Vodacom Ignoring 4+ Months of Incorrect Billing After Failed Downgrade Request

I am extremely frustrated with the complete lack of service and accountability from Vodacom.

My wife has been a Vodacom customer for over 10 years. On 11 December 2025, we visited the Centurion Mall store to downgrade her contract due to us working abroad for extended periods. We were advised to cancel the current contract and move to a Red Flexi Zero package (R30/month), but told this had to be done via head office.

Since then, we have made multiple calls and in-store visits:

* December 2025: Spoke to a consultant (Thabo) who confirmed the change would be processed. * January 2026: No changes made – full premium (~R500+) debited. * February 2026: Follow-up call made – again promised resolution, no action taken. * 24 March 2026: Visited store again, called head office, spoke to Pennellope who promised resolution within 2 days – nothing happened. * 01 April 2026: Charged full amount again. * 14 April 2026: Yet another in-store visit and call to head office.

We have now been incorrectly billed for at least FOUR MONTHS, costing us over R2,000, despite being repeatedly assured that the matter would be resolved.

I escalated this via email to Vodacom management over a week ago and have received no response.

This reflects a serious failure of service and accountability.

I am now demanding:

* Immediate implementation of the correct package * Full refund of all overcharged amounts (Jan–April 2026) * A formal explanation for the repeated failure to act

If this is not resolved urgently, I will escalate the matter to ICASA and the National Consumer Commission.

Vodacom needs to take responsibility and resolve this without further delay.