Complaint regarding eSIM activation and ****ming customers

I am writing to formally raise a complaint regarding my recent experience with the eSIM activation process via your mobile application and at the Maponya Mall branch.

I attempted to activate an eSIM using the Vodacom app, as instructed. However, upon receiving the QR code, I was informed that it was invalid. I was then advised to visit a Vodacom store to complete the process.

At the Maponya Mall branch, I was required to pay an additional R25 for a new eSIM activation. This was frustrating, as I had already attempted to complete the process through your official platform. This effectively made my initial effort on the app a waste of time and caused unnecessary inconvenience.

Additionally, the service I received at the branch was not satisfactory. The consultant initially attempted to send me away instead of assisting me. I had to insist on contacting the call centre myself due to the lack of support. It was only after I mentioned HelloPeter that I was eventually assisted. This experience was disappointing and not in line with the level of service I expected from Vodacom.

I would like clarity on the following:

Why the QR code issued through the app was invalid

Why customers are required to pay again when the initial process fails due to system issues

What measures Vodacom is taking to prevent this from happening to other customers

I request a refund of the additional R25 charged, as well as an explanation and assurance that this issue will be resolved.

I look forward to your prompt response.