Vodacom Contract Cancellation

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To whom it may concern

I have been trying to cancel my cell phone contract since about the 23rd December 2021, due to me immigrating to the United Kingdom and not returning to South Africa.

I called the Vodacom call center on the 23rd or 24th December 2021 and spoke to a cell center agent who helped me through the processes and assured me, at the end of the call, that my contract, which had ended on the 01/09/2020 and had been running on a month to month basis since then, had now been issued a 1 month's notice for cancellation and will be closed at the end of the notice period. I assumed that this would actually be completed.

I was under the impression that on the 10th January 2022 the last monthly payment would be paid by debit order, but since then I have looked at my contract on the Vodacom App and it had stated that the bill standed at R288.99 which is my monthly contract fee.

On the 12th January 2022, I decided to Google Vodacom's cancellations email address and found this email address, (***). I emailed the address, explaining the current situation (explained above). However, that email bounced back stating that there was no such email address. I thought, maybe the Vodacom system was slow or pehapd the Vodacom App was incorrect, so I requested my Vodacom statement, which solidified my suspicions that the contract had not been cancelled.

Around the 21st January 2022, I called Vodacom again to ensure that the account had actually been closed, and to my astonishment I was informed that the account had not been cancelled and was still active. I then went through the process again to cancel my account. At the end of the call, which I'm sure is recorded on the Vodacom system, I asked if there was a reference number. I was told tht there was no reference number, which seemed a bit strange as all calls have reference numbers, but was informed that either on the 31st January 2022 or on the 8th February 2022 (which is my contract payment date) I would receive an email with a reference number stating that the account had successfully been closed. This email has not arrived.

This morning (09/02/2022), I received a frantic call from my folks in South Africa, stating that my bank account had been overdrawn and that this was due to the Vodacom monthly contract charge debiting my bank account.

I have now sent, yet another email to the following addresses, (***; ***) explaining the situation and requesting that my account be closed effective immediately, due to the fact that I have, from my last call to Vodacom, already given 1 months notice.

Please cancel my Vodacom cell phone account and EMAIL me to confirm that this has been completed? I am NOT available on my South African cell phone number, as I am in the UK.