Failure to cancel contract | Continued billing | Refusing to refund

I am writing to formally lodge a complaint regarding the handling of the cancellation of one of my Vodacom contract lines, the continued billing of the account after I had paid a settlement amount, and the subsequent refusal to refund the amounts I paid for a contract that should have been cancelled months ago.

I have been a Vodacom customer for many years and have always expected a reasonable level of service and accountability from Vodacom. Unfortunately, the manner in which this matter has been handled has been extremely frustrating and unacceptable.

In March 2026, I contacted Vodacom and specifically requested a settlement quote for one of my contract lines. The settlement quote was provided to me on the same day. I paid the full amount requested and completed and signed the settlement/cancellation documentation. I also submitted the required supporting documentation, including a copy of my ID, to the relevant cancellation department.

Having completed all the steps requested by Vodacom and paid the settlement amount in full, I was under the reasonable understanding that the contract had been cancelled and that there would be no further monthly charges relating to this line.

I have now discovered that this was not the case.

At the end of August 2026, I contacted Vodacom after discovering that I had continued to be invoiced for the line from March onwards. I was extremely concerned to learn that, despite having paid the settlement amount and submitted the required cancellation documentation months earlier, the contract had apparently never been cancelled.

I immediately requested that Vodacom correct the error by cancelling the contract and refunding the money that I had continued to pay towards a contract that should have been cancelled in March.

While Vodacom has now cancelled the contract, I have been told that I will not be refunded.

I find this completely unacceptable. I did everything that was required of me. I requested the settlement quote, paid the amount specified by Vodacom, signed and returned the required documentation, and provided the requested identification. If the cancellation was not processed internally by Vodacom, that is not an error that should result in me losing money.

What has made this situation even more disappointing is the way I have been forced to deal with the matter. I have contacted Vodacom repeatedly and have been following up almost every day in an attempt to get this resolved. Instead of receiving a clear resolution, I have repeatedly been instructed to send emails to different departments, only to be referred elsewhere again.

Today, the situation has escalated to the point where my number has apparently been blocked from contacting Vodacom Customer Care because I have made “a lot of calls.” I was contacting Vodacom because I was trying to resolve a legitimate billing dispute concerning my account. It is extremely disappointing to now be prevented from contacting customer care simply because I have repeatedly followed up on an unresolved matter.

After being a Vodacom customer for many years, I find this treatment extremely disappointing. I am not asking Vodacom for a favour. I am asking Vodacom to correct an error that resulted in me paying for a service/contract that I had already taken the necessary steps to cancel months earlier.

I have been patient and have made numerous attempts to resolve this matter directly with Vodacom. Unfortunately, the repeated referrals between departments, lack of ownership of the issue and refusal to refund me have left me with no confidence that the matter will be resolved without formal escalation.