Subject: Billing Discrepancy Due to System Failure

Dear Vodacom Customer Support,

I hope this message finds you well. I am writing to formally dispute a charge on my recent statement, which I believe was caused by an issue with your system's failure to properly cap my call minutes as agreed upon in my contract.

When I signed my contract in December 2025, it was agreed that my monthly limit would be capped at 50 minutes. For the first few months, I adhered to this limit, and the system correctly suspended the line once the 50 minutes were used. However, between March and April 2025, I was surprised to learn that my line continued to make calls beyond the 50-minute cap, resulting in additional charges.

I only became aware of this when I received a notification indicating that I had 16 minutes remaining, and upon further inspection, I noticed an unexpected increase in my monthly installment by R400. When I called customer support, I was informed that this increase was due to exceeding the 50-minute limit, even though I had not authorized this additional usage.

Given that the system failed to enforce the 50-minute limit that was clearly outlined in our agreement, I believe I should not be held responsible for these additional charges. I would appreciate it if you could investigate this issue, ensure that my account reflects the correct billing, and adjust my account accordingly.

Please let me know how you intend to proceed and if further information or clarification is needed.

Thank you for your attention to this matter. I look forward to your prompt response.

Kind regards,

Concerned Customer