Vodacom Fibre Cancellation Dispute Resulting in Unexpected Debt and Credit Record Impact

In 2024, my sister and I obtained a Vodacom Fibre service. After only a few months, we moved out of the property where the service was installed and I contacted Vodacom Customer Care to cancel the service.

During the call, I provided my details and the consultant informed me that the service had been cancelled. I was not advised that any further steps, forms, or signatures were required to complete the cancellation process.

Following this call, there were no deductions from my bank account for several months. Based on the information provided by Vodacom and the absence of further billing, I reasonably believed that the service had been successfully terminated.

Several months later, I was surprised to see an unexpected deduction of approximately R1,900 from my account. I contacted Vodacom to enquire about the charge. Unfortunately, I did not receive a clear explanation and was advised that someone would contact me regarding the matter. No one followed up.

Due to the lack of communication and explanation, I disputed the transaction with my bank.

Recently, I received an invoice stating that approximately R9,000 is allegedly owed to Vodacom. This amount is shocking and does not make sense considering that I requested cancellation in 2024 and believed the service had been terminated.

I am also concerned because the account appears to be linked to both myself and my sister, and I require clarity regarding who the legal account holder is and why both names appear to be associated with the account.

My main concerns are:

• Why was the service not cancelled when requested? • Why was I not informed if the cancellation was unsuccessful? • How was the outstanding balance of approximately R9,000 calculated? • Why were charges allowed to accumulate without proper notification? • Why has this matter now negatively affected my credit profile?

I am requesting a full investigation, a detailed statement of account, copies of all account and cancellation records, and urgent assistance in resolving this matter fairly.

I hope Vodacom will review the matter and provide a reasonable resolution as this situation has caused significant financial stress and potential damage to my credit record.