Vodacom Fibre – Extremely Poor Customer Service and Failure to Acknowledge Contract Cancellation

Vodacom Fibre – Extremely Poor Customer Service and Failure to Acknowledge Contract Cancellation On Monday, 30 June 2025 at 13:22, I sent an email to *** and ***, giving Vodacom formal calendar month notice that I would be cancelling my fibre contract, effective 31 July 2025. At 13:23, I received a generic response from Vodacom Customer Care (***), but no confirmation that my cancellation had been acknowledged or actioned. On 1 July 2025 at 15:17, I contacted Vodacom Fibre on *** and spoke to a consultant named Nozipho, who provided me with a reference number (SR***) and informed me that a technician would be in touch to inspect the lines. During this call, I reiterated that the cancellation remained in effect. By 2 July 2025, having received no further feedback, I sent a follow-up email at 10:30, explicitly stating: “Notwithstanding the assistance received, please note that my email sent on 30 June 2025 at 13:22 remains valid and must be treated as my formal calendar month notice.” I received another generic response (***) at 10:32, again without confirmation that the cancellation had been processed. On 7 July 2025 at 15:53, I received an email from *** showing my account as due and payable by 31 July 2025. This imp**** that no cancellation had yet been processed. On 8 July 2025, I searched for Vodacom Fibre’s contact details online and attempted to reach out via WhatsApp ***) at 11:53. I selected option 2 (“Please call me”), but received no response. I then called Vodacom Fibre again at 14:34 and spoke to a consultant named Nomfundo. To my dismay, she informed me that no cancellation had been logged. I provided all the necessary background and she placed me on hold to confirm with Nozipho. Upon her return, she stated that Nozipho claimed I had not given cancellation instructions, which is completely false. Nomfundo then said she would “request” a cancellation of the contract. I expressed clearly that I do not want a request — I want formal confirmation that the contract has been cancelled effective 31 July 2025. She advised I would receive a message within 72 hours. This experience has been entirely unacceptable. I have comp**** with all notice requirements in writing, via email, and telephonically. Vodacom's inconsistent, dismissive, and unprofessional service has caused unnecessary confusion and inconvenience, and I still have no written confirmation that my cancellation has been processed. I urge Vodacom to urgently confirm in writing that my fibre contract will be terminated effective 31 July 2025, in line with my original notification on 30 June.