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Neo M

1 reviews | Active since Oct 2013

03 Jun 2025, 14:57

Vodacom Fibre – Incorrect Contract Term & Unjust Cancellation Penalty

Dear Hello Peter,

I have been a loyal Vodacom Fibre customer since 2018. In May 2023, I requested a relocation of my fibre service to a new address, which I submitted online. During this process, I specifically selected the month-to-month contract option, as also confirmed in the email I received at the time.

Now that I wish to cancel the service, I have been informed by Vodacom that I am on a 24-month contract and must pay a cancellation penalty of R11,000. This is incorrect and completely unacceptable, as my original request and intention was for a month-to-month service — not a fixed-term contract.

I am requesting urgent assistance in escalating this matter. I have proof of the email confirmation showing that I selected the month-to-month option. Vodacom must rectify this error and cancel the service without any penalty, as per my original agreement.

Kind regards, Neo Molefe Reference number: SR***

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Replies (2)
Vodacom
Vodacom's reply04 Jun 2025, 08:15
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 

 
NM
Neo M's update13 Aug 2025, 21:00
Reviewer Update
Dear Hello Peter,

I am back here again regarding my Vodacom Fibre account.
After I requested to cancel my fibre service, I was initially told I was on a 24-month contract. I disputed this, as my contract should have been month-to-month, and later received a notification confirming that my contract term had been corrected.
However, the only reason I discovered this was because I had called to cancel, giving Vodacom the required one month’s notice. This means my services should have ended by the end of July 2025. Vodacom failed to action this cancellation.
When I called to query why my services had not been stopped, I was told the request was never logged, which is not true, as I have proof in my initial complaint. My original references were SR**********11 and SR-***. Despite this, the consultant claimed she could not see them and instead logged a new service request for investigation on 31 July 2025 – SR***.
Since then, I have not been contacted. I even called again this week, and another consultant promised to escalate the matter urgently and have someone call me with an update — yet I have still received no feedback.
Instead, I have now received another invoice, which includes charges for both July and August, which is unacceptable as I cancelled at the beginning of June.
I am requesting urgent assistance to:

  1. Cancel my fibre service immediately as per my original request in June.
  2. Reverse all incorrect charges for July and August.
  3. Provide confirmation in writing that this matter has been resolved.

Vodacom’s repeated delays, lack of communication, and incorrect billing are unacceptable. I expect this to be addressed without further inconvenience to me.

Kind regards,
Neo