Very Bad Service

I wish to formally express my extreme dissatisfaction and disappointment with the manner in which Vodacom has handled my account and the unacceptable service I have received.

I have been a loyal Vodacom customer for approximately 20 years and, throughout this period, have maintained a good payment history without missing a single payment. I find it extremely disappointing that, after two decades of loyalty, I am being treated in this manner over an amount of just R25.00.

At the end of October 2026, following my debit order payment, I contacted Vodacom to advise that I wished to terminate my account and requested confirmation of the settlement amount required to close it. At that stage, my account was fully up to date, with no outstanding payments.

Vodacom subsequently provided me with a settlement letter confirming the amount payable to terminate the contract. I immediately went to a Vodacom store and paid the requested amount in full.

On 31 October 2026, I emailed Vodacom the proof of payment together with the settlement letter and invoice issued by your own department.

To my surprise, approximately one week later, I received another statement indicating that a further payment was due at the end of November. This made absolutely no sense, as I had already followed the prescribed cancellation and settlement process and had paid the amount communicated to me by Vodacom.

I contacted Vodacom on several occasions in an attempt to resolve the matter. The level of customer service I received was extremely poor and unacceptable. After numerous calls, I was eventually informed that my account had been handed over to the legal department and blocked due to an alleged outstanding amount of R25.00.

Despite submitting the settlement letter and proof of payment, no satisfactory action was taken to rectify the situation. I was not even contacted or properly informed that my account was being escalated to the legal department over this alleged amount.

In an attempt to resolve the matter and avoid further complications, I subsequently paid the additional R25.00, despite strongly disputing the validity of this amount.

What makes this situation even more concerning is that, despite making this payment, my name allegedly remains flagged with the legal department. Furthermore, I have suffered damage to my credit profile as a result of this matter, which I believe is entirely unjustified and stems from Vodacom's failure to correctly process my cancellation and settlement.

I hereby formally demand the following:

1. A full investigation into how my account was handled and why it was referred to the legal department despite the settlement payment having been made. 2. Written confirmation that my account has been fully settled and closed, with no further amounts outstanding. 3. Immediate correction of any incorrect adverse information reported against my name to credit bureaus. 4. Written confirmation that all legal collection processes and negative listings relating to this disputed amount have been withdrawn. 5. An explanation as to why my settlement payment and supporting documentation were not properly processed when initially submitted on 31 October 2026. 6. A formal explanation of why I was never contacted or notified before my account was referred to the legal department. 7. Appropriate consideration of the financial and reputational damage caused by this unacceptable handling of my account.

I have retained all relevant documentation, including the settlement letter, invoices, proof of payment, correspondence and records of my attempts to resolve this matter.

Please understand that I will not allow this matter to be ignored or dismissed. I expect Vodacom to take full accountability for its administrative failures and the consequences thereof.

After 20 years of loyalty and a clean payment history, I find it unacceptable that my name and creditworthiness could potentially be compromised over R25.00, particularly when I followed the settlement instructions provided by Vodacom itself.

I will not hesitate to escalate this complaint to the relevant regulatory and consumer protection authorities, including the relevant telecommunications complaints body and credit reporting authorities, should Vodacom fail to resolve this matter satisfactorily.

I am no longer interested in receiving generic responses or being passed from one department to another. I expect this complaint to be handled by senior management, with a proper investigation and a written response addressing every point raised above.

Twenty years of loyalty should count for something. Unfortunately, Vodacom's conduct has completely destroyed my confidence in the company, and I have no intention of supporting Vodacom again.

I trust that this complaint will receive the urgent attention it deserves.