VODACOM - Urgent: Dispute Regarding Unauthorised Contract Renewal and Billing- CANCEL CONTRACT

Dear Vodacom Team,

I’m writing on behalf of my elderly mother regarding an ongoing issue with a contract that was supposed to end in April 2025. During a call with one of your consultants – who contacted us to offer an upgrade – we clearly and firmly declined the upgrade and requested the contract be cancelled at its end.

Despite this, a debit order was processed at the end of May, which was not authorised. My mother had to visit Capitec to reverse the funds, as there was no agreement to continue the contract.

We followed up again today, 23 July, and spoke with a consultant named Phumla, who told us we need to provide the exact date and time of the call from 2–3 months ago in order to proceed. We find this highly unreasonable. As a customer, it is not our responsibility to track call logs – especially when Vodacom claims that all calls are recorded and stored under customer accounts. If this is true, why is there no record of our call?

We wish to formally dispute the continuation and charges of this contract, particularly as it was meant to end in April and was not renewed with our consent. This appears to be a clear case of miscommunication or unauthorised renewal, and we do not intend to pay for services we did not agree to.

Please escalate this matter to the appropriate department and come back to us with a resolution as soon as possible. We expect a full cancellation of this contract and reversal of any charges app**** after April.

Kind regards, Renolda Matlapeng on Behalf of Poppy Matlapeng