Immediate Escalation Required: Incorrect Billing and Outstanding Balance ongoing issue

Dear Vodacom Executive Team

I am writing to escalate a serious issue with my Vodacom account that has caused me extreme frustration and inconvenience. Despite paying my arrears in full on 28 February 2026 (R227 + R1,640), I have received an SMS claiming I have an outstanding balance of R1,627.78 This is entirely incorrect, and your system appears to be seriously mismanaged.

Adding to my frustration, my payment date has been arbitrarily changed to the last day of the month, and I have received no proactive communication from your representatives to resolve this issue. Yet, my account and services are being threatened with disconnection. To make matters worse, a flurry of automated calls has just started demanding payment, which is completely unfair given that my account is fully paid. This level of treatment is unacceptable and demonstrates a complete disregard for customer care.

I expect immediate action to resolve the following:

1. Correct my account to reflect all payments made accurately. 2. Confirm the correct current balance in writing. 3. Provide a detailed explanation of how this error occurred and why I was not contacted proactively. 4. Ensure there are no disconnections, service interruptions, penalties, or further automated calls while this issue is being resolved.

I will not accept any generic responses or delays. This is an urgent matter, and I request confirmation within 24 hours that my account has been corrected and that appropriate internal measures are being taken to prevent this from happening again.

I am a loyal customer who has always met my financial obligations, and I will not be dismissed as a “small customer.” I expect Vodacom to treat this matter with the seriousness it deserves and ensure immediate corrective action.

I look forward to your prompt response and resolution.