Poor customer service

Subject: Urgent assistance Ref no A3-7***-IT5SH Good Afternoon Team,

I urgently need assistance. On 31.07.2025, I visited the Vodacom store in Modimolle (Nelson Cellular) to request that my physical SIM card be converted to an eSIM.

I was assisted by a consultant named Lucy, who processed my request. I paid R25 for the service, and she informed me that I would receive an SMS with a code to finalize the process. I patiently waited three hours as instructed, but no SMS ever arrived.

The following day (01.08.2025), I returned to the store to raise my frustration — especially since my phone had lost signal as a result of the SIM swap. Lucy then advised me to revert to a physical SIM for my service to be restored, and to re-apply for the eSIM request after three days.

On 04.08.2025, after waiting the required three days, I returned to the store. Lucy was not available, and instead Desire, the assistant manager, attempted to assist me. This time, I was told that my number had been flagged as ***** and that I had to wait 72 hours for Vodacom’s support team to resolve the matter.

72 hours passed with no resolution. When I followed up again, I was told to wait a further seven days. To make matters worse, Vodacom support continues to send me generic SMS messages claiming that my case is being “escalated to a specialist,” yet absolutely nothing has been resolved. At this point, I am beyond frustrated with Vodacom’s poor customer service. It has been more than two weeks since I paid for this service, yet I still do not have an eSIM, and my issue keeps being pushed further without real action.

I am therefore pleading for urgent intervention:

Please assist me in converting my number into an eSIM without any further unnecessary delays.

Thank you.

Regards S Mashale