Formal Complaint Regarding Ongoing Billing Dispute and Unresolved Account Issues – Vodacom

I am honestly defeated by unprofessional and deeply disappointing manner in which Vodacom has handled my account and multiple service-related requests. I have made several attempts to resolve this matter amicably and through the proper channels, but Vodacom's lack of follow-through and accountability has left me with no choice but to escalate the issue.

To provide context and clarity, here is a summary of the timeline and ongoing concerns:

Initial Request for Contract Termination & Downgrade My contract with Vodacom ended in 2024. I contacted Vodacom prior to February 2025 to request cancellation of my contract and a downgrade to a prepaid service. Despite this request, no action was taken, and I continued to be billed – even though no service was rendered.

Suspended Services Still Billed Vodacom suspended my services, yet billing continued. I do not understand how a company can ethically or legally continue to charge a customer for services that are no longer being provided. I requested the cessation of billing immediately upon service suspension, but again, no corrective action was taken.

Request for Payment Arrangement I also requested that any outstanding balance (from when services were still being rendered) be handled via a payment plan. This request was ignored.

First Contact – 26 February 2025 I attempted to resolve this matter by contacting Vodacom’s call center on 26 February 2025, but the call center was unable to assist.

Complaint via HelloPeter – 11 March 2025 Due to the lack of assistance, I escalated my complaint on HelloPeter on 11 March 2025.

Interaction Begins – 12 March 2025 On 12 March 2025, Vodacom began corresponding with me via *** (Reference: EC-218N-1X0IWO). I received confirmation calls stating that the matter had been investigated, my account had been downgraded to prepaid, and that the accounts team would follow up. Unfortunately, I had to travel abroad at that time and provided all relevant contact information so I could be reached while outside South Africa.

Written Complaint – 15 March 2025 I followed up with an official written complaint to *** (***). I received no response to that communication, despite clearly stating that I could not be reached on my South African number.

Service Ticket Closed Without Resolution – 29 March 2025 On 29 March 2025, I received an email stating that service ticket EC-218N-1X0IWO had been closed. However, no resolution had occurred, and I was inexplicably billed again that same day.

Follow-Up Email – 29 March 2025 I followed up via email referencing the original complaint and noting that the issue remained unresolved (******AG).

Response from Vodacom – 1 April 2025 On 1 April 2025, Vodacom responded (RE: EC-2195-2N9FJV / 002PUaKVXAVCXXA4) requesting a completed contact details form. I submitted the completed form on 2 April 2025, again reiterating that I could not be contacted via my South African number. Despite this, Vodacom failed to follow up further.

Continued Billing Despite No Service – 30 April 2025 Once again, Vodacom billed me on 30 April 2025, even though the service was disconnected as far back as October 2024. This continued billing is completely unacceptable and appears to be exploitative.

My Requests: Given the above, I formally request the following actions be taken without further delay:

Immediate Removal of Charges Reverse and remove all charges incurred after service disconnection and contract expiry, as no services were rendered.

Final Contract Termination Confirmation Provide written confirmation that the contract has been officially and permanently canceled.

Payment Arrangement for Legitimate Balance Engage with me to arrange a fair payment plan for any valid outstanding amount incurred during periods when services were indeed provided.