VODACOM - WE DON'T CARE WITH US YOU GO NO FURTHER

Dear Mr. Mdlalose and Vodacom Executive Team,

I am writing to you directly after exhausting all other Vodacom channels, none of which have provided a meaningful response or acceptable resolution. As a loyal Vodacom customer for over 30 years, I cannot express strongly enough my shock and disappointment at the way my recent upgrade issue has been handled. Today I received a call from a Vodacom representative, Grace Mahlangu (Ref: EC-21UU-10N23T), who informed me that my upgrade could not be delivered because I “could not produce my ID.” This statement is completely inaccurate. The facts are simple: • I did present my ID. • The courier arrived to deliver my handset under the name “Thembi.” • I was expected to provide Thembi’s ID, something that is clearly impossible. • This error was caused entirely by Vodacom’s incorrect courier assignment, not by me. Instead of acknowledging this mistake or resolving it, I was told the case has now been closed and that I must start the entire upgrade process again. I asked a straightforward question: Why must I restart the process when the mistake was not mine? No explanation was provided only a cold POLICY instruction to begin again. This level of service is deeply unacceptable, and quite frankly, unbecoming of a company of Vodacom’s size and reputation. It reflects: • Zero accountability for internal errors • Zero regard for customer time and effort • Zero respect for long-standing loyalty To make matters worse, I had already lodged a formal complaint (***-5e9b4c37) and was promised a supervisor call that never materialised. Not a single department has acknowledged or taken ownership of this situation. What I expect from the CEO’s Office: 1. A senior representative to contact me directly. 2. Immediate reinstatement of my original upgrade order without requiring me to restart the process. 3. An internal investigation into why incorrect customer information was sent to the courier. 4. Accountability for the failure of multiple Vodacom departments to follow up. After three decades of loyalty, I should not have to fight this hard for basic service nor should I be expected to bear the consequences of Vodacom’s own errors. This is truly a sad day BUT I trust the CEO’s Office will treat this matter with the urgency and seriousness it deserves. Kind regards, Mark Woods

I want to place on record my deep concern not only about the original upgrade failure, but about what has happened since I escalated it.

on 14 November 2025 I wrote to the people entrusted to protect the interests of the company, its customers, and its shareholders. The fact that no one has even shown the basic decency to acknowledge receipt of that email says far more about Vodacom than any policy ever could.

When a long-standing customer raises a clear, documented operational error and the Executive Office responds with silence, it communicates one thing: that accountability is optional, customer loyalty is taken for granted, and internal failures are easier to ignore than fix. That is not a service issue anymore it is a leadership and governance issue. SAD DAY FOR VODACOM