Formal Complaint – Failure to Process Contract Cancellation

Formal Complaint – Failure to Process Contract Cancellation I am writing to formally complain about Vodacom’s failure to process my contract cancellation request and the unprofessional service I have received. On 30 December 2025 at approximately 09:12, I called Vodacom to cancel one of my contracts that was due for cancellation. I spoke to an agent for about 9 minutes. During the call, the agent attempted to retain the number, but I clearly advised her that I did not want to keep the number and that the contract must be cancelled. The agent informed me that the cancellation would be processed effective 30 January 2026, due to the required 30 day notice period, which I had no issue with. However, yesterday I checked my Vodacom app to view my next payment and noticed that the amount had not been updated. I then contacted customer care and was informed that there was no record of my cancellation request from December and that I needed to contact the cancellation department. Today, I called the cancellation department and was again told that there is no record of my December call. The agent questioned which number I used to call Vodacom. I explained that I only have one number, which is the same number I am currently using. I also informed the agent that I have proof on my phone showing that I called Vodacom on 30 December. I do not understand how Vodacom has no record of this call. When I requested an email address to submit my proof, I was told that they do not provide email addresses, which is unacceptable. I hereby request that: • My contract be cancelled effective 30 January 2026 • My monthly fee be updated accordingly. • The cancellation be backdated to 30 January 2026, as originally advised. It is extremely concerning that a large company such as Vodacom does not keep proper call records. The service I have received is unprofessional and not what I expect from Vodacom. When it comes to billing, no one seems to have answers, yet there is resistance when I request cancellation. If a contract is due for cancellation, I have the right to cancel it. I cannot be forced to continue with a contract that I no longer want, especially when I am the one paying for it. I expect this matter to be resolved urgently.