URGENT: Severe Business Disruption & Unacceptable Service – ***-503601 / ***9

I am writing to formally log an extreme complaint regarding ongoing, unresolved service failures tied to reference number SR*** ***9

As a commission-based business owner, reliable internet connectivity is critical to my livelihood. Due to this prolonged outage, I have already lost two full days of work and income. Yesterday, I spent the entire day on the phone with your support desk, speaking to eight different agents, all of whom provided conflicting answers, excuses, and zero resolutions.

To add insult to injury, I was told the issue is suddenly my Nokia router, and that it can only be escalated on Monday with a replacement potentially arriving by the end of next week—if I am "lucky."

Furthermore, I spoke with Sophie Nthebe this morning, whose customer service was entirely unacceptable, unhelpful, and dismissive.

Let me be entirely clear : I spend R8,000 per month with Vodacom on my account. If this amount is treated as "pocket change" and my business is valued this poorly, I will gladly take my high-value account to one of your competitors.

The level of incompetence, buck-passing, and lack of urgency displayed by your team is appalling.

What I require immediately : An urgent escalation of this router issue today, waiting until next week for a resolution is completely unacceptable.

A definitive plan and timeline for an immediate replacement or technician dispatch.

A credit adjustment on my next bill to compensate for the days of lost service and income caused by Vodacom's failure.

I expect a prompt response from a senior manager who actually has the authority to resolve this today.