Inconsistent Information Provided by Vodacom Cancellations Department

I am writing to express my concern and frustration regarding the inconsistent information I have received from your team about my contract.

On 14 February 2025, I contacted your Cancellations Department and was clearly informed that I could cancel the SIM portion of my contract (airtime/data services) while continuing to pay off the device in monthly installments. Based on that information, I decided not to cancel at the time, feeling reassured by the option available to me.

However, when I called again recently to proceed with the cancellation, I was told the exact opposite — that I cannot cancel only the SIM, and that I must pay off both the SIM and the phone in full if I want to end the contract. I tried to explain what I was previously told, but the agent I spoke with insisted that the company policy does not allow separate cancellations.

This conflicting information has left me confused and disappointed. I was not told this when signing up, and I made decisions based on what your staff communicated to me during the call on 14 February. It is unfair to customers when policies are not clearly communicated or are app**** inconsistently.

I am requesting the following:

A clear explanation of Vodacom’s policy regarding SIM-only cancellation while continuing device payments.

A review of the call on 14/02/2025 with the Cancellations Department to verify what was communicated to me.

A fair resolution that reflects the information I was originally provided.

I would appreciate your urgent attention to this matter, as it directly affects my financial decisions and trust in your service.