Vodacom
reviews and complaints

Good day

On the 16/09/2016 Vodacom phoned me to say that my contract fee (airtime) will go from R250 to R190 and I will be receiving a free tablet for being with them since 2007 with no additional cost or no new contract. ( i do have the call recorded for further use)

so I received the fee tablet.

October 2016 I realised I am paying an R250 extra and phoned Vodacom to find out what is going on on my account.

They said they will have a look at it. (well nothing happened neither did anyone come back to me)

another premium went off (so by this time Vodacom owes me +-R500)
so I phoned again - I have to speak to different people telling the same story over and over / or the phone call gets cut off while they put me on hold (and they won't even phone back - they do have my details)

every time they say they can see I have phoned before and the issue have been closed (without resolving)

so November I phoned again as my account was in arrears (and another R250 went off my account) and got an sms. (explaining to a few different people over and over again) still no help

I went on holiday December and my phone was suspended on the 21st of December 2016. So I phoned and they said they will have a look - after a few attempts calls got cut off and still no help.

I went to Vodacom shop in Knysna and they help and phone where customer care said my phone will be back on between 4-7hours as they can see there is a sim never been used (as i did not take out a new contract)

after 12hours of waiting and phone still off i phoned again - then they said to me that i have been a cash payer and need to make a payment. I explained that i have been on debit order for 9years - they can't see that and don't have my banking details and can give them and they will sort the debit order - Why must i give out my banking details over the phone ...after being on debit order for 9years?

when i try phoning lines are busy i must phone back later or use self-help

this is sooooo ridiculous as my phone is still suspended i can't seem to get help with customer care

so will vodacom actually pay back the money they owe me or deduct the amount of what i am due and what will happen to the data and airtime i have lost so far and will after paying?

my problem number is [protected]
Bernadine Perucatti

As you will see below, this situation started already in july 2016, after my father passed away. Please help!

Last e-mail sent to legal department on 09/12/2016, a month ago and still no reply:

Good day

I am now really angry with this whole situation.
I asked please that someone help us to transfer my mother’s number, [protected], to her own account and close my belated father’s account and cancel his 2 numbers. Her number became active again, so we thought everything had been done at last and is now settled.
On 3 nov I received a statement of my mother’s new account, with only 2 payments on which I did, because the debit order did not go through, so I paid something so that the number stays active.
I phoned vodacom, no success. I then created my mother’s number online to see if I can get a statement. It still is on my belated father’s account, 5 months later. I went to vodacom grove yesterday and was told I have to pay r 2500 to close the account and transfer the number to the new account!
My belated father still gets invoiced, how ridiculous is this! Would be a great story in the media, after all documents were completed and the death certificate attached!
Again no one seems to care!
I have also attached the e-mail that the grove manager printed yesterday (Last pdf document). It was not sent to me, how should I have known that an amount was outstanding?
I have also attached the 2 accounts as it is now.

I await someone’s urgent reply please!

Antoinette snyman
[protected]

From: vodacom shop the grove admin [mailto:vodacomshop. [protected]@vodadealers.Co. Za]
Sent: thursday, august 11, 2016 2:10 pm
To: [protected]@pharmail.Co. Za
Cc: 'craig ortman'
Subject: fw: mrs as roets - [protected]
Importance: high

Middag antoinette

Ek het die dokumente verlede week al aan vodacom gestuur om die transfer te doen, sien aangeheg die waybill. Ek het nou weer als aangestuur na hoofkantoor toe, ek wag net vir n antwoord. Ek het ook nou vir michelle gevra om ons te help, sodra ek terugvoer kry sal ek jou onmiddelik laat weet.

Kind regards
Surita van schalkwyk
Store manager
Vodacom shop the grove

Cell: +[protected]
Tel: +[protected]
Vodacomshop. [protected]@vodacom.Co. Za
Fax: +[protected]

From: vodacom shop the grove admin [mailto:vodacomshop. [protected]@vodadealers.Co. Za]
Sent: 11 august 2016 02:00 pm
Subject: fw: mrs as roets - [protected]
Importance: high

Good day michelle

Kindly assist with below query, I did sent the documents to vodacom as requested last week, but no feedback yet. Could we please try and assist this client as a matter of urgency. Please see attached mails with correspondence, I also attached a copy of the papers requesting for the transfer etc and a waybill number as proof that we did sent the documents. Waybill number rw15586052.

Kind regards
Surita van schalkwyk
Store manager
Vodacom shop the grove

Cell: +[protected]
Tel: +[protected]
Vodacomshop. [protected]@vodacom.Co. Za
Fax: +[protected]

From: antoinette snyman [mailto:[protected]@pharmail.Co. Za]
Sent: 11 august 2016 01:08 pm
To: 'jacobs, delray, vodacom south africa'; 'vodacom shop the grove admin'
Cc: 'nako, thuli, vodacom south africa'
Subject: mrs as roets - [protected]
Importance: high

I have not heard anything from vodacom with regards to helping us activating my mother’s number again. She is now without a phone since 20/7/2016. After several promises and nothing done, it leaves us with no other option as to take this pathetic service from vodacom to the media. Can’t believe it can be so difficult to transfer a number to a new account and close my late father’s account. My mother is 75 year’s old, alone and needs to have a cellphone to contact us, but vodacom does not care at all!
No other communication was received from vodacom, except from surita that tried to help, so no customer service exists within vodacom!
I tried to call yesterday again, still inactive, can’t help, I should rather call the legal department!
Excellent timing to also move our 3 other accounts!

Antoinette snyman
[protected]

From: jacobs, delray, vodacom south africa [mailto:delray. [protected]@vodacom.Co. Za]
Sent: friday, july 29, 2016 1:35 pm
To: vodacom shop the grove admin
Cc: nako, thuli, vodacom south africa; [protected]@pharmail.Co. Za
Subject: re: renier jansen van vuuren - [protected]

Good day

I’ve noted that and thus has escalated the matter internally back to legal to resolve. Thanks

Regards

From: vodacom shop the grove admin [mailto:vodacomshop. [protected]@vodadealers.Co. Za]
Sent: 29 july 2016 01:07 pm
To: jacobs, delray, vodacom south africa
Cc: nako, thuli, vodacom south africa; [protected]@pharmail.Co. Za
Subject: re: renier jansen van vuuren - [protected]

Good day

The wife does not want to take over the whole account, she only want to keep her number, [protected],

Please then inform the client who she must contact etc, as we have been sent all over to all departments to get this resolved. Keep in mind that we started with legal in the first place.

Surita van schalkwyk
Store manager
Vodacom shop the grove

Cell: +[protected]
Tel: +[protected]
Vodacomshop. [protected]@vodacom.Co. Za
Fax: +[protected]

From: jacobs, delray, vodacom south africa [mailto:delray. [protected]@vodacom.Co. Za]
Sent: 29 july 2016 12:19 pm
To: vodacomshop. [protected]@vodadealers.Co. Za
Cc: nako, thuli, vodacom south africa
Subject: re: renier jansen van vuuren - [protected]

Good day surita

I view as per the attached requests the accountholder mr. Renier janse van rensburg is deceased.
The matter for transfer of ownership would be required to be escalated to legal department to logged the matter with deceased late estate.

In the event the client wife would like to take ownership of the entire account, transfer of ownership will be discussed with her.
I can however confirm the customer account is on current and last debit order has been received this morning however; we will only be able to confirm is payment was successful within 3 working days.

Regards
Delray

From: nako, thuli, vodacom south africa
Sent: 29 july 2016 01:15 am
To: jacobs, delray, vodacom south africa
Subject: fwd: renier jansen van vuuren - [protected]

Hi delray

Please assist with the email below.

Kind regards
Thuli

Sent from my iphone

Begin forwarded message:
From: "antoinette snyman"
To: "odendaal, donovan, vodacom south africa"
Cc: "nako, thuli, vodacom south africa", "mogwaneng, bo kali, vodacom south africa"
Subject: fw: renier jansen van vuuren - [protected]
Could someone please urgently let me know when my mother can use her number again? We have requested the transfer on 20/7/2016, but since this week, her number – [protected] - is suspended.

Antoinette snyman
[protected]

From: vodacom shop the grove admin [mailto:vodacomshop. [protected]@vodadealers.Co. Za]
Sent: thursday, july 28, 2016 11:27 am
To: [protected]@pharmail.Co. Za
Subject: fw: renier jansen van vuuren - [protected]

Sien ook aangeheg al die ref nommers

Kind regards
Surita van schalkwyk
Store manager
Vodacom shop the grove

Cell: +[protected]
Tel: +[protected]
Vodacomshop. [protected]@vodacom.Co. Za
Fax: +[protected]

I am on a 200 top up contract and on the 1st of january 2017 i checked my airtime as i did not reciev an sms and the amount received was r97.00. No notification received. When i called the agent said i have been subscribed to a web where even though you say do not subscribe you will be subscribed automatically. The request to unsubscribe has been sent and i will be refunded.This process will take from 24 hours up to 7 days.
On the morning of 2 january all my airtime was gone. This is with my mobile date off. Ever since i have been with vodacom i have been paying my full premium of r345 and after the 5th of every month( 5 days later) i end up buying r30 airtime and r30 data daily and wake up to no airtime and data. On 3 january i spoke to chatule in the cancellations department with reference number [protected] who i asked if i can get a quote as i do not want to be on the contract anymore and she was unable to send me the email before 05/01/2017. Chatule confirmed that i am able to settle my handset only for the outstanding amounts of months and she will forward me the quote on the mentioned date.Should i settle the full amount with the airtime included i will get my airtime as soon as my account is settled.This was confirmed by her team leader. I spoke to boniface on 03/01/2016 who confirmed that this is wrong information in reference [protected] and that i will not get my airtime. On 05/01/2017 i called again and spoke to sarah who up until today also have not sent the quote or the information that i have requested on that day. Reference 1/[protected]. I am disgusted with vodacom and i do not want to discuss anything with you. Send me the details as to how i can settle my account and the amount. I do not want any consultant to contact me as you have no idea what excellent customer service is and you are ripping off our people and stealing our money. I want my settlement amount no airtime i will only pay for the device and move to a different network. You have my email address it has been corrected.

Hi good day

I spoke to your call center / accounts department a few times already still no one can assist me with my problem !According itc I am in areas with vodacom for the last 5 months for the amount of r844 something, but when I phone vodacom they say my account is not in areas and they cant see anything wrong !So please will someone help me to with this problem !And can you please fix this problem with your back office so that my life can go on !This is a problem from your side please fix it !

Cell number: [protected]

I have or had 3 contracts with vodacom. I cancelled 2 in october/november. Vadacom employees no nothing about this. The employees are absolutely incompetent. They have no knowledge of any cancellation. I asked for bank details to pay r219 for the last contract. I was given the wrong bank details.

I am not paying for cancelled contracts. I need information from a competent person to settle the last contract.

I'm switching to a network with well trained employees.

Coral meyer

I had a Pre- Paid blackberry phone. every month they dedected R59 from my available call minuts money. On 22 Sept. 2016 I took out a contract with Vodacom, because I was informed that the Blackberry BIS will expire in Dec 2016. And the Blackberry BIS was cancelled. AND now the problem is; They keep on deducting the R59 from my available money EVERY month and the SMS I got on 8Jan 2017 says that the service is extended till 7/2/2017. So they will deduct again on that day. I went to the Vodatshop 3 times and I called your call centre and still it is not fixed. they submitted a complaint under the ref: EC-04FW-2UR2E2. AND I NEVER got ANY respons, . I NOW COMMAND that this problem to be resolved AND my mony R236 be paid back to me. please attend to this problem because it is a fraudulent deduction on your part. thanks. N Stols. cell nr [protected]

In addition to my previous complaint Posted: December 24, 2016 by Hein Jv Rensburg

On Thursday the 5th of January, I purchased 100meg. The data was not allocated and airtime was used at R2 per Meg.

On Sunday the 8th of January, I won 250 Meg on Play every day and confirmed via SMS's below and again airtime was used at R2 per Meg:

"Vodacom has rewarded you with 200MB for 7 days to use until 14Jan. T&Cs apply".

"Vodacom has rewarded you with 50MB for 3 days to use until 10Jan. T&Cs apply."

I phoned the call Centre, after 30min holding and speaking to the agent my call was dropped. Thereafter the option to speak to a consultant was not available to me anymore.

To reduce the cost, I then went with the goal to reduce my data cost and changed my price plan from 79 cent plan to the NXT Level plan and received the following confirmation SMS:

"Your package migration has been processed"

I the proceeded to make use of the reduced data offers only to find out that the package is for under 25's only. This could have been checked against my ID before activation.

The migration furthermore charged me approximately R2 per minute where I was charged 79cents before.

Please refer to my previous complaint as none has come back to me either - number [protected]

Regards,

Hein Jv Rensburg
Bcompt Hons CTA
[protected]

I recently updated the my vodacom app on my phone and found the balance widget missing/not working. After replacing the widget with the new updated one it only displays "loading". Now to show your balances you need to enter the app first (Thus rendering the whole concept of the "balance at a glance" widget useless) and all so that vodacom can force clients to repeatedly reject a service they not ask for or want before they can see their balance. Your parasitic #$%#@% company is unlawfully and distastefully forcing me to subject myself too forced advertising of your stupid competition in order for me to access my balances. This is a new low. Preposterous, utterly ghastly and fundamentally lowlife behavior from a service provider. I am leaving vodacom, I don't care what new troubles I will experience with other company's or at what cost im doing so. This is the most desperate, most intrusive and utterly f##ing a**hole behavior I have ever come across. Shove your widget, your competition and your entire company up your ###. I wish you all the worst and hope you cease to exist in the near future. Im sure this is just the start of a long line of enraging experiences you will force clients into. You are a company not a stall in a flea market. Don't pester clients with bull#### like this like we are brain dead tourists here to enrich you. My word you should sponsor the anc, you have so much in common! Thank you and have a nice life u parasites.

To whom it may concern.

Both my partner and myself have been life long vodacom clients and recently my partner went to Kolonade vodacom for a dongle and data deal. Unfortunately the sales person did not properly explain it and the deal was misleading. He understood that the dongle will recieve 10gigs data a month but after the debit order went off and only 5 gigs came in we realised we did not get the offer we wanted.

Please assist us in having this deal cancelled for number [protected] with immediate effect. We will pay the amount of data that we used but we cannot afford this amount monthly for 5gigs of data. Please urgently advise when we can bring the dongle back to the branch but in the meantime disconnect the sim immediately.

Hoping to hear from you soon.

Regards Cherise Pienaar

Names dealt with: Nombulelo, Zanele, Lindeni(Girl), Mampho(Supervior from another department)
Hipersia - Manager of Lindeni- supposed to call at 14:00 and has not done so yet.

I am typing this email with me terminating the call at 51 minutes and 10 seconds with no resolution.

I requested to speak to a senior or higher management but was told they are in a "stats" meeting which is of no use to me.

I was told i cannot do an upgrade yet my due date 3months prior is this month January.

Spoke to all the consultants above and none were able to assist me. Spoke to a "supervior" advising me that she will transfer my call yet she put me through the normal customer care line again. Yet i told her i have been authenticated so many times.

Amoung everything else i am the main account holder yet my secondary number is receiving smses for me.

Please take this as a formal complaint. I expect a call back urgently.

[protected]
Kirana Naidoo

My husband took out a contract, that included a furby device, the problem with thia is that the furby just stopped working after 2 weeks, so we went to the canal walk branch where we had to wait for 20 min for assistance as we were directed to a table with no one to helo, eventually after getting fed up with waiting I asked a Manager called Omar Abrahams to assist, so we then found out that we were the first cusomers to return this and that they did not know what to do, so eventually after phoning around he hot details of the furby reps and they did not pic up, we were send on our way with a promise that he will phone us that same evening or the next day and yet we are still to receive a call after two days, my concern ia that end month the debit order will go off and we will still sit with a broken device and a nagging child asking us where his furby is I am really hoping someone will assist, as I dont mind complaining daily

There was an extra billing item that states content services. I phone Vodacom and ask what this item I'm billed for is. They said it was a WAPS subscription service called Phonecrystal. Nobody can assist me regarding this matter and said It's my problem and must phone Phonecrystal myself to find out who subscribed to the services, but the number they gave me doesn't exists. The thing is this is a data contract only and the sim card is placed in the router. I almost never look at the sms's send to that number. On the 2 of October "someone" subscribe me to that service, I did not received any sms that I replied to for conformation to the subscription. What is even stranger is according to the sms they send on the 2 October the subscription fee is R5 a day. But Vodacom billed me for October R135.12, and according to me R5 a day for 30 days is R150. November the billed R90.07 and December R266.36. Now I do not know what to do?

on Saturday the 7th of January I placed a call to the Vodacom customer service centre via the 111 number to complain about my airtime and data that had mysteriously depleted without warning and I spoke to a consultant by the name of Nomsa who after me explaining my problem just hung up on me, I then placed yet another lengthily call to the Vodacom service centre again to which I was put through to a consultant by the name of Pretty who listened to my problem and after checking on her system told me how my data had depleted due to my internet connection as is the norm with your responses to our data issues these days, I then continued to explain to her how the balance on my phone is totally different to what she was telling me and she started to be rude while giving her responses and went on to tell me how the information I saw on my phone was wrong or I didn't see correctly implying that I had sight issues.
I then continued to tell her how I feel my issue is still not resolved and how I wish to speak to someone higher who could perhaps help me with my problem and she again like the first consultant hung up on me. As a loyal Vodacom customer I feel very mistreated by the level of service I have received from these two consultant namely Nomsa and Pretty, I'm also very dissatisfied with how lately Vodacoms data seems to deplete lately...your prices are high when it comes to data and it does not last either, without warning you find yourself without data or airtime within seconds of recharging.
please look into my complaint and see that no one else gets the level of poor service that I received today.
Stephen Madibane.

My data contract started with correct billing in July 2016 on my 20G + 20G (owl) data of R499 until in November when I was billed R1 959.82. I reported this and got a response on 2 Dec with "once off gesture of goodwill" giving me offering me a discount of R1 256.31. Somehow this money does not reach my account. In Dec R767.91 was billed and already (before my data is finished) I see an "amount to be debited" on 31 Jan for R793.33. I reported these instances and all I get is escalation; my last ref is I-[protected] on 3 Jan 2017.
I never finish my data and Vodacom cannot give me details of my data usage. I will use all avenues to complain and warn future data customers of this scam and to get my money back; please help me with other avenues that I can use.

I am writing this complain with a great disappointment on Vodacom and Huawei. On December last year on the 20th I upgraded my phone with Vodacom to p9 Huawei, which was offered with a 2000 Woolworths voucher. I tried redeeming the voucher with the prompt on the voucher and it gives an email address which doesn't exist. The website address printed on the card also doesn't exist. The consultants at the Vodacom stores also have no idea how to redeem the voucher. Huawei has been consulted by myself, no assist or whatsoever. One of the consultants gave some numbers to contact for some Tlc company there's no answer. Surprisingly Vodacom has been running the special from November and it's also been running till February. How does Vodacom sell something to their customers that doesn't exist? Fake advertising

I'm currently dealing 9well for the last month) with a data dispute - was charged out of bundle rates in error. I have called Vodacom more than 10 times, to complain and raise my query - to which i was promised to receive feedback - i have to date not received one phone call (after being promised on a number of occasions the client service consultant and team leader would make contact. Firstly the service is absolutely shocking, as nobody seems to care about providing a good service (taking pride in what they do or who they work for). Can institutions not learn from other wonderful client service companies (Allan gray, discovery even multichoice).
I would hate to think how many people are invoiced incorrectly and never pick up the mistake!
i know this is waste of time... As nobody will ever attend to this complaint.
D

So what's up with Vodacom not sending out the SMS that warns you when you are depleting data anymore - next thing airtime gone and I have been recharging my data diligently when getting the notifications in the past! Vodacom please advise what you are going to do about this because this is obviously daylight robbery!#DataMustFall#NetworksMustStopBeingSneaky

In December 2016 my account was in arrears with R847.67, wich I did pay on 15/12/2016. On 19/12/16 I received a sms from Vodacom, thanking me for the payment. On 30/12/2016 I received a sms to arrange fot payment, which I did arranged for payment on the 04/01/2017. On 04/01/17 I received a reminder for arranged payment. All of a sudden, my service was suspended. On 04/01/17 I did my payment of R856.00 as arranged and I did email proof of payment through to [protected]@vodacom.co.za When I phoned Vodacom on 0821946 at 11:00, I spoke to Thabiso, whom ask me to fax proof through to [protected] which I did. He said the line will be connected in 1-2 hours. At 14:00 I phoned 0821946 again and spoke to Rea, she also asked me to mail proof again to [protected]@vodacom.co.za and she said that my service will be connected in 1-5 hours. On 05/01/17 I phoned 082111 and spoke to a lady who refused to give her name to me, and who cut my call when I told her that I want to rate the service at the end of the call. Later on I phoned again and then spoke to Karabo, who once again asked me to send proof of payment, which I did, and again I was told that my service will be connected in 1 - 2 hours. At 20:00 I phoned again on 082111 and spoke to Voyo, whom was very kind, and explained to me that there were nothing that he can do although he does see the payment reflecting, but accounts departments working hours is only from 8-5. On 06/01/17, my network was still of... I phoned again at 08:30 and spoke to Solly, who was also very kind and helpfull, he told me that the payments so reflect and that he was talking to his supervisor, which confirmed that the service will be connected in 1-2 hours... At 11:00 still nothing... I went to Vodcom Mokopane, and the asked me to mail proof again, which I did... At the Vodashop, Jackie was very helpful, but could not do anything because the call center agent was not able to help her at all. It is 15:00 and still no network! I am VERY disappointed!

I cancelled a combo contract in August. The consultant only cancelled one device not the whole contract. Been trying for days to sort out this mess then the consultant retentions has the nerve to get irritated and have an attitude when she cannot understand what I am explaining. I'm very disgruntled. This is unnecessary money out my pocket. This is giving Vodacom a very bad name.

I received a call this morning from a lady talking at the speed of white light. Firstly, I could not make out that the call was actually from Vodacom. Secondly, she persisted in speaking to to someone in the "communication channel". I had no idea what she was talking about and the more I said to her that I could not understand what she was saying as she was talking so fast, it made no sense. I was in a shop, being attended to and subsequently ended the call. She immediately called me back to tell me how unprofessional I was, once again talking at the speed of white light, not giving me a chance to say a word. Telling me that I expect professional service from Vodacom.

What I would have liked to tell her was that when you call a client and the client answers the phone, the correct thing to say would be "Good morning, this is ABC calling from Vodacom. Who am I speaking to? I am calling you in connection with...", then she would have had my attention.

I consider this bad customer service. Fortunately I have reached the end of my contract and will be changing to another service provider.