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?
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:Â Kindly note that this option is not applicable for Fibre lines
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]
DECEASED ACCOUNT MANAGEMENT
Transfer of ownership (applicable to Fiber 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
Â
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
-
A copy of the death certificate stamped by home affairs
-
Executor details (Certified Copy of ID & Contact details for correspondence)
-
Letter of Executorship / Authority stamped by the High Court
-
Deceased claim form completed with all the required information
-
Late Estate bank account confirmation details (not older than 3 months)
-
Contract Cover claims must be submitted as soon as reasonably possible up to a maximum of 180 days from the date of the death giving rise to the claim as indicated in Section "C" of the contract cover terms and conditions
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.
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.
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 (Certified ID & 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
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
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.
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]
Subscriber Collections
082 1946 (If the account is in arrears)
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.