Unfair charge after poor service

Vodacom has completely failed me as a fibre customer. I reported a fibre outage on 3 November (the problem started even earlier), and despite multiple follow-ups, no one communicated with me, my case was closed without my consent, and the service was only restored on 14 November — nearly two full weeks without fibre.

After the service was restored, I only had three days of connectivity before Vodacom disconnected me again over a disputed R400 — an amount I refuse to pay for a period where no service was provided.

Vodacom’s own Subscriber Regulations entitle customers to a prorated rebate for days without service, and they must resolve complaints within 14 days. Yet they ignored my follow-ups, failed to escalate properly, and disconnected me unfairly during a valid billing dispute.

I incurred extra costs for mobile data and airtime because of Vodacom’s failure. I demand:

Immediate reconnection,

A rebate for the nearly two weeks of outage,

Cancellation of the R400,

Written assurance that my account won’t be penalised or listed negatively.

If this is not resolved promptly, I will escalate to ICASA and the Consumer Protection bodies.