FORMAL COMPLAINT AND DEMAND FOR IMMEDIATE RESOLUTION – VODACOM ACCOUNT, UNAUTHORISED DEBITS AND DISPUTED CREDIT LISTING

To: Vodacom Customer Care / Complaints Department Subject: FORMAL DISPUTE – UNAUTHORISED DEBITS, DISPUTED ACCOUNT BALANCE, CONTRACT CANCELLATION AND CREDIT BUREAU LISTING

Dear Sir/Madam,

I am writing to formally lodge a complaint and dispute regarding my Vodacom account, specifically concerning continued debits from my bank account, an alleged outstanding balance, the continued billing of my account after the expiry and cancellation of my contract, and the reporting/listing of the alleged debt with a credit bureau.

I strongly dispute the amount allegedly owed to Vodacom and request that this matter be investigated urgently.

1. Contract was completed and paid in full

My Vodacom contract was a 36-month contract, which I fulfilled and paid for in full.

Upon completion of the agreed contract period, I proceeded to request the cancellation of the account. I also cancelled the associated insurance.

Despite this, Vodacom continued to debit my bank account.

I did not authorise Vodacom to continue taking payments from my bank account after the account had been cancelled and the contractual period had been completed.

2. Dispute regarding the alleged outstanding amount

Vodacom has subsequently claimed that I owe money because, according to Vodacom, I allegedly failed to cancel the contract after the agreed contractual period.

I dispute this claim.

I have repeatedly requested that Vodacom provide me with:

A copy of the signed contract; The contractual terms re**** upon by Vodacom; The specific clause that allegedly required me to cancel the contract after the expiry of the agreed 36-month period; Proof that I was properly notified of any continuing contractual obligation; A complete statement of account showing how the alleged outstanding amount was calculated; A detailed breakdown of every amount allegedly owing; Proof of my alleged failure to cancel the account; Proof that I authorised the continued debit orders; and The basis upon which Vodacom continued to debit my bank account after I had requested cancellation.

Despite my repeated requests, I have not received satisfactory documentation proving that the amounts being claimed are legitimately due.

3. Continued debit of my bank account

I am particularly concerned that Vodacom has continued to debit my bank account despite my cancellation request and my dispute regarding the alleged debt.

I did not authorise continued deductions after cancellation, and I therefore request that Vodacom immediately:

Stop all further debit orders relating to the disputed account; Confirm in writing that the account and associated insurance have been cancelled; Refund all amounts deducted after the valid cancellation date where such deductions were not contractually authorised; Provide a complete statement of account; and Explain the contractual basis for every amount deducted after cancellation. 4. Credit bureau listing

I have also become aware that the alleged Vodacom debt has been listed/reported against my credit profile.

I formally dispute this listing.

I maintain that the account was paid in full in accordance with the agreed contract and that I subsequently requested cancellation. I have not been provided with sufficient evidence establishing that the alleged debt is valid.

The disputed information is therefore causing me potential financial and reputational prejudice and may negatively affect my credit profile.

I request that Vodacom immediately investigate the information supp**** to the credit bureau and provide me with the evidence upon which the listing is based.

Where Vodacom cannot substantiate the alleged debt with credible documentary evidence, I request that Vodacom instruct the relevant credit bureau to remove/correct the disputed information immediately and provide me with written confirmation once this has been done.

The National Credit Regulator's guidance confirms that consumers can challenge inaccurate credit information and that disputed information must be supported by credible evidence; where the information cannot be substantiated, it should be removed.

5. Previous attempts to resolve the matter

I have made several attempts to resolve this matter directly with Vodacom.

I have also approached the relevant consumer and telecommunications regulatory bodies, including the National Consumer Commission (NCC) and ICASA, for assistance.

Unfortunately, despite these attempts, the matter remains unresolved.

I am therefore requesting that this complaint now be treated as a formal escalation and dispute.

ICASA confirms that billing complaints involving telecommunications service providers fall within its consumer-protection mandate, while contractual-term disputes may also be referred to the National Consumer Commission.

6. Resolution requested

I require Vodacom to provide the following:

1. Immediate cessation of all further debit orders relating to the disputed account.

2. Written confirmation that my Vodacom contract/account and insurance were cancelled.

3. A complete statement of account from the commencement of the contract to date.

4. A copy of the signed agreement and all applicable terms and conditions.

5. The specific contractual provision re**** upon by Vodacom to claim that I remained liable after the agreed contractual period.

6. Proof of any notification allegedly sent to me informing me that the contract would continue or that I was required to take further action.

7. A complete breakdown and documentary proof of the alleged outstanding amount.

8. A refund of any unauthorised amounts deducted from my bank account after cancellation.

9. Immediate correction/removal of any inaccurate or unsubstantiated adverse information reported to a credit bureau.

10. Written confirmation that my credit profile has been corrected and that Vodacom has instructed all relevant credit bureaux to update their records.

11. Written confirmation that the Vodacom account has a zero balance, if Vodacom is unable to provide credible evidence establishing otherwise.

7. Final request

I have made numerous attempts to resolve this matter amicably and have provided Vodacom with opportunities to substantiate its claim.

I am therefore requesting a full written response and resolution, together with the supporting documentation, rather than a generic response stating that the account remains payable.

If Vodacom maintains that I owe the alleged amount, I require Vodacom to provide the contractual and documentary evidence supporting that position.

If Vodacom cannot provide such evidence, I request that the alleged debt, continued billing and adverse credit information be withdrawn and corrected without further delay.

I reserve my rights to pursue the matter through the relevant regulatory, consumer-protection, credit-reporting and other appropriate dispute-resolution channels should the matter remain unresolved.

I request that all further communication regarding this dispute be provided to me in writing.

Yours faithfully,

[Full Name] ID Number: [ID Number] Vodacom Account Number: [Account Number] Cellphone Number: [Number] Email: [Email Address] Date: [Date]

I would also send a separate dispute to the credit bureau

This is important because ICASA itself says complaints about credit-bureau listings should be directed to the Office of the Credit Ombud, rather than ICASA