Ms

I have been a Vodacom Home router customer from July 2021; the router has been in good working order I haven had any issues with it since.

Now in May 2025 I started experiencing problems with the router it was always showing a red light which means there was a network connection issue/faulty router.

I called in at Vodacom customer service, and they told me to take the router to Vodacom repairs to check what was the issue. The Vodacom repairs team then responded that there was nothing wrong with the router-no fault found, the problem might be connection coverage.

Vodacom acknowledged that there was a connection problem from their side, they will need to cancel the contract on their side and arrange to fetch the router. There was an arrangement then the router was collected by a courier on the 1st week of August 2025.

Since then, I haven’t heard any feedback/response from Vodacom, but there is a debit every month from my account. I made followed up query on the 1st week of October and called cancellation department to find out the reason for the debit order and to cancel the contract if its active.

Their response was they deal with cancellation of online contracts only I need to call customer service consultants to cancel. When I call customer service, they also cannot assist me they are referring me back to call cancellation department.

Now month end of October the debit order still went through but I still don’t have the router, I refuse to pay for a merchandise that I don’t have and I am not consuming.