Vodacom's Poor Service

Formal Complaint Regarding LTE Service Performance and Lack of Resolution – Case CINC*** To Whom It May Concern, I am writing to formally lodge a complaint regarding the Vodacom Business LTE package I subscribed to for my home use. Initially, the service worked well, but since last month, I have experienced persistent issues with internet connectivity—particularly in the evenings and on weekends. The connection is either completely unavailable or extremely slow, making it impossible to use the internet reliably. Despite numerous complaints and reference numbers, including CINC*** and CINC***, the issue remains unresolved. I was informed that my case was assigned to Boinelo Charmaine Gabotlhaelwe, and that I would receive a call today. Unfortunately, no one contacted me, and the promised follow-up has not occurred. This situation has forced me to purchase additional mobile data for myself and my family, even though I am already paying for a service that is not functioning as advertised. I find this unacceptable and indicative of poor customer service. It appears that once the contract is signed, the priority shifts away from service delivery to mere sales fulfillment. I am requesting the following:

Immediate resolution of the connectivity issues. Clear communication and follow-up from a responsible agent. Consideration for cancellation of the contract without penalty if Vodacom cannot deliver the promised service.

I trust that Vodacom values its customers and will take this matter seriously. I expect a response within 7 working days, failing which I will escalate the matter to the relevant consumer protection authorities.

Nkululeko Billie