VODACOM SERVICE FAILURE, NUMBER DELETION & INCORRECT ACCOUNT STATUS

I am lodging this complaint to express my extreme dissatisfaction with the unacceptable service I have received from Vodacom, as well as the administrative failures that have caused me significant inconvenience and distress. On 24 February 2026, I visited the Vodacom Store at Clearwater Mall to perform a SIM swap for my lost SIM card. To my shock, I was informed that the number in question had been deleted, and that my account was allegedly “in Legal.” This information is both incorrect and entirely unjustified based on the actual history of my account. For clarity:

My contract reached its end in September 2025 and, as per Vodacom’s standard process, billing automatically converted to prepaid because I had not yet called in to formally cancel. In January 2026, I contacted Vodacom to request official cancellation of the contract and was informed that cancellation would reflect at the end of January. Despite this, I have not received any airtime or data allocations for the numbers linked to my profile, and no explanation has ever been provided for this failure.

It is completely unacceptable that:

A number that remained active and fully linked to my Vodacom profile could be deleted without my authorization. My account could be marked as being “in Legal” without any prior communication, notice, or substantiated reason. I am now burdened with correcting issues caused entirely by Vodacom’s administrative errors. I have been deprived of services that I should have continued receiving.

I therefore request the following URGENTLY:

A full investigation into why the number was deleted without my consent. A written explanation of why my account was labeled as being “in Legal.” Immediate correction of any incorrect or unjustified status linked to my profile. Itemised billing statements for the past six months for both numbers on my profile. Detailed records of airtime and data allocations—including usage—for the same period. Written confirmation of my contract cancellation status, as communicated to me in January 2026.

Please be advised: If Vodacom fails to resolve this matter urgently and provide all requested information, I will escalate the issue to the Consumer Ombudsman and pursue legal action to safeguard my rights as a consumer. I expect a detailed written response within 48 hours.