Vodacom error unfairly affecting Customers' Credit Scores.

Hi there,

The reference number for my issue with Vodacom: EC-1LQ5-2061X0. In 2022 I contacted Vodacom online ( I was an existing customer) and chatted to an online consulted to order mobile/pocket size WiFi router for traveling and working remotely (especially over the Easter period). Instead, the delivery consisted of a HOME router which is not what I had ordered.

I contacted Vodacom informing them of this error in product they delivered. I never made use of the router or its sim-card and kept the item in their box. (This should be traceable) They informed me that they will continue to bill me and can only stop billing me when the product is collected by the courier and that they have issued a collection request.

I called Vodacom twice each month (after each invoice delivery without collection of the item being made). Each time the call center would inform me that they" have logged the collection call with their couriers" - yet collection never happened. This went on for a further 4 months while I was being billed for this additional product.

I requested an escalation of the matter: The Billing department could not assist with this, as it was an "after sales" issue. They Advised I continue to pay for my one product (Vodacom RED sim) which I have had for years with them and not pay for the Home router on the bill. This obviously led to "missed payments" reflecting on my credit record although I kept paying the bill partially.

As per the contact center's Aftersales Team Leader, it appeared that there was an issue between Vodacom and their Delivery partner (collection calls were not being logged due to missing documents from Vodacom). This was not my fault at all, as I kept paying monthly amounts for my working sim-card product. Eventually the product was collected, However, these missed payments on my credit record need to be fixed as they are hindering my borrowing attempts.

I emailed ***, Date: 10 February 2023 at 21:06:21 SAST, to have these judgements removed from my name on their system but my case was closed without anyone attending to it.