Unresolved Device Blacklisting Request + Incorrect In-Store Advice –

*Subject: Unresolved Device Blacklisting Request + Incorrect In-Store Advice – Account: Kyle Marvin Botha ID ****

*Complaint:*

On *5 May 2026 at 11:13 AM*, I emailed *** requesting to blacklist *two Honor X7C devices* with IMEIs:
- ***
- ***

I attached all required documents and clearly stated this is due to theft/*****. I have been given incorrect information by multiple Vodacom walk-in branches, which is why I escalated via email.

At *22:19 on 5 May 2026*, I received a response from Gloria Sehenye stating that _“Blacklisting requests should be actioned in-store or customer can contact Customer Care on 082 135. Only reactivation /unblacklisting will be processed in this email address.”_

*This response is unacceptable for the following reasons:*

1. *Contradictory Information*: Multiple Vodacom walk-in branches provided me with conflicting and incorrect information on how to blacklist the devices. I was forced to escalate via email for written confirmation and proper processing.
2. *No Resolution*: The email did not address my request. It simply redirected me back to the same channels that gave me incorrect advice in the first place.
3. *Security Risk*: These devices are at risk of being used *****ulently. Delaying the blacklisting process puts me at financial and legal risk if they are used for ******** activity linked to my ID.

*What I expect from Vodacom as resolution:*
1. *Immediate processing of the blacklisting* for both IMEI numbers listed above within 24 hours.
2. *Written confirmation* once the blacklisting is completed and reflected on the GSMA blacklist.
3. *Formal escalation* to a supervisor/manager to investigate why walk-in branches provided incorrect information.

I have already provided all required documentation and ID verification. There is no reason for further delay or for me to physically visit a store again.

*Account Holder*: Kyle Marvin Botha
*ID Number*: ***
*Contact*: [***]

I expect a proper resolution within *48 hours*. If not resolved, I will escalate this matter to ICASA and the National Consumer Commission.