UNRESOLVED SERVICE ISSUES & MISLEADING INFORMATION

I am generally someone who does not enjoy complaining and seldom do so. In this case, however, I feel compelled to express my frustration with the unacceptable service I have received from Vodacom. In February 2024, I entered into a router contract at my local Vodacom4U store. At no point was I advised that the location where the router would be installed does not have LTE coverage.

The first debit order was processed on the wrong day, in breach of the terms of the agreement. I had to visit the store in person to rectify the error, which was eventually resolved. This was initially a mere inconvenience, but it later became part of a pattern of errors and ongoing issues with the company as a whole, and the store concerned.

I soon noticed that the download speed I was receiving was consistently around 5 Mbps, far below the promised 50 Mbps.

Upon contacting the store, I was asked to run three speed tests, which I did and provided the results: 2.44 Mbps, 2.55 Mbps, and 1.93 Mbps. I was informed that the issue was not related to the fair usage policy associated with the product or the incorrect placement of the router, but rather that there was no LTE coverage in the area where I live.

I was assured that the issue would be addressed, yet I never received any follow-up communication. It later transpired that the store had incorrectly registered my SIM card number as my personal contact number. As a result, the service provider was unable to reach me to resolve the issue.

I have spent countless hours with numerous agents explaining the same issue, only to receive inconsistent advice and promises of call-backs that never materialized. I now have several reference numbers for the same unresolved issue and we are in November 2024.

Vodacom is not only failing to fulfill its contractual obligations, but also neglecting its responsibility to uphold the customer service standards outlined in its own code of conduct. Complaints are not dealt with promptly, and customers are not treated fairly.

Where is the world-class customer experience you so often promote Vodacom?