1 reviews | Active since Sept 2024
Vodacom
To: Vodacom South Africa and the MG Group From: Eben Dowd Contact: *** | *** Date: 26 May 2025
Subject: Formal Complaint Regarding Ongoing WiFi Service Issues
Dear Vodacom and MG Group,
I am writing to formally lodge a complaint regarding the persistent failure of the WiFi service added to my Vodacom contract, as well as the unresponsiveness and lack of resolution from both Vodacom representatives and MG Group associates.
As a loyal Vodacom customer since the company’s inception in South Africa, I recently took out a new contract which included a WiFi system and the use of WiFi at a cost of over R1000 per month. Since installation, the WiFi signal has been completely unsatisfactory – I am unable to access the internet or social media at all.
On 16 January 2025, Vodacom sent a technician, Mr. Jan Maritz, to install an outside WiFi booster. He provided his number ***) and asked me to contact him if problems persisted. I attempted to call him the same day, without success. I sent multiple WhatsApp messages which he never read. Recently, all my messages and calls to him were deleted, making it impossible to track the full communication history.
On 11 February 2025, after another complaint, Vodacom gave me the contact number of the area supervisor, Mr. Sibu ***). Two inspectors were subsequently sent to my residence. Mr. Crane Klassie was unable to find a usable WiFi signal, and on 13 March 2025, Mr. Toba also failed to detect a strong enough signal, even after trying with two different mobile devices.
I filed another complaint with Vodacom on 13 March 2025 and received reference number ICON***. Mr. Sibu then referred me to Mr. Justice Mahada Gcwensa of the MG Group ***). While I initially reached him once, he has since failed to respond to calls or WhatsApp messages.
In the meantime, I continue to pay the full WiFi fee each month, despite having no functional service. This situation is unacceptable and deeply frustrating.
I request that Vodacom and the MG Group take immediate and decisive action to resolve this issue. I expect either a fully functional WiFi service installed and tested at my location or a complete refund for the non-delivered service since inception.
Please treat this matter as urgent and confirm receipt of this complaint. I look forward to a prompt resolution.
Kind regards, Eben Dowd *** ***
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team
Good day.
I am writing to express my deep concern and frustration regarding the ongoing issue with our WiFi service and the related refund. Despite numerous attempts over the past few months to resolve this matter, the situation remains unresolved.
Yesterday and today, a Vodacom agent contacted my wife regarding this issue. I would like to make it clear that my wife has not been involved in any part of this discussion from the start. It is both inappropriate and confusing that your team would contact her instead of dealing directly with me.
Furthermore, the agent informed her that someone will be sent to our residence to remove the WiFi booster that Vodacom installed. He also stated that we must personally contact the credit department to claim the refund. This is unacceptable.
Let me be absolutely clear:
No one is to touch or remove the booster until the refund for the WiFi charges has been properly processed and this issue is fully resolved. We have been loyal Vodacom customers since your entry into South Africa, and this level of service and miscommunication is completely unacceptable.
If this matter is not resolved immediately and to our satisfaction, I will have no choice but to escalate it publicly on Hello Peter and other consumer platforms to highlight the way Vodacom treats long-standing customers.
I ask that you please come back to me as a matter of urgency with a clear update on the following:
The status of the refund process.
Why my wife was contacted instead of me.
A commitment that no equipment will be removed until this dispute is settled.
I expect your response soonest.
Kind regards,
Eben Dowd
***
Good day.
I am writing to express my deep concern and frustration regarding the ongoing issue with our WiFi service and the related refund. Despite numerous attempts over the past few months to resolve this matter, the situation remains unresolved.
Yesterday and today, a Vodacom agent contacted my wife regarding this issue. I would like to make it clear that my wife has not been involved in any part of this discussion from the start. It is both inappropriate and confusing that your team would contact her instead of dealing directly with me.
Furthermore, the agent informed her that someone will be sent to our residence to remove the WiFi booster that Vodacom installed. He also stated that we must personally contact the credit department to claim the refund. This is unacceptable.
Let me be absolutely clear:
No one is to touch or remove the booster until the refund for the WiFi charges has been properly processed and this issue is fully resolved. We have been loyal Vodacom customers since your entry into South Africa, and this level of service and miscommunication is completely unacceptable.
If this matter is not resolved immediately and to our satisfaction, I will have no choice but to escalate it publicly on Hello Peter and other consumer platforms to highlight the way Vodacom treats long-standing customers.
I ask that you please come back to me as a matter of urgency with a clear update on the following:
The status of the refund process.
Why my wife was contacted instead of me.
A commitment that no equipment will be removed until this dispute is settled.
I expect your response soonest.
Kind regards,
Eben Dowd
***