Bad experience with Vodacom Fibre – unfair billing after contract expiry

Bad experience with Vodacom Fibre – unfair billing after contract expiry

I had a 12-month fibre contract with Vodacom. Months before the contract expired, I contacted Vodacom and clearly informed their agent that I do not want to extend the contract or move to month-to-month once the 12 months end. The agent acknowledged this.

When the 12-month contract expired, I proceeded to order fibre through Vumatel, believing everything with Vodacom had ended as requested.

To my surprise, a month after the contract had already expired, Vodacom billed me again. I immediately contacted Vodacom to query this, explaining that:

The 12-month contract had ended

I had already instructed their agent before expiry not to extend or go month-to-month

I was told the matter would be investigated. No feedback was ever provided.

Only after I escalated the issue on HelloPeter did Vodacom respond — and now, years later, I am being asked to pay for charges that resulted from Vodacom’s own internal error, where their agent failed to cancel the service as instructed and instead left it active, seemingly to push sales.

I find it extremely unfair and unprofessional to hold a customer liable for:

An agent’s failure to action a cancellation request

Lack of follow-up after promising an investigation

Delayed resolution that now spans years

I will not accept responsibility for an error that was clearly caused by Vodacom’s agent and poor internal processes. This experience has been frustrating, exhausting, and disappointing.