Vodacom changed my banking details without my authorisation and has still not resolved the issue

I changed my banking details with Vodacom from Capitec to FNB last year, and my debit order was successfully being deducted from my FNB account up until May 2026.

However, in June 2026, the debit order suddenly started being deducted from my old Capitec account. I never requested or authorised Vodacom to change my banking details back to Capitec.

I have contacted Vodacom numerous times regarding this issue. Each time, I am told that the matter will be resolved, but it continues to remain unresolved. I have also been told that Vodacom tried to contact me but could not reach me. However, I was later informed that they were calling the number associated with my Wi-Fi/router. How can Vodacom say they could not reach me when they were calling a number that is in the router and is not my contact number?

I have repeatedly called back and followed up, yet I am still being told that my account is in arrears because of penalty fees.

I strongly dispute these penalty fees. I should not be held liable for charges resulting from a change to my banking details that I did not request or authorise. My payments were being successfully deducted from my FNB account before this issue occurred.

I am requesting that Vodacom:

1. Investigate how and why my banking details were changed back to Capitec without my authorisation. 2. Remove all penalty fees and arrears that resulted from this issue. 3. Confirm in writing that my account is up to date and that no negative consequences will result from this disputed issue. 4. Provide a clear explanation of what caused my banking details to be changed.

I have made multiple attempts to resolve this directly with Vodacom, but I am still being sent in circles. I now need this matter properly investigated and resolved.