Vodacom: FAILURE to correct Contract error and repeated failure to resolve cancellation

I am lodging a formal complaint regarding Vodacom's failure to correct an incorrect contract cancellation quote and their subsequent failure to provide the assistance required for me to cancel my contract within the requested timeframe.

On 14 August 2026, I visited a Vodacom store to port my number. I was advised that I needed to settle the early termination amount before cancelling my Vodacom contract. The cancellation quote provided was calculated on a 36-month contract.

I disputed this, as I had no recollection of agreeing to a 36-month contract, and requested the recording of the 2025 call in which the contract was allegedly agreed.

Vodacom advised that the recording would be attached to my profile within 24 hours.

On 18 August, I contacted Vodacom to follow up and was informed that no request for the recording had been submitted. I had to request it again. The recording was eventually attached on 20 August. Vodacom had informed me that they had completed their internal investigation on my dispute and stated that their quote is correct. Perhaps Vodacom can clarify which part of ‘24 months’ was interpreted as ‘36 months

On 25 August, I listened to the recording at a Vodacom store. The recording clearly confirms that I agreed to a 24-month contract, not a 36-month contract.

I immediately contacted Vodacom's cancellations department and requested a corrected cancellation quote based on the contract confirmed by Vodacom's own recording. I specifically explained that I needed to settle the amount before the end of August to avoid being billed for another month.

I was advised that the matter had been escalated as urgent and that I would receive a response within three days.

By 28 August, I had received no resolution. I also emailed the cancellations department requesting an update.

At approximately 11:30 on 28 August, I contacted Vodacom again and was told that the matter had been escalated to senior management and that I would receive a call within 30 minutes.

No call was received.

13:20, I contacted Vodacom again and was informed that nothing had been resolved. I was told that the matter would be escalated again.

14:30, having still received no contact from anyone with the authority to resolve the matter, I contacted Vodacom for a further time.

The agent was unable to resolve the issue and submitted another request to her manager. I was then told that I would have to wait a minimum of another 48 hours, as this was Vodacom's protocol.

This is unacceptable.

The facts are straightforward:

Vodacom issued a cancellation quote based on a 36-month contract. Vodacom's own recording confirms that I agreed to a 24-month contract. Vodacom failed to obtain the recording when it was initially requested. Once the incorrect quote was identified, I immediately requested a correction. The matter was supposedly escalated as urgent, yet no resolution was provided within the promised timeframe. I was promised a senior management callback within 30 minutes. This did not happen. I subsequently contacted Vodacom multiple times and was repeatedly told the matter would be escalated. I am now being told to wait another 48 hours due to an internal Vodacom protocol.

I am not refusing to pay my contractual obligations. I am actively attempting to obtain the correct cancellation amount so that I can pay it and terminate my contract.

The consequence of Vodacom's failure to correct its own error is that I may be required to pay another month's charges despite having taken reasonable and repeated steps to cancel before the end of August.

Vodacom's internal processes and escalation procedures should not result in a customer being financially disadvantaged because Vodacom has failed to correct an error confirmed by its own recording.

I require Vodacom to:

Provide the correct cancellation quote based on the 24-month contract confirmed by the recording. Allow me to settle the legitimate early termination amount without further delay. Confirm that I will not be held liable for additional charges resulting solely from Vodacom's failure to correct the incorrect quote and process my cancellation within the timeframe requested. Provide a formal explanation for why a 36-month cancellation quote was issued when Vodacom's own recording confirms a 24-month agreement. Have a person with appropriate authority take ownership of this complaint instead of repeatedly referring it between call-centre agents and managers.

I have provided Vodacom with every opportunity to resolve this matter and have repeatedly followed up. The continued delays are now entirely within Vodacom's control.

I expect this complaint to be treated as a formal escalation and resolved by simply sending the correct quote as per our agreed contract.