Vodacom: Ongoing Billing Dispute Since June 2025 – Failure to Resolve, Incorrect Contracts, Credits Not App****

I am lodging this complaint again, as this matter has been ongoing since June 2025 to date and remains unresolved despite extensive efforts to resolve it through Vodacom and external escalation channels. The dispute originated when I contacted Vodacom to upgrade an existing prepaid number to a low-cost contract. Despite clear instructions regarding affordability and my circumstances at the time, Vodacom processed incorrect contracts, including issuing additional devices I did not request, one of which related to a contract that was never activated or used. I notified Vodacom immediately upon delivery that the contracts were incorrect and requested collection within the cooling-off period. Vodacom only collected the devices more than two months later, during which time I was: Charged pro-rata and monthly fees for contracts I did not agree to; Charged for a contract that was never activated or used; Subjected to repeated service suspensions while the matter was formally disputed. Despite the dispute, Vodacom continued to demand payment and suspended services, causing significant financial prejudice. I repeatedly requested assistance, clarification, and correction via the call centre, written correspondence, and Hello Peter, with little to no substantive response. Vodacom later confirmed that a credit/refund was processed, yet this credit was not app**** correctly over subsequent billing cycles. As a result: Incorrect balances continued to be reflected; Further payment demands were issued; Services were suspended again; I was forced to make additional payments to restore services. To date, Vodacom has failed to provide: Proper emailed invoices or billing statements (despite this being the agreed billing method); A full itemised billing breakdown; Transparent explanation of how charges and credits are calculated or app****. Even after escalation to Vodacom’s Expert Resolution Centre / CEO Office, and written confirmation of a further credit, my account continues to reflect incorrect balances, indicating that the underlying billing issue remains unresolved. I have escalated this matter through: Multiple internal Vodacom channels; Repeated Hello Peter complaints; Formal complaints to ICASA and the Consumer Goods & Services Ombud (CGSO). Despite this, Vodacom continues to fail to engage meaningfully or resolve the dispute. At this stage, I no longer have confidence in Vodacom’s billing systems or dispute-resolution processes. I have formally requested termination of all Vodacom contracts without penalty, on the basis of Vodacom’s material breach, ongoing billing inaccuracies, and failure to resolve a long-standing disputed account. My concern is broader than my individual case: What recourse does a consumer have when a service provider repeatedly issues demands, suspends services, and ignores disputes, while failing to provide invoices, billing transparency, or timely resolution — despite escalation to senior management and regulators? This complaint is submitted in good faith and in the interest of obtaining a fair, lawful, and final resolution.