Vodacom
reviews and complaints

To whom it may consern!

My name is Riana, and i've been trying to apply for a contract (Iphone 6 S 16gb for R380 P.m)for the past week with no luck!

Yesterday i was fed up with the online process and it was taking to long so i went to the Sandton city branch! After sitting there for 2 hours i was told that the person who was suppose to approve my documents had gone home, great so i sat there from 4:30 to 6:30 for nothing. This is so totally ridiculous! I wasted 2 hours of my time!

The store assistant then told me that she would call me early the next morning once the deal was approved... so after waiting till 11 am i still hadn't received an call or an update! Which is such bad service! I had to call the store, no surprise THEY ARE OFFLINE ONE AGAIN! How do you run a business when i have to beg you to take out a contract?

I will take action and report this on every complaints site i can find if this is not resolved by end of day today!

Reference Number: [protected]

Formal Complaint and plea for resolution:

Vodacom deleted my number as a result of a lack of competence.

I have been a paying Vodacom customer for about 15 years and am now DISGUSTED at how I have been treated and the lack of care, know how, knowledge and communication within Vodacom.

On 29 February 2016 I called the Vodacom help line to enquire how to port my number to a different network, after about 30 minutes of holding I finally got to speak to somebody. I explained that I wanted to port my number to a different network and was not sure how to do it. My contract was due to expire at the end of March so I asked weather it would be better for me to wait until the contract expired or if I could do the transfer/ porting now. The woman at Vodacom said I could do it now and that she would transfer me to the correct department. After another 20 min of holding she gave me the number for the department because she could not transfer me.

I phoned the department and once again explained that I needed to port my number and asked what I needed to do. The Man told me that I needed to fill in a contract cancellation document, make a payment and then email the proof of payment as well as the completed cancellation document to retentions.[protected]@vodacom.co.za.
At no point did anybody bother to explain that I would first need to downgrade from my contract to a Vodacom prepaid account. Evan after I asked 2 different Vodacom employees what I needed to do.

I made the payment, filled in the form and sent it off to the email address provided. On the email I once again explained that I wanted to port my number. “Hi, I wish to port my number - Please go ahead with the process which allows me to port this number. 082xxxxxxx
Thank you”
I included this explanation to make sure they knew what I wanted.

On 01 March 2016 my number stopped working, my phone showed “no service”. I assumed this was fine and called Vodacom to ask them to continue with the porting process. I was then informed that I could not port because my number had been deleted.
I said that was unacceptable and I needed my number back immediately as I use this number for work, I was told to go into a Vodacom shop and did so immediately. When I got to the shop the man I felt with told me I needed to go back home or to work and phone Vodacom. I told him that I did call and was told to come to the shop and asked him to please phone himself and sort this out. He phoned in front of me and instructed me to send an email to [protected]@vodacom.co.za, he spelt out exactly what I should say. “Hi, I would like to reinstate my number on vodacom prepaid. Archived to be ported to mtn. The number is 082xxxxxxx”. We sent the email there and then.
That evening I received an email back from Vodacom “Good day You number cannot be archived as it did not port out. Please visit a Vodacom store for your number to be reactivated, and then converted to prepaid for your port out. Regards Muderick”.

The next morning I went back to the Vodacom store and showed the same man who I had dealt with the email. He did not know what to do. After telling him that I needed my number back no matter what, he said that he could get it back for me but it would take at least a week and then after the week it would take another 30 days before I could port. (What was then the point of cancelling my contract early - there is clearly no communication within Vodacom, this is a problem). I said I needed my number back immediately, he then sheepishly explained that I should drive to the nearest Vodacom customer care store (if anybody had told me I would have done this to start with). I was not told that the Vodacom store I was dealing with (Vodacom 4u) was just a franchise and they are very limited when it comes to helping clients. I was told that if I went to the Vodacom Customer care shop that I would have my number back within 3 days.

I drove 30 minutes to the nearest Vodacom customer care shop where I spoke to Travis. He so far has been the ONLY helpful Vodacom employee I have dealt with. I explained the entire situation from start to finish and he said he was very sorry and that it was Vodacom’s mistake. Travis gave me a new sim card, filled in paperwork and sent it off to be processes. I was told that hopefully I would have my number working again in about 24 hours.

A couple of days later I called 0821946 to find out if my number had been re-activated. They said yes it had and that I could insert the new sim. I inserted the new sim and it still was not working.
I sent another email explaining my frustration and begging for help - nobody replied.
I called Vodacom again and explained my situation, they said they could help so I asked to speak to somebody who could help. I was given the name “Guvelo” and was told he could help however when they tried to find him he was in a meeting. I left contact details with the lady at Vodacom who assured me that he would call back. He did not bother to contact me.

I once again called Vodacom and was this time told that it could take 5 to 7 working days to re-activate my number. Today is working day number 7 and the 14th day I have had no phone number.

I have had no number for exactly 2 weeks today.
I use this number for work and personal.
I do not know how many clients I have lost, how much work i have lost or how many thousands of Rands i have lost as a result of Vodacoms mistake.

I invite you to access the recorded conversations from every time I spoke to Vodacom on the phone and view the emails. (I have kept these should you not be able to find them)

I would like you to explain how you are going to fix the problem and why it happened.

I urge you to look into the communication problems within Vodacom so that this does not happen to other clients. Do you not make notes on a clients account? Every time I phoned Vodacom I had to explain the problem and the entire process I had been through.

I would like my number to be working again immediately.

Thank you, Dayn.

I was on a call with Portia from accounts dept, who like others that I spoke to hung up without assisting. I want to cancel my accounts. I was given a premature cancellation quote on the 29th, I was told to pay R7051.28, I went to Vodacom in Gateway, and was told I need to pay over R10 000. They told me part of that money was for my other contract ([protected]) which has been cancelled, I did an upgrade online in Jan and cancelled the upgrade and returned the device but they never cancelled it and now want to rob me. Gateway told me my contract ([protected])is only owing R4434.45, which I paid in store. I have called 111, 0821945, 0821958(zillion times), 0821946, 082 1959, my conclusion is no one is able or willing to assist. I have spoken to A very rude Mpumi(111) on Friday the 11th who was not even willing to assist. I called all these depts again today 13/03/2016, was told I owe over R8000! Part of it includes Money for my other contract which is for an upgrade I did in Jan which I cancelled and returned device in January. I was tolled I need to call online sales, they didn't want to help, upgrades told me accounts should have cancelled the invoice, accounts told me upgrades again.. I want out but they're making it hard. Why is the contract I cancelled in Jan not cancelled, how come 2 and a half months later I'm told there's an invoice out for device and a contract I don't have? . What is the amount Over R4434.45 for, why would the store tell me this would settle my contract and accounts tell me something else? Is this two different companies?. I have asked for an email with details on charges which I did not receive because even they don't know what I'm being charged for. I need someone to deal with this mess and help terminate my dealings with Vodacom I am disgusted at their service.

In the beginning of February 2016, I called Vodacom to notify them that my phone had been stolen & also to get assistance with an upgrade. It is a month later and each time I call to ask for progress on my upgrade I am transferred from pillar to post with no answer or solution. No one has taken accountability and there is no professionalism whatsoever.
At some point an agent said I should just go to a vodacom store and even the store didn't assist me because my number has been moved to some or other new system and no login details were provided.
I have been a Vodacom subscriber for over 10 years that is over 120 months and this is what I am faced with... If I do not pay I am cut off.
I have never ever been faced with so much incompetence. I have called so much I have even reached my limit on your call centre. Everyone should do themselves a huge favour and choose an alternative Network. No one deserves such treatment. Train your staff, fix your internal systems and be the world class network you advertise to be.

_________________________________________
Vodacom responsed to this complaint on the 01/03/2016:
Hello Lisbeth Phora,
We apologise for the service that you received and the inconvenience caused in this regard.
The matter will be escalated and a consultant will be in contact to assist with resolution.
Kind regards
Vodacom Consumer Website Team
_______________________________________________

Today is the 10/03/2016, Vodacom still has not resolved my query.
I still do not have a phone that I pay a contract for on a monthly basis.
I have been e-mailing a gentle man by the name of Craig C ([protected]@vodacom.co.za)who has even asked the phone I want and promised to have this delivered by the 04/03/2016 and still nothing.
I have sent follow up mails and I am completely ignored.
I am at a loss of words and do not understand why this hasn't been addressed.
Vodacom please deliver my phone or cancel this contract.

on the 6th of Feb, we handed in a working Sony Z1 compact at Vodacom Clearwater, it needed to go in under warranty for repair as the battery was faulty. Two weeks later the phone came back with the same problem. It was sent back again. ANother two week later the phone came back apparently the battery was replace with some other parts. We bought the phone because it was waterproof as we cycle. We have numerous times cleaned the phone with water. This time the water poured into the phone. THis is after Vodacom opened the phone. When we took the phone back we were told that its our own negligence and they refuse to replace the phone or fix it.
People like Ronel Jacobs, Sherissa Botton, Fernanda, Weirda, Andre Venter, Pieter Menjora, Devan was all spoken to, but nobody wanted to listen or help. They basically just had a sorry for you attitude. TOld us to come and fetch the phone. WHen we told them that the phone at least worked when we gave it it, they said that they cant guarantee that it is still working. Is this the way they treat clients? I have 4 contracts with Vodacom. This kind of service is completely unacceptable.

When to see Nick and Evert the manager on friday as the transfer of the cell that was to change to a nano sim did not happen i was then told it will pull through later phoned saturday still the same story until know no cell this cell number belongs to the director off our company he cannot receive call from our customers putting us under major pressure as we have a new contract on the line and could end up losing this contract just be=cause Vodacom as incompetent employees that don't no how the system works that don't phone the customers back i have been over seven times to Vodacom but still no luck please forward me the directors number of Vodacom so that i can give him a piece of my mind. [protected]

I called on around the 29 feb / 1st march regarding a premature upgrade on my contract due to issues with my handset and continued dropped calls. I eventaully got somebody to answer the phone on 1959 and then proceeded to explain the situation. I do know that I don't qualify at this stage and this was clearly brought to the call agents attention. I was told that they could do the premature upgrade but they had just gone onto a new system and could not process the request. I was told to call back the following week.

I did so on atleast 35-40 times where I was number 1 in the que. This carries on for three days at which I the call 111 for assistance as there was no joy with the upgrades dept as they did not answer the phone at all.

I the. Had the pleasure of being pissed off even further by people that tell you to hold and the proceed to put u on hold for 10 minutes plus. This happened several times by the following

Vele / mk / sithabile and a few other fantastically useless call centre agents. I call back again a few hours later to only have the joy of being assisted by my good friend mk again who proceeded to do exactly the same as before. I on numerous occasions asked to be out put through to one of the management at the call centre and once again had the pleasure of being put on hold until kingdom come. Eventually by some miraculous intervention by a higher power I was put through to a supervisor (floor manager) which then promised to investigate and call me back. This was on friday and still no reply.

I have been a customer of this company for in the region of 22+ years and have finally decided to close the account and move onto another (hopefully better with no guarantees of better service) cellular company.

I at one stage had 4 or 5 contracts with vodacom and am now down to 2 due to consistent disregard for their customers who at the end of the day are supposed to provide a service and whom promise with statements that the customer comes first. What utter hogwash as nobody there has an incling of what the word means.

It seems Vodacom is not interested to deliver proper client service at all and I can tell you I am really disappointed in myself that I’ve done new business with Vodacom with the additional line.
I am a client with Vodacom for many years, my existing line [protected].

Herewith a short summary of the current situation. Following various attempts to rectify the miss-allocation of a pre-owned number on a new contract we had absolutely no luck and one shop / department simply blames and refers to another. THIS IS TOTALLY UNACCEPTABLE

I signed an additional contract Flexi 110 and received new handset at you Kollonade branch, note this was after various attempts as Wonderpark or Northpark was not able to assist and referred us to Vodaworld. We initial received a number 07... but was changed with no explanation nothing to [protected]. This is our current issue
• From day one it was clear that this is not a “new” number and have received numerous what’s app messages and calls relating to someone else.
• Data went missing and apparently there was still some subscriptions of the previous owner active. APPARANTLY SORTED BUT WITH NO REFUND.
• Airtime went missing, this month again after receiving the the allocated airtime, it disappeared in 2 days, the bulk of that usage not by me. An attempt to test the system, I loaded R 10 airtime yesterday, and it’s simply gone.
• Apparently as confirmed by Wonderpark branck yesterday this number is also allocated to a Claire in the Mayville area. They phoned head office to try and resolved
I was then told they are not able to resolve my problem and I need to go back to Kollonade to the actual person where we applied for the additional line
Although the sim card and handset legally correctly in my possession, someone else is clearly using the airtime or its “reserved” or unavailable for normal use as being paid for.

Vodacom Power Tab 10
On Saturday the 27th February 2016 I went to Vodacom store in Scottburgh. I applied for a Vodacom Power Tab 10 for my daughter. They had no stock. On Monday got a call stock arrived. On Tuesday 1st March I went to store to collect. My daughter took some photos and videos, tried to send a sms. She was not allowed to play with it as it was a school night. She plugged it in to charge. We notice it was not charging. I then tried again on Wednesday to charge, thought maybe it was her plug. Not charging I eventually got it to charge it took the whole day to go from 12% to 24%. I went to the store today 3rd March 2016, My Consultant Nazeera was busy with another person, I patiently waited. While she was busy I spoke to the other consultant, he then told Nazeera the problem. She took the tab and put it in front of her to see if it is charging while helping her client in front of her, she was leaning over the tab while assisting the other client. When I gave it to her I had the sponge that protected the screen from the Bluetooth keypad, she removed the white sponge thing and carried on with her other client. Still waiting patiently. After they confirmed it is def. not charging. When I received it on Tuesday 1st March with my contract 3 pages it was explained that I can bring it back if there was a problem with the device, (I did not receive a booklet regarding the warranty) and so I did bring it to the stone. I wanted a new tabled (as it is faulty and not charging) they said no, it needs to go in for repairs and evaluation and will take a week to do so. I do not want a repaired tabled I need a new. When I asked for that she said she will call the manager. His name is Tamir. I explained according to CPA that I got the right to have a new tab. (I as a consumer got the right to choose to receive a new device or send in for repair or cancel and get my money back. He then insulted me and said if I know so much why don't I just do want I want. This is no way to speak to a client. Absolutely unacceptable. Because I started being upset the way he was treating me he started searching for errors on the screen and then pointed out a small scratch on the screen. He said he need to report that and that might be a reason why they will not give me a new tablet. We been extremely careful with the tabled as I said before the device was not charging so we had no time to actually have time spend with the tabled, it still had the white sponge protector when I handed it inn it had no scratches so it must have been while Nazeera was dealing with her client she must have scratched it as she was annoyed with me. I have never been treated the way I have been treated by Vodacom the last couple of days.I was so deply upset the way they were treating me I left with the device again) I actually feel like cancelling this contact and would like all money refunded to me. I will go somewhere else with better service.

On Tuesday when I collected my daughters tabled I also had my husband with me to do his upgrade. We changed our mind regarding the upgrade and while she was on the phone to do upgrade she said in a tone that customer have CHANGED her MIND again. Since when do we as clients gets treated like this? Then on Wednesday I was on the line with Vodacom regarding our Wi-Fi device that I got a sms that we have little data left so I phone to find out why as the start of the month just started and we have a 2G data contract and it is impossible to have used that in 1 day. And also wanted to discuss his upgrade, we then got transferred to another department as his contact is on the new system. I was on the line for 1hour 17min. Just to get cut off at that stage. Nothing been sorted.

My cell: [protected] I changed my package on Saturday 27th February to higher package. I then said that I noticed on my contact that I have BIS on my new Blackberry and was very annoyed that Vodacom did not delete this service when I received my new blackberry and you cannot use BIS on the new devices. I would like a refund on all of this. Before all this I would have just left it but I am so disappointed in Vodacom that I now would like this refunded to me.

I have a contract with Vodacom in my Company name: ECRB Investments
I have a Samsung Tablet on contract besides 2 cell phones and requested to upgrade my Tablet on the 24th February 2016. I was told that I had already upgraded in June/July 2015! I questioned as to who authorised the upgrade, who signed the documents, who submitted my company letterhead and my ID and was told by Vodacom helpline that they do not know the details and would therefore submit the complaint to the Investigation Department on the same day. The Reference Number is:
A2-1K5R-MXD17Y . No-one has ever returned my calls or bothered to advise me of the progress after calling them 4 times and each time I am told that the Investigation Dept will call me back! I would like to know how anyone besides myself could possibly upgrade anything on my company's name without all the relevant documentation!

I have been charged R998.43 instead of my Contract amount of R450 on the 1 March 2016. When I contacted Customer care and spoke to Lesego she informed me that I took out 2 subscriptions one being Jambooz…! Firstly I don’t know what Jambooz is and I DID NOT take this out on my cell phone. This was done on the 15th Dec according to Lesego. She also stated that there was another subscription taken out which she cannot see from her side. She sent me the link to cancel it – it states it’s a WASP thing.

I want the money refunded to me ASAP otherwise will be taking legal action as it states this will be deducted on the 1st April again!

Please help sort this out.

I ended my contract with Telkom in October 2015 and took out a contact with Vodacom from 1 September 2015 . I have ever since been running up and down to my nearest Vodacom Shop. I am sitting with a telkom sim card, with no conecting whatsoever. Monthly debit orders go off with no service whatsoever.Please be so kind to end my contract with vodacom.

I am unable to receive or make calls from my contract cellphone. I have reported it to Vodacom care line, 3 different stores and even the regional office in Polokwane, make around 10 calls to them on a daily basis but to no avail. Every time they promise to sort it out and give me feedback but nothing to date. 24/02/2016 I complained on Helopeter and their response was that a consultant will contact me ..yet again, today 25/02/2016 9 days later I am still waiting for a call and for them to sort it out. I am paying for a service not received.

For moths now we have had a query with vodacom about a data charge dispute. every time we get given the assurance that they are investigating and that someone will be in contact. this never happens. we now want to close our account with vodacom, but we cannot do this as the query is outstanding. they are literally holding us prisoner with this type of customer service. we have spend days in total hours trying to find out what is happening. it is the worst process of customer service we have ever experienced. no one is willing to take responsibility for a problem that is logged. the system is always to blame and bad customer service is blamed on another department, that you cannot speak to. under no circumstances can you speak to anyone looking into your case, if there ever is such a person.

Vodacom will never see us a client again, if we get this resolved. total incompetency with egards to customer service. the complaint is simple, please just respond to your customers requests, if you say that you will contact them, at the very least, just do that. this basic task / responsibility, in our case, seems to be impossible for vodacom.

Very disappointed.

My blood is really boiling because of vodacom. They are really taking me for a fool. I've logged service request five times for a double debit which they did and i've even send proof numerous times but yet the just closes the services request and don't info me their reason of this. Ive even logged my issue before on hello peter and some consultant called after say it will urgently be resolved but his sole purpose was to lair back on the forum claiming its resolved which it isnt as i havent received my money back.After sending proof once again another consultant randall october has the odessite to say my bank must investigate while i sent the proof of these transactions.The already took the debit order for march and shouldn't dare think touching my account come month end. I honestly can't wait to port to a different service provided come end of march.

I required some assistance at the Vodacom shop today Tuesday 16th February. I decided not to purchase the most expensive option I was provided with.
As I was waiting to pay for my item I heard the sales assistance who had assisted me talk about me to a fellow employee. It was really horrible.
Not great when sales consultants openly talk about customers whilst they are still in the shop.
Great customer service! NOT!

My blood is really boiling because of vodacom. They are really taking me for a fool. I’ve logged service request five times for a double debit which they did and i’ve even send proof numerous times but yet the just closes the services request and don’t info me their reason of this. Ive even logged my issue before on hello peter and some consultant called after say it will urgently be resolved but his sole purpose was to lair back on the forum claiming its resolved which it isnt as i havent received my money back.After sending proof once again another consultant randall october has the odessite to say my bank must investigate while i sent the proof of these transactions.The already took the debit order for march and shouldn’t dare think touching my account come month end. I honestly can’t wait to port to a different service provided come end of march.

My Sony Xpreia Z3 Bluetooth and WiFi stopped working in October 2015, I contacted Sony on numerous occasions doing a factory reset and phone repair -neither of which worked! Eventually on 04 February 2016 I'd had enough and dropped my phone off at the Vodacom repairs centre Liberty Midlands Mall where I was advised that my phone still fell under warranty + I had to sign a form confirming that I was aware of the hairline crack on the back cover which had occurred about 1 week prior to my dropping my phone off...BIG mistake on my part because this then became their escape route!

8 days later, upon my following up I was advised that due to the crack on the back cover my phone was deemed out of warranty and would NOT be repaired! I find this unacceptable - the phone itself still works which tells me that the hairline crack on the back has had NO EFFECT WHATSOEVER on the phone itself let alone the functioning of the WiFi and Bluetooth!

No one is prepared to budge and I am so unimpressed that I can assure Vodacom that I will not be renewing my contract OR the other 3 contracts we hold with Vodacom due to this incident - I find it unacceptable to be strung along under false pretense with Vodacom taking the easy route to get out of repairing my phone!

Prove to me that the hairline crack is the reason the WiFi and Bluetooth don't work and I will accept this explanation but until then WHO exactly do they think they are taking this route?

My day started, first in line at the vodacom shop @ vodaworld to get a new contract.

I had previously discussed with Bongiwe what was required for the upgrade and had returned with all the correct documents.

I had originally spoken to Bongiwe and since she started my application it only seemed fit that she complete it.

After being first in line all morning waiting i sat waiting for almost 40 mins, after getting rather impatient, i asked the manager, where she was?

The manager replied kindly that she was in the toilet. Bongiwe eventually arrived sweating profusely 40mins late.

The next two hours were spent watching Bongiwe try scan my bank statement. What an absolute joke! I eventually went back to the manager to request technical assistance on her behalf.

As soon as the technical guy arrived at Bongiwes desk, she claimed the document was all of a sudden scanned.

A further 1.5 hours were spent waiting for Bongiwe to confirm the acceptance of the contract. During this period after 20 min intervals i would ask Bongiwe if a response was yet received?

She blatantly ignored me, giving me the most disgusting look and leaving me feeling like a victim of racism. Having now waited from 8.30 am to 13.30 pm with no response other than being ignored i went back to the manager who checked my application status, which was actually instantly granted. He apologized profusely on her behalf. After then receiving great service from another lady, i proceeded to the till where Bongiwe approached me and apologized very insincerely.

I do not understand how a company of your stature can allow such poor service to commence, i came to vodacom as i believed you guys were on top of the communications.

I hope justice prevails, as nobody deserves to be treated as an inferior human regardless of color.

Please confirm this with the manager of the store, if any of this is unbelievable.

I have a top Red VIP package with vodacom costing me over R 2000 per month plus 2 other contracts, I sent my Apple Iphone 6plus in for repairs as with covers and screen protectors sold by them I accidentally dropped it the screen cracked a couple of weeks later the speaker to hear stopped working . I sent it in for repairs the lend phone I was give does not work it is unable to charge. They tell me they can't repair Apple products then why on earth sell them if you can't fix them everyone drops their phone its happens yet my Samsung S4 fell its whole screen smashed to black didn't function at all that was no issue to repair free of charge yet VODACOM wants over 6000 rand to repair a speaker I never asked for the screen as it isn't the whole screen just a corner and still works perfectly .