Being loyal to Vodacom does not count for anything.

I would like say how very disappointed I am in the way Vodacom has not managed to resolve a simple cancellation of a contract and unable to generate a refund for the premiums that was deducted based on their inability to cancel the contract even though I called within the cooling off period.

I was contacted by Vodacom or a subsidiary of Vodacom on the 08/02/2025 to explain that one of my contracts was using data out-of-bundle. I kept on telling the consultant, as long as my premium don't change, then I was happy with what she was trying to sell me. She confirmed that nothing ill change and everything will remain the same. I then picked up that a new contract was added to my profile with an additional premium which pushed up my original premium. I then contacted Vodacom on the 10th or 11/02/2025 to cancel the contract. The consultant then told me that I was well in my cooling off period and the cancellation should be okay. She put me through to cancellations and they guy on the call said it would be cancelled.

Obviously, when the debit order date came about, the full premium, including the new contract was deducted. I immediately called Vodacom to query why. I was told the reason for the debit order was because the new contract data was already allocated, which I was okay with. I then asked the consultant to please cancel the contract so that it does not get deducted again. The request was submitted and I was told that there is nothing more that I need to do. I kept checking the app and the contract was still visible and my premium still included the additional contract.

I then called on the 10/03/2025 and spoke Mpumolelo at 13:03 to query the status on the contract and he said that the contract is still active. I requested it to be cancelled AGAIN. He put me through to the *** number and I chatted to a Soraya who escalated it to Admin for a reversal and a refund of the premium that came off when I previously cancelled it in time. I was again told I do not have to do anything.

I received an SMS reminding me about my premium that is due which is including the additional contract. I called again on the 25/03/2025 and chatted to a Palesa who confirmed that the contract is still active. Palesa informed me that she requested a reversal of the contract and I need to wait 3 days for her to call me back to confirm the reversal took place. Once this has happened then we can tackle the refund.

This is just so unacceptable. They clearly do not care about client service. It is very sad to see a huge company like Vodacom, taking more than a month to reverse a contract without any communication or follow-up whatsoever. I have been a loyal customer for many years and I am starting to think that maybe its time to change my brand. Vodacom does not appreciate loyal customers.