Two Years After Settling My Account, Vodacom Invents a Debt

To whom it may concern,

I am writing this complaint out of sheer frustration, disbelief, and exhaustion after dealing with what can only be described as the most *********** service system I have experienced outside of government institutions.

In late 2022 / early 2023, I settled my Vodacom contract in full. I then had the account converted to a pay-as-you-go profile, as confirmed by the consultant who assisted me at the time. She explained that one final debit would go off — which it did — and that everything was in order. For the past two years, I have used the number as a normal prepaid SIM, loading my own airtime and data without a single issue.

Now, out of absolutely nowhere, I have spent the past few weeks being bombarded by calls, SMSes, and emails from Vodacom’s debt and collections departments claiming that I suddenly owe R1,500 on a contract that was paid up, closed, and converted two years ago**.

When speaking to multiple collections and retentions agents, I am told the same thing: “This makes no sense. Vodacom would never have converted your account to prepaid if the contract wasn’t settled.” However, when they attempt to assist further, they claim they cannot access my account and advise me to contact Customer Care.

And here is where the incompetence becomes farcical:

When you phone Vodacom Customer Care, you are met with an automated system that demands you enter your cellphone number. Once you do so, the system immediately diverts you back to the very same collections department, who cannot help you.

This loop is endless. No human. No escalation. No support. No resolution.

To make this even more absurd, for the past two years I have been receiving monthly statements from Vodacom clearly showing a zero balance — and yet somehow, Vodacom’s systems have allegedly reinstated a closed contract and fabricated an amount owing two years later.

It is incomprehensible how a company as large and established as Vodacom cannot manage basic internal processes, customer service routing, or accurate account records. It is even more baffling that companies like Starlink are considering partnerships with Vodacom when the organisation cannot even maintain their own customer accounts without resurrecting closed contracts.

Vodacom’s internal procedures are clearly a mess, and it is no surprise that South Africans are migrating to networks like Cell C and Melon Mobile, whose systems do not randomly resurrect closed accounts and demand payment years later.

I expect this to be resolved immediately, the *****ulent amount removed, and written confirmation provided that my account was closed, settled, and validly converted to prepaid in 2022/2023.

This complaint will be published on Facebook, and other public platforms until Vodacom takes accountability and rectifies this unacceptable error.

I expect a written response within 48 hours.

Regards, Ryan Taylor