THREE MONTHS AND NO SIM SWAP

I am frustrated with the ongoing and unresolved issue regarding my SIM swap request, which has been pending since October /November 2024!!!!! Despite numerous attempts and following all instructions given by Vodacom,I have been repeatedly turned away without any clear solution, and I am at a loss for how to move forward.

To provide context, I visited a Vodacom store with my ID and proof of address to complete the SIM swap. However, I was informed that I could not proceed because I could not recall the last five dialed numbers. Following this, I was advised to contact Vodacom customer care. Unfortunately, this attempt was unsuccessful as I got some security questions wrong, such as the year I started using the number and the year of my last SIM swap—questions which I find difficult to recall after many years. Each time I'd ask where I can go or who to call to escalate this - I'd be referred to either the store or to call which I find truly disturbing, just for consultants to literally shrug their shoulders while telling me that my only option is to call customer.

I called Vodacom Customer Care line last week as I have been doing every day since last year, I was of course told to return to a Vodacom Direct store, which I did. However, when the consultant checked the details for the phone number I had given him, he informed me that he could not assist because my name, ID, or even address were not appearing on the profile, meaning he could not verify that it was indeed my SIM card.

I contacted Vodacom customer care again, and the consultant assured me that this would be escalated. He promised that either he or another consultant would contact me within three days. Unfortunately, I am yet to receive any follow-up communication. Additionally, when I asked for a reference number to avoid repeating this process each time, I was not provided with one.

Today, after continued frustration, I was finally transferred to a supervisor, who suggested that I send an email to their customer complaints email. I am yet to get a response from that as well, it's almost a week.

I have been a loyal Vodacom customer for over twenty years, and this is deeply upsetting. I'm definitely jumping ship. To beg for access to something I spend money on is crazy. My business and personal life have been significantly disrupted due to this ongoing issue. This number is used for all my two-factor verifications. This means that I cannot access any of my email, social media, valuable information on my email - in fact, pretty much everything I need to function. I have exhausted all options and followed all procedures from my side, yet this matter remains unresolved.

I am requesting immediate assistance and would appreciate it if this matter could be escalated to the appropriate department. I would also like to be provided with a reference number so that I can follow up without needing to repeat this entire process.

I am eager to regain access to my number and resume my daily activities