Incorrect Debit Orders, Payment Arrangement Not Honoured and Credit Record Impact

I am writing to formally lodge a complaint regarding the incorrect handling of my account and debit orders.

In December, there were sufficient funds available in my bank account for Vodacom to deduct the required debit order. Vodacom failed to process this deduction despite the funds being available. I have proof of this. The arrears currently reflected on my account are therefore a result of Vodacom’s failure to deduct the payment, and not due to any negligence on my part.

Following this, I made a payment arrangement with Vodacom to pay R800 this month. According to the Vodacom store system, this amount was scheduled to be deducted on the 31st. However, this deduction has still not taken place. Instead, incorrect amounts are being deducted from my account, which does not align with the agreed payment arrangement.

This situation is extremely frustrating and unacceptable. Due to Vodacom’s internal errors, my account is now reflecting negatively, which makes me appear unreliable and is damaging my credit profile. I have acted in good faith throughout this process and comp**** with all agreements made.

I hereby request the following urgently:

Immediate correction of my account and balance.

Written confirmation that my credit record will not be negatively affected due to Vodacom’s error.

A full explanation as to why the debit order was not processed in December and why the agreed deduction on the 31st was not honoured.

I am seeking a fair and immediate resolution to this matter. Should this issue not be resolved promptly, I will be forced to escalate this complaint to Vodacom management, the National Consumer Commission, as this situation is causing unnecessary financial and reputational harm due to errors beyond my control.