Cancellation of my paid up contract .

I hope this message finds you well.

I am writing to formally raise a concern regarding my Vodacom account linked to the number i***-7. I had a Vodacom contract which I completed paying off in November 2024. However, the following month, I was unexpectedly billed again after my contract was changed to a prepaid plan.

I visited one of your Vodacom stores to report that I no longer required the prepaid service since I was not using the SIM card. I was advised to contact the call centre, which I did, and I requested that all deductions and services under my name be cancelled. I was informed that the cancellation would take effect within 30 days, but to date — almost a year later — the issue has not been resolved.

Since then, I have made several calls (more than five) to follow up on this matter, but I keep receiving the same response. Most recently, on 10 November 2025, I contacted your call centre again and explained my situation to one of your representatives. Unfortunately, the agent handled the call inappropriately — she refused to transfer me to the escalation team, stating she needed to end the call due to her handling time and the number of customers waiting. I found this response very unprofessional and unfair, as every customer deserves the right to proper assistance and escalation when necessary.

During the call, the agent even spoke to her colleague about the situation without muting the line, and then performed a cold transfer to her floor manager, Khanyisile Dlamini I explained everything again to Khanyisile Dlamini who advised that the cancellation had been processed. However, I am not confident that my concern was fully understood or properly resolved as it is the 8th December and I received a statement of my account which clearly indicates that it was NOT cancelled.

I kindly request that my Vodacom profile be completely cancelled, and that I no longer be billed for any services under Vodacom. I would greatly appreciate your urgent attention to this matter and written confirmation once the cancellation has been finalized.

Reference number *** Vodafone contract number - ***