RU
Rene U
1 reviews | Active since Dec 2021
04 Mar 2026, 21:49
Customer loyalty at Vodacom clearly counts for nothing
I have been a loyal Vodacom customer since 1998, when I bought my very first cellphone and signed my first contract. In all these years, I have never missed or delayed a payment. I have always honoured my side of the agreement.
This past Friday, my phone was ****** along with my car and my handbag, which contained my ID, driver’s licence, passport, wallet, and other personal belongings. It has been an incredibly stressful experience.
I went to the Vodacom store at Cresta Shopping Centre with a certified copy of my ID and proof of residence to request a SIM swap so that I could at least get back online. Instead of assistance or empathy, the manager simply told me their hands are tied and showed me the door because I did not have a valid physical ID.
I explained my situation: I need a working phone to book an appointment to apply for a new ID. My car was also ****** and I need a phone to be able to sort out endless admin. I am stuck in a catch-22 situation, and as a loyal customer of nearly three decades, I expected at least some effort, guidance, or compassion.
Instead, I was dismissed without any attempt to find a solution or escalate the matter. After 26 years of loyalty and perfect payment history, I am deeply disappointed in how I was treated. Customer loyalty clearly counts for nothing.
This experience has left me feeling unsupported and undervalued as a long-standing client.
Helpful (0)
Replies (4)0
Replies (4)
Vodacom's replyOfficial
05 Mar 2026, 08:06 Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
Vodacom's reply05 Mar 2026, 08:06
Official
Dear Customer, Thank you for making us aware of your complaint. Kindly be advised that a consultant will make contact with you in due course to assist with your query. ***Please note*** Beware of phishing ****s. Vodacom will not contact you via Whatsapp to request your personal details Regards, Vodacom Consumer Website Team
RU
Rene U's updateReviewer Update
06 Mar 2026, 10:50 I would like to respond to Vodacom’s reply to my review. Vodacom mentioned that a consultant will contact me to assist with my query. However, the core issue is that Vodacom has not been willing to provide me with a SIM card. Because of this, I currently do not have a working phone number.
Without a SIM card or active phone service, it is not possible for a consultant to contact me by phone. This is exactly the problem I am experiencing with Vodacom, and why I raised the complaint in the first place.
I would therefore appreciate it if Vodacom could clarify how they intend to contact me, or alternatively communicate with me through HelloPeter or via email so that this matter can be properly resolved.
Without a SIM card or active phone service, it is not possible for a consultant to contact me by phone. This is exactly the problem I am experiencing with Vodacom, and why I raised the complaint in the first place.
I would therefore appreciate it if Vodacom could clarify how they intend to contact me, or alternatively communicate with me through HelloPeter or via email so that this matter can be properly resolved.
RU
Rene U's update06 Mar 2026, 10:50
Reviewer Update
I would like to respond to Vodacom’s reply to my review. Vodacom mentioned that a consultant will contact me to assist with my query. However, the core issue is that Vodacom has not been willing to provide me with a SIM card. Because of this, I currently do not have a working phone number.
Without a SIM card or active phone service, it is not possible for a consultant to contact me by phone. This is exactly the problem I am experiencing with Vodacom, and why I raised the complaint in the first place.
I would therefore appreciate it if Vodacom could clarify how they intend to contact me, or alternatively communicate with me through HelloPeter or via email so that this matter can be properly resolved.
Without a SIM card or active phone service, it is not possible for a consultant to contact me by phone. This is exactly the problem I am experiencing with Vodacom, and why I raised the complaint in the first place.
I would therefore appreciate it if Vodacom could clarify how they intend to contact me, or alternatively communicate with me through HelloPeter or via email so that this matter can be properly resolved.
RU
Rene U's updateReviewer Update
09 Mar 2026, 10:13Hello Vodacom — your message “rest assured, that our team will be in contact” feels automated and is not helpful. I have been without phone coverage for 17 days after my handbag (phone, ID, driver’s licence, passport and car) was ****** on Friday 21 February. I went to Vodacom Cresta for a SIM swap and was refused because I don’t have my ID. I cannot apply for a new ID without an appointment, and I cannot authenticate online because my documents were ******.
This situation is causing severe hardship. Please escalate this matter now and provide concrete, immediate assistance.
I need a real person to contact me — Rest assureding doesn’t help; I need action.
(Police case number and any other requested details are available and I will provide them when a Vodacom representative contacts me.)
This situation is causing severe hardship. Please escalate this matter now and provide concrete, immediate assistance.
I need a real person to contact me — Rest assureding doesn’t help; I need action.
(Police case number and any other requested details are available and I will provide them when a Vodacom representative contacts me.)
RU
Rene U's update09 Mar 2026, 10:13
Reviewer Update
Hello Vodacom — your message “rest assured, that our team will be in contact” feels automated and is not helpful. I have been without phone coverage for 17 days after my handbag (phone, ID, driver’s licence, passport and car) was ****** on Friday 21 February. I went to Vodacom Cresta for a SIM swap and was refused because I don’t have my ID. I cannot apply for a new ID without an appointment, and I cannot authenticate online because my documents were ******.
This situation is causing severe hardship. Please escalate this matter now and provide concrete, immediate assistance.
I need a real person to contact me — Rest assureding doesn’t help; I need action.
(Police case number and any other requested details are available and I will provide them when a Vodacom representative contacts me.)
This situation is causing severe hardship. Please escalate this matter now and provide concrete, immediate assistance.
I need a real person to contact me — Rest assureding doesn’t help; I need action.
(Police case number and any other requested details are available and I will provide them when a Vodacom representative contacts me.)
RU
Rene U's updateReviewer Update
11 Mar 2026, 10:01I am extremely disappointed with the lack of assistance I have received from Vodacom. It has now been 19 days since my handbag was ******, which contained my phone, ID, driver’s licence, and passport. As a result, I have been without phone coverage for the entire period.I contacted Vodacom for help with a SIM swap so that I could regain access to my number and be reachable again. However, I was told to “rest assured” that someone would be in contact, yet there has been no communication, no progress, and no effort to resolve the issue.For 19 days I have been unable to receive calls or messages, which is causing severe hardship. I expected Vodacom to show understanding and provide support in a situation like this, but instead I have been left without any assistance.I urgently request that Vodacom address this matter and assist me with resolving the SIM swap so I can regain phone coverage as soon as possible.
RU
Rene U's update11 Mar 2026, 10:01
Reviewer Update
I am extremely disappointed with the lack of assistance I have received from Vodacom. It has now been 19 days since my handbag was ******, which contained my phone, ID, driver’s licence, and passport. As a result, I have been without phone coverage for the entire period.I contacted Vodacom for help with a SIM swap so that I could regain access to my number and be reachable again. However, I was told to “rest assured” that someone would be in contact, yet there has been no communication, no progress, and no effort to resolve the issue.For 19 days I have been unable to receive calls or messages, which is causing severe hardship. I expected Vodacom to show understanding and provide support in a situation like this, but instead I have been left without any assistance.I urgently request that Vodacom address this matter and assist me with resolving the SIM swap so I can regain phone coverage as soon as possible.