Unresolved Billing Issue and Negative Impact on Credit Score

I am writing this complaint to express my deep dissatisfaction with Vodacom regarding an ongoing billing issue that has remained unresolved since October 2023. Despite numerous attempts to resolve this matter and escalating it multiple times, I am yet to receive a clear or effective resolution.

What makes it worse is I am copied in emails where Vodacom employees are passing the buck to each other and saying They do not respond to emails from clients, their colleague must log another service request.

The issue began on October 10, 2023, when I submitted a cancellation request for Vodacom Fibre services. On the same day, Vodacom consultant from the Vodacom FTTH Support team confirmed the cancellation, which was to take effect from October 31, 2023. The associated Sales Order Number is SO***, and the Billing Account Number is I***. However, despite clear confirmation of cancellation, Vodacom continued to debit my bank account. Follow-up correspondence on February 18, 2024, from another Vodacom consultant, confirmed the cancellation, yet I was still being charged. On March 1, 2024, I received further confirmation of the cancellation being logged, but the unwarranted billing persisted. On June 10, 2024, I escalated this issue again, contacting multiple Vodacom representatives, who are in management roles. Despite assurances and escalations, no concrete resolution has been provided, and the issue has now escalated to debt collection—most recently on November 20, 2024.

The repeated lack of support, combined with continued billing for a service I cancelled more than a year ago, is extremely disappointing. To make matters worse, this issue is now harming my credit score due to inaccurate reports about my payment history.

This situation has caused significant frustration and has undermined my trust in Vodacom. I respectfully request the following actions to be taken immediately to resolve this matter: - Cease all unwarranted billing for the cancelled service. - Rectify any inaccuracies in my credit history caused by this issue. - Provide clear and formal confirmation that the cancellation has been fully processed.

This has been an unnecessarily long and frustrating process, and I sincerely hope Vodacom takes prompt and decisive action to address this issue.

I will forward you all email correspondence and you will see how disrespectful Vodacom consultants are not only to each other but to us as clients.