Vodacom
reviews and complaints

Was contacted by Vodacom as they had a special offer to upgrade my Data contract from 2 Gig to 5 Gig at a reduced monthly charge of R50. The router device would also be upgraded free of charge.
Customer order number - 1 - [protected].
Received delivery on the 12 of Sept2016
Instruction on the box said the device had to be Rica.
Went to The Vodashop to Rica and this is where we picked up a third contract was loaded to my name.

This morning I received a call regarding for the repairs of my Samsung J1 ACE, I recently sent it in for repairs through PEP stores, and they sent it away to Vodacom. When PEP sent it away I lady by the name of Tatum told me it was going to be R94, because the phone is still under guarantee, I had it for 5 months only. So they phoned me and told me that told me that it has been repaired, I deposited the total of R94 in their bank on Wednesday 14-09/2016 at 10:12 am, and so this morning a Lady by the name of Mandy phoned me and told me that the repairs will be charged R894 and not R94. I was really disappointed yet her tone of her voice wasn't how a call center agent should speak or address their costumers, therefore I am really disappointed as she claimed the e-mail which is attached she told me that the invoice had stated the charge of R894 and not R94, but there is no amount of charge stated whatsoever. I cannot pay more than half of the price of which my phone actually was. I really upset because my phone is still under guarantee.

On 10th September we went to Vodacom Clearwate branch to get a new contract and have my number ported from MTN to vodacom.I did this with my other number last year November at Sancton City and the service was excellent.
The service at Clearwate is absolutely appalling, today is the 15th Sept, nothing had been done - the agent Ester and manager William are very incompetent.
I have to keep on phoning them and they keep on making excuses upon excuses.
Number not ported...no contract or new phone even though I have an existing contract with vodacom...In the meantime I sit without a phone as my baby broke my phone and that is why I went to take out another contract.
Very disappointed. ...

On Friday the 9th September I received a call from a person named Kelvin at Vodacom, offering me the latest deal for pensioners. This was to increase my data bundle from 2g to 5g per month. They would also reduce my monthly fee by R50.00 per month and include a FREE Vodacom Tablet.(This I duly received) I am currently averaging about R700 per month. This month they have deducted R900 off my account. It should have gone down to about R650.00 a month. Based on this I agreed to offer. I feel that I have been purposely and blatantly misinformed so that Vodacom can increase my billing.

I am demanding the charge reversed and the correct one billed. If necessary they can have the tablet back. Im a pensioner and cannot afford the increase.

I've never received such appalling services in my entire life with promises being made and not kept. I did a cellphone upgrade on 1 Aug 2016 for an IPhone and it came with a promotional offer of once off 10gig data. I haven't received the data to date, logged a complaint on 2 Sept 2016. I get no responses, I always have to call back to enquire and each time I'm promised someone will resolve and call back. Yesterday I called, spoke to a Nhlanhla who promised to investigate and call me back today and the matter on Vodacom is indicated as resolved but there's no data given to me or a phone call. She did not keep her promise. I called again today, spoke to an ntombi who said she will get another department to phone back in 10 mins. As usual the promise was not kept and no courtesy call. I'm tired of calling Vodacom on this, they must give me what's due to me asap as this is in black and white on my contract.

I received my new iPhone 6 at the beginning of the year. It has since been in for repairs for the same issue twice, and I have been back to Vodacom at least 6 or 7 times. On each ocassion, I showed the Vodacom employees assisting me that the phone reboots constantly, following which neither the wifi nor the bluetooth works. The reports from Vodacom each time indicate that they could find nothing wrong, and that they did a software update - something I can do myself.
I have a business to run, and pay my bills as Vodacom expects, but now sit with a phone that reboots at least 5 to 10 times day. I often can't make or receive phone calls and I have to use my data as I cannot connect to the office's wifi. The only response from Vodacom is that they must take in the phone again to assess it, and that they do not even have a loan phone in the meantime! Pathetic!

My line has been suspended 10 times in the last week. When contacting Vodacom I am told that Vodacom put in a credit limit bar and that is why the line keeps being suspended. There is a technical issue and it will be escalated.

In over a week, nothing has been done. I have phoned the call centre, the accounts department, the acquisitions department, everywhere and nobody can help me and Vodacom can cut my line whenever they feel like it.

My husband is paying R1500 for this contract and I have over a thousand minutes available and yet I have no phone.

I spent over an hour on the phone with the Vodacom call centre last night who were useless and could do nothing.

My husband is away on business and I must stay alone at home with no means on communication.

I would seriously like to cancel this contract as as far as I am concerned this is fraud for a customer to have to pay for something they don't have. My husband was never told with the upgrade that Vodacom would put a credit bar on the line and cut it off whenever they felt like it.

The incident happened in July 2016. I Mr A.T.C. Scholtz ID number [protected] working at Air Force Base Makhado in South Africa want to bring the following under your attention. I work for the South African Air Force and are currently deploying outside the borders of South Africa deploying as a United Nation member in the Democratic Republic of Congo for a period of one year. My tour started the 1st of November 2015 and will end somewhere in November 2016. My wife Z.C Scholtz back in South Africa picked up an error on my Vodacom statements that I receive monthly. She went to the Vodacom Store and inquired about the error just to be informed that someone in another town far from mine in Rustenburg upgraded three of my old cellphone contracts which I would have cancelled as soon as I am back in South Africa in November 2016. She them explained to the staff working at Vodacom that it can not be me that have done it because I am in the Democratic Republic of Congo for one year. The person that upgrade my contacts used a copy of my Identification document and know all my security questions that`s needed to upgrade any cellphone contract. So they advised her to ask me to give proof that I am not in South Africa for one year which I did by typing a letter and let the Officer Commanding Composite Helicopter Unit stationed in Goma DRC sign and approves that I am not in South Africa for one year. My wife also went to the South African Police Services and laid down a affidavit stating the same. I them faxed this to Vodacoms Forensic department and emailed it also to them. In return they said that they can pick up that there was fraud committed and said that it will take 7/14 working days to resolve the issue which did not happen. My wife then phoned Vodacoms customer care and they said on their computer system there are not any documents or queries that they can see that stated fraud and that my account is in arrears and I must pay it all. I refused to do that and told my wife to reverse all the debit orders that Vodacom deduct from my bank account because I am not going to pay for another person that committed fraud. After my wife phoned them again they blocked the three cellphone numbers and after a while opened them again. On the 31st of August 2016 my wife informed me that a prepaid number that previously was a contract that I migrated in November 2013 from contract to prepaid are now a contract again how that`s possible I do not know. All of this are having some emotional en stressful and not to mention financial implications on me and my whole family. Every time I must phone them from the DRC to inquire about my query and speak or be on hold for about half an hour and from DRC to phone to South Africa is not very cheap.

I want all of this to be resolved ASAP because now my image are being bad because of my account that`s in arrears and are threatened to be given to the appropriate authorities to ensure me to pay for all of this fraud. I will be given a bad credit name also because of this and will also be blacklisted. I want Vodacom to cancel all four contracts clear my name so that I will not have a bad credit record and reimburse me for all the expenses that I suffered during this time and clear all the arrears in my account.

Email correspondence are as follows:

tonie scholtz
AttachmentsAug 23

to matsie.mthembu
good day mam

as discussed telepathically find documents attached for the contract that was open while i was away
3 Attachments

Mthembu, Matsie A, Vodacom South Africa
Aug 23

to me
Good Day Tonie,

Please be advised that I have received the documents
I will forward to our admin lady to allocate it to one of us for investigation
You will get the respond from one of us once is booked out to the investigator

Regards,
Matsie

From: tonie scholtz [mailto:[protected]@gmail.com]
Sent: 23 August 2016 04:11 PM
To: Mthembu, Matsie A, Vodacom South Africa
Subject: forensic department

good day mam

as discussed telepathically find documents attached for the contract that was open while i was away

This e-mail is classified C2 - Vodacom Restricted - Information to be used inside Vodacom but it may be shared with authorized partners.
“This e-mail is sent on the Terms and Conditions that can be accessed by Clicking on this link https://webmail.vodacom.co.za/tc/default.html "

Matsepe, Peter, Vodacom South Africa
Aug 24

to me
Dear Mr Scholtz

Kindly be informed that I am handling your Fraud case that was reported to our Forensics, I will request the Fraudulent documents that were used and will advise you with the outcome of my investigations.

Regards
Peter

From: Mthembu, Matsie A, Vodacom South Africa
Sent: 23 August 2016 05:19 PM
To: Jentile, Sindiswa, Vodacom South Africa
Subject: FW: forensic department

Hi,

Please receive the attached for investigation

Regards,
Matsie

From: tonie scholtz [mailto:[protected]@gmail.com]
Sent: 23 August 2016 04:11 PM
To: Mthembu, Matsie A, Vodacom South Africa
Subject: forensic department

good day mam

as discussed telepathically find documents attached for the contract that was open while i was away

This e-mail is classified C2 - Vodacom Restricted - Information to be used inside Vodacom but it may be shared with authorized partners.

tonie scholtz
Aug 31

to Peter,
Hallo. My wife just informed me vodacom sms her telling that there are still upgrades or migration of something going on. Even now on a old number we cancelled.[protected] please I can't keep paying for contracts I don't want I want this over with and cancelled. All of them. This is to much stress for my family at home and I feel frustrated sitting here in the DRC not being able to help or nothing.

Matsepe, Peter, Vodacom South Africa
Sep 1 (13 days ago)

to me
Good Morning Mr Scholtz

Kindly be informed that I have received the Fraudulent documents that were used to process these upgrades. I have confirmed Fraud on the case and I have updated the system accordingly. I have send an email to retention's team to reverse the term of these upgrades and to pass credit. Our refund process takes 7 – 14 working days. For follow up with you may also phone the following numbers:

Reversal – 0821959
Refund – 0821946
Cancellation – 0821958

Regards
Peter

From: Matsepe, Peter, Vodacom South Africa
Sent: 24 August 2016 07:43 PM
To: '[protected]@gmail.com'
Subject: RE: forensic department

Dear Mr Scholtz

Kindly be informed that I am handling your Fraud case that was reported to our Forensics, I will request the Fraudulent documents that were used and will advise you with the outcome of my investigations.

Regards
Peter

From: Mthembu, Matsie A, Vodacom South Africa
Sent: 23 August 2016 05:19 PM
To: Jentile, Sindiswa, Vodacom South Africa
Subject: FW: forensic department

Hi,

Please receive the attached for investigation

Regards,
Matsie

From: tonie scholtz [mailto:[protected]@gmail.com]
Sent: 23 August 2016 04:11 PM
To: Mthembu, Matsie A, Vodacom South Africa
Subject: forensic department

good day mam

as discussed telepathically find documents attached for the contract that was open while i was away

This e-mail is classified C2 - Vodacom Restricted - Information to be used inside Vodacom but it may be shared with authorized partners.

tonie scholtz
Sep 1 (13 days ago)

to Peter,
Thank you very much

tonie scholtz
Sep 2 (12 days ago)

to Peter,
Hi

My wife called that cancellation number they said it's in arrears and can't be cancelled it can't be in rears my wife paid 704.00 at the Vodacom shop July. And actually you must pay us. Cause June Vodacom took twice the amount. On July she had to reverse the big amount to pay other bills. I am stressed with this never will I take one contract out from Vodacom it took me nine weeks just to be contacted by some one. Email after email nobody helped us. Please would you phone my wife [protected] she had to deal with all of this. When Vodacom took more from the debit orders all the other debits were not able to be paid. We had trouble with insurances and other payments because if these fruads. Please help us to be done with this. And to close my account at Vodacom forever. They made my family suffer while I am deploying in the DRC. I begged them to long for help made me loose trust in them. And now we are loosing money as well. Paying for contracts which was locked made my children suffer not having contact with their mother. I understand the fraud was not done by Vodacom, but by people but still over to months and still on going. Thank you for your help Sir. I am so thankful.

ATC Scholtz

tonie scholtz
Sep 12 (2 days ago)

to Peter,
Hi Peter I still do not have any feedback about my problem it is a log time since I queried the fraud that was committed I phoned the cancellation department and raised my concern with them, And every time its not cheap when I phone them from the DRC just to speak for 26 minutes just to be given a reference number the reference number is logged on [protected] ref no S3-G6M1F-FJQR6. I please ask that this problem be resolved as soon as possible because financial implications on my side are getting to much.

Thank you

A.T.C. Scholtz

tonie scholtz
10:41 AM (10 hours ago)

to Peter,
Halo Peter I just want to bring the following under your attention I am fed up with Vodacom that still want me to pay for the contracts that was upgraded and fraud that was committed on my behalf. Its now how long since you emailed me and still nothings been done to solve the problem. I must keep on phoning them from Congo on my expense and nothing happens its allot of money to phone them from this side and when i phone them they keep on saying that there is nothing done and that the account is in arrears and i must pay i will not pay and will reverse the debit order every time because the fraud was done by Vodacom and not me. If this are going to go on I will not have butt any choice to take this issue to court and then will sue Vodacom for pain and suffering and all my financial expenses that they putt me and my family through.

Can you please give me the contact numbers of your legal department.

On May 15th 2016, a fraudulent upgrade was made at vodacom chatz westgate shopping centre, using my stolen ID on one of my vodacom data accounts.

I have been in contact with the store manager as well as several of their employees over the last 3 months since the incident in order to acquire the documents used for the upgrade.
I get zero feedback/callbacks from the store and still haven't received the documents via email. I need it to be sent via email or couriered, because i am in a different part of the country and to report the incident at the police as well as register my ID number with SAFPS.

This incident has cost me many hours in calls to different departments within vodacom call centre as well as several incorrect bills and eventually disconnection of both my telephone lines.

This is the worst service i have ever encountered and that includes the lack of service from many of our South African Government Departments.

I cancelled my cellophane contract on the 29th July 2016 and it was only cancelled on the 3rd of August since then I have experienced serious problem with Vodacom.I got an invoice in August and when i called to find out what that was for i was told not to worry about it but it turns out ththat there was reason to worry.I have another contract with vodacom which should have been debited from my account on the 27th of August and that did not happen, when i called in to find out why the account department told me my account was in credit and I was shocked because as far as i remembered the only money i transferred was for my other contract's premature cancellation but clearly something was not done right.At this point my phone is not insured because they did not get their premium for the last month even after i was told by a vodacom agent that they will take care of that.when i called vodacom to find out why they didn't=t notify cellsure of my cancellation they said that is an internal matter they will resolve it and they still havent done that, I received an invoice on the 9th September and i called to find out why i got an invoice 2 months after i cancelled my contract but to this day i still dont have an answer.After staying on the phone for over 4 hours on a daily basis with over 20 vodacom agents, i still dont know what is going on with my accounts and my contract.Everytime i call in i am being transferred to different departments and they keeping passing the buck, when i demand answers they go as far as hanging up on me or putting me on hold or mutw qithout asking me.Today i got a bit of light from accounts saying the cancellations department did not use the right code and that is why my account was in credit but as soon as i spoke with cancellations they said accounts is lying but they still couldnt explain why my account was in credit when that money was for contract termination.On saturday i spoke to a team leader in the cancellations department and she told me that she will allocate July subscriptions to me because i paid for that, to this day she still hasnt done that and she also promised to call me back on the same day but that also didnt happen.I called in on numerous ocassions looking for her and everytime i called i am told she is not available and she will call me back but she never calls.I want my money back, i dont want anything to do with vodacom anymore, i want both my contracts terminated with immediate effect because i will not be treated like this.I am really frustrated, this has been going on for too long and what irritates me the most is how the agents i have spoken to sound so unbothered on the phone, they dont care about this mess that was created by them.Evrytime i call in i must explain my story from scratch even after they told me that they are logging notes on the system, they just enjoy transferring people and hanging up.I want my money back and i want it now.I am done with your company, a lot of people warned me but i chose to see the good in you but i am now done.What kind of managers and team leaders or agents do you have working for you when they dont even care about your clients? This is utter nonsense, please give me back my money and cancel your contracts i dont want them anymore.

Online Upgrade Nightmare

I tried to upgrade my 2GB month-to-month contract to a new 2GB data bundle with a new R-209-Z WiFi modem on 31/05/2016 using the online Vodacom website.

Tried to follow up on the upgrade telephonically and was delivered a new SIM card without the WiFi modem on 10/06/2016.

Upon numerous calls to Vodacom's multiple customer care numbers, I personally went through to VodaWorld on 17/06/2016 and still could not receive my modem through the consultants.
They had to call the service number themselves and I received a reference number to reverse the upgrade, on the same day.

Once again, having to make frequent calls and send emails, the upgrade was finally reversed on 20/07/2016, however I am still been charged for the 2GB data bundle and 2 amounts of R20.00 for the WiFi modem, since June 2016.

I emailed customer care again on 25/07/2016 to query my account and was given another reference number to follow up on.

There have been weekly email correspondences since 01/08/2016, the last reply on 15/08/2016 which mentioned my query is still under investigation and has been escalated with utmost urgencies.

It is now 13/09/2016, almost 4 months later and all I have is an un-opened SIM card with no new WiFi modem and unnecessary additional monthly charges on my account.

I do not know who else to escalate this to, probably Vodafone in the UK?

Please advise urgently!

Regards,
A very patient and now very angry Vodacom customer.

Good Day

I would like to know why would you assist me with an upgrade qualify me for a second line and then ask me to bring the cell phone back for the second line as you guys had a technical problem with all the phones only to get a call to tell me that I am the only one not getting the phone back as you guys did a review and my payments was bad on previous record then why give me the phone and then take it back ?

Why make me believe that I will be getting the phone back and why do you approve the second line and give it back … and then grant me the upgrade and please do send me a statement on my account where I missed one payment . First of all who was doing their job when the cellphone was approved and then had the cellphone a week and then I was told by the consultant that my application was reviewed

Because you guys have been receiving you money each and every month .

?

I took the phone at Vodacom Golden Acre - Consultant Keanu who assisted me with the second line .

I am struggling for a month now to get my credit card number changed at vodacom. No feedback comes from Vodacom. The call center just keep on saying the accounts department will phone me back to confirm the new card number! No one is taking responsibility to solve my problem.

I have been a customer of Vodacom's for years and have never received such disgusting customer service. I have recurring data bundles on my line and every month before I go out of bundle I receive an sms letting me know so that I can purchase a new bundle. Last month they just decided not to do this anymore, and I was also informed by one of the customer care agents that they had been charging me for a 2Gb bundle but I only had a 1Gb bundle. I asked the agent to please fix it and this is when the s#@t all started. I have now racked up R1600 in data charges for last month without realising it because I thought the agent had fixed the bundle issue and as I did not receive the sms I thought everything was okay. Now my line keeps on getting softlocked because my credit liit has been reached. I am still in bundle for all my usage this month and I can't use my damn phone. I am so disgusted by this level of non service by this 'service provider'. I called customer care and asked the lady to log a complaint for me and she refused. I have requested a cancellation quote and they have not sent it through. Tomorrow I am going straight to the nearest store and cancelling this contract.

I have reported fraudulent calls to vodacom from one of my contract numbers after i received an unusually high bill on the 15th of august 2016. The debited amount was r6400 for my contract account qc261762. I immediately disputed the bill with vodacom. They informed me that a sim swap was done on my [protected] number which i am paying for but not using. They told me that the number is making international to maldives.

My response was that: i did not do a sim swap, i do not make international calls either. Therefore this must be a case of fraud which vodacom fails to prevent. I therefore requested them to cancell the contract and leave the [protected] number which i have been using for 16 years.

Vodacom did not cancel the or lock the numbers and the number continued making calls until the bill was r33151.16. Now vodacom locked my number; i can't make or receive calls. Three weeks later after reporting the case to vodacom i have not received a response regarding my disputed, instead vodacom keep trying to debit the amount from my account. They have not been successful because i blocked the debit order.

My request to vodacom is that they unblock my [protected] number and suspend the bill from [protected] number until they conclude their investigation.

I have submitted an affidavit through my legal representative to vodacom stating the facts as mentioned above, to date he has not received a response from vodacom.

I have made several calls to vodacom but they would unblock the line for a while and only to lock it again without sending a notice to inform me of their intentions and the reasons for doing so.

This matter is causing a lot of stress and inconvenience for me because i am self employed as a medical doctor and my patients cannot reach me after hours. I am also employed to do call at the hospital, the hospital cannot reach me as well, because it takes time to install a new speed dial for the hospital staff.

Kindly assist because it is affecting my business and my work.

On 19 Sep 2016, my wife purchased a tempered glass screen protector for her Samsung Galaxy S7 phone for R449. It was attached to the screen by the assistant at the shop. Shortly afterward, my wife experienced difficulties related to contact with the screen; tapping the screen resulted in unreliable responses (intermittent or delayed responses) from the phone.
My wife returned to the shop, where the problem was confirmed, and a second screen protector of the same make was attached. The problem recurred, which was witnessed by the personnel at the shop.
The personnel suggested an alternate make of screen protector, to which my wife agreed, but they had no stock. My wife suggested that they refund her, so that she could proceed to another shop to purchase an alternative make. The personnel then said that the manager has a no refunds policy, and that she can rather choose something else in the shop.
To avoid further disagreement, my wife consented to wait for the alternative make of screen protector to arrive, given that the personnel assured her that the stocks were imminent.
At the third visit, my wife went back to the shop to acquire the alternate screen protector, which was a much cheaper make. My wife indicated that she expected a refund for the difference but the personnel once more invoked the "no refunds" policy; they insisted that she uses the price difference to purchase something else in the shop! She opted to defer the transaction, and submit a formal complaint.
We are deeply dissatisfied with this transaction with Vodashop, because the reason for the request for a refund is based on a defect of the product they sold, which was witnessed by themselves. My wife has have gone out of her way to accommodate the shop, by agreeing to wait for an alternative item, going back twice after the initial sale and waiting in queues each time. She had no intention of buying anything else in the shop, so why should she be forced to do so? In fact, we doubt that this is lawful, under The Consumer Protection Act, No. 68 of 2008.

I am currently a long standing customer with Vodacom and have more than one contract with them.

On July 22 I upgraded one of my contracts to a higher option with a Samsung S7 and a Samsung TAB 3 Lite. During this telephonic upgrade i was told that there were no charge and admin fee for the upgrade. The upgrade was effective from the 01 August 2016 onwards.

On July 25 I received the Samsung S7 and TAB Lite 3 with a sim card for the lite 3.

On Aug 1 I called Vodacom activation department to activate the sim on the TAB Lite and was told that it would take 24hrs for activation.

On Aug 3 I called again speaking a customer care agent who then refered me back to activations

On Aug 5 I spoke to activations again, still no joy

During this time, my husband who utilises this number had visited the Northgate Branch for a sim swop and get the CLI activated. They went out of their way to help but they were limited in trying to assist.

Aug 5 I called the customer care number a few times and was transferred to various departments accounts, collections, activations etc. Eventually it was picked up that my account was reflecting in arrears and as such was locked therefore no services could be activated on my account. The agent then helped with a 3 way conversation between accounts, customer care and myself and it was confirmed that an invoice for an upfront fee for the upgrade was billed. I had not received a copy of this invoice and a week prior my normal Vodacom debit order had been debited off my bank account. I was very confused as this invoice did not fall part of the statement that was received by myself from Vodacm. The invoice date was for the 22/07/2016. During my conversation it was confirmed that I was billed incorrectly and that my query was escalated to a supervisor. The customer care agent promised to call me back the same day once the account has been unlocked. I then preceded to the Vodacom at Northgate branch for assistance and they checked the system but could not help me as Vodacom migrated my contract onto their new system which they did not have access too. The manager from the store escalated my query via an email.

Aug 8 I called the customer care centre again, my account was still locked and the agent couldn't see any update from Aug 5th. I then requested to speak to senior person and was put through to a Team Leader. The teamleader said that the agent could not have confirmed that the invoice was billed incorrectly and he would need to investigate and listen to calls. He would call be back regarding my query.

Aug 12 I again called the call centre, asked to speak to the Tleader from the above, he was not in. Again I spoke to the agent who tried to assist me. She spoke to accounts department who then escalated and said that someone would call me that day by 15h30.

Aug 17 Spoke to customer care again and was transferred to accounts. Accounts said that the query was closed with the comments that the amount was due by me and that I am saying that this number was not upgraded. I tell the agent that through all my conversations with the agents I have never disputed the upgrade but the upfront fee attached to the upgrade. I asked to speak to someone senior and was told that the senior was not available and she would get the senior to call. I left my details

Aug 18 T/Leader calls this number which my husbands uses, he tries to speak to the T/Leader but she can not discuss anythimg with him as I am the accountholder, he gives her my number to contact me.

Aug 19 Vuyo from collections calls me, I take her through the my query and dispute the invoice in question. She says that I need to speak to activation department, at this point I am fustrated and tell her so. She asks me to hold while she speaks to activation. Activation confirms with her that I should not have been billed the upfront fees. She then tells me that she will raise the query and generate a reference number. I express my concern about my debit order going of my account for August, she says that she will cancel my debit order on the system and I can reinstate once the query has been resolved. I also let her know that I am being billed a monthly charge for the handset so don't understand the upfrant fee payable.

Aug 22 I receive an sms from Vodacom confirming that my query has been escalated to a support specialist with ref no. 1-[protected].

Sept 4 I call customer care to find out about the status of the query and if the credit note has been passed, I am told that the status still reflects open. I request to speak to a TLeader, non are available to take my call. The agent says that she will escalate and ask her TLeader to call me.

Sept 7 I call the call centre again, no update and the status still reflects open and under investigation. I ask again to speak to a TLeader, I am place on hold. The agent comes back to say that she is trying to find an available T/Leadeif I would like to continue to hold, I say yes. She then goes on to say that she is also trying to hold of someone in the department that is handling the query. Places me on hold again for about 10mins, come back to saying that the person that has been handled the query is not available and she will try to get hold of him and come back to me during the course of the day.

At 09h14 receive an sms from Vodacom requesting payment within 5 days for the invoice on query.

I have now reached a point of absolute irritation as well as fustration with trying to resolve this query with Vodacom. Their customer care department cannot assist with resolving this issue and always need to escalate with no resolution.

I need this resolved and need to CLI and sim on the TAB activated.

Accordingly to the agents spoken tho over the last few weeks, this query should have been resolved within 48hrs. It is now a month and a half with no resolution.

The impact on this is not just the activation of services that I am paying for and not receiving but also my credit record. Vodacom is comprising my credit history because irrespective of who is at fault this will impact my credit record has an individual. It effects me personally and will be a record on file that will follow me my whole life.

Iam a Vodacom contract client, I sent my phone for repairs last week and I got an sms that I should come and collect my phone. When I went to collect it they told me that its no longer under warranty as it was opened at the back.

I do understand that, but now they refuse to repair my phone and I should go somewhere else to repair it. This is totally unacceptable as I did not take my phone for repairs anywhere else. My son opened the phone thinking it had a battery to take out. My phone is a Experia M5 and the battery cant be taken out. Initially I sent my phone to Vodacom because after I had fully charged it, it refused to turn on.

Now Vodacom is telling me that I must go and fix it somewhere else, this simply means as a customer I must go and get a contract somewhere else. This is not service that I condone, atleast give customers an option of repairing their phones let them pay for the repairs.

Iam an unhappy and sad customer as I am thinking of opening another contract with another service provider.

Thank you

Good day

This is now a ongoing problem and I refuse to pay, i contacted vodacom and they were of no help there.

Vodacom contacted me to upgrade the 1st of May 2016 my contract should be R599 pm but ever since the amount of almost R900 deducted. The first month I paid it as i thought subscription etc but after that i refuse to pay it. No one told me anything that it will be so much when i upgraded and this was now the 3rd month.

I dont care if the nr is off or if it affects bad on my name but i refuse to pay things no one told me about

ACC nr : I4004788-9
mrs Maartens
[protected]@gmail.com

Judging from the complaints for September 2016 alone it is obvious that there is a serious lack of assistance and support from Vodacom!
I have been on Vodacom contracts for many years but on 30 August 2016 I cancelled my contract because, after the assistant in the Vodashop at Cresta tried for an hour to get my bank details changed, it "could not" be done. It was easier to cancel my contract, this being the assistant's advice, (and interestingly enough, this went very quickly - does Vodacom not want to retain clients?). I went onto pre-paid and promptly paid for BIS for 2 months but am unable to activate BIS on my phone or set-up my email account - although it was operational when I was on contract. I phoned twice on 1 Sept and twice on 2 September, each time being told to do different things none of which worked. I was eventually told on Friday 2 September that the matter would be escalated to the service department, but seeing that it was nearing the weekend I would only hear from them on Monday 5 September (2016). We are now after hours on Tuesday 6 September and no-one has had the decency to contact me.
I sent an email to a lady, who will not be named and shamed, from the Vodacom Upgrade Information Corporate Division, who was trying to get me to do upgrades, to inform her of my problem and that as a result I had cancelled my contract so would not need to do upgrades. I also mentioned that maybe I would receive better service if I changed to another service provider as well. Imagine my surprise when she said she was sorry to hear of my predicament but hoped that the new service provider would be able to assist me better!
Like I said, it appears that Vodacom, although claiming to be the best service provider, definitely does not have their clients best interests at heart!
Very bad and disappointing service after having been a Vodacom client ever since I bought my first cell phone many many years ago.