Ongoing Billing After Cancellation and No Accountability

I am extremely frustrated with the poor service and lack of resolution from Vodacom.

On 3 January 2026, I contacted the Cancellations Department and cancelled both my cellphone contract and the associated insurance. During the call, I was explicitly informed that the insurance would be cancelled together with the contract.

Despite this, I was still debited for the cellphone insurance from my account at the end of February after the cancellation.

Since then, I have spent a significant amount of time contacting multiple departments to resolve this issue, but I keep being sent from one department to another, each giving conflicting information:

I am told to contact the Vodacom Insurance department, yet they require proof of cancellation.

The Insurance team cannot access recordings from other departments.

I was told to go into a store to listen to the recording, which does not help since the relevant department needs access to it.

A consultant confirmed that Customer Care should be able to attach the recording to my account, yet this has still not been done.

To make matters worse, my complaint was recently closed simply because I missed a call while I was at work. No email follow-up was sent, and no proper attempt was made to resolve the issue before closing the case.

This is completely unacceptable. I am being held responsible for internal communication failures within Vodacom while I continue to be financially affected.

I am requesting the following:

Proof (call recording or written confirmation) that my contract and insurance were cancelled on 3 January 2026

A full refund of any incorrect charges after cancellation

Confirmation that no further debits will be processed

I expect this matter to be resolved urgently. If not, I will escalate this further through formal regulatory channels.

This has already taken far too much time and effort for something that should have been handled correctly from the start.