| Name of Complainant | |
| Date of Complaint | January 21, 2025 |
| Name(s) of companies complained against | Vodafone Egypt |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
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After more than one month of unstable internet service provided by Vodafone Egypt (very slow internet, and frequently interrupted service), and after providing many complains without any solution I went to Vodafone Egypt, Sohag Branch (Al Gomhouriya Street) to cancel my Home Internet Subscription on 20/01/2025, the date of monthly renewal payment. I was advised by Vodafone employee that I have a balance of EGP 72.57 in my account however, in case of cancelling my subscription with Vodafone, I will lose this amount. In addition to that I will have to pay EGP 30.00. When I asked the employee why I cannot get the money in my account back and what does the EGP 30.00 represent, she advised that I should call 2828 (Vodafone technical support) and the technical support would answer my inquiries. I called 2828 and Mrs Nourhan from the customer service, after telling her all the details that happened with the employee at the branch, she advised me that I cannot reach the technical support before paying the monthly subscription. Again I advised her that I need to cancel my subscription with Vodafone, she advised that this is the responsibility of the branch and the branch should transfer the outstanding balance to another Vodafone line and about the EGP 30.00 she advised that only the branch can tell me the details of this amount. Again, I advised her with the full conversation with the branch employee but she advised that she cannot do anything. I asked her to talk to her supervisor and she advised that someone would call me back in 1-3 hours. I went back to the branch and I requested to meet the branch manager, Mr Mohamed, who again advised that I will not be able to redeem the money in my account and the details of the EGP 30.00 do not appear on the branch system. I asked him under what rights would Vodafone take the EGP 72.57 outstanding in my account he advised that this is the process of Vodafone. I advised him that I did not sign anything upon contracting with Vodafone that waives my rights in any outstanding balances if I wanted to cancel by subscription. Again, in vain. He advised that the only way was to pay the difference between the monthly subscription and the outstanding amount and renew the internet service for one more month and then cancel by the end of February 2025. I received a call from (0888) and someone represented himself as Mr. Mohamed form the subscriptions department and he just confirmed that I will not be able to take by balance back and even their department cannot advise on the details of EGP 30.00 that I should pay upon cancelling my subscription.
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