Disgruntled Customer

Dear Vodacom Customer Care, I am writing to formally raise a complaint regarding the blacklisting of my mobile phone account, which has caused significant inconvenience and disruption. On 3 January 2026, my iPhone suddenly stopped receiving and sending calls and messages. Approximately one week later, I contacted the Vodacom helpline to enquire about the issue. I was advised to change my SIM card, which I did. Unfortunately, this did not resolve the problem. I then visited my nearest Vodacom store, where I was informed that my account was allegedly in arrears and that my phone had been blacklisted. This came as a complete surprise to me, as I have consistently paid my monthly instalment of R500 since July 2025 and have never missed a payment. I was further informed by a consultant that my payments had mistakenly been allocated to an old account that I had opened more than seven years ago and which was supposed to have been closed. I was advised to complete and submit an unblacklisting form, and I was told that the matter would be resolved within three days. I was also instructed to switch off my phone and refrain from using it in the meantime. Since then, there has been ongoing back-and-forth communication, yet as of today, 4 March 2026, my phone remains blacklisted. Despite this situation not being caused by me, I have continued to make all required monthly payments to protect my credit record and maintain good standing. This matter has caused me considerable inconvenience, as I have been without full access to essential communication services for over two months. I respectfully request: Immediate removal of the blacklist on my device Written confirmation that my account is in good standing Correction of any internal account allocation errors Assurance that my credit record has not been negatively affected I trust that this matter will be treated with urgency and resolved promptly.

If I could cancel my contract I would.