Vodacom Fibre Account, Payment Taken, Service Not Restored, Urgent Intervention needed

I urgently request senior intervention from Vodacom Fibre division regarding an "unfair" and contradictory handling of my account.

My fibre service was disconnected on 1 February 2026 for alleged arrears, despite a payment made on 16 December 2025. On 26 February 2026, I was advised by Vodacom Accounts that my account had been deleted due to two months’ non-payment and that I was required to pay three months’ charges (±R2,000), including for periods where no service was rendered.

When I challenged this, I was told that “the system says so”, with no factual explanation or confirmed disconnection date provided.

I then contacted Vodacom Technical Support and was informed that my account was not deleted but suspended, and that a payment of ±R1,400 would restore service within six hours, with the balance payable after one month(26 March 2026). Relying on this representation, I paid the R1,400 immediately.

Shortly thereafter, I was informed that another department now claimed the account was deleted and that I must pay ±R2,000, settle the account in full, and re-apply for a new fibre connection, despite payment already having been made and assurances of service restoration.

Granted in no expert but this constitute conflicting and misleading information, charging for services not rendered, failure to restore services after payment, reliance on internal “systems” outcomes without accountability.

I submit that this conduct is procedurally unfair, unreasonable, and in breach of basic consumer rights, can some please assist.

lastly, fibre is an intergral part of our home set up in the day and age, none restoration as significant consequences both personally and professionally for me, my wife and my four children.