Fundamentally Flawed Cancellation Process

I have now attempted to cancel my contract on four separate occasions, without success.

I find it extremely frustrating that upgrades and additional products can be added to my account using only my ID number, yet cancelling a service requires excessive and disproportionate verification.

For several weeks, I have received daily calls from Vodacom Upgrades. On 13/03/2026, I was able to take one of these calls. The consultant attempted to upgrade a contract that has already expired. I clearly stated that I did not wish to upgrade and that I wanted to cancel the contract. Despite this, the consultant attempted to sell additional products, which I declined, and then informed me that he was unable to cancel the contract or transfer me to the cancellations department. I was advised that I needed to contact cancellations myself.

I immediately called *** to cancel the contract. The consultant requested multiple verification details. As my statements are not emailed to me, I had to place the call on speaker while accessing both my Vodacom app and banking app to provide the requested information. After doing so, I was informed that I had failed the credential check and would need to call in again.

I then located an email address for cancellations and submitted a written cancellation request, only to be advised on 16/03/2026 that the cancellation could not be actioned. I called again and spoke with Ncedo Wekazo, who asked a further seven verification questions, some of which were multi part. I was again told that I had failed the credential check.

At this point, I requested to speak to the manager. I was informed that Jasper Padayachee (manager) wasn’t available. When I asked for a landline number or email address for escalation, I was advised that this information was confidential and that I would need to call back again.

This entire process is fundamentally flawed and places unreasonable barriers in the way of cancelling a contract—particularly one that has already expired.

I do not receive emailed statements. If my debit order date appears as the 27th on my account, it is unreasonable to expect me to know what different date may be reflected internally on your system. These requirements make successful cancellation impossible.

I have been a Vodacom customer for many years and have consistently paid my account on time. The level of service I have experienced during this cancellation process is deeply disappointing.

As a result, I will not be renewing any contracts or services with Vodacom. I expect this contract to be cancelled without further delay and for this matter to be formally addressed.