Approved Contract But No Follow-Up – No Contact from Verification Team

Complaint:

On the 20th of May 2025, I app**** for a new contract with Vodacom. The application was approved, and I completed the necessary credit checks and security verification over a call with a Vodacom agent. I then received an email with my order number confirming the contract approval.

Since then, I have made numerous calls to Vodacom on the 21st, 22nd, and 23rd of May to find out the next steps, only to be told each time that my application is "in the verification phase." However, no one has been able to put me in touch with the verification team, and I was repeatedly told that someone from that team would contact me directly.

On the 21st of May, an attempt was made to contact me—but on the wrong number. Despite multiple requests and notes being added to the system to update my contact details with my correct cell phone number (as this is a new contract, not linked to my previous one), I have still not been contacted by the verification team.

I requested two escalations on Friday, the 23rd of May:

1. The first was a standard escalation (I was not informed who it was escalated to).

2. The second was marked as urgent because the 48-hour verification window had already passed.

It is now nearly a week later, and I have received no communication from Vodacom. The phone has not been dispatched, and the verification team remains unreachable. No one I speak to can assist or provide answers, and it’s impossible to make progress.

Adding to the frustration, the Tobii chatbot on the Vodacom site is unusable unless you have a Vodacom number—completely defeating the purpose when applying for a new line.

I am deeply disappointed in the lack of communication, transparency, and basic customer support. I expect urgent feedback and resolution, including:

A call from the correct team on the correct number,

Immediate dispatch of the approved device,

A formal explanation for the delay.