Vodacom took my number away from me after 12 years of being a loyal customer and refuse to help me retrieve my important documents tied to my number.

**Formal Complaint – Vodacom**

I am writing to express my deep disappointment and frustration with Vodacom after being a loyal customer for over 12 years. I have had the same number since I received my first phone as a young girl, and it has been the number linked to my WhatsApp and countless important documents accumulated over more than a decade. This number is part of my identity and losing it has caused me immense stress.

After being away for a few months, I returned home, switched my phone on, and discovered that I had no service and no connection. When I finally managed to speak to a Vodacom consultant, after struggling even to get through, I was told, in a blunt and unhelpful tone, that my number “sounds like it has been deleted” and that there was “nothing they can do.” No empathy, no explanation, and no attempt to assist.

I then took time off work to visit Vodacom at Greenstone Mall, only to be told that they could not help me because they “don’t have access to the system.” I was instructed to travel all the way to Vodacom World in Midrand, which is far from where I live, but I went because this matter is extremely important to me, so I took more time off work.

At Vodacom World I was finally informed that my number *had indeed been deleted*, and I was never notified in any way before this happened. When I explained that all my important WhatsApp documents rely on this number, I was told there might be a chance to retrieve it if the IT department confirmed it was still available. I was informed this would take 24–48 hours.

I then asked what would happen if the number *was* available. I was told that the only way to get it back would be to sign a **contract**, because Vodacom “does not allow this for prepaid.” Meaning, after taking my number away without warning, Vodacom expected me to pay monthly fees simply to regain what was originally mine. I was not happy about this, but I completed the paperwork and was advised that once the number was confirmed as available, I could go to my local Vodacom store to finalize the process.

Within a few hours, I received a call confirming that my number *was still available* and that I should go immediately to my nearest Vodacom store to complete the contract and retrieve it. Once again, I took time off work.

When I arrived, the consultant I spoke to told me the complete opposite, that there was *no way* to retrieve my number, that he had *never heard* of such a process, and that he didn’t understand why the Vodacom World agent had sent me “on a wild goose chase.”

At this point, the lack of communication, inconsistent information, and disregard for my time was shocking. I even asked if I could have access to the number for just 48 hours to retrieve my WhatsApp data, and I was told no. The emotional impact of losing 12 years of documents, messages, and memories has been overwhelming.

To summarise:

• Vodacom deleted my number without informing me in any way. • I received conflicting and contradictory information from every branch. • I was spoken to with little professionalism or care. • My time, fuel, and work hours were wasted repeatedly. • I was told I had to sign a contract to get back my own number — then told the opposite. • I ultimately lost access to my WhatsApp and all the important documents saved over 12 years.

This entire experience has been distressing, frustrating, and deeply disappointing. After 12 years of loyalty, I expected far better treatment. Vodacom has now lost a customer, and I will be sharing my experience across all my social media platforms so others are aware of how poorly long-standing customers can be treated.