OM
Olwethu M
1 reviews | Active since Mar 2026
24 Mar 2026, 13:35
Vodacom continues debiting after contract expiry and claims unauthorised renewal
I am extremely frustrated with Vodacom’s handling of my account.
My contract expired in 2024 and was supposed to continue on a month-to-month basis. I have been trying to cancel the contract, however Vodacom informed me that my contract was “renewed” on 29 October 2025 for another 24 months, which I did NOT consent to.
I did not: - Sign any new contract - Agree to any upgrade - Accept any telephonic renewal
I formally disputed this alleged upgrade, and Vodacom confirmed that the matter was escalated under reference number [#RCO792193], with a turnaround time of 5 working days. This deadline has now passed with no feedback.
Despite this, Vodacom continues to debit my account every month.
This is unacceptable. In terms of the Consumer Protection Act, a fixed-term contract cannot be renewed without explicit consent from the consumer.
I request the following: 1. Proof of the alleged contract renewal (signed agreement or voice recording) 2. Immediate reversal of the unauthorised upgrade if no proof exists 3. Cancellation of the contract without any penalties 4. Immediate termination of the debit order
If this matter is not resolved urgently, I will escalate it to ICASA.
Reference number: [#RCO792193]
I expect urgent resolution.
Helpful (0)
Replies (5)0
Replies (5)
Vodacom's replyOfficial
24 Mar 2026, 15:15Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team.
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team.
Vodacom's reply24 Mar 2026, 15:15
Official
Dear Customer,
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team.
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team.
OM
Olwethu M's updateReviewer Update
10 Apr 2026, 16:22Update:
Vodacom has acknowledged that the upgrade on my account must be reversed in order for my cancellation to proceed without penalty.
However, instead of processing the reversal, I have now been redirected again and a new ticket (***) has been logged for “investigation,” despite the matter already being reviewed and confirmed.
This is causing unnecessary delays while Vodacom continues to debit my account.
I request urgent finalisation of the upgrade reversal so that my cancellation can be processed as previously agreed.
Reference numbers: RCO792193 / ***
Vodacom has acknowledged that the upgrade on my account must be reversed in order for my cancellation to proceed without penalty.
However, instead of processing the reversal, I have now been redirected again and a new ticket (***) has been logged for “investigation,” despite the matter already being reviewed and confirmed.
This is causing unnecessary delays while Vodacom continues to debit my account.
I request urgent finalisation of the upgrade reversal so that my cancellation can be processed as previously agreed.
Reference numbers: RCO792193 / ***
OM
Olwethu M's update10 Apr 2026, 16:22
Reviewer Update
Update:
Vodacom has acknowledged that the upgrade on my account must be reversed in order for my cancellation to proceed without penalty.
However, instead of processing the reversal, I have now been redirected again and a new ticket (***) has been logged for “investigation,” despite the matter already being reviewed and confirmed.
This is causing unnecessary delays while Vodacom continues to debit my account.
I request urgent finalisation of the upgrade reversal so that my cancellation can be processed as previously agreed.
Reference numbers: RCO792193 / ***
Vodacom has acknowledged that the upgrade on my account must be reversed in order for my cancellation to proceed without penalty.
However, instead of processing the reversal, I have now been redirected again and a new ticket (***) has been logged for “investigation,” despite the matter already being reviewed and confirmed.
This is causing unnecessary delays while Vodacom continues to debit my account.
I request urgent finalisation of the upgrade reversal so that my cancellation can be processed as previously agreed.
Reference numbers: RCO792193 / ***
OM
Olwethu M's updateReviewer Update
16 Apr 2026, 15:02It has now been 4 working days since Vodacom logged the reversal request (ref: ***), and I have still not received any feedback. I request urgent finalisation as the delay is ongoing.
OM
Olwethu M's update16 Apr 2026, 15:02
Reviewer Update
It has now been 4 working days since Vodacom logged the reversal request (ref: ***), and I have still not received any feedback. I request urgent finalisation as the delay is ongoing.
OM
Olwethu M's updateReviewer Update
18 Apr 2026, 08:41Thank you for the response.
However, this contradicts the communication I have already received directly from Vodacom. I have been advised that the upgrade must be reversed in order for my contract to revert to month-to-month so that I can cancel without penalty.
I have also already contacted After-Sales and a reversal request is currently being processed under reference ***.
Kindly align internally and provide a consistent resolution, as I am currently receiving conflicting information.
I request confirmation that the approved upgrade reversal will be finalised so that I may proceed with cancellation as previously advised.
OM
Olwethu M's update18 Apr 2026, 08:41
Reviewer Update
Thank you for the response.
However, this contradicts the communication I have already received directly from Vodacom. I have been advised that the upgrade must be reversed in order for my contract to revert to month-to-month so that I can cancel without penalty.
I have also already contacted After-Sales and a reversal request is currently being processed under reference ***.
Kindly align internally and provide a consistent resolution, as I am currently receiving conflicting information.
I request confirmation that the approved upgrade reversal will be finalised so that I may proceed with cancellation as previously advised.
OM
Olwethu M's updateReviewer Update
18 Apr 2026, 09:02Vodacom’s response is inconsistent with the written communication I received directly from your team on 10 April 2026.
In that email, Vodacom confirmed that:
“an upgrade reversal must be completed so that the contract can revert and cancellation can proceed without penalty.”
“an upgrade reversal must be completed so that the contract can revert and cancellation can proceed without penalty.”
This clearly indicates that the validity of the upgrade was already in question and that corrective action was required.
I have since:
- Listened to the call recording
- Noted that the consultant explicitly stated the arrangement was “not a contract”
- Not provided informed consent to a 24-month agreement
Despite this, Vodacom is now contradicting its own position and continuing to delay the reversal while debiting my account. This matter has already been escalated under:
- RCO792193
- ***
I request immediate execution of the previously confirmed upgrade reversal and cancellation without penalty. Failing resolution within 48 hours, I will escalate this matter to ICASA and the National Consumer Commission for formal investigation.
OM
Olwethu M's update18 Apr 2026, 09:02
Reviewer Update
Vodacom’s response is inconsistent with the written communication I received directly from your team on 10 April 2026.
In that email, Vodacom confirmed that:
“an upgrade reversal must be completed so that the contract can revert and cancellation can proceed without penalty.”
“an upgrade reversal must be completed so that the contract can revert and cancellation can proceed without penalty.”
This clearly indicates that the validity of the upgrade was already in question and that corrective action was required.
I have since:
- Listened to the call recording
- Noted that the consultant explicitly stated the arrangement was “not a contract”
- Not provided informed consent to a 24-month agreement
Despite this, Vodacom is now contradicting its own position and continuing to delay the reversal while debiting my account. This matter has already been escalated under:
- RCO792193
- ***
I request immediate execution of the previously confirmed upgrade reversal and cancellation without penalty. Failing resolution within 48 hours, I will escalate this matter to ICASA and the National Consumer Commission for formal investigation.