Whitelist Nightmare

Good day,

I write this mail to Vodacom with a great deal of service dissatisfaction and frustration.

Attached hereto please find correspondences to your solutions department in effort to unlock my previously blacklisted cell phone which was ****** out of a house *******, and later recovered by the investigating task force of the SAPS - pay careful attention to the time stamps of the different communique.

I have been using the above-mentioned Vodacom number for over 10 years, and it is unfortunate that the number still remains in the authority and contractual obligation of my father, but my custody.

Upon initial contact with Vodacom on this issue, I was advised that I ought to send documentations inclusive of a completed form, copy of ID, and affidavit, the case was subsequently closed without resolution, until I called in to enquire, where I was advised that I had to produce proof of purchase of the device in question.- I then went to Apple iStore where I purchased the device, and had that reprinted and submitted (attached correspondence is inclusive of said docs).

Still without resolution after the given turn-around-time I enquired further, and the consultant advised the necessity to authenticate the account, as at the time of loss of the device, the SIM in use was that of the contract, and phone was blocked using such number (which currently is open and used by myself).

Without hesitation I provided the details of the contract holder, as I understood that this action carries no implication or negative barring to the contract, by no means affecting terms nor costs of the contract - and anticipated an effortless process, which I was advised otherwise, in that my father failed to authenticate.

After countless efforts to resolve this minor predicament, I have yielded no results - I have explored the approach of an affidavit under oath stating the case, conversations with my father, explore avenues with Vodacom which would require no participation from the contract holder, as I continue to emphasise that the device in question, has no relationship with the said account, however have not come to a successful outcome.

I have already stated and previously indicated that since the inception of this contract, I have probably last taken a contract renewal/upgrade 8+ years ago, I however note that my contract number continues to be renewed without my involvement (granted, it is not my contract - I just merely use the number). I cannot stress enough, my lack of understanding on the tedious requirements to unblock a phone, with the provision of binding, evident, solid documentation - every iPhone I have owned in the past 5 years, if you can reference to records of devices used against the number in question, has been phones I purchased in cash, directly from iStores, myself, out of my own pocket; as such, one would imagine that you are in full entitlement of such device, hold 100% ownership, and that the two has no influence on each other in terms of prepaid phone vs contract number.

I would perhaps perfectly understand if the request had implications on the contract such as tariff changes, contract duration, and the terms and conditions - however, that is not the case in this regard.

I am now sitting with a phone that I purchased for R12 999, but functions as a demo device that cannot make any calls, text, or data connectivity activities due to the fact that I made the mistake of blocking it with reference to a number I have no ownership of, and has been a dire nightmare to get it whitelisted.

I have reiterated to my father that I do not wish to transfer this contract to my name, as I have more pressing financial obligations, and cannot commit to such; I am a 26 year old with two unemployed parents, 10 year old siblings, and extended family members who are entirely financially dependent on me, and my own lifestyle to maintain - as such, a cell phone contract to the tune of R1k takes absolute no priority in my list of essentials, having said that, I have made countless pleas to have this number migrated to prepaid, as I continue to suffer extensively even in instances where I need to recover my lost number through SIM swap, basic requests such as CLIP and own purchases enquiries.

Herewith my simple request: • Whitelist/Unblock my Apple iPhone 6s Plus 64GB Gold • Migrate this number to prepaid effective immediately, at the earliest possible convenience, or at the end term date of the active contract • Change the number ownership to my name as per details contained in attached supporting documents

Your assistance in this regard is greatly appreciated (all parties involved), and I endeavour to continue a long-term relationship with Vodacom.

CC’d herein this mail, is the contract holder (Mr Ngwenya - my father), for purposes of transparency, synchronized communication, and resolution mechanisms.