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Unresolved Router Cancellation & Dispute Charges
Formal Complaint: Unresolved Router Cancellation & Disputed Charges Account/Reference Number: IA028002 Subject: Urgent Dispute of R1716.10 Balance – Unused Equipment & Negligence by Staff To the Vodacom Billing and Management Team, I am writing this message to express my extreme disappointment and formal grievance regarding an ongoing issue with a TP-Link router purchased on 16 October 2024. Despite my immediate and repeated efforts to cancel this contract and return the device, I am being billed R1716.10 for a service I have never used. I would like to highlight the following points of failure on Vodacom's part: * Failure to Collect: In October 2024, I raised a complaint with your representative, Lebohang Khahleli, who explicitly instructed me that he would come to fetch the router. To date, no collection has occurred. * Zero Usage: I have not used even 1 byte of data on this router. It has remained packaged and unused since the day of purchase. * Ignored Requests: I have visited the physical store and sent several emails requesting the cancellation of this contract. All these requests have been ignored, while the "debt" continues to climb. It is unacceptable that I am being charged what effectively feels like a "storage fee" for equipment your team promised to retrieve months ago. I am not responsible for the administrative negligence of your staff or the failure of your collection process. I am demanding the following: * The immediate reversal and waiver of the R1716.10 balance. * The formal cancellation of the contract associated with this router. * A confirmed date and time for the collection of the device. Please resolve this matter within 48 hours to avoid further escalation to the ICASA or the National Consumer Commission (NCC). Regards, Mosankane Annah My contact details ***
Subject: URGENT – Repeated Failure to Contact ***
To the Vodacom Management Team,
I am writing to express my extreme disappointment and absolute loss of confidence in your customer service.
On 27 February, I was explicitly promised that a consultant would contact me to resolve the ongoing dispute regarding my unused router and the unjust balance of R1716.10. It has now been several days, and I have received zero communication from your team.
This silence is not just unprofessional; it is a clear indication of negligence. While your "debt" continues to climb on an account I have repeatedly tried to cancel, your team cannot even fulfill a simple commitment to pick up the phone.
The Current Situation:
* Broken Promise: I was told a consultant would call me on/after Feb 27th. No call was made.
* Intentional Delay: It appears Vodacom is intentionally delaying this resolution while continuing to bill me for equipment that was supposed to be collected in October 2024.
* Total Negligence: I have done my part. I have visited stores, sent emails, and waited for calls that never come.
Final Demand:
I will no longer be "waiting" for a consultant. I am demanding the following by close of business tomorrow:
* Written confirmation of the full reversal of the R1716.10 balance.
* Written confirmation that the contract has been terminated.
* A specific time slot for the courier to collect the unused device.
Be advised: Since your internal "callback" system has failed, I am now escalating this matter directly to the ICASA and the Consumer Goods and Services Ombud (CGSO). I will include the fact that your team failed to honor the promised contact date of February 27th as further evidence of poor service delivery.
Regards,
Mosankane Anna
***
Subject: URGENT – Repeated Failure to Contact ***
To the Vodacom Management Team,
I am writing to express my extreme disappointment and absolute loss of confidence in your customer service.
On 27 February, I was explicitly promised that a consultant would contact me to resolve the ongoing dispute regarding my unused router and the unjust balance of R1716.10. It has now been several days, and I have received zero communication from your team.
This silence is not just unprofessional; it is a clear indication of negligence. While your "debt" continues to climb on an account I have repeatedly tried to cancel, your team cannot even fulfill a simple commitment to pick up the phone.
The Current Situation:
* Broken Promise: I was told a consultant would call me on/after Feb 27th. No call was made.
* Intentional Delay: It appears Vodacom is intentionally delaying this resolution while continuing to bill me for equipment that was supposed to be collected in October 2024.
* Total Negligence: I have done my part. I have visited stores, sent emails, and waited for calls that never come.
Final Demand:
I will no longer be "waiting" for a consultant. I am demanding the following by close of business tomorrow:
* Written confirmation of the full reversal of the R1716.10 balance.
* Written confirmation that the contract has been terminated.
* A specific time slot for the courier to collect the unused device.
Be advised: Since your internal "callback" system has failed, I am now escalating this matter directly to the ICASA and the Consumer Goods and Services Ombud (CGSO). I will include the fact that your team failed to honor the promised contact date of February 27th as further evidence of poor service delivery.
Regards,
Mosankane Anna
***