Disappointment

I am writing to formally escalate a serious complaint regarding misleading information provided by Vodacom agents, poor record-keeping on my account, and the continued refusal to action a lawful cancellation and porting request. This matter has caused unnecessary stress, wasted time, and a complete breakdown of trust in Vodacom’s service.

Background and Timeline On 27 August 2025, I contacted Vodacom to enquire about upgrading my contracts, as my existing agreement was coming to an end. During this call, I was explicitly advised that I could move both numbers to SIM-only contracts, which were described as 30-day running agreements, cancellable at any time with 30 days’ notice. During this same call, I made my intentions extremely clear:

My main number would be upgraded (which I later did in December 2025) My second number would be cancelled in the new year, as it belongs to my partner and we planned to port it to another network

I repeatedly questioned the agent about cancellation, as I wanted absolute clarity and specifically wanted to avoid future complications. At no point during this call was I informed that the SIM-only contract would run until 2028. Had this been disclosed, I would never have agreed to the change.

Ongoing Issues and Contradictory Information Last Thursday. 22 January 2026, I contacted Vodacom again to proceed with the cancellation and to request a PORT code, as a handset had already been obtained from another network provider.

During this call, I was shocked to be told — for the first time — that the contract expires only in 2028, which directly contradicts what was explained to me in August 2025.

The agent (male, name unknown) advised that he would submit a request for upgrade cancellation and that I would receive a PORT code within 48 working hours. I was explicitly told to call back after this period, which fell on Wednesday, 28 January 2026.

When I called back today: I first spoke to Denzil (surname unknown), who repeated the 2028 expiry narrative and mentioned cancellation fees

After explaining the full situation yet again, I was incorrectly advised to contact MTN, with the suggestion that porting would no longer be possible and that a PORT code would be useless I then contacted MTN directly, who categorically confirmed that a number can be ported at any time, provided the correct process is followed — directly contradicting Denzil's advice.

I contacted Vodacom once more and spoke to Agent Angel, who advised that no notes existed on my profile reflecting my previous calls. I was again forced to explain the entire matter from the beginning. She further confirmed that she could not provide reference numbers or employee details for the agents previously involved. Serious Concerns

It is deeply alarming that: Multiple agents have accessed my account without leaving any record or notes I have received conflicting and misleading information from different Vodacom representatives I am now being held to a contract term that was never disclosed nor agreed to I am being obstructed from exercising my right to cancel and port my number

Resolution Required I hereby formally demand the following:

Immediate issuance of a valid PORT code to allow the number to be transferred to another network provider

A written response explaining how incorrect contract information was provided and why no call records or notes exist on my account This experience has caused me to lose confidence in Vodacom entirely. I have recently upgraded my main number with Vodacom — a decision I now deeply regret — and I am extremely disappointed by the lack of accountability and professionalism displayed throughout this process.