********* Conduct and Failed Cancellation Request

Dear Vodacom Team,

I am writing to raise a formal complaint regarding the poor and ********* service I recently experienced while attempting to cancel my Vodacom contract.

My contract is due to end on 3 November 2025, and I called your customer service line on 1 November 2025 to request the cancellation. The agent I spoke to during that call continuously tried to convince me to accept discount offers and promotional deals instead of fulfilling my cancellation request.

After a lengthy conversation, she assured me that the cancellation had been processed and that I would receive an SMS or email confirmation shortly. However, I did not receive any form of confirmation that day or thereafter.

When I called again today, 3 November 2025, to follow up, the new agent informed me that no cancellation had been processed at all. Instead, the previous agent had attempted to load something else onto my number — completely disregarding my explicit instruction to cancel the contract.

This is unacceptable and *********. Had I not followed up, I would have been billed for a contract I believed was already cancelled. That is not only negligent but borders on dishonest business practice.

The second agent I spoke to today was professional, efficient, and immediately processed the cancellation — I received both email and SMS confirmation right away. I appreciate his assistance and can confirm that he also helped cancel an additional service (“social ticket”) that was incorrectly reallocated to my number despite me requesting its cancellation last month.

I would strongly urge Vodacom to:

Investigate the conduct of the first agent who failed to process my cancellation request and attempted to push unwanted offers.

Review the call recordings from both interactions for verification — the recordings will clearly reflect that I declined all offers and requested only a cancellation.

Ensure that no further charges are billed to my account for services or contracts that were meant to be cancelled.

It is deeply concerning that I had to make multiple calls to have a simple cancellation request completed. As a paying customer, I expect transparency, efficiency, and integrity — not to be misled or pressured into retaining services I no longer need.

I request written confirmation that this matter has been investigated and that appropriate action will be taken to prevent this from happening to other customers.

Thank you for your attention to this matter.

Kind regards, Sinead Jansen