Vodacom
reviews and complaints

We have been experiencing serious network coverage issues here in Evander to an extent that we can't finish a single call without loosing network having to redial. I am located at soborne and oxford street This problem have been going on for a while, things got worse 3 weeks ago. I have tried logging a call with vodacom and I spoke to Arthur and Zanele, everytime I can't finish the conversation due to this network issues. This is really frustrating in that I am paying for less than half a service to vodacom. I may be contacted on this cell number [protected].

Hi I would like to lodge a complain against Vodacom contract service for charging me R3, 000.00 for 3 Gig usage on my data. the same company is selling 3 gig for R299.00 but they charged me R 3, 000.00 for the same gig data usage on my invoice for October 2015. can you please provide investigation on this matter Regards Morwakgwadi Rodney Matshaba [protected]

My name is Fazlyn Vries and being a longstanding customer with Vodacom, I am appalled by the lack of service delivery from the Brooklyn branch. I had processed an upgrade in May 2015 for a Samsung A3. Immediately the handset presented problems with audibility in that the recipient could not hear. The handset was booked in for repairs under the warranty. Again, the same problem persisted and I was informed that a screen replacement was done. This did not make sense to and I wrote to the branch manager (Craig Ortmann) to explain the reasoning for a screen replacement, with no feedback forthcoming. The handset was returned with the same problem and this time the handset would not switch on. Another repair later, I was made to pay an excess of R250 for another screen replacement. Upon a number of calls to the branch to get in touch with the branch manager, I was made to believe that that an insurance claim was processed. Upon attempting to put the sim card in the handset, it got stuck and I was informed that now I can process an insurance claim. I had requested this the first time the handset presented audibility problems. Now the insurance, Cell sure informs me that the handset has water damage and this means an additional penalty in excess. I pled my case to the manager at Cellsure (Allistair Louis) noting that I can not be held liable for such damage as the handset had not been in my possession and has been in repairs for the last couple of months since the upgrade. He confirmed this as Cellsure picked up that the sim card was not in the insured handset. Allistair promised to follow up with his superior. He promptly got back to me informing that the engineer reports have been requested from Brooklyn branch on 24 November 2015. As no feedback was forthcoming, he sent a follow up request on 27 November 2015. Again, no feedback is forthcoming. Upon going to the branch to follow up, both the branch manager, nor the assistant branch manager(Mike) was available. My grievance is that I am still being billed for a handset that I don't have and did not receive any benefit from. How long will it take to resolve this matter amicably? In all my years with Vodacom, I had not experience such distaste in dealing with Vodacom. What happened to the good after sales service delivery? I would gladly forward you all the messages exchanged with the Brooklyn branch and Cellsure to substantiate my grievance. Please advise on an email address as I am unable to upload my email messages. This experience has left me distressed and unsatisfied. Please help me as I have exhausted every option to resolve this matter. I just want a new handset and request that I be refunded for all the months that I have been billed for a handset that I did not benefit from. Kind regards. Fazlyn Vries [protected]

February 2015 me and my mother went together to the Tyger Valley branch in Cape town to downgraded and transfer my cellphone contract from my mothers name into mine. Both of us had to be present for this procedure. I left for Mexico a week later after I've been notified that the debit order was approved. When I returned to SA on November 4th 2015 I was informed via a letter in my mail that my contract has been cancelled and I need to pay a outstanding fine. This was due to the fact that I did not pay my contract. Thinking that I had a debit order on a account that doesn't need attention and had more than enough funds on it, this came as a shock to me. I contacted vodacom who stated I agreed to a cash contract and not a debit. Seeing that I live overseas I insisted that this was not the case. Vodacom then stated that my account information has been handed over to the dept collectors Burnard, Raaff & Associates and I should contact them as Vodacom cant do anything about it. I spoke with a woman named Trudy there who stated I had a verbal contract with vodacom and not a written one. I then requested to listen to a copy of this but to no prevail. I was then told to contact FNB, according to Vodacom a attempt was made to withdraw the debit but was unable to do so due to insufficient funds. Proof from FNB showed that no attempt was ever made on my account and there was more than sufficient funds available. After the issue has been dragging on for a month and me not getting any answers I agreed to pay the fees just so I can receive my number that I have had for close to 15 years. I was told by every employee I spoke with at Vodacom and the people from Burnard, Raff & Associates that as soon as I pay my number will be reactivated. 9 days (December 2nd) after paying this “fine and dept collector fees” I called vodacom again and spoke with their supervisor in the legal department Robin, who stated my number has been cancelled and there was no way of getting it back. After a long argument with Vodacom the phone was hung up on me, called Burnard, Raaff and the phone was hung up on me. All I have to show for it is R2600 out of pocket, lost phone number, 2000 business cards with the wrong number and a bad credit score with ITC. Who can I contact to defend my case as there is no legal justification from Vodacom to have done any of this and I don't want them to get away like they always do.

I have been fighting with Vodacom for quite a while now. I want to have my secondary contract canceled for the following reasons: • The phone wasn’t even a month old when it started giving many software problems • It was sent in for repairs. After two weeks the phone was returned and upon collection, we saw that the technicians report said that nothing had been done as no faults were found. (job number: [protected]) • My husband then showed the in store staff just one of the problems reported. The phone was immediately booked in and sent away again. (job number: [protected]) • On top of that, we have not been able to port / swap a prepaid number onto the new contract since the beginning. When we got the device, we were told that we have to activate the line before we can port the number. Once we activated the number, we were told that we could no longer port the number as the line had already been activated. • I have not had the phone for almost two months. • I have being paying for a phone and airtime that I am not able to use. • I have made countless calls trying to get both of these problems sorted out • We have driven up and down and been in so many stores to try and sort these issues out. • I have been trying so hard to get this issue sorted out both telephonically and in store. • I have posted three posts on hellopeter (http://hellopeter.com/vodacom/complaints/contract-cancellation-1880466, http://hellopeter.com/vodacom/complaints/still-no-feedback-1885143, http://hellopeter.com/vodacom/complaints/third-post-complaint-still-not-addressed-1897436) • I have posted my complaint on Facebook and Twitter. • After my facebook complaint, I received a call from someone claiming to be from head office. He gave me his number [protected]) and told me to contact him directly if my complaint is not sorted out. I have tried calling that number over and over again and have not been able to get through to him. • The last two times I have called the contact centre the system has been down and I have to call back. I have a job. I cannot keep on calling. How about some calls me. • I have been a good and loyal customer of Vodacom for may year and I don’t deserve this treatment. I really hope that we can get this finalized. I am so tired of fighting and I don’t feel like my complaint is unjust or unfair towards Vodacom. Vodacom has not given me any service and I feel that it is only fair that after all my time wasted I am able to get this contract canceled and ensure that no further debit orders are deducted.

i have addressed a letter to vodacom with regard to data that was loaded onto my account. i was contacted by the CEO offices and a credit was given for a certain amount. before i was given the oppertunity to make a payment on the account, my account has now been suspended. i have never failed to make payment of any of the accounts and therefore i am very disappointed by this action. i have been trying to make a payment from my absa account for the last week and have been struggling because the listed account number on the absa data basis is not working. i am now in a very bad situation were i am now in arrears and with a suspended account. no-one is getting back to me with the account number...i have been sending emails to various persons and/or email addresses. i cannot afford to be without my number. would someone please assist me in getting my account sorted out. i am at the end of my rope...i do not think if this was not my mistake i should be punished for same...please help

On 30 October I upgraded to a Sony Xperia Z5. Exactly 10 days later the phone started overheating when making phone calls. When I put the phone down the back glass burst. Probable cause, the heat of the phone against the granite in my kitchen. The phone was still working, but when I made or received a phone call the whole screen went blank. Couldn't even end a call. And the phone was hanging with every application opening. The same day I called customer care 111 where I could not even obtain a reference number and was told that I have to go back to the shop where it was purchased and then quote "they will exchange your phone as this is obviously a factory fault". The only reference of that call was: 10 November-15 at 21:10, Operator: Tshepo. I then returned it to the Vodashop of purchase in Potchefstroom. The store manager (most helpful) concurred that the phone was not dropped but clearly burst as there were NO signs of an impact. Today, two weeks later (and still forced to pay my contract!) at Vodacom Repairs in Potchefstroom I received a text message for a quotation of R1098.90 (Job No. [protected] Tel. [protected]). Obviously appalled by this I phoned the Potchefstroom Store manager and expressed my dissatisfaction with the outcome. After the store manager's investigation she relayed the repair shop's message that it was sent to a third party for confirmation and my phone's damage was self inflicted. This is unacceptable. Now I am to unfairly pay for Sony's problems, get the phone back, have it overheat again in 10 days, oh and exploded and then pay another R1098.90? Please advise as this is clearly unacceptable. I have also done research on the new Sony Xperia Z5 overheating problems and learned that the chipset inside is causing the overheating problems. How is it possible to self inflict the overheat problem on your phone when making a phone call? My contact details can be obtained at the Repair Shop as mentioned above. D. Joyce

I have been a client of Vodacom for years, I have three running contracts with them, and my main contract was up for an upgrade in May 2015. When trying to upgrade I was told the my profile was downgraded and I do not qualify for the package and phone that I want. I pay almost R 1000 per month towards Vodacom, never miss one payment and still I was downgraded because of other listings on ITC. What I don't compromise is that even if I don't upgrade my contract still keeps running and I keep paying, but I am not allowed to upgrade even if the amount is the same? Why are loyal customers treated like this?

I hereby would like to lodge a complaint against your customer care outlet in eastgate and a lady by the name Fanelo that introduced herself as assistant manager when I phoned your customer service no 111. I have been a Vodacom customer since the late 1990's. My current number is [protected], I was overseas for 6 months and when I returned I had no service on my phone. Upon investigation I found out that my number was reallocated to someone else within 3 months of my absence. I recharged my phone in May when I left and according to my starter pack paragraph 11 on page 13 I am allowed to keep my number for 7 months in which period I am allowed to make a phone call or send a sms. The money left on my phone amounts to R259.87. I was told very rudely by your representatives that I have lost all rights to my number and the money currently on my phone have disappeared. In my opinion that is theft and will contact the consumer protectors if i can't resolve this issue fairly with you. My contact number is [protected]. Sofia Hiotellis

I bought a power bank device from Vodashop ob the 29th October 2015 valued at R200. On my arrival at home i charged it as instructed but it could not charge my mobile phone as i wanted to use it when am away. When I returned it back with packaging but unfortunately i lost a till slip so i could not be helped due to that reason. I was told to sell it to someone else because it works with other devices only mine it has problem with and they are unable to retrieve my payment information from their system.

I work abroad and I'm paying this account on behalf of my daughter. I reviewed my recent bank statement and noted that amounts of R 7, 248.37, R 2, 410.77, R 7, 517.49 and R 5, 300 were debited against my bank account over the past 4 months. This is a total of approximately R 22, 500 and prior to this, the history on the account indicates monthly billing previously equated to 6 to 7 hundred Rand per month. Post consultation with my daughter, she assured me that the data and cell phone was utilized with no excessive usage of telecommunications. No monthly statements from Vodacom received by myself, even though my contract states that copies be sent to my email address. I'm also aware that the data cap of 1gig data per month was agreed upon in January this year when I accompanied my daughter to the branch in Canal Walk. Trying to resolve this matter from abroad is a nightmare. I've given my daughter the authority to transact on my behalf and she's been treated like dirt .

I did an upgrade on my existing contract. I asked the consultant about a certain cellphone. He told me that was the latest model and is a very good phone. I sighned the contract and left. Date of upgrade was 3 November 2015. I used the phone for about half a day only to realise that the phone was not an upgrade from my previous phone but more of a downgrade. I returned the phone the same day and told them I am not happy with the phone and wanted to do my upgrade to a different phone. They told me I sighned the contract and could not return the phone. I feel that the consultant should have compaired the phone to my old phone and advised me that its not as good. After all they are their to help the customer. Not all of us have the knowledge and training they have.The phone is still with them.After numerous calls to them I still have no phone and they do not return my calls.

To whom it may concern: Upon entering the center to do my regular shopping on Sunday.At 8:30 I walked past the Vodacom shop.( Vodashop Cape Gate [protected]) There was this one lady screaming and shouting at a few staff members like dogs. Found out her name is Michelle and she is the manager of this store. I am so disgusted in what I had to witness. How dare she speak to those people like that. Clearly has no respect for herself and her co workers. Degrading a human down to that level is just wrong. I really did not come to Cape Gate to listen to this woman shouting at people like that in front of us passing by. The dirty words that came out of her mouth is not something to be repeated. I truly hope this lady will be dealt with in the proper manner that she needs. I would appreciate feedback on this matter. Regards A. Wiese [protected]

I applied yesterday for a cell phone contract of R249.00 a month, i have already an existing contract which i got 5 months ago, when i finished filling in all the forms i got feedback which said "none affordable" and declined by vodacom, wasted my time and day and money, plus who the hell gives vodacom the right to tell me i cannot afford a phone of R 249.00 as they can also see on my bank statements which i provided that i can clearly afford the phone an even buy it cash. I also then phoned vodacom call centre and wanted to have an answer why i was declined i was told sorry they cant tell me phone the shop u applied at, the shop i applied at told me to call vodacom because they dont know either! I am high pissed off and dissapointed in the service which makes me think to change to other service provided and discourage people to have contracts with vodacom. I would still like to know why i was declined and have a reason because this is unacceptable..

Since start of contract to date. Suspended Line [protected]. I can be contacted on a temp number: [protected]. Resolution: Vodacom must sort out and reactivate with immediate effect. Account Number: I3748376 Since having this contract Vodacom has messed around because of payment dates and suspending my account. Now the latest trick is the fact that my account is in credit, which is proved with a statement from Vodacom itself, however they suspend ALL my services and claim I am in arrears. I have been dealing with many people who say yes I am not in arrears and they will fix it but to date nothing. My line is now permanently suspended and NO clients can call in or me call out. This has taken a serious toll on my business which has abruptly come to a stop. The only amount due is showing for the end of November otherwise I am in credit completely. See my attached statement. Really Vodacom what the h... are you doing. Sort this out as urgent.

Walk in call centre canal walk
Riccardo roodt [protected] date of incident 3 october 2015 I went to inquire about my upgrade and informed the consultant that I want a samsung s5. She told me that there is stock on order and that I will get a sms in about a week to come and collect said handset. 9 days passed and I went to the branch to find out how long I still need to wait. I had to see someone else as the consultant was not in. The new consultant told me that the phone is end of life and nothing is coming in. This was confirmed by the manager. I want a samsung s5. I was told that I will get one and that is the end of that. I got no communication from the store to let me know that I cannot get this option. Now that I am inquiring about this I get a different story. My solution. Give me an samsung s6 on the package I want to upgrade to and we call this even. Riccardo roodt [protected]

I currently have 6 contracts with Vodacom and have been a loyal customer for well over 10 years. My upgrade was due 10 Aug 2015 and not seeing any deals I liked I waited until Friday 2 October 2015 when I found the perfect deal only to be told its for new contracts only. I inquired as to why I couldn't cancel this contract and open a new one thus getting the deal I wanted keeping in mind the actual end date of contract is 10 October 2015. I was told this couldn't be done and I would continue to be charged the lady suggested I try an upgrade rather to another phone. I then got the upgrade but when I got home and opened ( it wasn't opened in store) the phone I found it to big and difficult to use. I called Vodacom and was told I have 30 days within which I can cancel the contract or at the least 7 days in which to return the device and cancel the contract. I went in and explained to the manager who was extremely rude and humiliated me not only in front of other customers but the staff as well. He said he isn't wasting time talking to me threw the device down and walked away. When confronting him on his attitude he said he didn't care and I would never change my phone if I thought he would I was wrong. he said he isn't concerned about the CPA or what Vodacom said he is the manager and his word is law laughing in my face. This left me fuming especially in front of my young daughter. Is this how loyal paying Vodacom customers are treated? I am furious! This managers arrogance left a very bad taste in my mouth, all I wanted initially was to have the contract cancelled at the correct date and open one for the deal I wanted, now I am sitting with a phone that I find too difficult for my needs and way to big and all this because a manger at the store thinks he is the final law. Please can someone help resolve this issue? I am truly shocked especially since Julian at customer complaints had told me to return to the store return the device and cancel the contract as it ends on 10 October 2015, the manager said great well let Julian do it for you!

Surprisingly Vodacom has recycled my number that I have had for over 8years, they claim the number has been unused for more than 152 days, which is incorrect. At first when I called I was told the number is active and they are experiencing portal issues and seeing that my number is linked to my email account that is the cause of the no connection. The very number is also linked to my email account which I use on a daily bases, I have called and asked that they reactive my account as I have important documents saved in my email account and I was told there is nothing they can do. My question was then how do you deactivate an active account and why was I not sent an email informing me of their plan to deactivate my account. I need answers and also for my email account to be reactivated as that is my main account where all my statements and contracts are emailed to.

I took out a new contract with Vodacom at the end of June (not even three months ago, against my better judgement, after having prepaid bliss for years ) The phone is a Sony XPeria Z3 compact.

Here's a breakdown of what's happened in the 3 months since I've had the phone:

1 - The screen got a random purple spot on the screen shortly after I got it (this is a know Sony fault)
2 - The screen cracked due to the weak spot on the screen when falling off my car seat
3 - Repairs refused to take care of this under warranty, so I had to pay to get the screen fixed
4 - Phone is returned to me with a faulty phone microphone and speaker
5- Phone gets booked in again
6 - Phone is returned to me with a crackling noise in the upper half of the screen when pressed
7 - Phone gets booked in AGAIN.

Not only was my new phone returned to me in successively WORSE conditions, but the sales consultant at the Vodacom Data Store in Cavendish was completely unsympathetic and unapologetic. I've experienced nothing but bad customer service and incompetent repairs in the three months that I've had to deal with Vodacom. I've demanded they supply me with a new device.

STAY PREPAID! It's not worth it.

From the word go, since this contract started, we've had endless issues. It was a "top up" contract. Never, not once, did vodacom do a top up. We've tried phoning, but 1 "clever" person after the other, told us that the contract nr does not exist, yes, our account still gets debited, to this day. The nr we are trying to cancel, is on a top up contract. it expired in July. they are still billing us every month. If we owe any money, fine, then pick up a damn phone and explain the situation, but I cannot see how its possible to owe you people money if you debit our account every month ! ive phoned Vodacom retentions 0821958, they told me the contract has been moved to a pre-paid, as the 24 month contract has expired. I said I want prove. They told me to phone 0821946, which is suppose to be the billing department. once I enter the nr, they say the nr does not exist, but yet, they debit the account. So how does the nr not exist.Im trying to get this contract sorted out on my fathers behalf. He has a heart condition and has even less patience for the lack of the new south African service... yah... right... what service. Its an absolute joke! under no circumstances can he raise his blood pressure.. .so here I am.. but no luck.
I want to get this contract cancelled completely, the 2 months they debited the account, must be refunded - [protected]. I will carry on slandering Vodacom's name as far as I can as I cannot believe that the have the bladdy odacity to debit out account, but we don't get any service, and the 24 month contract ended. Im not willing to deal with another call centre agent at all. I want to speak or deal with the highest person up as I possibly can. Apparently the CEO of vodacom / parent organization, is Vittoria Colau, head office in london, uk. As I said, I will go as high and as far as I can. I asked 1 of the agents in the retentions dpt to phone my father on [protected] / [protected], as the contract is on his name. She told me that Vodacom is already paying for my call, they are not going to pay for another call for her having to phone my father to get this contract cancelled, I still tried to reason with her, she told me that she refuses to continue talking to me as im not the contract holder, which I told her from the start, and explained the situation, then she dropped the call on me.. Well done Vodacom, "great" customer service.