VODACOM UNPROFESSIONALISM AND LACK OF ACCOUNTABILITY

I am writing to lodge a formal complaint regarding the ongoing and unacceptable service I have received from Vodacom since December 2025. What was meant to be a simple contract cancellation has turned into a months long nightmare characterised by false information, lack of accountability, and complete failure to resolve my escalation requests. In December 2025, I contacted Vodacom to cancel my contract. Instead, I was put through to Lungile in the cancellations department, who persuaded me to renew with a WiFi contract. I made it clear to her that I am IT challenged, and I did not want any product that would require technical setup. She reassured me that the technicians delivering the router would connect everything for me and that nothing further would be required on my side. This was completely false. I later discovered that a SIM swap was required, something that had never been disclosed. When the router arrived in January 2026, I realised that I had been misled. I immediately contacted Vodacom on the same day I received the router and instructed that it be collected as I would not be using the product. I was still within the 14‑day cooling‑off period, and I was promised that collection would be prioritised. Today is 17 February 2026, and despite over ten calls and multiple escalations to Vodacom in the last two months, the router has still not been collected. Instead of resolving the issue, Vodacom has now started billing me for a service that I neither use nor want. When I most recently called, I was told to drop the router off at a Vodacom shop. Yesterday, I went to the Vodacom store at The Grove Mall, only to be informed that they cannot accept the router. They advised me to go to Midrand and “see if anyone can assist.” This is entirely unreasonable, and there is no guarantee that I will be helped there either. I am now expected to incur travel costs, on top of monthly charges for a product I do not use, simply because Vodacom refuses to handle its own mistake. Throughout this process, every time I ask to speak to a manager, I am told none are available. The lack of accountability and professionalism has reached a new low. Vodacom is quick to bill customers, yet refuses to resolve legitimate complaints or honour consumer rights.

I therefore demand the following immediate actions: 1. Cancellation of the WiFi contract in full, with no penalties. 2. Immediate cessation of all billing related to the WiFi contract. 3. Full reversal/refund of all charges already billed for this service. 4. Immediate collection of the unused router from my premises, as originally promised. 4. A written explanation addressing the misrepresentation by the agent and the repeated failure to resolve my escalations.

I am beyond livid and frustrated at this point. How is Vodacom still in business with this level of unprofessionalism?