Billing dispute requiring urgent resolution

I am disappointed with the service received from Vodacom regarding my billing query.

I upgraded my contract on 8 January 2026. On 25 February 2026, I received an SMS from Vodacom stating that if my upgrade was finalized between 1 January 2026 and 5 February 2026, the annual price increase would only take effect from 1 April 2026. However, when I reviewed my invoice, the price increase had already been app****.

I contacted the Vodacom call centre on 25 February 2026 and spoke to Thandolwethu Dlamini, and my query was escalated to a team leader Zanele Mothoagae. I was asked to send an email with all supporting screenshots and information to Zanele Mothoagae, which I did on 26 February 2026.

My email was acknowledged on 27 February 2026 with a promise that the matter would be escalated and feedback would be provided. Despite this, I have followed up on 11 March and again on 26 March, and to date I have received no further response or resolution.

It has now been over a month with no feedback.

This level of poor communication and lack of accountability is unacceptable. Customers should not have to continuously follow up on what appears to be a straightforward billing issue.

I request urgent feedback from Vodacom and a clear timeline for resolving this matter.