Formal Complaint: Incorrect Debit Order Date on Contract

Dear Vodacom Customer Care,

I am writing to formally lodge a complaint regarding my cellphone contract taken out with Vodacom online on 12 May 2025 under the Double-Deal promotion.

During the application process, I was prompted to select my preferred monthly debit date, and I specifically chose the 20th of each month. However, ever since the contract commenced, Vodacom has been debiting my account on the 1st of each month instead.

Despite having contacted your call centre multiple times to have this corrected, the issue persists. In August, the debit order was finally processed correctly on the 20th, which led me to believe the problem had been resolved. Unfortunately, in September, Vodacom again failed to debit my account on the agreed date, and as of 1 October, I received an SMS from my bank notifying me of an unpaid debit order.

This situation is unacceptable. The repeated errors are not only inconvenient but also place me at risk of incurring bank penalty charges for failed debit orders, through no fault of my own. I am extremely frustrated with the lack of accountability and ineffective assistance I have received from your call centre staff, none of whom seem able to resolve this matter.

I therefore demand the following:

Immediate correction of my debit order date to the 20th of each month, as per my original contract agreement.

Written confirmation from Vodacom that this has been fixed.

Reimbur*****t of any bank penalty fees charged as a result of Vodacom’s failure to process the debit order correctly.

If this issue is not resolved urgently, I will have no choice but to escalate the matter further to the Consumer Protection Office and other relevant regulatory bodies.

I trust that Vodacom will treat this complaint with the seriousness it deserves and take swift action to rectify the situation.

Yours sincerely, Nosipho Khoza