Vodacom Fibre Billing Disaster – Double Charges, Conflicting Info, and No Resolution

I have been a loyal Vodacom client since 2019, but my recent experience with your Fibre service has been nothing short of appalling.

On 13 May 2025, a Vodacom field agent offered me a promotion: 200Mbps line for R659 on a 12-month contract. I was previously on a month-to-month 100Mbps plan. I accepted the offer and later confirmed with Vodacom that my line had been upgraded to 200Mbps and that I would be billed R659 going forward.

However, on 01 June, Vodacom debited R1010, the full amount of my old plan. I immediately called to query this and was told that I had two fibre lines and that the old one had not been cancelled. A cancellation was logged on 03 June, along with a refund request for the overcharge.

Then on 05 June, another consultant called to say I actually only have one line, but that I'm still on the 100Mbps plan – not the 200Mbps line I signed up for and confirmed!

To make matters worse, I have now received my statement and am being billed a shocking R2409, broken down as follows:

R878.60 – another charge for the 100Mbps line on top of the R1010 already debited

R912.17 – charge for a 200Mbps line

R441.36 – pro-rata charge for the 200Mbps line from 17–31 May

How is this possible? I’m being charged for two lines when I only have one, I’m still not on the correct speed, and I’m paying more than triple what was promised.

When I called the call centre to query this again, I was told they couldn’t assist me because “the system is offline.” This is completely unacceptable.

Vodacom, I need the following resolved immediately:

Confirm whether I have 1 or 2 fibre lines active on my account.

Ensure I am on the 200Mbps line as per the promotion.

Reverse all incorrect charges and refund the overbilling.

Update my account to reflect the R659 promotional price – not R1010 or R2409.

Provide a clear, written explanation of what went wrong and how you’re fixing it.

Your handling of this issue so far has been disorganized, contradictory, and frustrating. If this is not resolved urgently and correctly, I will be forced to escalate to ICASA and consider moving to a provider that values its customers.