Formal Complaint: Unresolved Contract & SIM Card Issue Since January

Dear Vodacom Customer Service,

I am writing to express my extreme dissatisfaction and frustration regarding the handling of my Vodacom contract, which I initiated in January this year.

Upon placing the order, I was advised telephonically by your agent that my number would be registered within 72 hours. Weeks passed, and there was still no activation. I had to take the initiative to follow up—something that should have been handled proactively by Vodacom.

During my follow-up, another agent informed me that the incorrect SIM card had been sent. A replacement was then ordered, and I was told it would arrive within 5 to 7 business days. However, another 10 working days passed without delivery. Again, I had to follow up myself, only to be told the SIM card had been returned to the warehouse because I was not at my delivery point—despite me being present at work the entire day.

Further investigation revealed that the driver attempted delivery after 6 PM, well beyond the standard delivery window. Due to this error, I had to reorder the SIM card yet again.

To my dismay, I was later contacted by another Vodacom representative attempting to process a new phone order—despite the fact that I had already received the device. This miscommunication is a clear reflection of the incompetence and lack of coordination within your team.

It is now four months later, and I have yet to receive a functional SIM card. Meanwhile, I am paying for a service I cannot use. This ongoing issue reflects a complete lack of professionalism, accountability, and customer care.

This situation is unacceptable. I demand an immediate resolution to this matter, including the urgent delivery and activation of my SIM card. Should this issue not be resolved without further delay, I will have no choice but to pursue legal action and escalate this matter to the relevant regulatory bodies.

I expect a written response within 48 hours outlining the steps Vodacom will take to rectify this.

Sincerely, Andrea Abigail Naicker ***