1 reviews | Active since Jul 2013
Incorrect Broken Arrangement Notification and Credit Score Damage — Account I***
Good day,
I am writing regarding my account I***, held under the name Lerato Okoh.
This is not the first time I have raised this issue, and I am extremely frustrated that it keeps recurring.
My agreed debit order date is the 25th of each month. April 25, 2026 fell on a Saturday. Vodacom does not process debit orders on weekends or public holidays. I did not change, cancel, or break any arrangement. Your system simply does not debit on non-business days.
Despite this, I received an email this morning notifying me of a broken arrangement. Both the March and April payments have since been debited from my bank account and reflect on my statement. The payments went through. The problem is on your system's end, not mine.
The consequences for me are severe:
In March, I lost 7 points on my credit score for alleged non-payment. Experian refuses to correct this, even after I submitted proof that the payment went through. This morning's broken arrangement notification creates the same risk again.
I am being penalised for a system limitation that is entirely within Vodacom's control. I did not default. I did not break any arrangement. Your billing system failed to account for a weekend date, and I am the one absorbing the credit damage.
I request the following as a matter of urgency:
1. Confirmation that the April payment is correctly reflected and that no adverse report will be submitted to any credit bureau. 2. A formal letter from Vodacom confirming that the March non-payment was a system error, so I can submit it to Experian and request a credit score correction. 3. A permanent fix to my account so that when the 25th falls on a weekend or public holiday, the debit order moves to the next business day without triggering a default or broken arrangement flag.
Your urgent response will be highly appreciated.
Regards, LO
I do not accept this closure. This complaint is not resolved.
In your response dated 05 May 2026, you confirmed in writing that "the March debit order was processed successfully." You also stated that you "requested an update" to my bureau profile. Neither of these commitments has been fulfilled. I have received no corrective letter. My credit record on ClearScore still reflects two missed payments for 2026: January and March. Both months had debit order dates falling on a weekend, which means both delays were caused by your system, not by me.
I need the following before this complaint is closed:
1. A formal letter on Vodacom letterhead confirming that the January 2026 and March 2026 payments were successfully processed and that no default occurred on my account.
2. Written confirmation that Vodacom has submitted a correction to Experian removing both missed payment flags from my credit record.
3. Written confirmation that my debit order arrangement will not trigger a default or broken arrangement notification when the 25th falls on a weekend or public holiday.
You have already admitted the March payment went through. The January payment also went through, as my bank statement confirms. Closing this complaint without issuing the corrective letter and confirming the bureau update is a failure to honour the commitment made in your own response.
I am simultaneously escalating this matter to the National Financial Ombudsman (NFOSA) and the National Credit Regulator (NCR). Your 05 May response, which confirms the March payment was successful, forms part of my evidence submission to both bodies.
I will update this Hellopeter complaint once the corrective letter is received and Experian and ClearScore reflects the corrections. Until then, this matter is open.
Lerato Okoh
Vodacom ***
I do not accept this closure. This complaint is not resolved.
In your response dated 05 May 2026, you confirmed in writing that "the March debit order was processed successfully." You also stated that you "requested an update" to my bureau profile. Neither of these commitments has been fulfilled. I have received no corrective letter. My credit record on ClearScore still reflects two missed payments for 2026: January and March. Both months had debit order dates falling on a weekend, which means both delays were caused by your system, not by me.
I need the following before this complaint is closed:
1. A formal letter on Vodacom letterhead confirming that the January 2026 and March 2026 payments were successfully processed and that no default occurred on my account.
2. Written confirmation that Vodacom has submitted a correction to Experian removing both missed payment flags from my credit record.
3. Written confirmation that my debit order arrangement will not trigger a default or broken arrangement notification when the 25th falls on a weekend or public holiday.
You have already admitted the March payment went through. The January payment also went through, as my bank statement confirms. Closing this complaint without issuing the corrective letter and confirming the bureau update is a failure to honour the commitment made in your own response.
I am simultaneously escalating this matter to the National Financial Ombudsman (NFOSA) and the National Credit Regulator (NCR). Your 05 May response, which confirms the March payment was successful, forms part of my evidence submission to both bodies.
I will update this Hellopeter complaint once the corrective letter is received and Experian and ClearScore reflects the corrections. Until then, this matter is open.
Lerato Okoh
Vodacom ***