Wrongful Cancellation of Fibre Line and Duplicate Billing

I am writing to express my severe dissatisfaction with the recent billing errors on my Vodacom account, which have led to the cancellation of my fibre line. The account details below:

Account Holder:Babalwa Nguza

Account Number: I***-7

From May 2025 I received an incorrect duplicate bill for my fibre service. The amount charged was R1648 which is for 2 lines even though i only have 1 line, which was significantly higher than the agreed-upon monthly fee of R899 for my package. This was due to fact that I did an speed upgrade request in April and requested that the other line of R749 be canceled. This latter cancellation clearly never happened.

Despite my immediate attempts to resolve this issue by contacting your customer service team from June 2025, the problem remained unresolved. I was assured on several occasions that the error would be rectified and that my service would not be affected. Unfortunately, the billing discrepancy was never corrected, instead i woke up to a canceled service this morning and my bill continues to escalate.

This cancellation has caused significant inconvenience. As I work from home, my husband does his virtual meetings from home, my kids use connection for their school work and lastly our entire intertainment system uses Wi-Fi connectivity. These all need stable internet connection.The disruption has resulted in a loss of productivity and has created a substantial hurdle for my daily operations.

I have attempted to resolve this matter through the proper channels, but have been thrown from pillar to post. Whats worse, im told that the rectification would take 24 hrs or 7-14 working days, which i don't have.

The lack of action on your part on the error that has been created by you has left me with no choice but to formally request the following:

Immediate reinstatement of my fibre service.

A corrected bill that reflects the agreed-upon monthly fee.

A formal apology for the inconvenience and poor service.

A credit or waiver for the period during which my service was suspended due to your billing error.

I expect a prompt response and a clear action plan to resolve this matter.