Very bad customer service

Dear Vodacom Customer Service,

I am writing to formally lodge a complaint regarding the poor service I received at your Vodacom City View Centre store in Durban, as well as the ongoing challenges I’ve faced in trying to resolve the issue.

On Friday, 23 May 2025, I visited the City View Centre store to apply for a new SIM-only contract. The staff member assisted me and handed me a SIM card. However, upon returning home, I discovered that the number on the documentation did not match the number the SIM card was using. After further investigation, I found out that the SIM card provided was not a contract SIM but a prepaid SIM.

As I was travelling back to Johannesburg the following day, I was unable to return to the store in person. On Tuesday, 27 May, I called Vodacom Customer Care to report the issue and to request a cancellation of the contract. I was informed by the cancellations department that I could not cancel the contract through them as it was still within the cooling-off period, and I was referred back to the store.

I called the store on Wednesday, 28 May, and provided my contact details. I was told that the consultant who assisted me would return my call. That did not happen. I followed up again on Friday, where I escalated the matter to the store manager. The manager finally got the original consultant to call me, but again I was told that he could not cancel the contract and that I needed to speak to the cancellations department.

This back-and-forth has been frustrating, time-consuming, and completely unacceptable. There has been no clear communication, no accountability, and no resolution. As a customer, I feel completely neglected and disrespected by a system that seems to be more focused on deflecting responsibility than assisting.

I request that this matter be resolved urgently, and that the contract be cancelled immediately, as it was incorrectly processed and falls within the cooling-off period. I also request written confirmation of the cancellation and that no charges be app**** to my account.

I hope to see this matter dealt with promptly and professionally