Vodacom Canal Walk Complaint

I am disgusted by the xtremely poor after-sales service I have experienced following the signing of my recent contract, as well as the unprofessional conduct of one of their supervisory staff members.

From the outset, my experience with Vodacom has been both frustrating and disappointing. It has become evident that the company prioritises sales over customer satisfaction or service delivery.

Shortly after the contract was signed, one of the two phones provided under the agreement was found to have a technical defect. I immediately returned the defective device and had to continuously follow up before finally receiving a replacement.

Upon collecting the replacement device, I opted to take out comprehensive insurance for both phones. I was assisted by a sales consultant named Jaden, who clearly informed me that the first month of insurance (October) would be free of charge and that no deductions would be made.

However, to my dismay, two debit orders were deducted by Vodacom from my account on the 15 October 2025. When I contacted the store, I was informed that Jaden was not available. Another staff member was unable to explain the deductions, so I requested to speak with the supervisor, whose name is Zahier (spelling uncertain).

Unfortunately, my interaction with the supervisor was highly unprofessional and unsatisfactory. Instead of addressing my concern with clarity or competence, he improvised incorrect explanations, insisting that the deductions were pro rata charges, despite my referencing and quoting the actual contract figures. Only after I challenged him repeatedly did he realise that he was unable to justify his statements or provide a valid reason for the debit orders.

I requested that he investigate the issue and return my call with a proper explanation before the close of business, as I am seeking the immediate reversal of the incorrect charges. To date, I have not received any feedback or follow-up communication, which reflects extremely poor customer care and a lack of accountability.

This entire experience—from the defective device to the billing errors and the unprofessional conduct of Vodacom’s staff—has left me deeply dissatisfied and frustrated. I believe this treatment violates my rights as a consumer and fails to meet acceptable service standards. Eventually Jaden contacted me and arranged a refund to my debit order that was done in error (this was done from his personal bank account) without obtaining my permission if he could access my banking details from his work (vodacom's systems) to use on his personal banking profile. How unprofessional? Is this not a POPIA breach?...

I now noticed on my November state for the insurance I am once again being billed insurance for October, whilst I was promised I only start paying November for November (October Free).

Vodacom Canal Walk Customer Service is Pathetic to say the least.