VODACOM – HOW MANY TIMES MUST A BEREAVED FAMILY ASK FOR THE SAME SIMPLE REQUEST?

I am extremely disappointed that I have to lodge yet another complaint regarding Vodacom’s handling of my late father’s account.

My father, Mr André John Marnewick, passed away on 7 August 2026. Since then, I have repeatedly contacted Vodacom regarding his account and have supp**** the necessary information and documentation.

The request is very simple:

CANCEL THE CELLULAR CONTRACT AND CONVERT THE EXISTING NUMBER TO PREPAID. DO NOT CANCEL THE NUMBER.

Account number: I***-5 Cellular number: ***

Despite numerous emails, escalations and previous HelloPeter correspondence, Vodacom has STILL not properly answered this request or confirmed when it will be actioned.

On 8 September I finally had a positive interaction with a Vodacom consultant who was courteous, acknowledged that the matter had not been properly dealt with previously, and committed to investigating it further. I genuinely appreciated her willingness to assist.

Unfortunately, we are now back in exactly the same position.

On 12 September, Vodacom responded to my previous HelloPeter complaint stating that the escalation remains open and that the Deceased Accounts Department had contacted me, but that there had apparently been a "miscommunication regarding the nature of the inquiry."

This is simply not good enough.

There is no ambiguity or miscommunication about my request.

I have repeatedly stated that I want:

1. My late father's cellular contract cancelled. 2. The existing cellphone number RETAINED. 3. The number converted to PREPAID. 4. Written confirmation of any outstanding amount or termination requirements. 5. Written confirmation once the conversion has been completed.

How many different departments, escalations, emails and HelloPeter complaints should a bereaved family have to go through to achieve something this straightforward?

This is an estate following the death of a customer. It should be handled with additional care and urgency — not bounced between departments while the family repeatedly explains the same request.

I have again provided my late father's ID and death certificate and have again formally requested that this matter be actioned.

At this stage, I am no longer looking for another apology or another response telling me that the matter has been "escalated."

I WANT THE MATTER RESOLVED.

Vodacom, please assign ONE competent person who has the authority to take ownership of this case from beginning to end and provide me with written confirmation that:

Contract *** has been cancelled and the number has been successfully converted to prepaid.

Please stop passing this matter around internally and expecting the deceased customer's family to continuously follow up.

This has gone on long enough.