Urgent Complaint – Misleading Information on Smart Watch Device Contracts

Dear Vodacom Customer Service,

I visited the Fourways Vodacom store in January to apply for two Huawei smart watch devices. During my visit, I clearly explained to the consultant that both my and my wife's smar****ches had been damaged in December due to exposure to salt water, and I could not afford to replace them upfront. My expectation was to pay these off over a reasonable timeframes.

Themba, the consultant assured me that taking these devices on contract would not impact my ability to:

1. Upgrade my 082-number contract when due. 2. Cancel my Tab contract in June without any issues.

He explicitly stated that these devices were added to the lines and not to the contract packages, and he did not mention that they would need to be fully settled when the contract ended.

However, when I recently attempted to take advantage of an offer for two Honor 200 Lite devices, I was shocked to learn that I would need to pay approximately R700 upfront to proceed with the upgrade. If I chose not to upgrade, this amount would still be debited this month due to the structure of the contract relating to the one smart watch device. This was never explained to me at the time of application.

When Hilton from Broadacres Chatz Cellular contacted the consultant, Themba, he dismissed the issue as a "misunderstanding" and ended the call without any concern or remorse. This is unacceptable. Our initial conversation was not lengthy or complicated, yet this critical detail was conveniently omitted.

I now find myself financially impacted due to what appears to be either a deliberate misrepresentation to close a sale or a serious training gap.

This has resulted in: • Financial strain at a time when affordability is a major concern for many people. • Complications with my contract upgrade. • Unnecessary inconvenience due to misinformation.

Given this situation, I expect Vodacom to take immediate corrective action to resolve this issue. Please provide a clear resolution regarding the additional charges and the impact on my contract. I look forward to your urgent response. Please, I don’t want a call from Themba, I have zero trust and faith in him.

Sincerely, Ranvir Mahadew *** (Contract number as well)