No reward for loyal customers

It's kinda sad that I have to use this platform to bring my point across. Just a little background. I've been with vodacom on the number *** for over 15 years on contract. I have an upgrade that's due in June 2026, just over a month away. I've now called vodacom and spoke with direct upgrades, online upgrades and retention asking for assistance. I explained that my wife's phone fell in the water as she uses this number. 2nd phone by the way. Instead of me buying another phone let's look at an earlier upgrade option. All I heard across al three departments is NO due to system limitations. They aren't even able to escalate the request to make an exception. There is practically no reward for loyalty. I made it clear if I buy a new phone now, come June I won't need to upgrade at all. Come November month which is the contract end of term, I will cancel and move somewhere else. I just think under the circumstances and as a loyal customer, there should be ways to make exception for this type of urgency. I personally worked in a customer service environment for 12years and understood how important customer satisfaction is and how exceptions can be made for standard policies.

VODACOM, YOU HAVE LOST A CUSTOMER!

I had a service with mtn for many years, also had an issue and decided to move to afrihost airmobile. Best move yet. I've recommended afrihost to many of my friends and family and they have converter over. Dissipointed in Vodacom!