Vodacom failed to downgrade Lines, refund required.

Vodacom Complaint – Failure to Downgrade Lines & Ongoing Incorrect Billing

I have been a loyal Vodacom customer since the early days of the company, and I am extremely frustrated with how my account has been handled. For over a year, I have repeatedly contacted Vodacom and spoken to multiple consultants, requesting that my unused contract lines be downgraded to prepaid (pay-as-you-go). These are lines I do not use and have clearly stated I do not want to continue paying for. Due to financial difficulties and being unemployed for over two years, I could not keep paying for unused services. My lines were suspended multiple times. In September, I was finally told that all my lines had been downgraded to prepaid. This was a huge relief.

In January 2026, after starting work again, I paid over R6,000 to clear my outstanding balance — still under the belief that everything had already been sorted. This downgrade was also confirmed in person by a Vodacom consultant (FRANS) at Mall @ Reds. However, in April, when I visited the Vodashop at The Grove(ABI), I discovered: None of the lines were downgraded All contracts are still active I have continued to be billed incorrectly I now owe an additional R4,200 This is completely unacceptable.

Vodacom has: Ignored repeated requests over 12 months Provided false confirmation that changes were made Continued billing for services I explicitly asked to cancel/downgrade Caused ongoing financial damage

What I require: Immediate downgrade of all unused lines to prepaid Full refund/reversal of all charges from September onward, as I was told the downgrade was completed A full account audit Written confirmation once everything is corrected This situation has gone on long enough. I expect urgent resolution.