Incorrect billing on contract

Dear Vodacom Customer Care,

I am writing to formally lodge a complaint regarding incorrect charges app**** to my account following my recent contract upgrade.

I noticed after my upgrade my bill was much higher than initially discussed with the consultant when I agreed to the upgrade. I upgraded two of my lines and she assured me that both contracts will not be more than R550. My contract is currently on an open line and it should be a top up.

Please note I would not have agreed to an upgrade if it was above my means. I am a single parent and I cannot afford a huge contract. So this month I am financially strained due to my high bill.

On 3 September 2025, I contacted your customer service line and spoke to a consultant named Jimmy. He assured me that the matter would be escalated and that I would receive reference numbers. Unfortunately, I never received any.

On Friday, 12 September 2025, I called again in an attempt to resolve the issue. I was transferred between three different departments, and each time my call was terminated without any assistance. This has left me extremely frustrated and without resolution.

I request that Vodacom urgently:

Investigate and rectify the incorrect charges on my contract.

Provide me with the escalation reference numbers linked to my complaint.

Confirm in writing the steps being taken to resolve this matter.

I trust that Vodacom values its customers and will treat this matter with urgency. If I do not receive a satisfactory response within 7 working days, I will have no choice but to escalate my complaint to the Independent Communications Authority of South Africa (ICASA) and consider further action.

I look forward to your urgent response.

Sincerely, Megan Williams