Complaint

I have three Vodacom lines and recently contacted the provider to cancel one of them. I was informed that I needed to pay R124.58 before the cancellation could be processed. I made the payment within 24 hours and submitted both the proof of payment and the completed cancellation form.

Two weeks later, I received a notification stating that I still owed the same amount—R124.58—due to an error in their system. I was then advised to add Vodacom as a beneficiary on my bank account to make the payment again, but the transaction failed, and I informed the consultant accordingly. She then arranged for the outstanding amount to be added to my next debit order.

To my shock, two days ago, all my lines were suspended due to this unresolved payment—despite having followed the instructions given to me. When I inquired, I was told I should have paid R249.16 to cancel the line, something I was never advised. The consultant apologized for the inconvenience but told me I now need to pay the full outstanding amount immediately to restore service. On top of that, the full debit order will still be processed, and I must later request a refund for the amount I’m being asked to pay now.

I’ve been a loyal Vodacom customer for over 30 years and have never missed a payment. It’s incredibly disappointing that due to poor service and miscommunication, I’m now unable to work because I rely on Wi-Fi access while working from home. I’m even facing disciplinary action at work because of this disruption.

To make matters worse, I was told I must submit a refund request again—essentially doing the work that Vodacom should be doing. Am I now working for Vodacom?

Honestly, Vodacom, is this how you treat long-standing customers just for cancelling one of their contracts?