Urgent Matter Regarding Multiple Vodacom Accounts - Contract Cancellation, Billing Discrepancy, and Unauthorized Package Additions

I am writing to express my profound disappointment and frustration with the service I have received from Vodacom. This letter concerns not only a recent e-sim application but also issues on my primary contract, all of which point to a serious breakdown in your company’s operational processes.

In December 2024, I attempted to apply for an e-sim. The process was a complete failure, requiring me to complete the application three separate times, and I was charged on each occasion. This resulted in three payments for a single service that was never properly activated.

Furthermore, my primary Vodacom contract has been subject to similar mismanagement. It has been inexplicably "upgraded" with an additional package, effectively doubling my monthly cost without my consent. This is particularly baffling given that I reside in Southeast Asia and only use the mobile number to receive calls. I had already explained this specific usage requirement and my circumstances to a Vodacom consultant who initially assisted me. The addition of an extra package is not only unnecessary but highlights a complete disregard for my communicated needs and a fundamental failure in your system.

I have attempted to cancel my contract, which was due to expire in three months. I was told to submit a formal letter, which I did in December 2024. Despite my clear request, I am still being billed for the service seven months later, and the monthly charge has now increased to three times the original amount.

This pattern of billing errors, unauthorized service additions, and a complete failure to process a timely contract cancellation is unacceptable. It demonstrates a level of operational inadequacy that is deeply concerning for a telecommunications company.

I request an immediate investigation into this matter and demand the following actions be taken without delay:

My contract on number: *** to be canceled immediately, effective from my initial cancellation request.

A full refund for all incorrect charges, including the multiple e-sim charges, all payments since my cancellation request, and the unauthorized package on my primary contract, number ***.

A clear and detailed explanation for these multiple failures and what steps will be taken to prevent them from happening to other customers.