URGENT REQUEST FOR CONTRACT REVERSAL - 3-MONTH DELAY

Vodacom,

I am writing to express my extreme frustration with the unresolved issues regarding my Vodacom contract and the lack of resolution despite repeated attempts to reverse the upgrade.

On 30 August 2024, I received a phone call from Vodacom offering an upgrade to my existing 20GB open line contract to a 100GB data contract. During this call, it was never disclosed that this would become a data-only WiFi package, rendering me unable to make any phone calls. Had this information been communicated upfront, I would have declined the offer.

From 01 October 2024, I have been unable to make any phone calls or contact anyone using this number, which has been my primary work number for the past two years. A WiFi router was delivered to my work address, which I returned, and it was collected by Vodacom on 15 October 2024.

On 01 October 2024, I visited a Vodacom store, where I was advised to request a contract reversal and was provided with the customer care number (082 178 44). I called this number on the same day, followed by several other calls to 082 195 9, to request the reversal. I was repeatedly assured that the reversal would take place within 30 days, but here we are, 3 months later, and no action has been taken.

To date, I have made the following calls to follow up on this matter:

01/10/2024: Initial request for reversal [quote no. ***] & order number [***] 02/10/2024 13:26: Follow-up call requesting the reversal again. 01/11/2024 13:27 (17 min) 04/11/2024 13:43 (7 min) 07/11/2024 13:37 (8 min) 11/12/2024 (28 min) 12/12/2024 (33 min) Despite these efforts, no reversal has been processed. When I visited a Vodacom store again on 24 December 2024, I was informed that no changes have been made in the system, except for a "migration" of the contract (which goes along with a fee of R4000.00) - which is absolutely unacceptable and same time the cancellation of the migration. This is the only feedback linked to my profile.

Additionally, I have repeatedly requested the recording of the original sales call, but to this day, I have not received it or even been provided with a reference number for my requests. This lack of transparency and follow-through is deeply frustrating.

This situation is untenable. My work depends on having a reliable open line contract, which I specifically maintained to avoid airtime or phone call issues. I do not wish to migrate to a new package and do not wish to continue with a data only contract. I simply want my original contract—20GB open line contract—to be reinstated immediately. I was promised 3 times (every single time after a month I was assured it would be reversed within the next 30 days).

I formally request Vodacom to: • Reinstate my original 20GB open line contract as per my repeated requests. • Provide the recording of the sales call where this upgrade was misrepresented (Date: 30 August 2024 10:07 there after 2 more incoming calls the same day). • Ensure this issue is resolved without further delays or additional costs to me.

This level of service is unacceptable for a loyal Vodacom customer. I trust Vodacom will act swiftly to resolve this matter.