Cancellation

To say that I’m frustrated would be an understatement. Today, I decided to call Vodacom to find out how much I still owe on my cell phone contract and if they could share this information via email. To my surprise, I was sent back and forth between different agents, which was already frustrating.

Eventually, I was assisted by Sanelisiwe Mazibuko, who, after asking me an endless series of questions, informed me that she could only see a zero when generating the quote on her side. She explained that she would need to submit my details to the admin department, which might take up to two days just to determine how much I need to pay to close my contract. She also said she couldn’t handle this matter herself as she is only an agent, so she referred my details to the admin team.

A few hours later, I received an email stating: "We have received your request to convert *** to pre-paid. It has been logged and will take effect on 2025-03-31 11:53:01. Please note that any outstanding usage costs will be billed in the next month's billing cycle. We recommend you use any remaining minutes and data before this date as it will be lost during conversion to prepaid. For any queries, please call Cancellations on ***."

This email left me even more confused because what do you meaan

I called again to get clarification and was transferred (yet again) to the Cancellations department, where they informed me that I owe around R5,000. This is baffling because when I requested a statement last year in July (on the 18th), the amount owed was also around R5,000. I have never defaulted on my payments, and I have not added anything to my account since then.

I am utterly confused and frustrated. I hope that whoever eventually decides to call me back will have their facts straight because I have all the emails, and we may need to revisit the call recordings to get clarity. After an entire day of back-and-forth calls, I still do not have the information I originally requested. I’m left wondering how this aligns with TCF.