Formal Complaint: Vodacom Fibre Non-Delivery and Mishandling of Verified Customer Data

Despite being a verified Vodacom customer, my fibre installation has been stalled for over two weeks due to Vodacom repeatedly transmitting incorrect personal details to Vumatel — including the wrong address and cellphone number.

I app**** for fibre installation on 7 October 2025 via the Vodacom App, fully authenticated under my existing profile. Yet since then, I’ve received multiple emails from Vumatel stating that they cannot reach me because the contact information provided by Vodacom is wrong.

Every attempt to resolve this through Vodacom’s call centre and management escalations has failed. I have had to phone daily, and each time I’m told that internal emails have been sent to the relevant team — but I’m not copied in, and no progress is made. It is now 21 October 2025, and I remain without installation or confirmation.

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Key Concerns • Data Integrity & POPIA Risk: My verified customer data appears to have been altered or mishandled by Vodacom. This raises serious privacy and compliance concerns under POPIA. • Contractual Non-Performance: I am bound to a Vodacom Fibre contract that has not been fulfilled. • Operational Negligence: Daily follow-ups for over two weeks with zero progress reflects a severe breakdown in Vodacom’s internal processes and communication with Vumatel. • System Failure: I even received a “Vuma Activation Complete” email on 16 October — despite no installation ever taking place.

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Requested Action 1. Immediate correction and verification of my personal details within Vodacom’s internal systems and confirmation that Vumatel has received the correct data. 2. Written confirmation of an installation date within 3 business days. 3. A formal investigation into the mishandling of my data and whether a POPIA breach occurred. 4. Compensation for the delays, inconvenience, and breach of contractual performance. 5. Assignment of a senior Vodacom case manager to oversee the resolution directly with Vumatel.

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This situation is unacceptable and unprofessional. Vodacom already has my verified details yet continues to send incorrect data to Vumatel — effectively breaching both data protection and consumer rights. I expect urgent intervention from Vodacom’s Fibre management team, not another automated escalation.

If unresolved within a reasonable period, I will escalate this matter to the Consumer Goods and Services Ombud and ICASA, citing Vodacom’s failure to perform and mishandling of personal information.