACOM CUSTOMER

I am writing to formally lodge a complaint regarding my ongoing experience with Vodacom concerning the review of my three contracts.

Since August 2025, I have been contacted repeatedly by Vodacom agents who advised that my three contracts could be reviewed and adjusted in order for me to pay less. Acting in good faith, I engaged in this process and have since made numerous calls to Vodacom to follow up. I cannot accurately quantify the number of calls or hours spent on the phone, but it has been excessive and highly disruptive.

Despite my repeated efforts, the matter has not been resolved. On the contrary, at one stage my number was blocked by Vodacom due to the high volume of calls made in an attempt to obtain assistance. This is deeply concerning, as these calls were made solely to address an issue initiated by Vodacom itself.

To date, no clear resolution, revised contract terms, or meaningful feedback has been provided. The lack of accountability, inconsistent communication, and time wasted have caused significant frustration and inconvenience.

I was initially contacted by Vodacom agents to review my three contracts with the intention of reducing my monthly payments. Following numerous discussions with various consultants, I was explicitly promised that my account would be amended and that I would pay a total of R890 per month for all three contracts as compensation for the inconvenience caused. This amendment, however, has never been implemented.

Given the ongoing delays, I repeatedly requested that Vodacom review the call recordings. After listening to these recordings with several consultants, Vodacom confirmed that the matter was indeed due to internal error and that it was Vodacom’s fault. I was assured that the issue would be resolved. Despite these confirmations, no resolution has been implemented to date.

I was subsequently advised by Customer Service to visit a Vodacom store to listen to the recordings. The store, however, redirected me back to Customer Care and advised me to contact ***, stating that they were best suited to assist. Since Monday, I have contacted this number multiple times and have repeatedly been promised a call back, none of which have materialised.

The level of service I have received is unacceptable. I have spent countless hours on calls attempting to resolve an issue initiated by Vodacom, only to be passed from department to department with no accountability. While I recently spoke to a Team Leader, Aushen, who made a genuine effort to assist, the overall handling of my case by other consultants has been extremely poor and has resulted in continued delays and frustration.

At this point, I have lost confidence in Vodacom’s ability to resolve this matter. I formally request:

Immediate implementation of the agreed amendment to my contracts, as promised

Written confirmation of the corrected monthly charge

A clear explanation for the continued failure to resolve this matter despite confirmed fault

I was initially contacted by Vodacom agents to review my three contracts with the intention of reducing my monthly payments. Following numerous discussions with various consultants, I was explicitly promised that my account would be amended and that I would pay a total of R890 per month for all three contracts as compensation for the inconvenience caused. This amendment, however, has never been implemented.

Given the ongoing delays, I repeatedly requested that Vodacom review the call recordings. After listening to these recordings with several consultants, Vodacom confirmed that the matter was indeed due to internal error and that it was Vodacom’s fault. I was assured that the issue would be resolved. Despite these confirmations, no resolution has been implemented to date.

I was subsequently advised by Customer Service to visit a Vodacom store to listen to the recordings. The store, however, redirected me back to Customer Care and advised me to contact ***, stating that they were best suited to assist. Since Monday, I have contacted this number multiple times and have repeatedly been promised a call back, none of which have materialised.

The level of service I have received is unacceptable. I have spent countless hours on calls attempting to resolve an issue initiated by Vodacom, only to be passed from department to department with no accountability. While I recently spoke to a Team Leader, Aushen, who made a genuine effort to assist, the overall handling of my case by other consultants has been extremely poor and has resulted in continued delays and frustration.

I respectfully request:

A full review of my three contracts as originally promised

Clear written confirmation of the outcome of this review

An explanation as to why my number was blocked while seeking assistance

Prompt resolution of this matter within a reasonable timeframe

Should this issue remain unresolved, I will have no option but to escalate the matter further.

I trust that Vodacom will treat this complaint with the seriousness it deserves. I look forward to your written response.