Vodacom continued billing after paid cancellation – no resolution

In July 2025 I visited the Vodacom Fourways Mall branch to cancel my existing business SIM contract after being informed I could not upgrade. I requested a premature cancellation quote, which was issued to me. I signed and accepted the quote and paid the full cancellation amount on 19 July 2025. I also submitted all required documentation via email.

My understanding, based on this process and in-store confirmation, was that the contract would be cancelled.

Due to personal circumstances at the time, I did not immediately audit my bank account. However, upon reviewing my statements on 6 February 2026, I discovered that Vodacom has continued debiting my account every month from July 2025 to present for a service that had already been cancelled and paid for. I have not used the service during this period.

The total amount incorrectly debited is approximately R3,200.

I returned to the Fourways Mall branch on 6 February 2026 to resolve the matter, but no clear resolution timeframe could be provided. In addition, my interaction with a retention consultant was extremely disappointing and unprofessional, which further added to my frustration as a customer attempting to resolve an administrative issue not of my making.

I have all supporting documentation available: • Cancellation quote • Signed acceptance • Proof of payment • Email correspondence • Debit order records

I have now formally requested: • Confirmation that the contract has been cancelled • A refund of all debits taken after payment of the cancellation quote • Written confirmation that my account is closed and settled • Assurance that no adverse credit listing exists

I am posting this here in the hope that Vodacom escalates and resolves this matter urgently, as it should not take public complaints for a customer to receive assistance after following the correct cancellation process and paying in good faith