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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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M
12:01 pm EDT

Vodacom laptop contract

I applied for a laptop contract at vodacom Killarney Mall, on the 2nd of March 2018, it was approved the consultant said I will get the laptop on the 6th of March 2018.The consultant called me to go to vodacom and collect the laptop...when I get there she said I must wait she's putting the laptop on the system, I waited for 1hour till I decided to go as I was supposed to go back to work she said she will call me once she managed to load the laptop to the system...till today I have not received any call from her(katlego) I don't know what's going on.

How Can I be approved and be called to collect the laptop but ended up not getting it. I just need to know what happened.

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C
9:56 am EDT

Vodacom wrongly extended contract after fraud activity

Fraudulent lines taken out October 2017 consequent disconnected service. No billing received or notification of reactive line.
Contract [protected] the 2 year expiration March 2018.
Paid updated outstanding amount of R963.08 on 13/03/18
Called to terminate Contract to be informed that the contract is now extended?
I had no access to data non used since the additional lines were taken out, fraudulently in October last year and various emails plus documentation has been sent to Vodacom in this regard.
The issue is that I am now penalized by an extension of services not requi

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L
8:42 am EDT

Vodacom after sales service - wrongfully deducting fees, then not following own process to refund!

Where do I begin? In short I have upgraded a month ago using the online service. Since then I had one problem after the other causing me endless frustrations!

The issue I am having now is with the billing. Last month (end of Feb) - I was wrongly charged (already when off my bank account - money out of my pocket!) for a connection fee - which I was told I would not pay for as I am using the online service - this was deducted a few days before payday (without my knowledge), the payment did not go through, and you guys added another R100.00. I logged a call on the 1st of March complaining about this and was told I will be refunded! The refund process takes 7-14 working days... I told the lady helping me that this is very urgent as this is money out of my pocket and I need it a.s.a.p. I was told the refund would be processed soonest.

I then kept a close eye on my billing and saw yet again another billing error - for the month of March (due for payment end March there I see an upgrade fee on my account - yet again, I phoned and queried this and was told, that was a mistake and they will credit my account. This however was done.

In the meantime there has been constant follow up and checking on my refund I am waiting for... I was told there is a request in for the 13th of March. When checking today, still nothing in my account. Again I phoned to query this and just got frustrated even more by being transferred/referred to different departments back and forth! Eventually got the answer to state that I have been credit the amount of R171.00 (I had quite an issue explaining that this was two seperate issues and I am still waiting for the first one to be refunded. Somehow I lost the plot and the lady I was speaking to could not help me as I was beside myself with anger as she then again explained that the initial request for the credit of R255 has still not been processed. I lost it even more!

I logged this request on the 1st as URGENT and now still nothing has happened! Original ref no: [protected]

Lastly I am being referred back to the solutions department and I am still sitting with no money in my account.

So I really need to know now what more do I need to do? Have I not been frustrated and inconvenienced enough?

Please look at all interactions from 14 Feb up to today then anyone would clearly understand why I am so angry!

My contract number is [protected].

Would really appreciate if someone at TOP LEVEL could actually resolve this as I am done with being passed on between departments!

Regards,

Lize-Mari

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C
7:36 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Vodacom mywife was having a debt of r16020.66 on the account ki022978 and it was settled on the 26 february 2018 but up today we cannot receive the statement

Good morning my wife has been communicating with your offices regarding this matter and so far your offices is failing to provide her with the account statement or proof that she has settled her account as per your below emails. This situation is affecting our lives because our bond application cannot be processed due to this matter, even though I paid that amount per attached proof Vodacom continued to deduct the money from her account which then affects our living budget. I spent an amount of R16020.66 to pay and on the 28th February the same amount was debited from her account and not paid back, imagine from a working person if such amount is debited how will you survive at the same time our bond application cannot be processed because there is no proof that the money has been settled with Vodacom even though we submit proof but the same amount is debited form her bank account and therefore it seems she still owe you money. you can contact her at [protected] or myself at [protected]

Can this matter be settled before we take any other bad decisions. At least we need the settlement statement and the reversal of the amount debited from my wife's account.

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E
7:35 am EDT

Vodacom talking points that I exchanged for data

Good day

I phoned Vodacom since sunday because I exchanged my talking points for data using the option for New bundles that was added on their my self service, the data and the talking points are not available for me to use and when I phone Vodacom I was told that the option that they added does not work and my question to them was why did they add it if its not working as my 100 points were deducted and I currently don't have data to use on my phone

Can the Talking points department please assist by reversing my points so that I can buy my self data using the option that is available and can that be done urgently please as am unhappy with the service at vodacom

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G
6:35 am EDT

Vodacom vodacom a/c n0659521 - gt d'oliveira-cruz

Dear Customer Care,

Please note that for some reason, I am no longer receiving my monthly Vodacom statements.

Each month this year, I have had to call in to get some form of correspondence. This is totally unacceptable to me. How am I meant to pay and manage my account without these statements, which are required as per the Consumer Protection Bill.

Kindly acknowledge receipt of my mail and forward me copies of my statement dated March 2018 due for payment end March. Please also confirm that this issue is now resolved.

Regards

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7:07 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Vodacom illegal sim swap, vodacom refuses to investigate

On 12 January a fraudulent SIM swap was performed on one of the numbers belonging to our company and shortly afterwards a, fortunately unsuccessful, attempt was made to transfer money out of our account. What was particularly concerning was that we did not receive an sms informing us that a sim swap had been requested, we only became aware of it after the SIM stopped working. When we reported it to Vodacom and queried this we were told that shortly before the SIM swap took place the SMS service on the number was suspended. This seems to be a clear indication of the involvement of Vodacom staff.

We were instructed by customer care to send a written report of the incident as well as signature samples and copy of ID to ********** This was sent on 19 January and shortly after sending I received a read-response that the email had been received and read.

We have subsequently received no written response from Vodacom, no confirmation that they are investigating the problem, no feedback at all. When I wrote another email complaining about the lack of response on 12 Feb I received a phone call from a consultant on 14 Feb who knew nothing about the matter at all. He could not give me any relevant information and promised to call me back in 10 minutes. I have heard nothing since.

Clearly Vodacom has no concerns over fraud within their own company and is not a company that takes customer care seriously at all. I am absolutely disgusted with their service and will be moving all our company numbers to another service provider.

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2:27 am EDT

Vodacom samsung s7 battery exploded

My husband's phone became very hot, so hot it burned his hand. Battery swelled up and as he was concerned about co-workers' safety (and his own) he put a box over it and it exploded in his office. Took it in to Vodacom Centurion and they send us an invoice of R5 500 to fix? It was under no circumstances his fault and now we must pay to replace. No freaking way. Its obviously a faulty device. Vodacom own up and replace it please

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B
7:55 am EST

Vodacom all day signal problems

I have spent the whole day with my phone stating emergency calls only, I then used a colleagues phone who is also with vodacom, to contact vodacom on 082 111, and they were completely unhelpful, not knowing what to say or do.

It just happens apparently.

I have been with vodacom for 12+ years and have finally decided to drop them, because all they do is "NOTHING" to help those that need it.

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4:25 am EST

Vodacom misleading information

I was sent a sms, "thanks for recharging. Shake every day has given you R100 Bonus airtime valid until 09/03/2018, 11.59pm."
After making a call I noticed airtime has been deducted from my account. I contacted the call centre enquiring why airtime has been deducted from my account and was informed that the airtime only apply for vodacom to vodacom calls. Nowhere in the sms was I informed of this matter. Please clarify. In another message I was informed that as part of a promotion I get 60 minutes free Vodacom to Vodacom call on the night shift (12am-5am). Why can they not specify in all their messages exactly what they mean?

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M
2:36 am EST

Vodacom unresolved contract fraudulently opened in my name

In Nov 2015 I received a debit order for 2 Vodacom contracts that were opened on my name, I reversed the debit orders and went to Eastgate Vodacom where I was assisted (or at least I thought I was) by opening a fraud case and the reference number is below;

EC-0XSD-28VAMS fraudulent line ([protected] 0716135109)
Date: 29-12-2015

Your Service Request number EC-0XSD-28VAMS has been logged.
Kind Regards
Vodacom Trade Partner Support Desk

throughout the 2 years I thought this matter was resolved until I found out through Credit Bureau that I owe Vodacom R22535.00, I have called Vodacom customer care multiple times and I've been taken from pillar to post.

please advise me on what to do as I have done everything so far that I have been requested by Vodacom and there has been no solution, your service is not on!

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J
1:24 pm EST

Vodacom service/signal lost with dropped calls

Good day

Every day about once or twice I am busy with the call and then the call just drop. I can see the signal disappears and then comes back then I can make the call again. Sometimes after a phone call my mobile data would not work until I put the phone into flight mode.

This happens in any area whilst I am stationary so the problem isn't just a certain area I am in, I have a 4G Connection mostly when this happens.

I have switched phones so it can't be related to the device I am using.

I have received about 15 messages from Vodacom saying that they noticed I have had dropped calls and gives me free VC to VC minutes. Meaning they are aware of it but not resolving the problem.

This is the first complaint I am making and this has gone on from October 2017 already - I waited to see if it maybe gets fixed.

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M
11:45 am EST

Vodacom vodacom contract bad after sale service

Good day im highly dissapointed i have been a vodacom customer for years ..a well paying loyal customer I never claimed or had issues with my phone, Dec 2017 I decided to upgrade took the phone Samsung Galaxy Tab A ...end of Feb 2018 phone out of the blue died, it was off not responding or charging... I struggled to get repair centre Jabulani centre off line for a while i waited a week then took it back to Jabulani mall they booked the phone for me few days later i get reference via sms Vodacom Repairs job no [protected] repair cost R 3, 411.48. I was horrified by this since my phone is under 2 months, I called and spoke to a rude repairs consultant told me i should have read the terms of my warranty she said my phone has a scratch on the plastic cover of the screen so that forferted the warranty, i must pay I asked her how that is related to the phone battety she said they not related but she cant help, I requested cancellation number she gave me I got my quote that is within 14 days im checking my possibilities to move since the repair cost is same amount as cancelling Im really considering a move to competitors your after service is terrible and so unfair to your consumers.. I.know you probably dont mind lossing 1 customer but please check my records my debits are up to date for years we cant say that 4 some of your clients.

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N
8:32 am EST

Vodacom cancellation

My Vodacom, Donge was paid off the -8/11/2017, I phoned in and Lydia helped me to cancel my account with Vodacom, ref nr se gave me was the date 08/11/2017 and the time 11:00 - 11:27, she said I will receive an email of the cancelation. My account nr I4320483-1

On the 07/03/2018 I receive a message my account has been handed over, I never received a phone call or received any a statement from Vodacom

I phoned in again and Vakale Nkone helping me and making a joke off this hole situation, I really think is pathetic and the people is not doing their job's please go and listen to the recordings - 08/11/2017 Lydia - 11-00:11.27 and today the 08/03/2018 Vakale Nkone 08/03/2018 03:45

Vodacom Consultants I dealt with just don't give a damn who is the client and don't do their job and this record is going against my name at Trans Union.

If I don't receive any feedback on this matter I take it to the papers I have all the proof on my side.

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6:06 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Vodacom [protected] - bad credit listing not removed after settled

I have settled account with attorneys on 12/12/2016. Attorneys provided written confirmation on 21/12/2016.
A recent credit check shows an amount still owing.
Please rectify immediately. Should I not have written confirmation of this within 2 weeks from this I will be left with no choice but to escalate it to the Ombudsman.

Regards
Lynette Naidoo
[protected]
[protected]@yahoo.com

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L
3:03 am EST

Vodacom upgrading mix up

January 2018 I have phoned the online vodacom department three times just to confirm when my contracts are due for upgrade. On all three times
they said the following:

...845 is due 28 Feb but I can upgrade a month earlier.
...428 is due 30 June 2018 and I can ask for upgrade end may
and my other number is later this year. Now the online department mixed up the whole upgrade thing. They have upgraded on my daughter number which is the 428 and NOT on the 845 nr as should, Which is very very unsatisfying, I have been with vodacom for years now, and now this happens. I have spoken twice to vodacom consultants on the phone the last conversation was Friday afternoon which the gentleman was very helpful, and said that he has forward the mail to the lady who done the upgrade, they will reverse it and fix it so that my daughter can still upgrade. The lady would have phaned me back on Monday 5 March 2018 which untill now never happened. I would like someone to give me a call back as this is un acceptable, Vodacom is so quick for taking the money but they mix up everything.
At this stage i am thinking of moving over to other network if this problem is not soled like in today

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10:24 am EST

Vodacom mobile contracts; poor service

I have been trying to transact a new contract with vodacom for the last 2 weeks now. I did this online and after using the network for well over 10 years this is appalling.

I called in on several occassions to resolve and were put through accounts to clear status to indicate settled from current. The manager Ashley Leornard promised he will call me back after I send him some documents. To date no call after calling for the last three days and each time being promised he will call. How it came that he intervened was after a staff member who originally dealt with my application being rude about the status matter and that to me was just the last straw.

The competitor of Vodacom; namely Telkom took 48 hours to approve and wish to proceed with business. But I am waiting on vodacom to now cancel my contract request. I am so angered as I were bringing two personal contracts to vodacom and all my devices at work is from vodacom. I dont have words for this poor level of service and dont want any dealings going forward.

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6:48 am EST

Vodacom loading of prepaid data and airtime

I have noticed with concern that every time I load artime and data, without even making a phone call, my airtime just dissappears. I have stopped using the "OK" button, as I was told that you unwiitingly subscribe to any kind of [censor], eg, games, music, whatever.
I am 65 years old and definitely not interested/in thec mood for this [censor] anymore.
Unless Voacom (a) put a stop to this thiving practise ieediately and refund me all the airtimec which probably amounts to a substantial amount by now. (b) advise me in writing to my personal email to wit [protected]@vodamail.co.za I will have no option to (a) to report this thieving practice to the appropriate regulatory board (b) at Vodacom's expense and your agreement also in writing to the same email address, change my Service Provider. I have had enough.
My cel number is [protected].
And I dare you steal one more cent from me.
Fred van der Walt

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L
1:36 am EST

Vodacom poor service

I don't know what to do anymore, my sim is not activated, vodacom call centre cannot help me with it. Its been more than 24 hours of waiting.

I was at your shop yesterday and the lady that assisted me said it will be done, i must keep checking my phone.

I have phoned in and get different stories each time form the call centre.

I could not get an upgrade as i had to cancel the phone offers i got over the phone.

No one can help and I am very frustrated.

I got the two reference numbers below for the cancellation to be processed on the 01 of March, it is still not done.

34130305302543
34130295140771

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5:50 am EST

Vodacom upgrade

on the 17th of January 2018 I called the Vodacom retentions department to actually cancencel my contract, but was offered a deal to upgrade the number in question. The consultant was Thabang Maponamba and he took it upon himeself to upgrade another number on my account as well. I used tp previously get R55 free airtime on that number and now Vodacom has been billing me for the second number that wasnt suppose to be upgraded. I made numerous calls to have this error corrected and a manager call me back. To date they have cancelled the contract but only as at May 2018 and have been debited my account for an inactive sim card all due to staff members at the retentions department name Thabang Maponama who took authority upon himself to upgrade the second number. I have requested for his manager to call me, I have spoken yesterday the 4th of March to A tsepho Maseko to get back to me with regards to a refund and cancellation of this number, I am fed up. No reply feedback from any of vodacom management. Yet they continue to debit my account for the R55 on a non - existing number. I was given a service request number 1/[protected] to allow for the credit to be passed and the monies reversed on my account, however not sure if this will materialise as I did the same in January when I noticed that I am being billed for the airtme. I want to escalate the matter to someone who will assist but no manager in vodacom ever calls back. Now Thabang no longer works there is what the consultans tell me.
Where to from here

Sajeeda Pillay
[protected]

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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.

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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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+27 82 111 +27 821 904 More phone numbers

Website

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