Vodacom unable to process a simple migration – appalling customer service

On the morning of 27 November, I visited the Vodacom 4U store in Sandton City to request a migration (not an upgrade) on my contract. I was told my account was in arrears, which made no sense as my invoice was only due on 30 November and I make regular payments via the Vodapay app.

The consultant phoned the accounts call centre while I was in-store. They admitted they were unsure why my account reflected as arrears and promised it would be corrected within two hours.

Later that same day, I went to another Vodacom store in Sandton City. My account status was still unchanged. I phoned customer care, requested an escalation, and was promised a call-back within an hour. No one ever called me.

I then received an SMS and email from Vodacom advising of package changes effective 1 February 2026, listing old and new packages with their subscription amounts. I am currently on RED 2.8GB 200min at R550, which will increase to RED 3GB 200min at R594.

The same communication clearly shows RED 4.5GB 100min at R550, changing to RED 5GB 100min at R594. I therefore attempted to migrate to RED 4.5GB 100min, as it is the same monthly cost as my current package.

When I phoned 082 135, the agent insisted this package costs over R900, directly contradicting Vodacom’s own communication. I was placed on hold multiple times for extended periods and eventually transferred without warning to the retentions department, who confirmed the same incorrect pricing. Both agents incorrectly claimed I receive a discount, which is not reflected on my invoice.

The retentions agent eventually admitted I had been transferred incorrectly and that I should have been assisted by migrations, but could not transfer me back. The call had already lasted nearly an hour.

I then tried Tobi, which failed twice — once resulting only in a missed call and a service rating SMS. When I eventually reached another agent, she was not listening, repeatedly quoted incorrect package details, and showed no understanding when I queried whether my line might be on a legacy package. She openly admitted she did not know what that is.

From the first store visit on 27 November to today, this has been a complete waste of time — incorrect account status, broken promises, endless holds, poor routing, and agents who are uninterested and inadequately informed.

I am still expecting my line to be migrated to RED 4.5GB 100min at R550, with the understanding that it will become RED 5GB 100min at R594 from February.

Vodacom’s customer service has shown a concerning lack of attention, product knowledge, and accountability for what should be a straightforward request.