FAILURE TO PROCESS CONTRACT CANCELLATION

Mobile Number: ***

Formal complaint regarding Vodacom's continued failure to process the cancellation of the above mobile contract, despite numerous requests and repeated assurances from your representatives.

The contract expired in May 2025. On 20 October 2025 at approximately 15:15, I contacted the Vodacom Call Centre from *** and requested cancellation of the contract linked to ***. During that call, I was advised that:

The number would be cancelled; and a final invoice would be issued at the end of November 2025 due to billing cut-off dates.

A recording of this call should be available and will confirm that the cancellation request was made.

Despite this, I continued receiving invoices and charges for the number.

I followed up with the Cancellation Department on 12 November 2025 at 15:02 during a 32-minute call. During this call, a consultant and supervisor confirmed that the matter would be corrected. But they **** No action was taken. Since October 2025, I have continued contacting Vodacom on a monthly basis regarding this unresolved cancellation. On numerous occasions, I have been informed that the matter has been escalated and that a manager would contact me. To date, no manager has contacted me and no resolution has been provided.

We are now in June 2026, almost eight months after my original cancellation request, and the issue remains unresolved.

The manner in which this matter has been handled is unacceptable. I have spent countless hours on calls, repeatedly explaining the same issue to different consultants, without any accountability or meaningful customer service. The ongoing deductions and billing have caused me significant financial loss, emotional distress, frustration, and inconvenience.

I have lost all confidence that Vodacom intends to resolve this matter through its normal customer service channels.

I therefore demand the following:

1. Written confirmation that mobile number *** has been cancelled with effect from my original cancellation request of 20 October 2025. 2. A full refund of all charges, invoices, and deductions app**** after November 2025. 3.Goodwill compensation payment for the substantial inconvenience, poor customer service, and failure to resolve this matter despite numerous opportunities to do so.

Thandeka Ndlovu