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1.1 3941 Reviews

Vodacom Complaints Summary

104 Resolved
3836 Unresolved
Our verdict: If considering services from Vodacom with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Vodacom reviews & complaints 3941

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2:39 am EDT

Vodacom complaint

My phone was stolen a few days ago 27/08 I tried phoning customer care to block the the phone and sim after awhile I realized ut is a loosing battle the lady that awnsered the phone could not speak proper English to begin with and after a while she just ignored me so I dropped the phone and went in to Vodacom shop at Towers Mall Springs to block the phone and sim up till today the sim has not been blocked... I went to the SAPD to report the theft and get a case number for insurance purposes when I had all that I went back to Vodashop at Towers Mall the lady there said that I can get a phone for the ammount of R.2500.00 so because I still had my old phone that i'm currently using I asked if it will be possible for me to maybe instead of a phone get a tablet the lady discussed it with her manager and said that would not be a problem seeing that the tab I wanted wad exactly R.2500.00 and I would just pay the excess of R.300 on the insurance... the next day she phoned me back saying that head office says that I can't get the tab 'cause the insurance was on a phone and not a tab... now I have to take a crappy cheap phone 'cause the phone that was stollen was discontinued! Why would she tell me that the tab wont be a problem and the next day I'm strongly considering canceling my contract with vodacom!

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2:02 am EDT

Vodacom missing airtime

On the 23 August I logged a complaint regarding missing airtime, the agent has promised to call me after an hour(when the system updates) however this has still not been resolved. I received an sums to rate the service I received and was advised via sums that I will receive a call back after 24 hours, its the 31st and I'm still waiting. Today my airtime went missing again ! Please cancel my contract Vodacom - I will rather use a service provider who cares for their customers!

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Annemarie Deysel
, ZA
Sep 01, 2016 12:34 am EDT

the same thing happens to me for the last two months.

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G
12:50 am EDT
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Vodacom unable to obtain my number by doing a sim swap

My phone was stolen about three weeks back (11/08) and I have been trying to get my number back ever since by doing a sim swap at the various vodacom shops. Every time, I go to a shop and get helped, I am being told that the system is slow/offline and that I need to come back. I have been going to so many vodacom shops to get my number back because I am expecting calls and I need it. I have even called into the customer care service to resolve this issue but I was told to buy the sim card at the vodacom shop and call back into customer care for assistance. Now that I have the damn card and called customer care, I am told that the system does not allow them to perform a sim swap for my number and that I need to go to a vodacom shop to resolve the problem. Vodacom is a poor service provider, their service to their customers stinks.

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12:18 am EDT

Vodacom cellphone contract

Vodacom does not care about customers, vodacom removed my debit order without informing me about it, my account then got behind by about 2 months, after everything was sorted out i phoned for them to reinstate my debit order and the told me it was sorted out i waited until month end but no debit order when i phoned the told me the persor who set up the debit did not finalize it, the person i spoke to then assured me it will work the following month, i then had to take time off again from all my work and go and pay the account in cash, it carried on for three months thereafter my debit order is working now but because of the payments not being made on the same dates every month because i also have a job and cant just leave work as i please i want to upgrade my contract and im told i cannot get the device that i want. Im a loyoal vodacom customer now for almost 8 years now 4 years of wich i have been on contract i have three contracts with vodacom and im sure that i do not have to be treated this way i hope vodacom can do something about it or the will lose my contracts its not that i want to switch to another network its just that i have to upgrade my current phone is two years old and in bad condition [protected]

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11:59 pm EDT
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Vodacom number not being ported correctly

I recently ported my Vodacom number to Cell C, now i cannot receive calls on my number from Vodacom network, it says that the number does not exist, all other networks work.
Is this what Vodacom does to people when they move away from their network, sound very anti competitive to me.

I have been complaining to them for over a week, and nothing has happened

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8:32 am EDT
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Vodacom private

Why do you keep on sending me sms that my data bundle is used up and that now I need to buy? Then when I buy in order not to run out I get charged thousands of rand? Are you tricking your customers this way into buying stuff they do not need? Thousands and thousands have been extorted from me in this way. Can I lodge a complaint with the ombudsman as well?

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7:23 am EDT
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Vodacom poor service vodacom

I have entered into a new contract from cell c to vodacom it took almost 20 days to port .I received the sim on 26/08/16 and from there on i only am making calls and not receiving incoming calls .it is 5 days on the matter is not resolved despite sitting hours with customer care who cut your call if they are not in a position to assist.i went to the technical store they sent to vodacom technical who who cannot be contacted because no one is allowed to speak to them even the call centre and vodacom outlets .the matter remains unresolved and i hope this message will assist the executives to intervene .

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3:25 am EDT

Vodacom double-billing on cellphone account

I called Vodacom Customer Care several times trying to get an issue resolved wherein I got billed twice on the same invoice for account number QC151840-6 in the June 2016 Invoice.
If you look at the line items for the June invoice (number H2-ADZ1) you will notice that I got billed for both May and June.
I have called the Customer Care Centre several times and had the following calls logged, which have since been closed without my having been refunded:
Reference 1-90X93GK
Reference 1-[protected]
Reference 1-[protected]

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Update by Nceku Cele
Aug 30, 2016 3:26 am EDT

I called Vodacom Customer Care several times trying to get an issue resolved wherein I got billed twice on the same invoice for account number QC151840-6 in the June 2016 Invoice.
If you look at the line items for the June invoice (number H2-ADZ1) you will notice that I got billed for both May and June.
I have called the Customer Care Centre several times and had the following calls logged, which have since been closed without my having been refunded:
Reference 1-90X93GK
Reference 1-[protected]
Reference 1-[protected]

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11:32 am EDT
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Vodacom contract cancelled because I was given a wrong number but not refunded

I took a contract at Vodacom Eastgate on the 23rd July 2016, however the number that was given to me was not working as I could not receive incoming calls from it, when the number was called it went to a stranger. I reported the issue to Vodacom Eastgate, I was told it was a technical issue and their IT department was going to sort it out however this never happened. I went back to the shop and escalated the matter to the manager, his name is Johan, I requested that my contract be cancelled since they could not resolve the issue. My contract was cancelled and I was told that the money deducted from my account was going to be refunded but I was never refunded instead another debit went off my account even though my contract was cancelled.

I need help to get my refund, included deduction after cancellation .

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1:19 am EDT

Vodacom a very disappointed vodacom loyal customer

I am writing this email with regret and disappointment as vodacom has failed me as a customer, I have been with vodacom for over 3 years and with that I have less rejected debit orders and I have been faithful in paying my account and also paying it in time for that matter.

Last month vodacom debited my account and the debit order was rejected, I had called them on the 26th of july to find out if the debit order went off and the said it shows that it went off and I advised them that I doubt it went off and I called again that is when the advised that it got rejected. I then made a promise to pay the rejected debit order and also the penalty fee on the 20th of august but on the 23th august vodacom only debited r 118 whereas the agent advised that the will debit r 218 so my account can be unlocked but to my surprise their cant unlock my sim card due to the fact that I was debited r 118 which it was not my fault but someone failed to explain that the debit order wont be r 218. On the 25th of august the debit order of r 218 went off but my account is still locked due to the fact that my debit order got rejected last month and the got the message on the 27th so now the cant unlock my message due to that.

I was robbed and my cellphone and other things, because my account is in arrears as per vodacom the cant even allow me to do a sim swap, I had to call vodacom begging them to please unlock my account but the cant do it until the get a message that my debit order was successful but until that is done I cant do a sim swap, upgrade or even get an addition cellphone contract with them. What a shem that after so many years being with vodacom I am treating like I dont pay my account, debit order went off successfully but vodacom dont want to unlock my account. I am planning my wedding which is happeining in two weeks but I cant plan my things because I dont have a phone or atleast a sim card. I regret being a vodacom client. To everyone whose thinking of joining vodacom rather go take a contract with other service providers before you get treated like a prisoner. Can some one from the cancellation department call me to cancel this stupid contract as vodacom does not value me as a client...

Mtn here I come.

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K
7:52 am EDT

Vodacom contract upgrade

I today phone Vadacom upgade with Ignise, Patricia, Mpho and hold for more 20 min with each of them and some of them said they will help and cut me off or cutt off completely. It is not the face time to get such a service from upgrade and my last upgrade a got such a service.

I wanted J1 upgrade where I have get two for R250. My upgrade is September 16 and I am prepare to wait for delievery just wanted to be help.

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3:19 am EDT

Vodacom terrible service

On the 5th of june, 2016, my father and I went to a vodacom branch in westgate shopping center for upgrades. The upgrades were approved and we just had to wait for delivery. A month later, my dad goes back to ask what was happening with the phones when they told him that they are waiting for the phones to be shipped in from china. Now firstly, they already had the phones that we wanted in south africa already, so why did they have to import new ones? And secondly, they did not even have the decency to let him now what was happening, he had to go to them the entire time for updates.
When they eventually had the phones, they did not want to give it to my dad for the same price that it was when we first went for the upgrades. My dad sent vodacom an e - mail to sort out the problem. They then told them that they will give him an older version / make of the phone (We wanted the huawei 6 and with it came a skullcandy headset - which came as part of the package) they said that they would give him the huawei 5 without the headset for the same price.
My dad accepted.
It is now almost three months and we are still waiting for our upgrades.

I am repulsed by the terrible service that we (Especially my father) have received.

I would like us to receive the upgrades, especially as the functioning quality of my cell phone is degrading, and also for my dad to receive a letter of apology or something of consolidation.

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2:10 am EDT

Vodacom cancellation of the contract

I tried to cancel my Vodacom contract with the Contract number I38635986.
The first Incident was in April when I tried to cancel the contract and I was told I have an outstanding amount which I then paid of. And again later in May I receive a statement and the Call Agent guy told me that I cant cancel the contract because I still have an outstanding amount because if the Vodacom debtors account tried to connect the Bank and they do not receive anything the amount owed to them will accrue with R100.
After they have explained that to me, I then paid the amount they owed to them plus the R100 and I then called them again to try and cancel the contract. And the agent told me that they have received the amount and they can cancel my contract with them and I need to switch off my phone for 24 hours after I will be on a prepaid again. I have recently received June Statement and August Statement from them. I am really tired of this now.

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1:54 am EDT

Vodacom wifi device r216 - [protected] - inv y2003433 - order [protected]

I have been phoned by Vodacom because I am such a good client to get a Mobile Wi-Fi 5G device as an upgrade on one of my devices.
After 2 failed delivery attempts (as RAM does not phone before a delivery) teh deivce was finally delivered.
The device have not been working ever since. I am able to pick-up the WiFi device on my phone but it
1. Fails to connect (Phone and device)
2. Fails to connect to a network (Red wifi icon stays red and
I have phoned Vodacom about 21 times WITHOUT anyone being able to assist me (to name a few...Charmaine, Faranaan, Sibo, Zama, Nthabiseng, Thlanipa). Walked into the Vodacom shop yesterday and they managed to see that the SIM card given to me did not correspond with the Pin and PUK number. They then did a SIM swop... no luck so I phoned again. Spoke to another 3 people + had to call a different number as well... I have been on the phone for almost an hour now.
To cancel the contract there is a cancellation charge.! Eventually got to a lady at contract cancellations (Mary) who had real attitude! I must say - I am the one being bullied here as I have absolutely nowhere to go in order to fight this corporate giant. They are just untouchable and can do as they please! Even if it means billing you without having to deliver a service!

I am currently holding on for the team leader... 10 minutes...and counting!
Another 7-10 minutes just to hear that he cannot take my call or that Mary cannot give me his name (all I know is that he works in the department)
Mary logged a service call for them to collect the device - I still need to phone the Rewards department as they sold me this contract and they need to cancel this. What a reward--- just trouble from the word go!
My call time is now 51.40 minutes and I am still holding (guess who is paying this bill!So while I am holding they are making money from me.)
OK - the Vodacom system is slow so Mary will phone me back with a reference number and she will log the service call.
Ok now I phoned Vodacom Mondo - who does the rewards - spoke to Christine for 27 minutes who basically just asked me to phone Mary back at Vodacom because they need to do the cancellation. I asked for a reference number but because nothing was done during the call she cannot give me one.
I have had it!@
Now I phone Vodacom contract cancellations department again.
Spoke to Tshepiso now to assist me but contract cancellations cannot do it so I need to speak to aftersales on another number.
I am not getting help!
I am now trying to phone Mary again. I managed to get a hold of Kgomotso on 082 1958 who tried to transfer me to Mary. Mary was busy on the phone but said that she would contact me back. (It is now 10:40).
Calls so far for the day... 91 minutes to 3x vodacom numbers.
You can contact me on [protected]
Querry still not resolved

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12:56 am EDT
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Vodacom credit limit bar activated on top - up contract

For the second time in August 2016 a credit limit bar was activated on my number, which locks my phone. The first time it was sorted out the same day. Today, I was on the phone for 30minutes with 5 different people telling me they can't unlock my phone and logged a call, which according to service desk will take 4 days to resolve. This is a mistake from Vodacom's side, not mine and now I am spending all this time at work sorting this out! It's ridiculous.

I need my phone for work and can't take 4days leave while I wait for Vodacom.

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6:53 pm EDT
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Vodacom no accountability

I have been a Vodacom/Autopage customer since the first cell phones arrived in South Africa.

I recently paid my account 2 days late ( 2 August 2016) and since then have been harassed by a cheap automated call service that gives you two options, are you paying by eft or cash. instead it should give you the option to choose ' I have paid but vodacom contractors have messed up'.

I spend around R4000 with Vodacom on 3 contracts and around 12 prepaid sims and this is the pathetic service I get.

Looking for a customer service email address is not easy and thats how I found this facility, all complaint services avoid a paper trail and the associated accountability.

I have lost sleep thanks to this company and am disappointed in their approach to hide behind call centres and now subcontractors. As a leading south african company they should set the example and not conveniently follow the examples set by our apparently corrupt govt.

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3:04 am EDT

Vodacom issue with the cancellation of my contract

In April I Contacted Vodacom and advised them that I needed to cancel my contract as I am moving to Cell - C. I had received the cancellation notice amount which was R1045. This was deducted from my account on the 03/05/2016. My number was then ported to Cell. C so I have been billed by them - no issues on this billing. Subsequently Vodacom has submitted 2 debits on my account which I have reversed. I have also sent them the notice of cancellation and the amount that was due, which i had paid. I have been told that i now have an amount of R868 owing to them - this is after they have neglected to cancel my contract when i asked them to. Note that the move to Cell C has been done, but Vodacom still wants to charge me for the contract?How does this happen I have no clue. I have been communicating with them almost on a daily, this matter is still not resolved. I cannot get through to them that the payment has gone through for May. I am really not surprised by the lack of service and the lack of ownership on this matter, no-one is really interested in dealing with problems. This is really pathetic service. Vodacom does not communicate any contact number to call from Telkom or any other service provider? They only provide details if you are calling from a Vodacom number. I have had enough of this and cannot spend my time day after day dealing this very simple matter. And I have been told they have handed me over to Pre-Legal?

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9:37 am EDT
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Vodacom pathetic service

I have 3 lines with Vodacom and closed my open line to a top up line on the 20/06/2016 Vodacom billed me R 1 430.00 which i dont agree on the amount how ever i went to Vodacom Heidelberg to assist me to pay the account via internet they did not even attempt to assist me i went to my bank for assistance and Nedbank needed a account number my number were cut off on the 23/08/2016 i phoned Vodacom (111) and spoke to Vanessa Adams which weren't prepared to assist me with my account number then i spoke to Tshwalelo Ntabankulu which informed me that even if i pay immediately that my line will not be connected for reasons being the finance department is already closed they didn't give me ANY grace just for the evening this must be the worst pathetic service i have ever had with any cellular service to think of it i have left MTN to see if i could get better service but the service is worst i even reported this issue on Hallo Peter and still know response from Vodacom

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5:09 am EDT
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Vodacom vodacom upgrades, call centres, accounts, everything

I upgraded on 1 Aug. Unknown to me, the consult was charging me for a range of items. She should not have done that. On friday my balance was R1, 145 and today its in a arrears at R 2, 455 - the month is not even done yet. I called the call centres (upgrades, aftersales, customer care) and i was told that i have "reached my quota for the month. I am not allowed to call them until 2 September). After Vodacom has put me through hell, made every error in the book and now wants to tarnish my financial rep and take my money, they tell me that i am not allowed to call them. My bill should only be R218.50 pm by the way. Ha! What person with a reasonably sound mind would do an upgrade that costs them R 2, 455. I will do my level best to get out of both my contracts. I do believe i am being treated unfairly and my rights as a consumer have been grossly violated. The staff are misinformed, untrained and they have no clue how to fix everyday problems. I am disgusted and disappointed in you Vodacom.

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10:48 am EDT
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Vodacom poor customer service

I would like to complain about one of your Indian employees at Hillside Shopping Centre on the Bluff. I do not know his name but he a young man who sits at the first desk as you go in the door. He is arrogant, rude and unhelpful and by his attitude it is too much trouble for him to attend to you. He is either chewing gum with his mouth open or on his computer and even though you require his assistant he barely takes his eyes off his computer. I have never come across someone so cocky and unhelpful. He should be told that it is his job to help customers. I have mentioned his attitude to a few people and a lot of them have had the same experience as me and will not go to this branch again because of him, they go across the road to Bluff Towers where the staff are much more helpful. I will definitely not be visiting this branch again.

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Vodacom In-depth Review

Overview: Vodacom is a leading telecommunications company in South Africa, providing a wide range of services to both individual and business customers. With a strong presence in the market, Vodacom has a rich history and has established itself as a key player in the industry.

Products and Services: Vodacom offers an extensive array of products and services, including mobile voice and data plans, broadband internet, fixed-line services, and enterprise solutions. Their offerings are known for their quality, range, and innovative features, setting them apart from competitors in terms of variety and uniqueness.

Pricing and Plans: Vodacom's pricing structure and plans are carefully designed to cater to different customer needs. They offer competitive rates and flexible options, ensuring affordability and value for money. When compared to competitors, Vodacom's pricing strategies and plans stand out for their customer-centric approach.

Network Coverage: Vodacom boasts extensive network coverage and a reputation for reliability. Their 4G and 5G capabilities provide customers with fast and seamless connectivity. When compared to competitors, Vodacom's network coverage and performance consistently rank among the best in the industry.

Customer Service: Vodacom is committed to delivering excellent customer service. Their support channels, including phone, email, and live chat, are easily accessible and responsive. User feedback and reviews indicate high levels of customer satisfaction, highlighting Vodacom's dedication to providing exceptional support.

Billing and Payment: Vodacom ensures billing accuracy and transparency, making it easy for customers to understand their charges. They offer a variety of payment options, including online and mobile platforms, for added convenience. Compared to competitors, Vodacom's billing and payment processes are efficient and user-friendly.

Customer Reviews and Ratings: Customer reviews and ratings for Vodacom are generally positive. Users appreciate the company's reliable services, excellent customer support, and competitive pricing. Common feedback themes include satisfaction with network coverage and the quality of products and services. When compared to competitors, Vodacom consistently receives favorable reviews and ratings.

Corporate Social Responsibility: Vodacom demonstrates a strong commitment to social and environmental causes. They actively engage in initiatives related to sustainability, community development, and digital inclusion. When compared to competitors, Vodacom's corporate social responsibility efforts are commendable and contribute to their positive brand image.

Innovation and Technology: Vodacom invests significantly in innovation and technology, particularly in areas such as IoT, AI, and digital transformation. Their efforts result in cutting-edge solutions and enhanced customer experiences. When compared to competitors, Vodacom stands out for its technological advancements and forward-thinking approach.

Partnerships and Collaborations: Vodacom has established strategic partnerships and collaborations with various organizations to drive innovation and expand their service offerings. These alliances bring mutual benefits and synergies, ultimately benefiting customers. Compared to competitors, Vodacom's partnerships and collaborations contribute to their overall success and market leadership.

Overall Rating: Vodacom receives a high overall rating based on its exceptional performance across various aspects. With their extensive range of products and services, reliable network coverage, excellent customer service, and commitment to corporate social responsibility, Vodacom is highly recommended for potential customers. When compared to competitors, Vodacom consistently ranks among the top telecommunications companies in the industry.

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3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Vodacom. Make it specific and clear, such as "Incorrect Billing on Vodacom Contract" or "Poor Customer Service at Vodacom Store".

4. Detailing the experience: Provide a detailed account of your experience with Vodacom. Mention key areas such as customer service, billing, network coverage, or product functionality. Describe the nature of the issue, including dates, locations, and any specific employees involved if relevant. If you have had any transactions with the company, include transaction dates, amounts, and what the transactions were for. Outline any steps you have taken to resolve the issue, including any communication with Vodacom's customer service and the responses received. Clearly explain how the issue has personally affected you, whether it's through financial loss, inconvenience, or stress.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or screenshots. However, be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filing optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Vodacom. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, an apology, or any other form of redress.

7. Review before submission: Carefully review your complaint or review to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors, and verify that all the information provided is correct and relevant to your complaint.

8. Submission process: After reviewing your complaint, click the 'Submit' button to formally file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. Engage with any replies from Vodacom or other users to provide additional information or to follow up on your complaint.

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