1 reviews | Active since Jun 2026
FAILURE TO RESOLVE SIM SWAP REQUEST 3 weeks later
FORMAL COMPLAINT – FAILURE TO RESOLVE SIM SWAP REQUEST
Dear Vodacom,
I am writing to formally lodge a complaint regarding the ongoing failure to process a SIM swap for my husband's company cellphone number following the theft of his device on 16 May 2026.
Immediately after the theft, we contacted Vodacom and had the number blacklisted. As this is our company-issued phone number, we must retain the existing number and complete a SIM swap as soon as possible. I have advised the urgency of this matter as my customers have no way of reaching us at the moment.
Since 16 May 2026, we have made numerous attempts, on an almost daily basis, to resolve this matter. We have repeatedly been advised that the number has been activated for a SIM swap; however, when the process is attempted, the system indicates that the number is no longer valid. At the same time, all other Vodacom systems appear to show the number as active and eligible for activation.
I have personally visited the Vodacom Ottery branch on several occasions and have been assisted by Ashraf, who has made every effort to assist us. Unfortunately, despite his efforts, the matter remains unresolved due to an apparent issue that requires intervention from Vodacom's IT department.
The lack of progress, communication, and urgency regarding this matter has left us without a resolution for several weeks. This has had a significant impact on our ability to use an important company number.
I respectfully request:
Immediate investigation of the system discrepancy affecting this number. Urgent intervention by the relevant technical and IT teams. A clear explanation of the cause of the issue. Confirmation of when the SIM swap will be successfully completed. A dedicated point of contact to provide updates until the matter is resolved. Should this matter remain unresolved, I will have no option but to escalate the complaint further through Vodacom's executive escalation channels, the relevant regulatory authorities, and public consumer platforms.
I trust that this matter will now receive the attention and urgency it requires.
Yours faithfully, Nadia
I am extremely concerned and disappointed to receive your response advising that this matter has been closed and marked as resolved.
How is it possible for this case to be considered resolved when the SIM swap has still not been completed and the original issue remains exactly the same? Four weeks have passed, and despite numerous follow-ups, there has been no actual resolution to the problem.Closing a case without ensuring that the customer's issue has been addressed is completely unacceptable. I have been patient throughout this process and have provided all requested documentation and information, yet I am now being informed that the matter is resolved when this is clearly not the case.I request that this case be immediately reopened and escalated to senior management for urgent intervention. If Vodacom is unable to provide a proper resolution, I will have no option but to continue escalating this matter through management channels and other available consumer complaint platforms.Please provide me with a detailed explanation of:
- Why the case was closed.
- What actions were taken to consider the matter resolved.
- What immediate steps will be taken to restore my number and complete the SIM swap process.
I am extremely concerned and disappointed to receive your response advising that this matter has been closed and marked as resolved.
How is it possible for this case to be considered resolved when the SIM swap has still not been completed and the original issue remains exactly the same? Four weeks have passed, and despite numerous follow-ups, there has been no actual resolution to the problem.Closing a case without ensuring that the customer's issue has been addressed is completely unacceptable. I have been patient throughout this process and have provided all requested documentation and information, yet I am now being informed that the matter is resolved when this is clearly not the case.I request that this case be immediately reopened and escalated to senior management for urgent intervention. If Vodacom is unable to provide a proper resolution, I will have no option but to continue escalating this matter through management channels and other available consumer complaint platforms.Please provide me with a detailed explanation of:
- Why the case was closed.
- What actions were taken to consider the matter resolved.
- What immediate steps will be taken to restore my number and complete the SIM swap process.