Vodacom - Charging Handset installments for paid off device

I am writing about an unresolved billing dispute that has been outstanding since 8 April 2026, despite multiple engagements with your call centre.

I have been incorrectly billed for a handset installment that should have concluded in 2023. This matter was first raised telephonically on 8 April 2026 (call duration: 37 minutes), at which point the call centre agent acknowledged the issue and logged a service request. I received the service ticket reference number on 14 April 2026 — one week after the initial query was logged.

17 April 2026 – Received an SMS advising that the service call was still in progress and would be resolved by 20 April 2026. No resolution was provided. 28 April 2026 – I contacted the call centre again (29 minutes). The agent confirmed that the matter had not been escalated and committed to doing so immediately. No feedback was received.

30 April 2026 – I followed up again (17 minutes) and was advised that the matter was still under investigation.

6 May 2026 – I contacted the call centre once more (22 minutes) and was informed that the query had been referred to the finance department. I am still awaiting feedback.

This matter is straightforward and should require minimal time to resolve. 1. Review the contract signed in 2021 confirming the handset installment terms and the agreed end date of 2023. 2. Audit the relevant invoices on the system to identify the period during which the installment was incorrectly continued. 3. Confirm the monthly amount incorrectly charged. 4. Process a full reimbur*****t for all amounts incorrectly debited.

Of significant concern is the fact that the handset installment continues to reflect on my current statement, meaning charges are still being levied. This matter has now persisted for an extended period without resolution.