***********, Disorganized and completely unaccountable service

The handling of my fibre application has been nothing short of ***********, disorganized, and completely unacceptable.

I opened a fibre account with Vodacom on 3 June 2026, and a router was delivered to me on 5 June 2026. As the new owner of the property, I advised Vodacom that the fibre line was still linked to the previous owner through the Vumatel network and that it needed to be transferred into my name.

Since then, I have spent my time repeatedly calling Vodacom for updates. Every time I called, I was given the same response—that the matter had been escalated and would be resolved urgently. Despite these assurances, absolutely nothing was done.

To make matters worse, on 8 June 2026, I received an email informing me that Service Request SR*** had been closed. No explanation was provided. No one contacted me. No resolution was offered. The ticket was simply closed as if the issue had magically disappeared.

When I called on 9 June 2026 to demand an explanation, I was informed that the service request had been incorrectly captured by Vodacom’s own staff and had therefore been closed. I was then told that I needed to start the entire process from scratch and open a new service request.

This response was beyond ridiculous. Why should I be forced to suffer further delays because of Vodacom’s mistakes? The error was made by your staff, yet the inconvenience and wasted time are being pushed onto me. That is completely unacceptable.

At that point, I requested that the entire application be cancelled because I had lost all confidence in Vodacom’s ability to handle a simple customer request. I was transferred to the cancellations department, where the consultant convinced me to give Vodacom one last opportunity to resolve the matter urgently instead of cancelling.

Unfortunately, that turned out to be another waste of my time. I was transferred to another consultant who appeared completely clueless and unable to assist. After getting nowhere, I requested to be transferred back to cancellations. Once again, I was persuaded to allow another attempt to resolve the issue. I was then placed on hold for an extended period, only for the call to be disconnected without any resolution, callback, or follow-up. The call lasted for 1 hour 3 minutes, all for nothing.

The level of incompetence I have experienced is astonishing. Not only has Vodacom failed to resolve a straightforward ownership transfer, but your staff have also managed to close a service request without explanation, provide contradictory information, transfer me from one person to another without accountability, and ultimately disconnect the call while I was waiting for assistance.

This is one of the worst customer service experiences I have ever encountered.

The fact that Vodacom cannot correctly process a fibre application before the service has even been activated raises serious concerns about what customers can expect after signing a contract. If this is the standard of service provided to a prospective customer, I have absolutely no interest in becoming a Vodacom customer.

I therefore demand the immediate cancellation of my fibre application. Furthermore, Vodacom must arrange, at its own cost and without delay, for the collection of the router that was delivered to me.

I have wasted enough time chasing Vodacom to fix a problem of its own making. I expect written confirmation of the cancellation and the collection arrangements as a matter of urgency.

Absolutely unacceptable service. Vodacom has demonstrated a complete lack of professionalism, accountability, and respect for its customers.