Vodacom- Eikestad

I am writing to formally complain about the unsatisfactory service I have received from Vodacom Eikestad about a home internet contract.

I visited your branch on multiple occasions regarding the same issue. I specifically requested a plug-and-play internet solution as I am renting a flat and cannot make any structural alterations. On my first visit, I was assisted by Ms. Stephanie Adams, who assured me that everything was in order and that my router would be delivered within the following week.

However, upon delivery, I was told by the installation team that they needed to drill holes to lay cables, which completely contradicted what I had asked for. Confused and frustrated, I returned to the store the next day to follow up. Ms. Adams was not on duty, but Mr. Ricardo assisted me instead. He immediately understood what I was requesting and quickly rectified the situation. Two days later, he called to confirm that the correct router had arrived and I could collect it. I collected the device, signed the paperwork for a 100 Mbps package at R551/month, and opted to insure the router.

Unfortunately, my experience continued to deteriorate. The internet connection has been consistently poor — with frequent disconnections, very slow speeds (averaging between 10–14 Mbps), and long delays in sending emails or streaming content. My home security camera regularly showed as offline, and my smart TV struggled to load.

Despite several attempts to resolve the issue in-store and over the phone, I received no meaningful follow-up. I was even asked for my contact number, yet no one ever got back to me. On top of this, my monthly charges increased from R551 to R607 without a clear explanation. To top it off, I had to make alternative arrangements to have internet at home. I am a student and I had assignments that needed to be submitted, and they still need to be submitted. I had to borrow my boyfriend's router, who has a Telkom contract, a network that had better connection than Vodacom. At times, I have to pay my landlord to use their wifi. Everyone benefited from me except me, who will carry the cost for the inconvenience I had to endure since I took the router contract out.

Eventually, I contacted the Vodacom Cancellations Department on Friday to request termination of the contract. I was informed that I would be liable for an early settlement fee — which I find wholly unfair, given that I have consistently paid for a service I could not properly use through no fault of my own.

This level of service is unacceptable, particularly from a brand like Vodacom that claims to value its customers. I hereby request that this matter be investigated and that I receive written confirmation of what steps will be taken to resolve it — including waiving any early cancellation penalties.

Please treat this complaint with urgency. I trust that Vodacom Eikestad will respond appropriately and take steps to restore my confidence in your service.

Yours faithfully Elsonia