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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

    This option allows you to retain the handset/s, have the number/s converted from contract to prepaid and keep the cellular number/s active by recharging with airtime in future. Should you wish to take up this option simply send through the above requirements to [email protected]

    NB: Kindly note that this option is not applicable for Fibre lines

     

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    Deceased account management
    Contract Cancellation

    This option allows you to retain the handset/s and/or Fibre router, for the contract to be cancelled and the account to be closed. In case of Fibre contract cancellation, the balance of contract will be settled for the full value and Fibre service will be discontinued.

    Simply send through the above documents to [email protected]

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    Deceased account management
    DECEASED ACCOUNT MANAGEMENT
    Transfer of Ownership (Applicable to Fibre Accounts only)

    This option allows you to continue with the Fixed Line Service by applying for a Transfer of Ownership which is subject to credit vetting approval. To facilitate a transfer of ownership on a Fibre line, kindly email the following documents to [email protected]:

    Surety Form
    Transfer Checklist & all documents required thereof
    Transfer Form
    Vodacom FTTH Application
     

    Important to Note:
    Any missing information, payments or documentation will result in your application being delayed.

    Kindly note that for any of the contract options selected above, the following is required:

    • A certified copy of the account holders ID & death certificate

    • Executor details (Name, Surname, ID Number & Contact details for correspondence)

    • Deceased claim form completed with all the required information

    • Late Estate bank account details

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    Deceased account management
    Transfer of Ownership

    This option enables you to transfer the Balance of Contracts, the deceased's cellular number and/or Fibre service to either yourself or another party which will enable you to retain the handset and/or Fibre service subject to credit vetting approval.

     

    To facilitate a transfer of ownership on a mobile line, kindly visit your nearest Vodacom shop to apply for a transfer of ownership along with the above requirements and your documents for credit vetting (ID, 3 months Bank Statement & a copy of your latest payslip)

     

    To facilitate a transfer of ownership on a Fibre line, kindly email the following documents to [email protected]:

    Surety Form
    Transfer Checklist & all documents required thereof
    Transfer Form
    Vodacom FTTH Application

     

    Important to Note:
    Any missing information, payments or documentation will result in your application being delayed.

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    Deceased account management
    Prepaid Conversion

    This option allows you to retain the handset, have the number converted from contract to prepaid and to keep the cellular number/s active by recharging with airtime in future. Should you wish to take up this option simply ensure that all outstanding amounts are settled in full then send through the above requirements to [email protected]

     

    Important to Note:
    This option is not applicable for Fixed Line Fibre Accounts.

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    Deceased account management
    Contract Cancellation

    This option allows for the Mobile and/or Fibre contract to be cancelled, for the handset and/or Fibre router to be retained and the account to be closed after all outstanding amounts have been settled.

     

    In case of a Fibre contract cancellation, the Fibre service will be discontinued.

     

    Simply email all required documents to [email protected]

    Kindly note that for any of the three contract options selected above, the following is required:

    • A certified copy of the account holders ID & death certificate

    • Executor details (Name, Surname, ID Number & Contact details for correspondence)

    • Select your chosen option for the contract, i.e., Transfer of Ownership, Prepaid Conversion or Contract Cancellation on the form provided

    • Deceased claim form completed with all the required information

    • All outstanding amounts must be settled in full

    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

    Deceased accounts management

    Frequently asked questions

      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.

      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.).

      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.

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

      5 to 10 days

      Legislation states that the proceeds of the policy be payable to an Estate Late Account.
      Kindly ensure that bank account details for the Estate Late is provided on the Claim form

      If the deceased does not have a Late Estate Account, the Executor needs to open an account at the bank for the R5000 funeral benefit to be paid into.
      If the Late Estate Account has been closed, it needs to be re-opened for the R5000 funeral benefit to be paid into.

      Within 48 hours provided that all the required documents & information has been received.

      Within 48 hours provided that all the required documents & information has been received.

      This is dependent on the outcome of the credit vetting application. Please enquire with the store where the transfer was applied for.

      Transfer of Ownerships for Fibre lines are facilitated within 48 hours provided that credit vetting requirements are successful.
      The outcome of your application will be communicated to you within 48 hours.
      Should you not receive feedback after 48 hours on the outcome of your application kindly send an email to [email protected]

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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) 
       

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