Extremely dissatisfied customer

I am writing to formally lodge a complaint regarding serious service failures, incorrect contract handling, and billing errors on my Vodacom account.

I have been a Vodacom client for +- 10 years and this is the first time having an issue.

I had two Vodacom contracts:

A cellphone contract ***, which ended in May 2025 A SIM-only data contract *** Cancellation Request – November 2025 On 24 November 2025, I contacted Vodacom’s cancellation department to cancel my cellphone contract, as it had already reached the end of its term. I explicitly requested that only the cellphone contract be cancelled and that my data contract remain active.

The consultant advised that the cancellation would take approximately one month, which I agreed to.

During this call, I also explained that in July 2025, a third-party Vodacom agent had contacted me to upgrade my data contract from 50GB to 100GB, which I accepted. At that time, I also requested the cancellation of my cellphone contract and was advised it would be cancelled in August 2025. This did not happen, and I continued being billed for several months thereafter.

Incorrect Contract Changes and Billing Increase In December 2025, I noticed my monthly bill had increased from approximately R560 to R902. I contacted Vodacom on 23 December 2025, where I was informed that:

The consultant I spoke to in November did not cancel my cellphone contract, as requested Instead, my data contract was downgraded from 100GB to 50GB The cost of this data contract increased from R330 to R642, without my consent This was extremely frustrating and unacceptable, as these changes were never requested or authorised by me.

Attempted Resolution – 23 December 2025 On 23 December 2025, I was assisted by Amir, who:

Successfully cancelled my cellphone contract Advised that the only way to correct the data line issue was to upgrade the data contract to align with what I was originally supposed to have I agreed to this solution and accepted an upgrade to a 24-month data contract including a tablet and 100GB of data per month. Amir advised that the tablet would be delivered within 7 days.

To date:

I have not received the tablet My data line has not been upgraded My billing remains incorrect Resolution Requested I would like the following resolved urgently:

Written confirmation that my cellphone contract has been cancelled with no further charges Correction of my data contract to reflect the agreed upgrade Delivery of the tablet as promised Reversal or adjustment of any incorrect charges resulting from Vodacom’s errors Assurance that I will not be billed further due to Vodacom’s internal incompetence I will not accept paying additional charges for another month due to errors that are entirely beyond my control.

Please provide me with a reference number, a clear resolution timeline, and written confirmation of corrective action taken. If this matter is not resolved promptly, I will escalate it further.

Kind regards, Kubendren Govender Contact number: *** ***-3