From Loyalty to Letdown: A Long-Time Customer's Final Straw with Vodacom

Resubmitting review as HelloPeter has my log in credentials linked to the wrong person.

I have been a loyal Vodacom customer for as long as I can remember. Unfortunately, due to the continued lack of care and responsiveness I have experienced, I have made the difficult decision to begin transitioning my services to another provider.

It has become painfully clear that loyalty and longevity mean very little to Vodacom. While I am more disappointed than I am angry, the level of service I’ve received—particularly regarding my Fibre connection—has been nothing short of disgraceful.

To highlight a recent example: I was promised a follow-up call by Nathan from the Fibre department within 48 hours. That deadline has come and gone with no response. When a representative states they will return a call "by close of business," it is reasonable to expect that call the same day—not an open-ended promise with no accountability.

From our very first conversation, I made it clear that I was dissatisfied and that unresolved issues could result in my leaving Vodacom altogether. Despite this, my concerns were met with empty reassurances: “It’s been escalated,” “We’ll call you back,” “We understand,” “We’re sorry”—yet no real action has followed. The issue remains unresolved.

To make matters worse, this is not the first time I’ve experienced problems with my Fibre connection. On previous occasions, I was fortunate enough to speak with someone who took initiative and resolved the matter promptly. It’s evident now that the quality of service entirely depends on the individual you happen to deal with—an unreliable and unacceptable standard for any company, let alone one of Vodacom’s size.

While I have little faith that this complaint will prompt immediate change, I do hope someone within the organisation who still values loyal customers takes note. You are not just losing a Fibre client; you’re losing a long-standing customer who once advocated for your services.

SR*** (relocation) & SR*** (cancellation)

Do better, Vodacom. You owe it to the customers who’ve stayed with you through the years.