Complaint now lodged with ICASA

Tsk, tsk, tsk Vodacom.. see below the complaint I lodged with ICASA. This is just to inform the public on how useless you are..

My issues with Vodacom centre around incorrect billing of an accessory (a Galaxy Watch), overpayment followed by delayed refunds, unauthorised use of my settlement payment for monthly bills, unexpected debit orders, extremely poor customer service (constant delays, no responses, and broken promises), and an incorrect credit bureau (Experian/ITC) listing. This is for my business account (***) covering three numbers: ***, ***, and ***. Key Timeline and Issues May 2025 Vodacom wrongly reported me to Experian as a slow payer for three months on an account/number I don’t even own. This damaged my credit record, even though VSP accounts confirmed I was fully paid up and not in arrears. 25 September – 1 October 2025 I requested premature cancellation/settlement quotes. I paid R88,436.29 to settle only the devices and accessories (based on the quotes provided, which included an ~R18,522 accessory amount). I sent proof of payment, but received no confirmation despite numerous follow-ups. Early October 2025 (HelloPeter complaint started 3 Oct) I publicly complained about the lack of confirmation on my payment, the unexplained R18,000 accessory settlement cost, and no adjustment to my debit order. Vodacom kept promising contact, but very little progress was made. 5–10 October 2025 (mainly handled by Obed Mthenjane and Portia Mohapi) I signed an updated premature cancellation quote with the corrected accessory amount (~R4,595 instead of R18,522). An investigation into the accessory overbilling began. Reference: EC-21PP-1WDTH7 (the main escalation/call reference used throughout). 13–23 October 2025 (Obed Mthenjane) The accessory and handset instalments were finally removed. An initial credit of ~R3,088.85 (ex VAT) was loaded for past overbilling. I had to chase constantly; Obed repeatedly promised calls and daily updates but rarely delivered. 21–27 October 2025 An unexpected debit order of R715.63 went off (25 Oct, ref: VODACOM I***) – I never received a clear explanation. R9,174.36 (my October/November monthly amount) was deducted from my R88,436 settlement payment without my permission. November 2025 (Sihle Mbave, Dorah Molopyane, Obed Mthenjane) 5 Nov: Sihle Mbave explained the accessory error (system billed R882/month instead of the correct R229.77/month). Total credit/refund was calculated as R11,240.55 (later adjusted lower). Devices and accessories were confirmed paid off (6 Nov). I continued complaining on HelloPeter about no refund and zero feedback. 10–11 Nov: Dorah Molopyane got involved and promised answers by close of business, but delayed. 12 Nov: Obed confirmed my lines were moved to TopUp packages; future billing would be ~R355–R422 per line ex VAT. 24–25 November 2025 A partial refund of R3,750.30 was batched (***), but it arrived later than the promised 5–10 business days. December 2025 No debit order went off in November/December (because my account was in credit – Vodacom later explained that billing would resume in December after skipping two months). 3 Dec: I queried the missing debit order and reminded them about removing the Experian listing (previously promised by Dorah Molopyane). I posted further HelloPeter complaints (4 Dec, 12 Dec) because the ITC/Experian listing still hadn’t been removed and follow-through remained poor. My Main Ongoing/Unresolved Issues (as of 29 December 2025) The incorrect Experian/ITC slow-payer listing from May 2025 is still on my record despite repeated promises to remove it. I dispute the final refund amount (I expected ~R15,000+ based on the original vs corrected accessory quotes; Vodacom offered much less). My settlement payment was used without permission to cover monthly bills. Communication has been consistently terrible: broken promises of daily/urgent feedback from Obed Mthenjane, Portia Mohapi, Sihle Mbave, and Dorah Molopyane. Key Vodacom Staff I Dealt With Portia Mohapi – Handled early quotes and cancellations (Sept–Oct). Obed Mthenjane – My main contact Oct–Nov; repeatedly promised updates/calls that didn’t happen. Sihle Mbave – Gave the detailed explanation of the accessory billing error (Nov). Dorah Molopyane – Involved Nov–Dec; promised ITC removal and answers. Primary Reference Number EC-21PP-1WDTH7 (used for the accessory billing dispute and refunds). This has been an exhausting eight-month ordeal filled with billing mistakes, slow (or non-existent) resolutions, and frustratingly inconsistent customer service.

I hope you can help me to resolve this issue