Formal Complaint Regarding Poor Customer Service, Miscommunication, and Ongoing Contract Delays at Vodacom

I am extremely disappointed by the level of service I have received from Vodacom and the manner in which I have been treated throughout this entire process.

As someone working in the retail industry myself, I fully understand the importance of customer service, communication, and treating customers with respect and professionalism. Unfortunately, my experience with Vodacom — both online and in-store — has been the complete opposite.

In November 2025, I app**** online for a contract, which was approved. However, I clearly advised the consultant that I did not want a new number and wished to retain my existing number. I was informed that another department would contact me to assist with this process. It is now mid-May 2026, and I have still not received any follow-up call.

On 4 April 2026, I visited Vodacom Chat in Woodmead to process the contract in person. I was advised that everything had been approved and that I would receive my phone on Monday, 6 April, due to stock availability. I was also promised a courtesy call and SMS update, neither of which I ever received.

For the following month, I was repeatedly given conflicting information and empty promises that I would receive my phone “today,” “tomorrow,” or “next week.” During my most recent attempt to get an update, I was met with rudeness, aggression, and was ultimately told to “go somewhere else.” This made it very clear that my business was neither valued nor appreciated.

I attempted to escalate the matter via email, only to receive responses stating that no assistance could be provided as the issue fell outside their jurisdiction. This raises serious concerns regarding Vodacom’s complaint resolution process and accountability.

On Sunday, 10 May, I visited Vodacom 4U at Mall of Africa, where I was incorrectly informed that my number was linked to the legal department for collections. This caused unnecessary stress and anxiety, as I have not had a Vodacom contract for many years and immediately became concerned about possible *****ulent activity on my profile.

I was provided with a contact number for the legal department and called them on Tuesday, 12 May, only to discover that the information provided by the store was completely incorrect. I was informed that my profile simply needed to be unlocked and that this process would take approximately two hours.

On Wednesday, 13 May, I contacted the store again and provided all my details via WhatsApp, under the impression that the issue had finally been resolved and that all that remained was for me to visit the store, sign the contract, and collect my phone. I notified the consultant shortly after 16:00 that I was on my way to the store, but received no response.

Upon arriving at the store, I was incorrectly redirected to another Vodacom store elsewhere in the mall, only to discover that it was not the correct store I had been communicating with. Instead of verifying my information beforehand, I was once again sent from one place to another unnecessarily.

Furthermore, the consultant, Andiswa, failed to notify me that the contract had not yet been finalized due to ongoing profile issues. As a result, I wasted both time and fuel travelling to the store unnecessarily, when a simple courtesy message or phone call could have prevented the inconvenience.

I was also informed that Andiswa would not be available the following day and that another colleague would assist me instead.

On the morning of 14 May, I contacted the store again and spoke to Nolly, who advised that she would return my call. To date, I have still not received any feedback. Multiple WhatsApp messages have gone unanswered, and when I called the store again, another staff member refused to assist me and simply stated that I should wait for Nolly to call back.

Throughout this ordeal, I have been transferred from department to department with no clear assistance, no ownership taken, and no resolution provided.

This entire experience reflects extremely poor customer service, lack of communication, insufficient staff training, and a concerning inability to resolve even basic customer queries effectively. From the online department to the in-store staff, there appears to be a significant lack of knowledge regarding Vodacom processes and customer care standards.

Most disappointing of all has been the complete lack of empathy, professionalism, and respect shown towards me as a customer. It is deeply concerning and disheartening to experience such poor treatment from a company of Vodacom’s size and reputation.

I sincerely hope this matter is escalated appropriately and addressed urgently, as no customer should have to endure such a stressful, time-consuming, and demoralizing experience simply to open a contract.