Vodacom Red 18 Gig Unlimited – Undisclosed SMS Limits and Refusal to Refund

I am a longstanding Vodacom client and would like to formally raise a complaint regarding two of my Vodacom contracts that were upgraded in September to the Red 18 Gig Unlimited packages.

Historically, I have always subscribed to unlimited contracts, which included unlimited voice and SMS. A few weeks into the new contract term, I started receiving SMS notifications advising that I had reached my SMS limit. This was extremely concerning and unexpected, as I was under the understanding that Vodacom’s fair usage policy allowed up to 9,000 SMS per month.

I immediately raised this issue with the Vodacom branch where the upgrades were processed. I was advised that such a limit should not apply to my package and that a query would be logged. It was only later discovered that the Red 18 Gig package now has an SMS limit of only 150 SMS, a material change that the branch itself was never informed of.

As a result of this undisclosed limitation, I was charged significant out-of-bundle SMS costs on both lines:

*** • 01/11: R3,877.60 • 01/12: R4,431.35

*** • 01/11: R4,406.51 • 01/12: R4,487.36

Total out-of-bundle charges: R17,202.82 over two months.

Both the branch and I were unaware of this change to the package, and the branch made multiple attempts to have the charges corrected on my behalf. Due to the incorrect limitations on the Red 18 Gig package, we were eventually forced to reverse the upgrades and move to a larger, more expensive package simply to obtain the services that should reasonably have been included in the original 18 Gig “Unlimited” package. This has resulted in additional, ongoing costs to us.

I have since been informed that Vodacom is refusing to refund these charges, which I believe is both unfair and unreasonable. All previous unlimited packages I have held included unlimited SMS and voice, and at no point was I made aware — nor was the branch informed — that the Red 18 Gig package carried such a restrictive SMS limit.

This matter was formally escalated via email on 9 December 2025, and we received an acknowledgement with a reference number on 10 December 2025. Despite sending a follow-up, we have received no further feedback or resolution, and it has now been approximately eight weeks.

For reference, I have attached all service requests logged by the branch in their efforts to resolve this matter.

I respectfully request Vodacom’s intervention to:

* Refund the out-of-bundle charges incurred due to the undisclosed package limitation; and * Address the lack of transparency regarding material changes to so-called “Unlimited” packages.

This experience has caused significant inconvenience and financial impact, and I am concerned that other customers may be affected in the same way.

I look forward to Vodacom’s response and a fair resolution.