Incorrect Account Classification & Profile Linking Issue

I am writing to formally lodge a complaint regarding the incorrect classification of my Vodacom line and the ongoing administrative issues that have not been resolved despite numerous attempts over an extended period.

My mobile number was previously registered under a Business Account linked to my former employer. Upon leaving the company in August 2023, the line was converted to a personal account.

However, despite this conversion, the line remains incorrectly registered under what appears to be an old Business portal (previously referred to as “M2”). This issue resurfaces every 24 months when I apply for an upgrade and has repeatedly caused unnecessary delays and administrative frustration.

To date:

I have contacted Vodacom Customer Care numerous times.

I have visited the Vodacom store at iLlanga Mall multiple times.

Store representatives have indicated that requests were submitted to Head Office for correction.

Despite assurances, the issue remained unresolved during my most recent upgrade in January.

In addition, this incorrect classification prevents me from:

Linking another Vodacom private line to my primary line on the VodaPay App.

Viewing both lines under a single unified profile.

Managing my accounts properly via the online portal.

Both lines are personal accounts and should reflect under one consolidated customer profile.

This matter has now persisted for over a year and a half, with repeated attempts to resolve it through normal channels.

I hereby formally request:

Confirmation that my primary line is fully migrated from any legacy Business/M2 system.

Written confirmation that it is correctly classified as a personal/private account.

Consolidation of both my Vodacom private lines under a single customer profile.

Confirmation once the corrections have been implemented.

Kindly treat this matter as urgent and provide written confirmation of resolution.

Should this matter not be resolved within 14 days, I will escalate it to the relevant regulatory authority for further review.

I trust this can be resolved promptly.