Vodacom

I am writing to formally lodge a complaint regarding an unresolved issue with two cell phone contracts I obtained through Vodacom Keywest. The agent assisting me, Thabiso, initially provided excellent service and worked diligently to complete the sale for two Business RED VIP contracts. However, I have encountered several significant issues since then that have yet to be resolved, despite my repeated attempts to address them over the past 24 months. Upon reviewing the contract details on the Vodacom app approximately one month after the contracts were activated, I discovered that the contract term was incorrectly set to 36 months instead of the agreed 24 months. This discrepancy was neither communicated to me nor authorized by me at the time of signing.

Since identifying the issue, I have: 1. Called, visited the store, and messaged Thabiso on numerous occasions, but the matter remains unresolved. 2. Contacted Vodacom Head Office, which redirected me to the Keywest store for resolution. 3. Spoken with several store managers, none of whom have been helpful or responsive to my concerns. 4. Requested a signed copy of the contract. I was provided an unsigned copy instead, and despite being asked to wait 21 working days for the retrieval of the signed document, no further communication has been received.

A new manager has acknowledged that a 24-month contract was generated but that a 36-month contract was submitted. This raises serious concerns regarding the integrity of the process, as I suspect ***** may have occurred. My Concerns: - The lack of communication and unresponsiveness from Vodacom Keywest. - The possibility of unauthorized alteration of the contract terms. - The failure to provide a signed copy of the contract after multiple requests. Desired Resolution: 1. Immediate resolution of the contract term issue, correcting it to the originally agreed 24 months. 2. A full investigation into the handling of my contracts and whether any *****ulent activity occurred. 3. A written apology for the distress and inconvenience caused by Vodacom’s failure to address this matter over the past 24 months. 4. Action to be taken agents the Vodacom Agent

Conclusion: I trust Vodacom will take this matter seriously and provide a prompt and satisfactory resolution. If this issue is not resolved within 14 days of receipt of this letter, I will have no choice but to escalate my complaint to the National Consumer Commission and other relevant regulatory authorities.