Vodacom keeps invoicing despite account being closed 9 months ago

Vodacom you continue to invoice me and refuse to stop despite the fact that I've told you on numerous occasions that the account is closed as per the below emails and phone calls.

What must I do to get you either to close the account or to contact me in order to explain yourselves? When I speak to your contact centre I end up in a never ending loop and have spoken to numerous different people all giving me differing stories on what your processes are.

Please can you have someone call me so we can bring an end to this circus!! My details are below.

From: *** <***> Sent: Friday, August 21, 2020 5:07 PM To: Matthew Botwood <***> Subject: [EXTERNAL] ***

Dear Matthew Botwoo, Thank you for your support. Please note that this is an auto-response. Your query with reference number *** has been closed. Kind regards Vodacom Customer Care Visit www.vodacom.co.za/help

From: Matthew Botwood <***> Sent: Tuesday, August 18, 2020 2:31 PM To: *** Cc: M Bot <***> Subject: Cancellation of Account Number I***-3

Please review your phone records:

I contacted you in April and in May to cancel this account.

I paid my final amount owing of R759.95 on 29-May-20 and had confirmation that the account was closed. I also received confirmation on that day that a call bar had been placed on the account in accordance with my request to cancel.

You have continued to invoice me since my requested cancellation in May please stop the account has been cancelled.

I have tried to address this with you cancellations number *** and your customer service team but no one seems able to explain to me why you continue to invoice me and why the account is not cancelled.

Again please review the calls made to your team in April and May which provide clear instructions from me to cancel the account.

I’ve tried on several occasions to resolve this matter with your contact centres but have had great difficulty.

I was advised to log a service query which I did on 12-Aug - reference no: ***

I received and sms on 17-Aug saying that my query has been closed.

18-Aug I contacted cancellations to understand what it means by my query is closed only to yet again be told I’m in prelegal for outstanding amounts and you can’t close the account. Then passed back to customer care and told I need to log another service request.

I called again and spoke to another agent who told me that my account wasn’t cancelled because I am supposed to call again after I made my final payment and cancel again. This is absurd if I’ve already given you notice to cancel my account.

Please can someone who understands your processes contact me and confirm the account is closed as per my original instruction in May. I recommend you review all calls from me in April and May whereby I provide clear instructions on my want to cancel.

As mentioned I made one call in April and a further call in May to cancel this account I would ask you to review these calls.

You have repeatedly told me you can’t close my account as I’m in prelegal. I am prelegal because you have continued to invoice me after I gave you my cancellation request. Importantly I was not in prelegal when I called you in May to cancel my account – you should have actioned this then.

Please cease invoicing me for an account that I have given clear instructions to cancel and paid up. Failing this please contact me and advise why you have been unable to execute my explicit request for cancellation.

Matthew Botwood +***