RM
Ricard M
1 reviews | Active since Dec 2019
25 Aug 2026, 11:06
Vodacom poor service
I am extremely dissatisfied with the way Vodacom is handling the transfer of my late father’s Fibre account. My father, Mr André John Marnewick, passed away on 7 August 2026. Since then, I have been trying to arrange the transfer of his Fibre service into my mother’s name so that the service can continue without unnecessary disruption.
This should be a simple administrative process. Instead, Vodacom has turned it into an ongoing nightmare of follow-ups, delays and having to repeatedly chase for action.
Package: 75 Mbps MetroFibre Service Reference: SR *** Service Reference: SR ***
These references clearly demonstrate that this matter has already been raised with Vodacom. Yet despite having the relevant information and being fully aware of the circumstances, the issue remains unresolved. My father is deceased. My family is already dealing with the administration of his estate and everything that comes with losing a family member. The last thing we should have to deal with is repeatedly chasing a telecommunications provider simply to get a basic account transfer processed.
What makes this particularly frustrating is the complete lack of urgency and ownership. Every additional delay means another follow-up, another explanation and another attempt to get someone at Vodacom to actually take responsibility for the matter.
This is not acceptable.
I do not need another generic response telling me that the matter has been “escalated” or that someone will “look into it”. Those responses are meaningless when the underlying problem remains unresolved.
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Replies (3)0
Replies (3)RM
Ricard M's updateReviewer Update
10 Sept 2026, 14:43VODACOM – ANOTHER FAILED ESCALATION AND STILL NO RESOLUTION OF A DECEASED ESTATE ACCOUNT
Unfortunately, I am back on HelloPeter again regarding the same unresolved matter involving my late father's Vodacom account.
Following my previous complaint, I finally received a call from a Vodacom consultant on 8 September. I want to be fair and acknowledge that she was courteous, positive and appeared genuinely concerned about how this matter had been handled. After hearing the history, she recognised that the issue had not been properly dealt with previously and committed to personally investigating it further.
For the first time, I felt that somebody at Vodacom might actually take ownership of the problem.
Unfortunately, here we are again.
On 8 September, I also received further Vodacom invoices and statements for my late father's account. This is despite Vodacom having been notified of his death and despite the extensive correspondence and escalation that has already taken place.
Then, on 9 September, Vodacom's Deceased Department responded to the escalation. Their email stated:
"Attached is the deceased info pack..."
There was no attachment.
I responded immediately, politely pointing this out and asking them simply to resend the information pack.
I have received no response and no information pack.
This is becoming incredibly frustrating.
My father passed away on 7 August 2026. More than a month later, his family is still chasing Vodacom to properly deal with his account. We have contacted Vodacom repeatedly, escalated the matter, lodged a HelloPeter complaint, spoken to representatives, received assurances that the matter would be investigated, and yet we are STILL having to follow up because basic administrative actions are not being completed.
This is not a complicated request.
We are trying to administer a deceased person's affairs. Every other organisation we are dealing with understands that this is already a difficult process for a family. We should not have to repeatedly chase Vodacom because departments do not communicate, promised information is not sent, emails are not answered and nobody appears able to take the matter through to completion.
What concerns me most is that even after a HelloPeter escalation, the same pattern continues.
I appreciate the consultant who contacted me on 8 September and genuinely appeared willing to help. My criticism is not directed at her personally. In fact, her response demonstrated exactly the level of ownership that has been missing throughout this process.
But a pleasant telephone call does not resolve the account.
Vodacom, I am asking you publicly once again: please assign ONE competent person to this matter, take ownership of it from beginning to end, and resolve my late father's account properly.
Please stop sending us from department to department.
Please stop making us repeat the same history.
Please stop sending emails referring to attachments that are not attached and then ignoring our requests for them.
And please explain why invoices continue to be generated while this deceased-estate process remains unresolved.
My family should not have to lodge repeated public complaints simply to get basic administration completed after the death of a loved one.
I would now like a written response confirming exactly what remains outstanding, what Vodacom is doing to resolve the account, and who will personally take responsibility for seeing this matter through to completion.
Enough is enough.
Unfortunately, I am back on HelloPeter again regarding the same unresolved matter involving my late father's Vodacom account.
Following my previous complaint, I finally received a call from a Vodacom consultant on 8 September. I want to be fair and acknowledge that she was courteous, positive and appeared genuinely concerned about how this matter had been handled. After hearing the history, she recognised that the issue had not been properly dealt with previously and committed to personally investigating it further.
For the first time, I felt that somebody at Vodacom might actually take ownership of the problem.
Unfortunately, here we are again.
On 8 September, I also received further Vodacom invoices and statements for my late father's account. This is despite Vodacom having been notified of his death and despite the extensive correspondence and escalation that has already taken place.
Then, on 9 September, Vodacom's Deceased Department responded to the escalation. Their email stated:
"Attached is the deceased info pack..."
There was no attachment.
I responded immediately, politely pointing this out and asking them simply to resend the information pack.
I have received no response and no information pack.
This is becoming incredibly frustrating.
My father passed away on 7 August 2026. More than a month later, his family is still chasing Vodacom to properly deal with his account. We have contacted Vodacom repeatedly, escalated the matter, lodged a HelloPeter complaint, spoken to representatives, received assurances that the matter would be investigated, and yet we are STILL having to follow up because basic administrative actions are not being completed.
This is not a complicated request.
We are trying to administer a deceased person's affairs. Every other organisation we are dealing with understands that this is already a difficult process for a family. We should not have to repeatedly chase Vodacom because departments do not communicate, promised information is not sent, emails are not answered and nobody appears able to take the matter through to completion.
What concerns me most is that even after a HelloPeter escalation, the same pattern continues.
I appreciate the consultant who contacted me on 8 September and genuinely appeared willing to help. My criticism is not directed at her personally. In fact, her response demonstrated exactly the level of ownership that has been missing throughout this process.
But a pleasant telephone call does not resolve the account.
Vodacom, I am asking you publicly once again: please assign ONE competent person to this matter, take ownership of it from beginning to end, and resolve my late father's account properly.
Please stop sending us from department to department.
Please stop making us repeat the same history.
Please stop sending emails referring to attachments that are not attached and then ignoring our requests for them.
And please explain why invoices continue to be generated while this deceased-estate process remains unresolved.
My family should not have to lodge repeated public complaints simply to get basic administration completed after the death of a loved one.
I would now like a written response confirming exactly what remains outstanding, what Vodacom is doing to resolve the account, and who will personally take responsibility for seeing this matter through to completion.
Enough is enough.
RM
Ricard M's update10 Sept 2026, 14:43
Reviewer Update
VODACOM – ANOTHER FAILED ESCALATION AND STILL NO RESOLUTION OF A DECEASED ESTATE ACCOUNT
Unfortunately, I am back on HelloPeter again regarding the same unresolved matter involving my late father's Vodacom account.
Following my previous complaint, I finally received a call from a Vodacom consultant on 8 September. I want to be fair and acknowledge that she was courteous, positive and appeared genuinely concerned about how this matter had been handled. After hearing the history, she recognised that the issue had not been properly dealt with previously and committed to personally investigating it further.
For the first time, I felt that somebody at Vodacom might actually take ownership of the problem.
Unfortunately, here we are again.
On 8 September, I also received further Vodacom invoices and statements for my late father's account. This is despite Vodacom having been notified of his death and despite the extensive correspondence and escalation that has already taken place.
Then, on 9 September, Vodacom's Deceased Department responded to the escalation. Their email stated:
"Attached is the deceased info pack..."
There was no attachment.
I responded immediately, politely pointing this out and asking them simply to resend the information pack.
I have received no response and no information pack.
This is becoming incredibly frustrating.
My father passed away on 7 August 2026. More than a month later, his family is still chasing Vodacom to properly deal with his account. We have contacted Vodacom repeatedly, escalated the matter, lodged a HelloPeter complaint, spoken to representatives, received assurances that the matter would be investigated, and yet we are STILL having to follow up because basic administrative actions are not being completed.
This is not a complicated request.
We are trying to administer a deceased person's affairs. Every other organisation we are dealing with understands that this is already a difficult process for a family. We should not have to repeatedly chase Vodacom because departments do not communicate, promised information is not sent, emails are not answered and nobody appears able to take the matter through to completion.
What concerns me most is that even after a HelloPeter escalation, the same pattern continues.
I appreciate the consultant who contacted me on 8 September and genuinely appeared willing to help. My criticism is not directed at her personally. In fact, her response demonstrated exactly the level of ownership that has been missing throughout this process.
But a pleasant telephone call does not resolve the account.
Vodacom, I am asking you publicly once again: please assign ONE competent person to this matter, take ownership of it from beginning to end, and resolve my late father's account properly.
Please stop sending us from department to department.
Please stop making us repeat the same history.
Please stop sending emails referring to attachments that are not attached and then ignoring our requests for them.
And please explain why invoices continue to be generated while this deceased-estate process remains unresolved.
My family should not have to lodge repeated public complaints simply to get basic administration completed after the death of a loved one.
I would now like a written response confirming exactly what remains outstanding, what Vodacom is doing to resolve the account, and who will personally take responsibility for seeing this matter through to completion.
Enough is enough.
Unfortunately, I am back on HelloPeter again regarding the same unresolved matter involving my late father's Vodacom account.
Following my previous complaint, I finally received a call from a Vodacom consultant on 8 September. I want to be fair and acknowledge that she was courteous, positive and appeared genuinely concerned about how this matter had been handled. After hearing the history, she recognised that the issue had not been properly dealt with previously and committed to personally investigating it further.
For the first time, I felt that somebody at Vodacom might actually take ownership of the problem.
Unfortunately, here we are again.
On 8 September, I also received further Vodacom invoices and statements for my late father's account. This is despite Vodacom having been notified of his death and despite the extensive correspondence and escalation that has already taken place.
Then, on 9 September, Vodacom's Deceased Department responded to the escalation. Their email stated:
"Attached is the deceased info pack..."
There was no attachment.
I responded immediately, politely pointing this out and asking them simply to resend the information pack.
I have received no response and no information pack.
This is becoming incredibly frustrating.
My father passed away on 7 August 2026. More than a month later, his family is still chasing Vodacom to properly deal with his account. We have contacted Vodacom repeatedly, escalated the matter, lodged a HelloPeter complaint, spoken to representatives, received assurances that the matter would be investigated, and yet we are STILL having to follow up because basic administrative actions are not being completed.
This is not a complicated request.
We are trying to administer a deceased person's affairs. Every other organisation we are dealing with understands that this is already a difficult process for a family. We should not have to repeatedly chase Vodacom because departments do not communicate, promised information is not sent, emails are not answered and nobody appears able to take the matter through to completion.
What concerns me most is that even after a HelloPeter escalation, the same pattern continues.
I appreciate the consultant who contacted me on 8 September and genuinely appeared willing to help. My criticism is not directed at her personally. In fact, her response demonstrated exactly the level of ownership that has been missing throughout this process.
But a pleasant telephone call does not resolve the account.
Vodacom, I am asking you publicly once again: please assign ONE competent person to this matter, take ownership of it from beginning to end, and resolve my late father's account properly.
Please stop sending us from department to department.
Please stop making us repeat the same history.
Please stop sending emails referring to attachments that are not attached and then ignoring our requests for them.
And please explain why invoices continue to be generated while this deceased-estate process remains unresolved.
My family should not have to lodge repeated public complaints simply to get basic administration completed after the death of a loved one.
I would now like a written response confirming exactly what remains outstanding, what Vodacom is doing to resolve the account, and who will personally take responsibility for seeing this matter through to completion.
Enough is enough.
RM
Ricard M's updateReviewer Update
12 Sept 2026, 01:12Still waiting for Vodacom to cancel deceased customer’s contract and move number to prepaid
I am unfortunately having to post another update regarding the ongoing problems with my late father’s Vodacom account.
After weeks of emails, calls and previous escalation, I have finally received some progress from Vodacom regarding the separate fibre transfer. On 11 September, the FTTH Department sent me the required documentation to transfer the fibre service into my mother’s name. I appreciate that this part of the matter is now moving forward.
However, the mobile contract remains unresolved.
I have repeatedly asked Vodacom to cancel my late father André John Marnewick’s mobile contract and convert the number to prepaid, so that my mother can retain the number.
This is not a new request. Vodacom has been aware of my father’s death since August, I have supp**** documentation, followed up repeatedly, dealt with different departments, and previously escalated the matter through HelloPeter.
I was also contacted by a Vodacom consultant on 8 September who was courteous and genuinely appeared willing to investigate the problems we had experienced. I appreciated that interaction and was hopeful that someone was finally taking ownership of the matter.
Unfortunately, despite that intervention, I still have no confirmation that the mobile contract has been cancelled or that the number is being converted to prepaid.
Vodacom’s Deceased Estates team has already confirmed that my father did not have contract cover on this number. Fine, that issue is understood. But that still does not answer the actual outstanding request:
Cancel the contract and retain the number as a prepaid number.
At this point I simply need Vodacom to confirm:
1. Has the cancellation been processed?
2. What is the effective cancellation date?
3. Will the number be retained and converted to prepaid?
4. If something is still outstanding from our side, exactly what is required?
It should not take this many emails, departments, calls and public complaints for a grieving family to close a deceased person's mobile contract while retaining the number.
Vodacom, please assign one person who can take ownership of this matter and actually see it through to completion.
The fibre matter is finally progressing. Now please finish the mobile cancellation.
I am unfortunately having to post another update regarding the ongoing problems with my late father’s Vodacom account.
After weeks of emails, calls and previous escalation, I have finally received some progress from Vodacom regarding the separate fibre transfer. On 11 September, the FTTH Department sent me the required documentation to transfer the fibre service into my mother’s name. I appreciate that this part of the matter is now moving forward.
However, the mobile contract remains unresolved.
I have repeatedly asked Vodacom to cancel my late father André John Marnewick’s mobile contract and convert the number to prepaid, so that my mother can retain the number.
This is not a new request. Vodacom has been aware of my father’s death since August, I have supp**** documentation, followed up repeatedly, dealt with different departments, and previously escalated the matter through HelloPeter.
I was also contacted by a Vodacom consultant on 8 September who was courteous and genuinely appeared willing to investigate the problems we had experienced. I appreciated that interaction and was hopeful that someone was finally taking ownership of the matter.
Unfortunately, despite that intervention, I still have no confirmation that the mobile contract has been cancelled or that the number is being converted to prepaid.
Vodacom’s Deceased Estates team has already confirmed that my father did not have contract cover on this number. Fine, that issue is understood. But that still does not answer the actual outstanding request:
Cancel the contract and retain the number as a prepaid number.
At this point I simply need Vodacom to confirm:
1. Has the cancellation been processed?
2. What is the effective cancellation date?
3. Will the number be retained and converted to prepaid?
4. If something is still outstanding from our side, exactly what is required?
It should not take this many emails, departments, calls and public complaints for a grieving family to close a deceased person's mobile contract while retaining the number.
Vodacom, please assign one person who can take ownership of this matter and actually see it through to completion.
The fibre matter is finally progressing. Now please finish the mobile cancellation.
RM
Ricard M's update12 Sept 2026, 01:12
Reviewer Update
Still waiting for Vodacom to cancel deceased customer’s contract and move number to prepaid
I am unfortunately having to post another update regarding the ongoing problems with my late father’s Vodacom account.
After weeks of emails, calls and previous escalation, I have finally received some progress from Vodacom regarding the separate fibre transfer. On 11 September, the FTTH Department sent me the required documentation to transfer the fibre service into my mother’s name. I appreciate that this part of the matter is now moving forward.
However, the mobile contract remains unresolved.
I have repeatedly asked Vodacom to cancel my late father André John Marnewick’s mobile contract and convert the number to prepaid, so that my mother can retain the number.
This is not a new request. Vodacom has been aware of my father’s death since August, I have supp**** documentation, followed up repeatedly, dealt with different departments, and previously escalated the matter through HelloPeter.
I was also contacted by a Vodacom consultant on 8 September who was courteous and genuinely appeared willing to investigate the problems we had experienced. I appreciated that interaction and was hopeful that someone was finally taking ownership of the matter.
Unfortunately, despite that intervention, I still have no confirmation that the mobile contract has been cancelled or that the number is being converted to prepaid.
Vodacom’s Deceased Estates team has already confirmed that my father did not have contract cover on this number. Fine, that issue is understood. But that still does not answer the actual outstanding request:
Cancel the contract and retain the number as a prepaid number.
At this point I simply need Vodacom to confirm:
1. Has the cancellation been processed?
2. What is the effective cancellation date?
3. Will the number be retained and converted to prepaid?
4. If something is still outstanding from our side, exactly what is required?
It should not take this many emails, departments, calls and public complaints for a grieving family to close a deceased person's mobile contract while retaining the number.
Vodacom, please assign one person who can take ownership of this matter and actually see it through to completion.
The fibre matter is finally progressing. Now please finish the mobile cancellation.
I am unfortunately having to post another update regarding the ongoing problems with my late father’s Vodacom account.
After weeks of emails, calls and previous escalation, I have finally received some progress from Vodacom regarding the separate fibre transfer. On 11 September, the FTTH Department sent me the required documentation to transfer the fibre service into my mother’s name. I appreciate that this part of the matter is now moving forward.
However, the mobile contract remains unresolved.
I have repeatedly asked Vodacom to cancel my late father André John Marnewick’s mobile contract and convert the number to prepaid, so that my mother can retain the number.
This is not a new request. Vodacom has been aware of my father’s death since August, I have supp**** documentation, followed up repeatedly, dealt with different departments, and previously escalated the matter through HelloPeter.
I was also contacted by a Vodacom consultant on 8 September who was courteous and genuinely appeared willing to investigate the problems we had experienced. I appreciated that interaction and was hopeful that someone was finally taking ownership of the matter.
Unfortunately, despite that intervention, I still have no confirmation that the mobile contract has been cancelled or that the number is being converted to prepaid.
Vodacom’s Deceased Estates team has already confirmed that my father did not have contract cover on this number. Fine, that issue is understood. But that still does not answer the actual outstanding request:
Cancel the contract and retain the number as a prepaid number.
At this point I simply need Vodacom to confirm:
1. Has the cancellation been processed?
2. What is the effective cancellation date?
3. Will the number be retained and converted to prepaid?
4. If something is still outstanding from our side, exactly what is required?
It should not take this many emails, departments, calls and public complaints for a grieving family to close a deceased person's mobile contract while retaining the number.
Vodacom, please assign one person who can take ownership of this matter and actually see it through to completion.
The fibre matter is finally progressing. Now please finish the mobile cancellation.
RM
Ricard M's updateReviewer Update
12 Sept 2026, 12:42Thank you for the update. I acknowledge that the escalation remains open and appreciate that the matter is now being addressed with your management team.
However, I still have not received a clear response regarding the cancellation of my late father’s mobile contract and my request to have the mobile number converted to prepaid.
This has been raised separately and repeatedly, but I still do not have confirmation that the contract will be cancelled, when this will take effect, or that the number will be retained and converted to prepaid.
Please could Vodacom specifically address this outstanding request as part of the escalation and provide me with a clear written update.
I appreciate the assistance so far and look forward to finally getting this resolved.
However, I still have not received a clear response regarding the cancellation of my late father’s mobile contract and my request to have the mobile number converted to prepaid.
This has been raised separately and repeatedly, but I still do not have confirmation that the contract will be cancelled, when this will take effect, or that the number will be retained and converted to prepaid.
Please could Vodacom specifically address this outstanding request as part of the escalation and provide me with a clear written update.
I appreciate the assistance so far and look forward to finally getting this resolved.
RM
Ricard M's update12 Sept 2026, 12:42
Reviewer Update
Thank you for the update. I acknowledge that the escalation remains open and appreciate that the matter is now being addressed with your management team.
However, I still have not received a clear response regarding the cancellation of my late father’s mobile contract and my request to have the mobile number converted to prepaid.
This has been raised separately and repeatedly, but I still do not have confirmation that the contract will be cancelled, when this will take effect, or that the number will be retained and converted to prepaid.
Please could Vodacom specifically address this outstanding request as part of the escalation and provide me with a clear written update.
I appreciate the assistance so far and look forward to finally getting this resolved.
However, I still have not received a clear response regarding the cancellation of my late father’s mobile contract and my request to have the mobile number converted to prepaid.
This has been raised separately and repeatedly, but I still do not have confirmation that the contract will be cancelled, when this will take effect, or that the number will be retained and converted to prepaid.
Please could Vodacom specifically address this outstanding request as part of the escalation and provide me with a clear written update.
I appreciate the assistance so far and look forward to finally getting this resolved.