higher deduction amount for data contract that was not agreed with customer

Dear Vodacom Escalations Team,

I am writing to formally escalate an ongoing billing issue relating to my data contract (Contract Number: ***).

As per the agreed mandate, my monthly subscription fee is R228 (approximately R230 per month). However, on my January 2026 statement, I noted a significantly higher deduction amount of R692.43.

I immediately contacted Vodacom Customer Care, where an agent advised that two Entertainment Services had been added and confirmed that these services were not supposed to be active on a data-only contract (the SIM is used in a 3G pocket WiFi router). I was informed that the services had been cancelled.

For context, I experienced a similar issue from April to May 2025, which I escalated via HelloPeter, and I was subsequently refunded.

Despite being assured that the Entertainment Services were cancelled, I have now identified on my February 2026 statement that the amount of R692.43 is again reflecting and is due to be deducted from my bank account — instead of the agreed R230. This amount is even higher than my contracted monthly subscription.

I am extremely concerned and frustrated that:

Charges are being added without my authorization.

Entertainment Services are repeatedly being reactivated after I have been assured they were cancelled.

Unauthorized amounts are being processed against my bank account.

I do not understand on what basis Vodacom believes it has the authority to deduct amounts that were never agreed to by me as the customer.

I request the following urgently:

Immediate confirmation that all Entertainment Services have been permanently removed from this contract.

Reversal of the incorrect charges reflected for January and February 2026.

Written confirmation that only the agreed contractual amount (R228 per month) will be deducted going forward.

An explanation as to how these services continue to be reactivated without my consent.

Please treat this as a formal billing dispute. I expect urgent resolution to prevent further unauthorized deductions.

I look forward to your prompt response.