Lodging a Complaint and Intention to Take Legal Action Against Vodacom

Subject: Lodging a Complaint and Intention to Take Legal Action Against Vodacom

To Whom It May Concern,

Main Contact Number: ***

This letter serves as formal notification of my intention to pursue legal action due to significant business losses resulting from the disconnection of my Vodacom account. Below are the circumstances that have led to this decision:

On 16 October at 12:15, all Vodacom numbers linked to my account were abruptly disconnected.

Our company operates fully remotely, with employees working online. As a result, the disconnection impacted our entire workforce, bringing business operat ions to a complete standstill.

Ongoing training courses were interrupted, and we had no way to reconnect or resume the sessions, forcing us to cancel all presentations.

Our clients were left waiting online with no communication from us, which has caused severe reputational damage to our business.

Upon realizing the issue, I borrowed a phone to contact Vodacom Customer Service. I was informed by Vusi, a customer care representative, that the disconnection was caused by a system issue on Vodacom’s side. Specifically, I was told that in August, certain clients' debit orders were revoked from the system, and as a result, my debit orders for August and September did not process.

As we rely on automated debit orders and manage thousands of transactions monthly, we were unaware of the issue. Vusi informed me that it was my responsibility to monitor the account, but as a business owner, I do not have the time to check bank statements daily to confirm every transaction.

Since this system error was caused by Vodacom, and not by non-payment on my part, I would have expected proper notification. However, I never received:

Any notification about the debit order system issue. Any communication that the August debit order did not go through. Any notification that the September debit order was unsuccessful. Any warning regarding the outstanding amount or intention to disconnect the lines.

I have been a loyal Vodacom customer since its inception and have never missed a payment or had my account fall into arrears. I was disappointed by the lack of consideration from Vodacom’s representative when I explained the urgency of reconnecting our lines due to our ongoing training sessions. I was repeatedly told that Vodacom would not assist until payment was made, even though the issue was not due to my negligence.

Given the situation, I kindly request the following:

Proof that Vodacom sent a notification regarding the debit order system issue. Proof that I was informed the August debit order did not process. Proof that I was notified about the September debit order failure. Proof that Vodacom made any effort to contact me regarding the outstanding balance and the impending disconnection.

Please provide this information urgently, as it will help determine the next steps in addressing the damages caused to my business.

Kind regards