upgrade delay and incorrect billing

I am writing to formally express my dissatisfaction with the service I have received from Vodacom Online.

In September 2025, I upgraded my line and was informed that the upgrade would take effect the following month. However, the month came and went, and I still did not receive the upgraded line as requested. I only received the router, while the line itself was never activated.

This month, I received my bill and was charged **R500 for a 10MB line**, which is incorrect and unacceptable, considering the upgrade was never completed.

On **3 December 2025**, I contacted your support centre and spoke to Navreen, who advised that I would receive feedback within five working days. She further instructed that if I did not hear back, I should call her again on **12 December 2025**. When I phoned on that date, I was informed that she was off duty. I then spoke to Lerato, to whom I had to explain the entire situation again. She confirmed that she had emailed the upgrade department and that I would need to wait an additional five working days.

This repeated delay, lack of follow-up, and unresolved billing issue are unacceptable. I request that this matter be escalated urgently. Please correct the billing, activate the upgrade as originally requested, and provide written confirmation of the actions taken.

I look forward to your prompt response.

Kind regards, Marietjie hefer ***