Vodacom Identity ***** Case Dragging for Over 2 Years – Broken Promises and No Accountability

Title

Vodacom Identity ***** Case Dragging for Over 2 Years – Broken Promises and No Accountability

Complaint

I am extremely disappointed with how Vodacom has handled a serious identity ***** case involving my personal information.

In April 2023, a *****ulent Vodacom contract was opened in my name at a Vodacom store in Pretoria. I have never visited this store and did not apply for any Vodacom contract.

The *****ster used a manipulated copy of my identity document, where my personal details were used but the photograph had been replaced with another person’s photo. Despite this obvious discrepancy, Vodacom approved the contract.

Once I became aware of the *****, I immediately reported it to Vodacom and submitted all requested documentation, including a police affidavit.

Vodacom eventually confirmed in writing that the contract was indeed *****ulent and that I was a victim of identity theft. However, the consequences for me were significant:

My credit record was negatively affected (ITC listing)

I was declined for legitimate credit applications

I experienced financial stress and reputational damage

I spent an enormous amount of time trying to correct a problem that was not my fault

Although Vodacom later indicated that the ITC listing would be corrected, the way this entire matter has been handled is extremely concerning.

This case has now dragged on for more than two years, with repeated delays and promises of feedback that were not honoured.

On 13 December 2025, I received communication from Vodacom’s Privacy Office indicating that they would provide feedback by 12 January 2026. To date, no feedback has been received, despite several follow-up emails.

This lack of communication and accountability is unacceptable, especially in a matter involving identity ***** and the protection of personal information.

As a result of Vodacom’s continued delays and failure to properly resolve this matter, I have now escalated the issue to the Information Regulator South Africa in terms of the Protection of Personal Information Act.

Consumers should not have to fight for over two years to resolve ***** that was clearly not their fault.

I hope Vodacom will finally take this matter seriously and provide proper accountability and resolution.