Vodacom complaint

I am writing to lodge a formal complaint regarding a handset upgrade process that has been handled incorrectly and remains unresolved.

On 8 April 2026, I was contacted by a sales consultant from RewardsCo, identified as Sean (User Number: PILLN017). During this interaction, I was offered the following deal:

Device: Apple iPhone 15 (Ice White) Storage: 512GB Contract Term: 36 months Monthly Cost: R593 Benefits: 6GB data and 250 minutes to any network I was advised that a quotation would be emailed to me; however, I never received this email.

On 9 April 2026, I received an SMS stating that the device was out of stock. Subsequently, on 14 April 2026, I was informed that the device would be delivered.

On 16 April 2026, a completely incorrect device was delivered. The details of the delivered contract were as follows:

Device: Apple iPhone 16 (Black) Storage: 128GB Contract Term: 48 months Monthly Cost: Over R600 Benefits: 3GB data (call minutes unclear) This was not the device or contract agreed upon. The reference number for this delivery/query is K***.

I then arranged for the collection of the incorrect device. Key interactions are as follows:

20 April 2026: Spoke to Vodacom consultant Masabata and escalated the issue at 09:00 with Mihle. I was advised that an after-sales consultant would contact me, which has not occurred. 23 April 2026: Device collected by Sky Couriers (Waybill/Collection Number: ***). 29 April 2026 at 09:35: Followed up with consultant Sipho, who advised that I must wait for the device to be marked as returned. 4 May 2026: Spoke to Sanele shortly after 16:00 and requested cancellation of the upgrade due to lack of resolution. Reference number: ***. Despite all of the above, I have:

Not received any follow-up from an after-sales consultant Not received the correct device Been charged for a contract I did not agree to Had to spend considerable time resolving an error not of my making This situation is unacceptable.

I requested the following:

Immediate cancellation of the incorrect contract and reversal of any associated charges Confirmation that I will not be billed for a device I do not have That the original quoted deal be honoured as agreed on 8 April 2026 Formal feedback on how this matter will be resolved I also urged Vodacom to review its partnership processes with third-party sales agents to prevent similar incidents in future.