Poor service delivery and lack of communication

Vodacom caused arrears on my account due to incompetence and poor internal communication

On 03 March 2026, I requested a migration of my account and cancellation of my insurance cover due to financial strain. I was then given confirmation that the migration had been processed and that the insurance cancellation would take effect from 01 April 2026. Based on that confirmation, I budgeted for a reduced monthly payment.

After the debit order failed, I contacted Vodacom again on 02 April 2026, only to discover that the migration had never been processed and that the insurance had also not been cancelled, despite this having been confirmed to me previously.

As a direct result of Vodacom’s failure to carry out what was requested and confirmed, arrears were raised on my account. It is completely unreasonable for Vodacom to expect me to carry the consequences of their own administrative failures and lack of internal communication.

To make matters worse, this has also negatively affected my credit score. This is especially unacceptable because the issue did not arise from deliberate non-payment on my side, but from Vodacom providing incorrect information and then failing to act on my instructions.

Vodacom is very quick at upgrading your account at no extra charge, very happy to take your money, but when it comes to the "Valued Customer" needing to pay less and downgrading, there are extra charges and poor service delivery.

Vodacom’s service in this matter has been unacceptable. I expect them to take responsibility, correct the arrears, and provide a fair resolution without further delay.