Failed Security Check Due to Their Records Not Updated!

I’ve been a long-time Vodacom customer with multiple contracts, all of which have now come to an end. Prior to this, I contacted Vodacom to confirm that all my contracts should be terminated, and that I would continue using my numbers on a Pay As You Go basis only – with no further contractual obligations.

Most of the contracts were closed correctly. However, for one number, although the contract had ended the previous month, I was informed that a 30-day notice period was still required. A Vodacom representative then activated a temporary service on my account specifically to allow this 30-day notice to be processed. I phoned Vodacom again to officially initiate the notice, and explicitly confirmed with the representative that I would owe nothing to Vodacom from the end of February onward. This was confirmed during the call.

Following this confirmation, and with all accounts shown as closed, I deleted the relevant numbers from my Vodacom app.

To my surprise, I received a threatening email today stating that I owe R103.94. I immediately contacted Vodacom for clarity. After going through security checks, I explained that I no longer receive statements and don’t have any value-added services, since my number is on Pay As You Go. The agent then informed me that I failed the security check—despite these questions being outdated and irrelevant to my current status as a non-contract customer. I requested that she review the recorded call, which clearly confirms I was told no further action or payment would be required from my side.

Because I supposedly failed the security check, I was refused further assistance. I asked to speak with a manager, who was reportedly on a tea break and would call me back within 20 minutes. That call never came.

I find this entire experience to be unacceptable. I have acted in good faith, followed all required steps, and was given verbal confirmation, which is recorded, that my accounts were closed and nothing further was owed. I refuse to pay for Vodacom’s administrative errors and poor service. Their internal miscommunication and lack of follow-through are not my financial responsibility.