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Akhona M

1 reviews | Active since Jun 2016

09 May 2025, 15:43

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

This is an escalation email around about higher deduction amount of R968.56 for data contract that was supposed to deduct R199 pm (as per the agreed mandate with me), I have pick this amount up on the April 2025 statement and sent an email to *** in which I never received a response from, on the 2nd of May 2025 this higher amount of R968.56 was deducted from my bank account instead of R199 for contract number I***-6. I am now again picking up balance of R1164.47 which is even higher that the contract agreed amount

I contract vodacom customer care on 8th of May 2025 in which I spoke to a lady that was just guessing around the reason of the higher amount, as she first said I had March and April missed of which I advised her that is not true and I can send my bank statement if need be, then she said I need to look at the contract i assigned because I signed a contract of R968.56 deduction amount agreement and again I had to disagree with her that the data contract I tool was for R199... she did not really want to hear what I had to say and kept on telling me incorrect stories around about the reason for this higher amount. She eventually checked the system for a correct reason and informed that I had 3 subscription on this data contract which cost R10 per day, I asked her how can those be possible on a simcard that is on the router for a data contract and why is Vodacom allowing that then deduct higher amount than the agreed mandate a month, she then said it's because the simcard was a prepaid before and I informed that that this is a new data contract I just took with vodacom and I never used the sim for prepaid.

I am not understanding why would Vodacom think that they have authority to deduct an amount which was not agreed with their customer then on top of that have customer service agents who does not verify things using their system and make assumption instead of looking at their system to see what is the root cause of this higher premium amount

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Replies (2)
Vodacom
Vodacom's reply09 May 2025, 15:55
Official
Dear Customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***Please note*** Beware of phishing ****s.

Vodacom will not contact you via WhatsApp to request your personal details.

Regards,
Vodacom Consumer Website Team 

AM
Akhona M's update02 Mar 2026, 18:31
Reviewer Update
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:
  1. Immediate confirmation that all Entertainment Services have been permanently removed from this contract.
  2. Reversal of the incorrect charges reflected for January and February 2026.
  3. Written confirmation that only the agreed contractual amount (R228 per month) will be deducted going forward.
  4. 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.

Kind regard
Akhona Mnyanda Cellular Number : ***