Bad service from Vodacom

I am writing to formally lodge an urgent complaint regarding a failed contract cancellation, an unfulfilled refund promise, and severe neglect from your customer support and cancellation management teams.

Summary of the Issue

May 2026: I requested the cancellation of my Vodacom contract. Due to an admitted failure by Vodacom staff, this cancellation was never processed.

June/July 2026: I spent two months disputing the ongoing charges. Despite numerous unfulfilled promises of callbacks and a complete lack of staff accountability, Vodacom eventually admitted to the internal error and committed to a full refund.

July 2026: My refund request was transferred to a third-party contractor handling Vodacom’s financial processing. I submitted all requested documentation, and I was assured in writing/verbally that the funds would be cleared within 3 to 5 business days.

Present: It has now been over 35 days since that commitment, and the refund has still not been processed.

If this matter is not resolved, I will escalate this complaint directly to the Independent Communications Authority of South Africa (ICASA) and the National Consumer Commission (NCC) for investigation into unfair billing practices and breach of service agreements.