Exhausting and Ongoing Nightmare Just to Cancel a Contract – Vodacom, This Is Not Okay

I am emotionally drained and deeply frustrated by the ongoing, unresolved mess Vodacom has created with what should have been a simple contract cancellation.

In April 2025, I contacted Vodacom to cancel a double-deal contract (two phones, two SIMs). I had misplaced one of the devices and hadn’t used that number in ages. I was told the quote only included one number, and the request had to go to the back office for recalculation. I was told to wait 2–3 business days.

Nothing happened. I called again. I was told to “wait a bit longer.” Again, no one followed up. A week later, I called again, only to be told the quote included both numbers, but it had expired. I was advised to wait two more weeks and request a new quote, which means I would be charged another month of service fees. I did what they asked.

I got the new quote, paid it in full, submitted proof of payment, and was told by an agent that the contract was now closed and all was in order.

Only to be billed around R10,000 at the end of the month.

When I called again, Vodacom said the second number was never cancelled, even though it was part of the double-deal contract. Again, I was told the issue would be escalated. I’ve now heard “we’ve escalated it to the back office” for weeks with no action taken.

Then I was billed again. Then I was told to request the call recordings. Then I was told I had to go to a branch. When I got to the branch, they told me nothing had been sent, and I should never have been told to come.

The emotional and mental space this process has taken from me is my biggest cry. I’ve spent hours on hold, days waiting, and weeks being **** to or passed around, all to cancel a service. This isn’t just poor customer service — this is neglect. I feel powerless and anxious; my time and money mean nothing.

I am now escalating this to ICASA and the Ombudsman, and I strongly urge others to document every interaction if you ever try to cancel anything with Vodacom.

All I wanted was to close a contract. Instead, Vodacom made it a never-ending nightmare.