Poor service

Item: Vodacom
Rating: 1
Author: Thabang

I am very dissatisfied with the Vodacom SIM swap process. I have been trying to migrate from an eSIM to a physical SIM on my iPhone 11, but the process has failed multiple times. • I first visited the Vodacom store at Mall@Reds, where I was given a SIM card and told to wait for activation. It never worked. • I went back a second time, received another SIM card, and again it did not work. • On my third visit, the store manager assisted me personally and confirmed that the SIM swap was successfully completed in the system. However, none of the SIM cards provided worked. • When I followed up, I was told engineers were working on eSIM database updates. It has now been more than 5 days with no update, and I still do not have a working SIM.

This is unacceptable. I have already paid the R20 SIM swap fee and wasted significant time returning to the store with no resolution.

I request that: 1. My number be fully released from the eSIM profile in your system to a physical. 2. The failed SIM swap be escalated immediately to Vodacom’s engineers, with a reference number provided to me. 3. The matter be treated as urgent, as I have been without proper service for days. 4. If no resolution is reached within 48 hours, I expect a refund of the SIM swap fee and escalation to Vodacom Customer Relations.

Helpful (0)

Replies (3)

Vodacom's replyOfficial

18 Sept 2025, 10:02

Dear Customer, Thank you for bringing your complaint to our attention. Please be advised that a consultant will be in touch with you shortly to assist with your query. ⚠️ Important Notice: Beware of phishing ****s. Vodacom will never contact you via WhatsApp to request your personal information. Kind regards,

Vodacom Consumer Website Team

Vodacom's reply18 Sept 2025, 10:02

Official

Thabang's updateReviewer Update

19 Sept 2025, 12:09

I have realised that and I was trying to call also. Here’s an alternative number ***

Thabang's update19 Sept 2025, 12:09

Reviewer Update

I have realised that and I was trying to call also. Here’s an alternative number ***

Thabang's updateReviewer Update

20 Sept 2025, 13:04

Dear Vodacom Team,

I am writing to formally raise a complaint regarding the ongoing failure to complete my SIM swap request and the subsequent difficulties I have experienced after signing a new contract with Vodacom.

Background

I have repeatedly visited Vodacom stores to perform a SIM swap from eSIM (iPhone 11) to physical SIM, but despite multiple attempts, the process has never been completed.
I was informed on more than one occasion that the issue might be related to my prepaid number, which I find unacceptable, as all prepaid numbers should be eligible for migration.
On 18 September 2025, I signed a new contract intending to migrate my number from prepaid to contract. As of today, I have not received confirmation of this migration, nor has my SIM swap been finalised.
On 20 September 2025, I visited a Vodacom store again. I was issued with a new physical SIM card and informed it would become active within 3 to 4 hours. However, no activation has taken place, and my number still only functions on the old eSIM in my iPhone 11.
My new device remains inactive, able to connect only via Wi-Fi, while the eSIM continues to function on my old device.

Insurance Concern The new device was registered for insurance under my Vodacom contract. However, the insurance terms require that the SIM card linked to the insured number must be inserted and active in the insured device at all times. Since the SIM swap has not been completed, the device is technically non-compliant with these terms, meaning I risk having an invalid insurance policy through no fault of my own. Consumer Protection Act I must remind Vodacom that under the Consumer Protection Act (CPA), I am entitled to cancel a contract within 7 working days of delivery without penalty, provided the goods are returned in their original condition. My Request Given the above, I request one of the following actions:

Immediate Resolution
- Complete the migration of my number from prepaid to contract.
- Activate the physical SIM card already issued to me without further delay.

Contract Cancellation
- Cancel my Vodacom contract under the CPA 7-day cooling-off period.
- Collect the device (or confirm the process for me to return it) and confirm cancellation in writing.

Conclusion This matter has caused significant inconvenience and loss of confidence in Vodacom’s service delivery. I expect a formal response within 48 hours, confirming whether my number will be successfully migrated and activated on the issued physical SIM, or whether the contract will be cancelled as per my rights under the CPA.

Thabang's update20 Sept 2025, 13:04

Reviewer Update

I have repeatedly visited Vodacom stores to perform a SIM swap from eSIM (iPhone 11) to physical SIM, but despite multiple attempts, the process has never been completed.
I was informed on more than one occasion that the issue might be related to my prepaid number, which I find unacceptable, as all prepaid numbers should be eligible for migration.
On 18 September 2025, I signed a new contract intending to migrate my number from prepaid to contract. As of today, I have not received confirmation of this migration, nor has my SIM swap been finalised.
On 20 September 2025, I visited a Vodacom store again. I was issued with a new physical SIM card and informed it would become active within 3 to 4 hours. However, no activation has taken place, and my number still only functions on the old eSIM in my iPhone 11.
My new device remains inactive, able to connect only via Wi-Fi, while the eSIM continues to function on my old device.

Immediate Resolution
- Complete the migration of my number from prepaid to contract.
- Activate the physical SIM card already issued to me without further delay.

Contract Cancellation
- Cancel my Vodacom contract under the CPA 7-day cooling-off period.
- Collect the device (or confirm the process for me to return it) and confirm cancellation in writing.