Unauthorised Debit Orders and Incorrect Vodacom Billing

On 16 April 2025, I entered into a contract with Vodacom for an iPhone 13 (128GB, Midnight) under their RED Core 700MB 50min plan, which included an insurance product. The total monthly premium amounted to R599.00. The breakdown was as follows: Comp Cell Insurance – R200 (VAT inclusive), Handset Installment – R145.99 (VAT inclusive), and RED 750MB 50min Plan – R253.

Earlier this year, I passed the device on to my father. Since I understood that the insurance policy (POL***) only covered the device for the original cellphone number ***), I contacted Vodacom Insurance to request assistance with transferring the insurance to the new number ***). I completed the “Vodacom Insurance Change of Insurance Cover Details” form and submitted it via email on 9 January 2026. On 10 January 2026, I received confirmation that the new number ***) was covered, with a new premium of R211.66 and a new policy number (POL***).

My expectation was that I would no longer be charged the R200 premium from the old policy (POL***), as the insurance had been transferred to the new policy. However, this was not the case. Vodacom continued billing me the original contract amount of approximately R600 (which was meant to include insurance), while also debiting an additional R211.66 for the new policy.

I contacted Vodacom regarding this issue, but after considerable difficulty reaching their support team, I was eventually referred to someone in their insurance department. He confirmed that the old policy (POL***) had been cancelled but stated that he could not assist with billing adjustments. He was also unable to direct me to the correct department, instead referring me back to a department that had already redirected me to insurance. This resulted in a frustrating loop. As a result, I began reversing the debit order, as it was not an agreed-upon charge.

I then visited a Vodacom branch at the V&A Waterfront, where I was informed that such issues could only be resolved telephonically through customer care. I continued reversing the debit order while repeatedly visiting Vodacom branches for assistance, as the issue was also negatively affecting my credit score.

At one point, I believed the issue would finally be resolved when a consultant at the V&A Waterfront branch logged a support ticket and asked me to return the following day. However, when I returned a few days later, the matter was still unresolved.

I then requested a settlement quote to terminate the contract immediately. I was informed that I would first need to pay my arrears, which included the disputed insurance charges, amounting to R1,239.98. Although I was unhappy about this, I made the payment, only to be told that I needed to wait for it to reflect before proceeding with cancellation. This month, I received another statement indicating that I now owe R1,849.05, even before I could return to finalize the cancellation.

Honestly, if I could rate Vodacom zero stars, I would. I feel completely trapped in this situation.