Deceased Account
Management
If you’ve just lost a loved one, here’s some helpful information about the options and
process, so you can decide how to manage their Vodacom account.

Deceased Account
Management
If you’ve just lost a loved one, here’s some helpful information about the options and
process, so you can decide how to manage their Vodacom account.

What’s needed from you

Our Vodacom team extends sincerest condolences to you and your family during this difficult period.

Kindly note that for any option selected, we will require:

A certified copy of the account holder’s ID or passport and death certificate
Executor details including telephone number and email address for correspondence
Deceased claim form completed with all the required information
Late Estate bank account details

 

You can check if the deceased had Contract Cover by looking at their monthly Vodacom bill. It would be listed as an 'Added Service'

DOES YOUR DECEASED LOVED ONE HAVE CONTRACT COVER?

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DECEASED ACCOUNT MANAGEMENT

Prepaid Conversion


To keep their mobile device, have their cellphone contract converted to prepaid, and keep their line active by recharging with airtime, email the deceased account form and your documents to [email protected]

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DECEASED ACCOUNT MANAGEMENT

Contract Cancellation


To keep their mobile device but cancel their contract and close their account, email the deceased account form and required documents to [email protected]

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DECEASED ACCOUNT MANAGEMENT

Transfer of Ownership


To transfer the deceased’s cellphone number and keep their device, visit a Vodacom Shop to apply for a transfer of ownership. You’ll need the deceased account form, required documents, your ID, 3 months bank statement, and your latest payslip.

DECEASED ACCOUNT MANAGEMENT

Prepaid Conversion


To keep their device, have their cellphone contract converted to prepaid, and keep the line active by recharging with airtime, simply ensure their bill is settled and email the deceased account form and required documents to [email protected]

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DECEASED ACCOUNT MANAGEMENT

Contract Cancellation


To cancel their contract, keep their mobile device, and close their account after settling the bill, email the deceased account form and required documents to [email protected]  

NB: Prepaid Conversions and Contract Cancellations are processed within 48 hours provided that all documentation, required information and payments are received. Transfers of Ownership are dependent on the outcome of the credit-vetting application. Once the application is approved, the Transfer of Ownership is facilitated by the store.

If you need further assistance, please get in touch with us and we will be happy to help you.

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Deceased accounts management
Frequently asked questions

1. What happens after my documents have been submitted?

Once the requested documents have been submitted, you will receive an automatically generated reference number via email. This email will also include important information that you need to know.

One of our consultants will then contact you, within 3 working days, to provide you with feedback and discuss the next steps that will follow on the account.

Should you wish to follow up on your claim, you can reply to [email protected]  quoting your reference number in the e-mail subject line.

Should you wish to speak to a consultant, please contact 0821905 for assistance. Please have your service request reference number available.

Before you contact 0821905, please check whether the deceased had contract cover or not. You will find this information on the Account invoices as an added service. This will allow you to know the options available to you.


2. What is the difference between an Executor and a Next of kin?

An executor is someone who has been appointed to carry out the needs of a deceased person’s estate.

The Next of kin is defined as a person's closest living relatives through blood or legal relationships (marriage etc.).


3. What is an Executorship letter?

The executor, in most cases, will be in possession of an Executorship letter which helps to prove that they have been put in charge of someone’s assets after they have passed away.


4. What document file format is acceptable?

When submitting your documents to Vodacom, please make sure that it’s in the following file format: .JPEG / .PDF


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Subscriber Collections

082 1946 (If the account is in arrears)

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Customer Care

082 135 (If the account is not in arrears or if contact is made after hours)

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To follow up on a Transfer of Ownership, please query telephonically at the store where the applicaton was made.