Urgent: Clarification and Assistance Required on Fibre Account Suspension and Reconnection

Good day,

My fibre account was suspended on Wednesday, 21st May. When I contacted the accounts department, I was informed that the account had been suspended and that full payment of the outstanding balance was required for reactivation. At no point was I advised that the account had been or would be terminated.

Over the weekend, I visited a Vodacom store and paid the full outstanding amount as instructed. I was informed that the fibre service would be restored within 3 hours. However, after waiting the specified time, the service was still inactive.

As the accounts department is closed over weekends, I contacted the technical department. To my surprise, I was told that the account had been deleted and that I would now need to reapply for a new fibre connection.

I am extremely concerned and disappointed by the lack of communication regarding the termination of my account. Had I been properly informed, I would have handled the matter differently. I kindly request that this issue be reviewed urgently, and that you provide clarification on why I was not informed of the account termination, despite making full payment as advised.

Please let me know what steps can be taken to resolve this situation as quickly as possible.