Unfair billing

I am writing this in utter frustration as I have been given the run around by your call center. My account number is I***. I took out a home wifi with vodacom a year ago but have had no satisfaction with the line as it was to be 100mbps but i was getting speeds 10 or less until it stopped working completely. I called vodacom and they tested the router and finally sent me a replacement. Again I was still not getting the speed as promised and after numerous calls to vodacom finally a technician contacted me. After testing it was established that its a problem on vodacom side as there is no coverage so he sent an email to cancellations and as this is a premature cancelation he advised I would not be liable for the cancelation cost as its an issue on the networks side and I should get another service provider as I cannot be without internet because I work from home online which I did.

I then contacted cancellations where they processed everything and arranged a pick up of the router which took over a month because everytime I called they logged a pick up request saying they could not reach me which is incorrect as I have my phone on me 24/7 due to my type of work and the fact that I have to be available in emergencies.

To my shock, even after the router was picked up and cancellations escalated numerous times I have been debited full for services not rendered as they have the router and I have had no proper connection for almost a year. If you look at the history on my account you will see that I have made numerous calls with no resolution. I am now paying for something that I do not have as well as another service provider. The dates that I have processed the cancelation of my home wifi is as follows: 04 June 2025 : coverage call 13 June 2025 REF: *** 19 June 2025 REF: *** 23 July 2025 REF: *** 29 August 2025 REF: *** September 2025: REF : ***

I hope that this can be resolved at the soonest as I just had a funeral to cover and cannot afford to be paying for a service that is not being rendered. I wish for this home router to be cancelled at the earliest and refunded from June till date. I have been with vodacom for many years and cannot believe how unbothered the call center has become as the do not even follow up or provide feedback as promised. I am really disappointed with this type of treatment. I tried reaching out many times.

To be honest if I dont pay my bill to vodacom then my line gets cut so how is it fair that they can keep taking money from my account without service delivery. This is unfair and unjust.

Regards Uritha