Extremely Poor Service

I am writing to lodge a formal complaint regarding the poor service I have received from your call centre and support channels concerning my recent request to upgrade my Africa Vuma WiFi package.

On the 26/07/2025 , I contacted your customer service department to request an upgrade. I was informed by the agent I spoke to that I would receive a new Easypay number linked to the upgraded package before the close of business that same day. Unfortunately, that commitment was not honoured, and to date, I have still not received the number.

As a result of this delay, I was unable to access the internet for the entire day, which significantly disrupted my work and prevented me from completing important academic assignments. I followed up again this morning, and once more I was promised that the new Easypay number would be sent to my email within 20 minutes. Over three hours have now passed, and I have yet to receive any communication.

In addition to these unmet promises, my experience with your customer service has been extremely frustrating. My calls are either disconnected, transferred multiple times without resolution, or simply left unanswered. The WhatsApp support service is equally ineffective, as I am repeatedly transferred from one agent to another, none of whom offer any meaningful assistance.

This level of service is wholly unacceptable. I am currently unable to work or perform basic online tasks due to the lack of internet connectivity, and this has caused major inconvenience and unproductivity.

Regrettably, based on my experience, I can no longer recommend Vuma to anyone. The service has proven to be unreliable and inefficient, and I now deeply regret choosing your network provider.

I request that this matter be escalated urgently and resolved without any further delay. I expect a formal response and a resolution to be provided as soon as possible.

Yours sincerely, Tshepo Sediane *** ***