Felicia
Vodacom Customer Care / Escalations / Complaints

I have been in contact with Vodacom since December 2025 and am extremely frustrated by the ongoing back-and-forth, repeated consent calls, and lack of resolution.
In December, I downgraded my WiFi package from uncapped to a smaller 20GB package. Shortly thereafter, it became clear that this package would not meet our needs, and the package was upgraded to 200GB. Over a weekend, I then contacted Customer Service again to revert the package back to uncapped and was assured that this would be active by the following Monday. Unfortunately, this did not happen, which led to continuous follow-ups and escalating frustration throughout January.
I eventually spoke to a consultant who was rude and abrupt, repeatedly stating that I had agreed to the package and referring to the terms and conditions. I was not disputing this; I was simply requesting assistance to change the package back to uncapped. When it became clear that no assistance was forthcoming, I requested cancellation. I was advised that a note would be placed on my profile and that I should call back on 1 February 2026.
On Saturday, 31 January 2026, I called again to ensure that the requested package and insurance cancellations were processed. As with previous calls, I was advised that the matter would be escalated.
I contacted Customer Service again this evening in case a consultant had attempted to reach me. After explaining the situation once more, I was informed that I would still be billed at the end of this month because the benefits had already started on 1 February. This is unacceptable, as I have been actively trying to cancel these services since January, with multiple follow-ups and no resolution.
For clarity, please note that the following services must be cancelled with immediate effect:
• 063 337 6830 – Insurance to be cancelled (requested in early January and still pending)
• 072 404 0006 – WiFi service to be cancelled (due to poor customer service)
• 079 594 5115 – Package to be cancelled
Given the lack of responsiveness and failure to action repeated requests, I no longer feel that Vodacom is taking me seriously as a customer. As a result, I have made the decision to cancel my debit order. At this stage, nothing will change this decision.
I request written confirmation that all the above services have been cancelled and that no further billing will take place.

Company: Felicia
Country: South Africa
Region: Western Cape
City: Cape Town
Postal Code: 7764
Address: 93 Jupiter Road, Surrey Estate, Athlone
Phone: 0633376830

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