Manage a deceased loved one’s Vodacom account
Our Vodacom team extends sincerest condolences to you and your family during this difficult period.
Vodacom can help you manage a deceased loved one’s mobile or Fibre account. Depending on the service and whether Contract Cover is active, you can request cancellation, convert an eligible mobile number to prepaid, or apply for a transfer of ownership. Transfers are subject to credit vetting approval.
To get started: complete the deceased account claim form and send it with the required documents to [email protected]. For a mobile transfer without Contract Cover, apply at a Vodacom shop.
What documents do I need?
- A certified copy of the account holder’s ID or passport. Include both sides of a smart card ID.
- A certified copy of the death certificate.
- The executor’s telephone number and email address.
- A completed deceased account claim form.
- Late estate bank account details.
Send documents in JPEG or PDF format to [email protected]. Missing information, documentation or required payments can delay the request.
Additional documents for Contract Cover claims
The current Contract Cover checklist also requires a death certificate stamped by Home Affairs, the executor’s certified ID, a Letter of Executorship or Authority stamped by the High Court, and late estate bank account confirmation not older than three months. Submit Contract Cover claims as soon as reasonably possible and no later than 180 days from the date of death, subject to the applicable terms and conditions.
How do I check whether Contract Cover is active?
Look at the account holder’s monthly Vodacom bill. Contract Cover appears as an “Added Service”.
Options when Contract Cover is active
Convert a mobile number to prepaid
Keep the handset and convert the mobile number from contract to prepaid. You can keep the number active by recharging with airtime. Email the required documents to [email protected]. This option does not apply to Fibre services.
Cancel the mobile or Fibre contract
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.Email the required documents to [email protected].
Apply to transfer a Fibre account
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 FormVodacom FTTH Application
Options when there is no Contract Cover
Transfer a mobile or Fibre account
Apply to transfer the balance of the contract, the mobile number and/or Fibre service to yourself or another person. You can retain the handset and/or Fibre service, subject to credit vetting approval.
- For mobile: visit a Vodacom shop with the required deceased account documents, your ID, three months’ bank statements and your latest payslip for credit vetting.
- For Fibre: email the Surety Form, Transfer Checklist and all documents it requires, Transfer Form and Vodacom FTTH Application to [email protected].
Convert a mobile number to prepaid
In order to retain the handset and keep the number active by recharging with airtime, settle all outstanding amounts in full, then email the required documents to [email protected].
Prepaid conversion is not available for Fibre accounts.
Cancel the mobile or Fibre contract
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.Email the required documents to [email protected].
What happens after I submit the documents?
You’ll receive an automatically generated service request reference number by email, along with information about your request. A Vodacom consultant will contact you within three working days to provide feedback and explain the next steps.
How do I follow up?
- Reply to [email protected] and include your service request reference number in the email subject line.
- To speak to a consultant and have your reference number ready
- Call 082 1946 - If the account is in arrears
- Call 082 135 - If the account is not in arrears or if contact is made after hours
Frequently asked questions
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.
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.).
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.
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
How long does it take for the R5000 claim benefit to be paid to the Late Estate?
5 to 10 days
Can the R5000 funeral benefit be paid to a next of kin, family member or 3rd Party?
If the customer has opted for Contract Cover Plus, a lump sum amount of R5,000 will be paid to either of the below eligible beneficiaries:
To the surviving spouse;
- If no living spouse, we will pay to the children equally;
- If the child or children are minors, we will pay the legal guardian;
- If none of the above are available, we will pay to the estate;
- Documents required for pay-out:
- Surviving spouse - Marriage certificate / proof of relationship
- Surviving child/children - Unabridged birth certificate / proof of relationship
- Minor child or children - Unabridged birth certificate, proof of guardianship such as adoption or letter of guardianship appointment
- Late estate account details
NB: Proof of banking details must accompany the above document/s for payment, e.g., if the beneficiary is the spouse, the proof of banking details must match the name and surname on the marriage certificate
What should I do if there is no Late Estate Account or if the account has been closed?
Should there be no eligible beneficiaries and if the deceased does not have a Late Estate Account, the Executor needs to open an account at the bank for the R5000 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.
How long does it take a Prepaid Conversion to be effected?
Within 48 hours provided that all the required documents & information has been received.
How long does it take for a Contract Cancellation to be done?
Within 48 hours provided that all the required documents & information has been received.
How long does it take for a Transfer of Ownership to be facilitated on a mobile line?
This is dependent on the outcome of the credit vetting application. Please enquire with the store where the transfer was applied for.
How long does it take for a Transfer of Ownership to be facilitated on a Fibre line?
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]