******** upgrade

On 18 April 2026 I contacted Vodacom to cancel a contract. I was informed that I would have to pay an early cancellation fee, because I upgraded the contract in July 2025, which I dispute. I informed the consultant that I did not upgrade the contract, and put Vodacom to the proof thereof. I asked to be provided with proof of a written authorisation or the voice recording where I approved the upgrade. I was informed that the matter would be investigated and that I would receive a response with 3-4 working days. I did not receive any feedback from Vodacom.

On 12 May 2026 I sent Vodacom an email to follow up on my dispute, and once again asked for proof that an upgrade was authorised by me. On the same day I received a response in which Vodacom informed me that “According to the service request logged on the18th of April (SR number: 5 ***), it has been confirmed that you agreed to the upgrade.” However, they did not indicate how they confirmed it, nor did they provide me with the proof I asked for. The email stated further “Please note that the call recording is linked to your account. You may visit your nearest Vodacom shop if you would like to access and review the recording.” I proceeded to visit the Vodashop in Menlyn, Pretoria on Friday, 15 May 2026 and I was allowed to listen to the recording, which is about 25 minutes long. At no point during the conversation that was recorded did I authorize Vodacom to upgrade the number in question. I asked to be given a copy of the recording, but my request was denied. With the assistance of the consultant I once again lodged a telephonic dispute with Vodacom, and was told they would revert to me in 3-4 working days, which they did not do. On 20 May 2026 I phoned Vodacom (082135). After explaining my dispute I was told to call “After Sales” at ***, which I did. After explaining my dispute I was told to call 082135 again (cancellations). I informed the consultant that she was merely referring me back to the same department that had just referred me to her. I asked for the contact details of the Vodacom department that is responsible for customer dispute resolutions. She indicated that there is no such avenue available for customers. While on the phone with her she accessed the recording concerned, and gave me an undertaking that she would listen to the recording and revert to me before close of business on the same day. I asked her for a copy of the recording and she responded that I am not entitled to it. I asked if that meant that I would have to bring a request in terms of the Promotion of Access to Information Act, 2000 and she responded “yes”. I have not heard from her or anyone from Vodacom since. In the meantime I am continuing to pay Vodacom monthly for services I did not authorize. I have been a Vodacom customer for more than 25 years, and have numerous contracts with them. Is this a reflection of how they value their customers? Vodacom characterizes themselves as “market leaders”, yet seem to have lost touch with how they got there, which is ultimately as a result of the support of their loyal customers.