Upgrade not effected from May

Dear Vodacom Customer Care,

I am writing to express my serious dissatisfaction and concern regarding the handling of my recent contract upgrade, which has resulted in unjust billing and an unacceptable lack of accountability from your side.

On 21 May 2025, I successfully upgraded my contract to a package Red VIP. The upgrade was processed and effected. However, to my surprise, I have now been billed R1476, only to discover that the upgrade was later cancelled without my knowledge or consent.

This is a clear breach of trust and a violation of consumer rights. Not only was the upgrade confirmed and actioned, but I was never notified that it had been reversed, nor was I informed of any reason for this cancellation. To make matters worse, no one at Vodacom is taking responsibility, and I have received no valid explanation as to who cancelled the contract and why.

Let me make it clear: This mistake is entirely on Vodacom’s side. I should not be made to suffer financial loss, confusion, or inconvenience due to your internal failures.

I demand the following, with immediate effect:

1. A full investigation into who cancelled the upgrade and on what basis — with clear records and accountability.

2. Immediate correction of my billing to reflect the agreed R1299 from 21 May 2025.

3. A refund or billing credit for the excess amount I was charged.

4. A formal written explanation and apology for the financial and emotional inconvenience caused.

Should this matter not be resolved within 5 working days, I will escalate it to ICASA, the Consumer Goods & Services Ombud, and launch formal legal recourse under the Consumer Protection Act. I will also seek compensation for damages, including any data or call usage lost as a result of this failure.

I expect urgent attention and a written response.