Misallocated Payments, Account Suspension and Request for Immediate Rectification

Dear Vodacom Accounts / Customer Resolution Team,

I refer to my Vodacom contract account, which has recently been suspended despite my account being up to date with payments being made into the previous account number.

As previously communicated (email sent approximately 14 days ago), two payments were made to my previous Vodacom account number in error. Proof of payment was provided at the time. These payments were valid, successful, and received by Vodacom — they have simply been misallocated to an old account. This is not a new issue, as Vodacom is already aware of the existence of the previous account number, and this exact situation has occurred before. Despite providing full payment history and notifying Vodacom timeously: The payments have still not been correctly allocated My account has been suspended I am now being incorrectly advised that a further ±R10,000 is outstanding

This ongoing failure to allocate confirmed payments and the continued suspension of services constitutes a breach of Vodacom’s contractual obligations, particularly given that Vodacom has been in possession of the relevant information for more than two weeks.

I hereby formally request that Vodacom: Immediately allocate the misdirected payments to my correct account Lift the suspension on my account without delay Confirm in writing that my account is up to date or to what balance is actually owed with these payments being allocated.

Please note that if this matter is not resolved within 48 hours of receipt of this email, I will have no option but to formally escalate the matter to Vodacom Customer Resolution and, if necessary, ICASA, and to consider my contractual remedies should the breach persist.

I trust this matter can be resolved urgently and amicably.