Urgent Complaint: Incorrect eSIM Linking and Unresolved Activation Issue (Contract Taken 14 February)

Dear Vodacom Customer Care,

I am writing to formally lodge a complaint regarding a contract I took out on 14 February.

I converted my prepaid number to a contract and specifically requested two eSIM Galaxy Watches as part of the deal. At no point during the sales process was I informed that both eSIMs would automatically be linked only to the new contract number.

The new contract was taken out on my profile for my boyfriend’s number. I have since discovered that the watch eSIMs can only link to that new contract number and cannot be linked to my other existing Vodacom number, which was my intention from the start.

I have attempted to resolve this matter through the Cellucity store where the contract was concluded, but they advised me to contact Vodacom Customer Care or the accounts department. When I contacted Vodacom, I was told that the sales team must resolve the issue. I am now being sent back and forth between parties with no resolution.

From what I understand, the only solution being suggested is that I cancel the eSIM contract, pay penalties, and then re-activate it on my other number. I refuse to accept this outcome. The contract was taken out just yesterday (14 February), and today is 15 February. The service has not been properly activated as intended, and no one has been able to assist me.

This contract currently holds no value to me in its present form because it does not serve the purpose for which it was purchased.

I request the following:

1. Immediate correction of the eSIM linking so that it can be activated on my intended Vodacom number, OR 2. Cancellation of the incorrectly structured eSIM portion without any penalties or fees, as this issue arose from lack of proper disclosure and incorrect setup at point of sale.

I expect urgent resolution to this matter. Please confirm receipt of this email and advise how this will be rectified.

Kind regards, Simone Clark