3rd Complaint – Vodacom Ignoring Cooling-Off Cancellation & Billing Me R331.8 : Account N***-77

This is my third formal complaint regarding Vodacom’s failure to honour a cancellation request made within their own 14-day cooling-off period. 📌 Background: • On 13 May 2025, I was convinced by a Vodacom representative (Nonkomse) to upgrade to a new contract. • The phone was delivered on 15 May, and I immediately realised it was unaffordable and unnecessary. • On 19 May, I called Vodacom (spoke to Lavishni) to cancel the contract and number. She confirmed the cancellation and said I’d receive SMS/email confirmation and that the phone would be collected. • On 26 May, I followed up with Amanda, who confirmed I was still within the cooling-off period and that the phone would be collected. • On 31 May, I submitted my first HelloPeter complaint after receiving an SMS stating the upgrade was completed and extended to 2028. • On 7 July, I submitted a second HelloPeter complaint after being billed R162.87 and R169.00, despite the cancellation and return of the device (Order K*** on 11 June). • On 8 July at 17:35, I recorded a 10-minute, 57-second call with Zano, who promised to refund both June and July’s costs. She also said she would mark the matter as an urgent query and that I would receive a response by the end of that week. • On 8 July, I also received an email from *** stating that my number *** would be converted to prepaid from 31 July—but this is not what I requested. I asked for full cancellation. 📌 Current Status: • I’ve now been billed a total of R331.87 for a contract I cancelled within the legal cooling-off period on 19 May 2025. • I’ve received confirmation of cancellation only on 8 July for end of July, no refund, and no resolution. • I’ve tried calling *** repeatedly, but no one answers. • There is no email address available to escalate this further. 📌 My Demands: • Immediate cancellation of the number ***, as originally requested on 19 May and backdated to that date that I cancelled with regards to the cooling-off period. • Full reimbur*****t of the R331.87 deducted from my account. • Written confirmation via SMS or email that this matter has been resolved and no further deductions will occur. This is not just poor service—it borders on exploitation of elderly customers. I expect urgent action and accountability.