How can an account reflect as successfully cancelled and deleted on your own system and on the very same breath be listed with pre-legal, please fix this.

I am writing to formally raise a grievance regarding the status of my account following the cancellation of my contract.

In May 2025, I requested the cancellation of my Vodacom contract. I was provided with a settlement amount, which I paid in full, including the applicable early cancellation fee. Following this payment, I contacted your customer service department to request a paid-up letter confirming that my account had been settled. I was advised that this would be sent to me.

Subsequently, I received communication indicating that my contract number had been converted to a prepaid number. I immediately responded to clarify that my request was for a full cancellation of the contract, not a conversion to prepaid. Unfortunately, I did not receive any response to this clarification.

When I later attempted to follow up telephonically, I encountered further issues. The automated system did not recognize my number, stating that no contract existed. I then contacted the accounts department, who transferred me to the cancellations department. During this interaction, I was reassured that the conversion to prepaid effectively confirmed that my contract had been successfully cancelled.

However, I was recently informed—upon attempting to take up a new Vodacom offer—that my account has been handed over to pre-legal collections. This is extremely concerning, particularly as your own staff were able to confirm that my contract reflects a cancellation date of June 2025.

I would like to understand how it is possible for an account to be both marked as cancelled and simultaneously have an outstanding balance leading to pre-legal action, especially after I settled the full amount as instructed.

I kindly request the following:

Immediate investigation into this matter Written confirmation of my account status Issuance of a paid-up letter Rectification of any incorrect billing or adverse listings associated with my account

This situation has caused significant inconvenience and concern, and I trust that Vodacom will address it urgently and appropriately.

Please treat this matter with priority and provide feedback at your earliest convenience.