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Busisiwe M

1 reviews | Active since Feb 2012

09 Sept 2026, 19:55

Vodacom Fibre – Billing Complaint

I am extremely disappointed with Vodacom. In June 2026, I was without Fibre for approximately 3 weeks and only had service for about 5 days. I had to contact Vodacom myself to find out about the outage. I was told to pay the full amount and that my account would then be recalculated for the 5 days. The call is recorded.

Due to ongoing service issues affecting my business, I cancelled my Fibre on 31 July 2026. I have **never missed a monthly payment** since becoming a Vodacom Fibre customer.

In August, I went to a Vodacom Shop and was told my outstanding balance was R1,100, which I paid. My August statement confirms this.

Now, on 9 September, Vodacom says I owe additional money, and my September statement shows charges for August and September.

**How can this be when I was given a R1,100 balance, paid it, and have never missed a payment?**

I urgently request a full account reconciliation, correction of the June billing, confirmation of my cancellation date, and written confirmation of my final balance. I dispute the unexplained charges and request that no collection action be taken while this is investigated.

0
Replies (2)
Vodacom
Vodacom's reply10 Sept 2026, 08:47
Official
Dear Customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***Please note*** Beware of phishing ****s.

Vodacom will not contact you via Whatsapp to request your personal details

Regards,
Vodacom Consumer Website Team.

BM
Busisiwe M's update12 Sept 2026, 00:05
Reviewer Update

follow-up complaint

Vodacom has failed to resolve my complaint and is now negatively affecting my credit profile I am extremely disappointed with how Vodacom has handled my previous complaint. Instead of resolving the matter, the situation has become more concerning. After my original HelloPeter complaint, I was contacted by a Vodacom complaints consultant. However, it became clear during the call that she had only dealt with the billing portion of my complaint and was unaware of my other concerns. This gave me the impression that my full complaint had not been properly reviewed. During the call, she advised me that Vodacom's alleged arrears related to August 2025. I disputed this because I have never missed a monthly payment on my Vodacom Fibre account. She said she would obtain my payment records from the Vodacom shop where I normally make my payments and provide me with feedback. I am still waiting for that feedback. She also asked me to provide proof that I had cancelled my Fibre contract and said she would send me an email so that I could respond with the proof. That email was never sent. I also disputed the June billing because I only had Fibre service for five days in June, and I expected the charge to be recalculated accordingly. I was told this would also be investigated. Again, I have received no feedback. What is now even more concerning is that on 11 September 2026, I checked my credit profile and discovered that Vodacom is reporting a January 2026 missed payment. This is extremely concerning because the Vodacom complaints consultant specifically told me that the arrears she was investigating related to August 2025, not January 2026. I was also never contacted by Vodacom to inform me of an alleged January 2026 missed payment. I have therefore been left with a serious question: What exactly is Vodacom claiming I owe, and why is a January 2026 missed payment now appearing on my credit profile when this was never communicated to me? The screenshot from my credit report clearly reflects January 2026 – Missed payment. This disputed reporting is now negatively affecting my credit profile. I am requesting that Vodacom:
  1. Investigate my account and payment history in full.
  2. Provide me with a complete statement showing every payment and alleged arrears.
  3. Explain the discrepancy between the August 2025 arrears communicated to me and the January 2026 missed payment now reflected on my credit profile.
  4. Provide proof of the alleged January 2026 missed payment.
  5. Correct the credit-bureau information if the January 2026 entry is inaccurate.
  6. Finalise the June billing dispute and provide the correct calculation.
  7. Confirm the status and effective date of my Fibre cancellation.
  8. Provide me with a written response addressing every part of my complaint.
I have tried to resolve this directly with Vodacom, but the lack of follow-up and the conflicting information have left me with no confidence that my account is being properly investigated. Vodacom, I need this matter properly investigated and resolved, not another generic response.