Vodacom Billing Nightmare & Zero Accountability – I Need Answers!

I currently have both a mobile contract and a home internet contract with Vodacom. My home internet contract began in November 2022 and was a 36-month contract. Since the connectivity has been terrible and I now have fibre, I decided not to renew it. With the contract term ending, I phoned Vodacom on 3 November to give my 1-month cancellation notice.

The call center agent confirmed that he cancelled the contract and informed me I would be billed for one additional month because I had called in early November instead of at the end of the term. I accepted this. He then sent me a premature cancellation quote, which correctly showed no outstanding fees since the contract was ending. On 4 November, I returned the signed cancellation quote along with my ID.

A few days later, I received my November invoice, and suddenly my home internet charge had increased from R296.48 to R517.34. An unexplained extra R220.86 was added.

On 12 November, I called Vodacom to dispute this. After fighting through the endless automated menu (about a minute each time), I made three calls. The first two ended with an unhelpful chatbot, and the third finally reached an agent. She insisted the extra amount was an “early cancellation fee”, despite my quote showing zero additional charges. She logged a query and gave me a reference number.

Three days later, I received an SMS saying the query was closed — but no one contacted me about the outcome.

I called again on 20 November (twice, because the first call failed), only to be told the same thing: it’s an early cancellation fee. After being repeatedly dismissed and told “that’s what your invoice says”, I reluctantly accepted that I’d have to pay it just to put this nightmare behind me.

Then things got worse.

On 26 November, I received an SMS stating my next debit order on 1 December 2025 would be R1762.40. My usual monthly amount, which includes my mobile contract, has been R887.48. Even with the disputed R220.86 added, my November invoice stated my debit would be R1108.34 - not R1762.40.

I immediately called Vodacom (two calls, one hour). I spoke to Mogomotsi, who is the only consultant so far who has actually acknowledged that the amounts make no sense. He opened a new query, gave me a new reference number, and told me someone would contact me in 2 - 3 days. No one ever did.

On 1 December, I called five times, trying to get clarity. Still nothing. While Mogomotsi has at least tried to assist, even he has been hung up on by other departments, and despite promising to call me back, he hasn’t.

This week I was debited the incorrect amount, exactly what I’ve been disputing. I spent Monday on the line with Vodacom and after getting nowhere, I was told I would get a callback, still nothing.

I am exhausted, frustrated, and absolutely disgusted. Vodacom is charging arbitrary amounts with no explanation, no accountability, and no follow-through on any of their promises to call me back.

Vodacom, I want: - A full explanation of these charges - Immediate correction of the billing errors - Refund of any incorrect debits - Written confirmation that my home internet contract is properly cancelled - Proper feedback from a competent representative

This level of service is unacceptable.