Debited but no internet connection

I app**** for Vodacom fibre in January 2022. A week or so later I received an interim LTE router that I could use until installing could be finalised. I followed up throughout the year of 2022 regarding my fibre installation as I was told that the LTE router was just temporary. No one ever came for the installation till October 2022 when my LTE router stopped working and I no longer had internet connection.

I called in several times to try and resolve the matter but in the end, around November 2022, I was advised and requested by one of their agents to cancel the service and look for another service provider as they couldn’t solve the problem with the internet connection. I proceeded with the cancellation and as far as I know, the contract was cancelled and no deductions will be taken from my account. One of their agents even advised me to reverse and debits should there be any as I have not been using the service. I found myself a new service provider as I had no internet connection from vodacom.

A few weeks later in late November, I received a call from someone who wanted to come and collect the router. I wasn’t home and requested for an alternative date. Till date, the LTE router has not been collected.

To my surprise, I was debited by Vodacom each month for a service that I haven’t been using. I have been reversing these monthly deductions, but I fear these reversals will start affecting my credit record negativity.

I called in yesterday and spoke to a consultant who promised to look into the matter and escalate it to his supervisor to be expedited. I have been patient for a whole year and no fruitful results.