Persistent eSIM Failure & Poor Customer Service

Dear Vodacom Customer Care,

I am writing to formally complain about the ongoing failure of my eSIM service and the unacceptable lack of resolution from your support teams.

I entered into an eSIM contract with Vodacom in January 2025, which functioned without issue until early June, when it abruptly stopped working. Despite multiple calls to customer service, I received no viable solution—only a directive to visit a physical branch. At the Ballito branch, I was told only the manager could assist, only to return the next day and be informed that: 1. The manager was aware of widespread eSIM issues, yet no proactive steps had been taken to address affected customers. 2. I would need to pay for a physical SIM as a "solution," despite my contract explicitly being for an eSIM.

This is utterly unreasonable. I have upheld my contractual obligation by paying for a service Vodacom has failed to deliver. If the company is aware of systemic eSIM failures, why are affected customers: - Not being compensatedfor months of unusable service? - Forced to pay for a physical SIM to replace a defective eSIM (which contradicts the terms of our agreement)? - Given no clear timeline or remedy for a paid service?

I demand: 1. Immediate reactivation of my eSIM or a free physical SIM replacement. 2. A credit for the period my service was non-functional. 3. Transparency about known eSIM issues and steps Vodacom is taking to resolve them.