Poor Service at Vodacom Cresta & Campus Square

Dear Vodacom Customer Care,

I’m extremely frustrated with the service I received at two of your stores—Cresta on 20 March 2025 and Campus Square on 3 March 2025. Both experiences were a complete waste of my time and money, and I still haven’t received the help I needed.

On 20 March, I went to the Cresta Vodacom store at 2 PM to do a SIM swap and activate an eSIM on my phone. I also wanted to check if I was due for an upgrade or trade-in, but the staff made no effort to assist me with that. I was helped by a guy named Aphiwe, who told me I had to buy a new SIM card for the swap, which I did for R70. After paying, he then told me that they couldn’t do the eSIM right away and that I should come back in three hours, but before 6 PM, because after that, they don’t do those services. I agreed, stayed in the mall to wait, and returned to the store at 5 PM.

When I got back, Aphiwe was gone, and the person I spoke to told me that they don’t do eSIM activations after 5 PM, which was the complete opposite of what Aphiwe told me earlier. When I explained the situation, I was told that if they did it now, it wouldn’t go through, and I would have network problems, so I should rather come back the next day. I refused because I had already wasted my time waiting, only to be given another excuse. Then, I was told I had to pay R25 extra to proceed, which I did. Now it’s 11 PM, and my SIM swap and eSIM activation still aren’t working.

On 3 March, I had also gone to the Campus Square Vodacom store around 4 PM, hoping to do the same SIM swap and eSIM activation. Before I even got proper assistance, a staff member at the entrance asked me if my SIM was contract or prepaid. When I said contract, he immediately dismissed me and told me to go back to where I bought the phone because they don’t do that there. No explanation, no attempt to assist—just completely dismissive and unhelpful.

At this point, I’m beyond frustrated. I have wasted my time and money on a service I still don’t have, and I have had two terrible experiences at different Vodacom stores. No one even tried to help me with my upgrade or trade-in. The customer service has been absolutely disappointing.

I need this issue resolved immediately. My SIM swap and eSIM activation need to be done properly, and I need clarity on Vodacom’s policies so that customers aren’t given different stories at different stores. Also, the way customers are treated at these branches needs to be addressed.