“Vodacom Misled Me, Overcharged Me for 22 Months, and Still No Refund!”

Dear Vodacom Customer Care,

I am writing to formally escalate a complaint regarding a misleading sales experience, continuous unauthorised billing, and Vodacom’s ongoing failure to resolve this matter despite my numerous attempts over almost two years.

I have been a loyal Vodacom customer since 2010. On 29 September 2023, I received a call from a Vodacom agent who informed me that I was being rewarded for my loyalty and would receive a free router as a gift. During this call, I repeatedly stated that I already had WiFi and could not afford another router or any additional services. The agent assured me multiple times that the device was completely free, with no costs, and was simply part of a customer reward.

Based on this assurance, I accepted the device.

However, on 29 December 2023, an amount of R346.53 was debited from my account. I immediately went to a Vodacom store and was given a number to call. On 04 January 2024, I contacted ‪***‬ and was promised that the call recording would be reviewed, the matter would be investigated, and the router would be collected. None of this was ever done.

In June 2024, I called again and received the same promises with no follow-up.

On 14 November 2024 (a 27-minute 49-second call), I contacted Vodacom once more. Again, no action was taken and the unauthorised debits continued. I must emphasise that I have never used the router, never activated it, and never connected it.

Below is the full list of all attempts I have made to resolve this issue: 04/01/24, June/July 2024, 14/11/24, 30/06/25, 06/08/25, 25/09/25, 03/10/25, 13/10/25, 22/10/25, 27/10/25, 06/11/25, 14/11/25, 15/11/25 (called while inside the store), 17/11/25, 18/11/25, and 27/11/25.

Throughout 2025, I was repeatedly told that the call recording had been reviewed and the sale was confirmed to be misleading. I was assured that I would be refunded within 14 days (June 2025). When I followed up one month later, I was placed on a conference call where another agent confirmed that the refund process had started and would take 21 days. Again, nothing happened.

On 27 November 2025, when speaking to the Sales and Rewards Department, they acknowledged the mistake and confirmed that Vodacom had already refunded over R700 in July 2025. They further clarified that the remaining months (22 months of deductions) must still be refunded by Vodacom. However, Vodacom continues to refuse to pay the remaining balance, claiming that I “acknowledged the product” on the call recording. This contradicts the earlier confirmation that the sale was misleading.

When I visited the Vodacom store, I was told the recording was not there—despite being repeatedly promised that it had been sent to the store. It appears that whoever reviewed the recording only heard what they wanted to hear. My trust in Vodacom has been severely damaged by this inconsistency.

I was also moved from one department to another—After-Sales, Cancellations, Disputes—without any actual progress or feedback. On 22 October 2025, an agent even tried to offer me a cellphone instead of dealing with the refund. I declined. I said I can only consider a laptop because I'm due for upgrade in January 2026

On 06 November 2025, I was suddenly told that no refund would be issued because I “acknowledged the product,” directly contradicting the June 2025 findings that the sale was misleading. I requested to listen to the recording and was told it would be sent to the nearest store—yet again, nothing was done.

I now ask Vodacom the following:

After so many escalations and confirmations that the sale was misleading, why was I still billed every month for a device I never used?

Why was I told in June 2025 that the sale was misleading and that I would be refunded, only to be told the opposite in November 2025?

This experience has been exhausting, unfair, and completely unacceptable. I have been billed under false pretences and misled multiple times by Vodacom’s own departments.

I hereby demand the following:

A full refund of all amounts debited since December 2023.

An urgent and transparent explanation for the inconsistent feedback.

Proof of the call recording, including the section where Vodacom claims I “acknowledged the product.”

If this matter is not resolved urgently and satisfactorily, I will have no choice but to escalate this matter to the Consumer Protection Act, the Ombud, and other consumer-rights platforms. I will also reconsider renewing or upgrading any Vodacom services and may move to another provider.

I request urgent attention and resolution.