1 reviews | Active since Oct 2013
Formal Complaint - Discriminatory Delivery Refusal and Contract Fulfillment Failure
I want to lodge a formal complaint regarding the absolutely unacceptable treatment I received during my recent contract upgrade delivery.
As a long-standing Vodacom customer who has successfully upgraded contracts multiple times over the years, I have always used my passport as proof of identification - which is the standard and legally recognized form of ID for foreign nationals in South Africa. This has never been an issue with any previous deliveries, and the contract itself is linked to my passport number.
However, on 2 January 2025, your delivery partner SkyNet (Driver: Nolence Mashatile) refused to hand over my parcel at my doorstep. The courier stated he "doubts they'll accept a passport as proof of ID" - despite the fact that:
My passport is my legal identification document in South Africa All previous Vodacom deliveries have accepted my passport without question The contract upgrade is literally registered under my passport number There is no legitimate business reason to refuse a passport as identification
This refusal was not based on any company policy or legitimate security concern - it was clearly driven by discriminatory attitudes toward passport holders and foreign nationals. This is xenophobic behavior that has no place in any professional service, and Vodacom should not tolerate such conduct from delivery partners representing your brand.
I am deeply disappointed that as a loyal customer, I was subjected to this treatment. This experience has made me seriously reconsider whether to proceed with this contract upgrade or to take my business to a service provider that does not enable discriminatory practices.
I expect the following: Immediate fulfillment of my contract upgrade delivery with proper acceptance of my passport A formal investigation into this incident with your delivery partner Assurance that your delivery partners are trained to accept all legally valid forms of identification A written apology and confirmation of steps taken to prevent such ************** in future
I await your urgent response within 48 hours.
Worse off I even called Vodacom after sales number and received non existent support from one of your consultants. Call was made at 13:20.
I am writing to escalate my formal complaint submitted on 2 January 2025 regarding discriminatory delivery practices by your partner SkyNet. The situation has now deteriorated significantly with a second incident of unacceptable conduct.
SECOND INCIDENT - 5 JANUARY 2025:
Today, SkyNet sent the same driver (Nolence Mashatile) who previously refused my delivery. His conduct was even more egregious:
- Aggressive and intimidating behavior: He shouted at me on my doorstep, raising his voice as if speaking to a child
- Continued discriminatory attitude: Despite my providing the exact same documents (physical passport and Proof of Address) that he refused on 2 January, he had the audacity to state "today is a different day" - implying he has arbitrary power to decide which legally valid identification he will accept
- Complete lack of accountability: He showed zero remorse for the previous incident and was openly hostile and disrespectful
- Unprofessional conduct: His attitude was so threatening and inappropriate that I was forced to ask him to leave my property
- No investigation conducted before sending the same driver back to my address
- No training or corrective action taken with the driver or SkyNet
- Zero accountability for the discriminatory treatment I experienced
- Inadequate support from your after-sales consultant when I called on 2 January at 13:20
UNACCEPTABLE PATTERN OF **************: Sending the same driver who discriminated against me, without any apparent consequences or retraining, demonstrates that Vodacom and SkyNet are not taking this matter seriously. The driver's statement that he can arbitrarily decide what identification to accept "today" proves this is about exercising discriminatory control, not following any legitimate policy.
I will NOT tolerate discriminatory, derogatory, and disrespectful behavior from any delivery driver representing Vodacom. I will NOT accept being shouted at, intimidated, or subjected to xenophobic treatment in my own home. If Vodacom continues to use SkyNet for deliveries without addressing this systemic issue, I demand that you cancel this contract upgrade immediately. I will not conduct business with a company that enables and ignores such treatment of its customers.
If Vodacom cannot guarantee professional, respectful, and non-discriminatory service delivery, cancel my contract upgrade immediately and confirm cancellation in writing.
I am writing to escalate my formal complaint submitted on 2 January 2025 regarding discriminatory delivery practices by your partner SkyNet. The situation has now deteriorated significantly with a second incident of unacceptable conduct.
SECOND INCIDENT - 5 JANUARY 2025:
Today, SkyNet sent the same driver (Nolence Mashatile) who previously refused my delivery. His conduct was even more egregious:
- Aggressive and intimidating behavior: He shouted at me on my doorstep, raising his voice as if speaking to a child
- Continued discriminatory attitude: Despite my providing the exact same documents (physical passport and Proof of Address) that he refused on 2 January, he had the audacity to state "today is a different day" - implying he has arbitrary power to decide which legally valid identification he will accept
- Complete lack of accountability: He showed zero remorse for the previous incident and was openly hostile and disrespectful
- Unprofessional conduct: His attitude was so threatening and inappropriate that I was forced to ask him to leave my property
- No investigation conducted before sending the same driver back to my address
- No training or corrective action taken with the driver or SkyNet
- Zero accountability for the discriminatory treatment I experienced
- Inadequate support from your after-sales consultant when I called on 2 January at 13:20
UNACCEPTABLE PATTERN OF **************: Sending the same driver who discriminated against me, without any apparent consequences or retraining, demonstrates that Vodacom and SkyNet are not taking this matter seriously. The driver's statement that he can arbitrarily decide what identification to accept "today" proves this is about exercising discriminatory control, not following any legitimate policy.
I will NOT tolerate discriminatory, derogatory, and disrespectful behavior from any delivery driver representing Vodacom. I will NOT accept being shouted at, intimidated, or subjected to xenophobic treatment in my own home. If Vodacom continues to use SkyNet for deliveries without addressing this systemic issue, I demand that you cancel this contract upgrade immediately. I will not conduct business with a company that enables and ignores such treatment of its customers.
If Vodacom cannot guarantee professional, respectful, and non-discriminatory service delivery, cancel my contract upgrade immediately and confirm cancellation in writing.