Extremely Poor Service from Vodacom Call Centre – Sim Swap Request

I called 136 at 12:55 for a SIM swap and was unfortunately connected to an incredibly *********** agent named Nandipha Mashoba. After wasting 11 minutes on the call, she told me I had to wait for the system to generate security questions. Before we even got to that step, she suddenly announced that I must go to a Vodacom store because her system was “down.” I live far from any Vodacom store — I cannot just drive there for a SIM swap. If I had failed the security questions, I would understand, but this was purely due to her incompetence.

I asked if calling back would allow another agent to help me. She said yes. At 13:12, I called again and spoke to Refilwe Nkosi, who told me that since I had already called for a SIM swap, the system would not allow her to process it. She said she had spoken to her team leader, Noxeba Mpele, who would review my first call to confirm that I was never asked the security questions, and then call me back.

For the record, I do not blame Refilwe — she actually sounded willing to assist. The issue lies entirely with the appalling service from my first call. I have been left stranded without a resolution, and now I am forced to wait with no guarantee of a callback.

This level of service is completely unacceptable. There are many service providers out there — Vodacom is not the only option. If this is the kind of treatment customers can expect, it’s no wonder people leave for competitors.

I expect this mtter to be resolved urgently.