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Noluvo N

1 reviews | Active since Aug 2024

25 Aug 2025, 11:10

Incorrect Account Handover to Debt Collectors

Dear Vodacom,

I am writing to raise a concern regarding SMS messages I received today from VVM Debt Collectors stating that my Vodacom account (***7) has been handed over due to arrears.

I contacted Vodacom customer care immediately, and the agent confirmed that there is no record of my account being handed over. I also checked with my insurance provider, and they do not see any record of a handover either.

Please note: • This is not a contract account I have contacted you so many times to clarify this and I was assured last month it was fixed. • I am not in arrears, as two months of non-payment does not qualify for handover. • My payment method is POS (Point of Sale).

My details for reference: • Account Number: • ID Number:

I request urgent clarification on why my details were incorrectly shared with VVM Debt Collectors and why I was not notified via SMS, email, or call before such action was taken. Please also confirm that my account remains in good standing and that no adverse listing has been or will be submitted to the credit bureaus in error. VVM debt collector needs a email from vid one stating that I’m not in arrears as they also don’t know how I can be in arrears for insurance!

I would appreciate a prompt written response confirming the correction of this matter.

Kind regards, Lulamile Sitsha

0
Replies (3)
Vodacom
Vodacom's reply25 Aug 2025, 12:01
Official
 Dear Customer,  Thank you for making us aware of your complaint.  Kindly be advised that a consultant will make contact with you in due course to assist with your query.  ***Please note*** Beware of phishing ****s.  Vodacom will not contact you via Whatsapp to request your personal details  Regards,  Vodacom Consumer Website Team 
NN
Noluvo N's update25 Aug 2025, 22:44
Reviewer Update
No , one called as advised above .
I received an SMS (not a WhatsApp message) from a debt collection agency regarding an outstanding balance of approximately R1,000+. When I called them, they confirmed that my details were provided by Vodacom.

However, I need to highlight the following:

  • The only product I currently have with Vodacom is insurance.
  • I do not have a cellphone contract. The iPhone 15 Pro Max I use is not on contract and has no airtime, no data plan, and no payment plan attached.
  • My Vodacom Insurance terms and conditions do not state that non-payment for two months will result in the matter being handed over to debt collectors.
  • Despite this, my account was handed over without justification, which could negatively affect my credit score.
The debt collectors have advised me to email Vodacom directly and request that my information be removed from their system immediately. I kindly request the following:
  1. Confirmation that my account has been wrongly handed over.
  2. Immediate removal of my details from the debt collectors.
  3. Written assurance that my credit profile will not be affected.
  4. Clarity on why this matter was escalated despite there being no valid contract in place.
Please treat this matter as urgent, as it directly affects my personal information and credit record.
NN
Noluvo N's update01 Sept 2025, 10:08
Reviewer Update
I received this sms
Dear Vodacom Customer: A service ticket with ref number *** has been logged to a support team for investigation. Feedback will be provided within 4 working days. Thank you Vodacom.
Dear Vodacom Customer. Your service ticket with reference number EC-21MX-1U61EM has been closed. Thank you Vodacom.

The account holder missed the call this morning and I provided an alternative number for a call but it say’s closed . Which number can he call to get this resolved. Here’s his number : *** and +27 (73) ***. I responded to the email with those numbers .