Ongoing Billing & Refund Issue - for a cancelled contract

I have been struggling with Vodacom since July 2023 to cancel a home LTE internet contract and secure a refund for ongoing incorrect charges. Despite countless calls and assurances of resolution, my issue remains unresolved. Here is the full story:

In December 2022, I signed up for Vodacom's LTE Home Internet solution via the Vodacom Rewards sales team. This was a 3-year contract at R299 per month. Unfortunately, the service proved unreliable, with constant dropped calls and buffering issues despite adequate technical specifications. I sought assistance through a Vodacom store and their technical support, which led to temporary fixes, but the problems persisted.

After multiple troubleshooting attempts, Vodacom's technical team acknowledged that the router might be faulty and deemed the solution unfit for purpose. They advised that I qualified for a penalty-free cancellation. In July 2023, I was instructed to return the router, which RAM Couriers collected from my home in mid-September 2023.

I expected the contract to be cancelled and the billing adjusted. However, the R299 charge continued appearing on my bill each month. Since then, I have called over 12 times and spoken to various departments (Customer Care, Cancellations, and the Rewards Team), each time explaining the situation from scratch. Each call ended with a promise of a callback, but none materialized.

In early 2025, I finally learned that the issue was due to the Rewards back office not marking the router as 'returned' in their system. This oversight blocked the cancellation and refund process. Again, I was assured a callback once it was resolved, but I am still waiting. My calls in February 2025 have yielded the same outcome—explaining everything again, being promised callbacks, and receiving no further progress.

As of today, 20 February 2025, Vodacom owes me R5,100 (17 months x R300) for charges since September 2023, plus interest. This experience has been deeply frustrating and unacceptable.

I am now resorting to a public complaint as my final effort to prompt action.

I expect immediate action:

Full cancellation of the contract.

Refund of all incorrect charges since September 2023.

Interest added to the refund to account for the time Vodacom has held my money.

I hope this can finally be resolved, or I will escalate the matter to the Consumer Goods and Services Ombud (CGSO).

Contact me urgently to confirm the steps being taken.

Thank you.