Vodacom falsely handed over account

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Vodacom provided me with the reference number EC-21MX-1U61EM. I responded promptly to the email with the relevant number requested, but I have not received any response. Instead, I received an SMS stating that the case is closed, without any explanation as to why my account has been handed over.

This is confusing because I am only paying for insurance, and I have a copy of my contract which clearly does not state that two missed payments would result in the account being handed over. Insurance has also confirmed that the matter is not with them but with Vodacom Collections.

For clarity, this phone is under contract, and I need a proper explanation as to why this case was closed without resolution and why my account was handed over.

Here’s the contact holders name number :0(73) *** LulamileVictor Sitsha and I’ve provided the information so many times . I Noluvo pay the insurance