Failed to register contract cancellation request & no response to queries

on 26 July 2023 I had a call with Sinenhlanhla from cancellations department (reference number I was given was ***) to ensure that my Vodacom contract with the cellphone number *** will not extend beyond the contract end date (End august 2023)

I was assured that the last debit order was going to be end of August with the product services ending at the end of September 2023. On that day the sim card would be changed from contract to prepaid

On 01 October I noticed a bill of R2844.70 reflected on the Vodacom app. I then called Vodacom cancellations to query this bill and I spoke to Jewell Rigney. He assisted with cancelling the contract under reference ***. Jewell further indicate that the reference number by Sinenhlanhla did not exist. I asked that the issue be escalated - and I received a reference number ***. My sim was immediately downgraded to prepaid and no longer had access to contract benefits. I subsequently changed service providers for less expensive benefits.

On 02 October 2023 an amount of R2844.70 was debited from my Investec account under the reference *** I*** despite the cancellation and the fact that I no longer had access to the contact benefits.

On 05 October 2023 I received a message from Vodacom stating that the investigation into the query with reference number *** has been closed. I didn’t receive the reason why.

I've sent an email to escalations department to reimburse me the funds that were debited , whose services I do not have access to. Also, to get feedback as to why the investigation is asked for has been closed out without communication.

There has been no communication what so ever