UNFAIR BILLING

I am writing to formally raise a concern regarding the ongoing issues with the reactivation and prepaid conversion of my Vodacom number.

On 20 November, I submitted a proof of payment and was advised that my number would be reactivated within 24–72 hours. I had called on spoken to a consultant on the 17th November and I clearly requested that the number be converted to prepaid.

By 24 November, the number was still not active, so I visited the Musgrave branch. I was asked to put my request on a letterhead, which I did, again stating both reactivation and conversion to prepaid.

The line was eventually reactivated on 25/26 November, but the prepaid conversion was not done. On 10 December, I contacted Vodacom again to report this and request the conversion, but no action was taken.

On 5 January, I visited the Vodacom store at Gateway. I was asked to resend the email I had originally sent in November, and after doing so, I was then asked to change the date on the letter. At this point, it became clear that the responsibility for this unresolved issue was being shifted back to me, despite the fact that the delays and omissions were not due to any fault on my part.

The prepaid conversion has been done but for 31st Jan, which means I will be billed again. However, I continue to receive daily calls regarding the December bill, while no one contacts me to address the underlying error. Each consultant I speak to provides a different explanation, and none have taken ownership of resolving the matter.

This situation is unfair and deeply concerning. I have comp**** with every instruction given to me, yet the issue remains unresolved while I am being billed for a service I did not request and repeatedly attempted to change.