Contract Cancellation and Incorrect Billing

Dear Vodacom,

I am writing to formally complain about the poor handling of my contract cancellation request and the continued billing on my account despite following the required cancellation process.

On 14 April, I contacted Vodacom to request a cancellation quote for my contract. During this interaction, I clearly stated that I wanted both numbers linked to my contract to be cancelled. Although the cancellation was premature, I decided to proceed due to the poor service I have experienced throughout the duration of this contract since 2019.

On 28 April, I contacted Vodacom again to request the banking details for payment. During this call, I was informed that my original quote had expired and that a new cancellation quote of R8802 had been generated. I proceeded to pay the full amount, including any outstanding balances, with the understanding that my contract obligations would then be fully settled.

However, I was later surprised to receive an SMS stating that an additional amount of R371 would still be deducted on the 25th. When I contacted Vodacom for clarification, I was informed that only one number had been cancelled and that the second number remained active.

This explanation is unacceptable for the following reasons:

1. I clearly requested the cancellation of both numbers from the beginning. 2. Both numbers have always been treated as linked when it comes to billing and service restrictions. 3. It is unreasonable to expect me to continue paying for a service I explicitly requested to cancel. 4. The monthly charge of R371 for a SIM that only provides R179 airtime does not make sense and feels unfair.

I also requested access to the call recordings to verify what was communicated during my interactions with Vodacom. Unfortunately, I was passed between departments, with customer care referring me to cancellations and cancellations referring me back to customer care. This lack of accountability has added further frustration to an already stressful experience.

I request the following:

* Immediate cancellation of the remaining number/account. * Reversal of any further charges related to this matter. * Access to the call recordings from both interactions. * Written confirmation once the account has been fully cancelled.

I understand that the matter has been escalated and that feedback may be provided within 3 working days. However, I expect this issue to be resolved fairly and urgently, as I should not be held responsible for errors made during Vodacom’s cancellation process.