Incorrect information given, negatively affecting customer

Good day,

I have requested a premature cancellation in November and made payment to this account in November 2019.

My debit order did not go off on 1 December 2019 and when trying to make payment on the myvodacom APP it stated that a debit order is scheduled to go off on 02 Jan 2019 for the full balance therefore I was under the impression that everything would be fine.

My credit profile was updated mid December showing that I am in 30days arrears I therefore immediately contacted Vodacom and spoke to Nelisiwe in collections who advised that the debit order did not go through as the invoice for the premature cancellation was generated after the debit order date(Something to that sort) she advised that she will instruct for a payment to be done immediately and my credit profile will be updated within 3days (Call records will verify this)

On 31 December 2019 my credit profile is still not updated and I’m told by Yolandi from collections that it will not be updated to reflect that my payments are up to date.

The first consultant that I spoke to regarding the cancellation DID NOT inform me about the debit order that would not go off at the end of the month. Had she told me this then I would’ve made payment immediately for my account. The 2nd consultant(Nelisiwe) informed me that one payment is made, my ITC would be cleared within 3 days which is also incorrect information. As the payment was processed on the 19th December.

I called in today to speak to someone in the legal department as I was told that I need to Followup with them(An email was sent on 31 December 2019 and no update was received up to today) Spoke to Yolandi today who advised that she will send ANOTHER email to Legal to respond!

I am requesting this my payment profiles at ITC be updated to reflect that my Vodacom account is up to date for December 2019

Your response and assistance is awaiting

Thank you