Vodacom
reviews and complaints

I phoned vodacom on the 9/10/2017 at 15h45 regarding my cell phone that is disconnected.The lady of vodacom ( Mapola) said to me that I am in the rears with my vodacom account. I said to her that I did pay my account on the 25th of September 2017 ( R1000). She said that was not the right amount and that is way my account is suspended.
I try to explain to her that I did not know I was in the areas but she did not gave me a change to talk . Every time I want to speak to her she rudely interrupted me .
I have 2 complaints namely : the way the vodacom lady talk to a client . This is unprofessional and she make me if I am the victim.
The other complain is ... I was not phoned to say I am in the rears. Surely I would have paved the outstanding amount if I knew I was in the rear. I wish my phone to be reactivated for the month of October . I have a business to run . But I promise to pay the outstanding amount as well the amount due for October 2017 .

I have visited your Beacon Bay in East London twice in the last week. Once to make a payment, which I was told that I could not do, and today to perform a sim swap. I was told by the staff there that the entire country's network was down and that they were unable to help me. I have since then phoned the call centre that helped rectify my account and lodged a requested to perform a sim swap.

On the 25th September I got a message that my phone was due for a upgrade. I was pleased and thought it would be nice to update y contact and get a new phone

This is where the nightmare started. The upgrade department was not helpful at all. What a struggle. After 3 days of struggling to get through to them and to find someone to help me I finally get this done with the help of Kgomotse Thema who send me a mail that I can get hold her if there is a problem and apologizes for my experience and promises to resolve everything and offers me 2GIG data free for 24 months to make up for it and a additional 5 GIG a month for the next 3 months

I am happy and glad this finally resolved. Then I get the phones delivered which was a s8 and J5 Prime which are free on the Red Premium Package. This delivery too was a nightmare as I was promised it the next day and then it took a week to get it.

When I received it there was a little booklet in there which I though was just a advert and threw it away

Today I get my bill and I have been billed for that booklet called Top Dog Educational and for the J5 prime phone. When I go on to the Vodacom app on my phone I am being billed another R600 a month for my S8. Is just billing and taking money not called theft? What if I needed that cash or if that billing causes other debit orders to be sent back?

Now comes the inconvenience again. I emailed my contact Kgomotse Thema on the 09/10/2017 to complain and get help with no response. I then emailed again on the morning of the 10/10/2017 and then again in the same afternoon. Still no response. So I call in to complain and get it rectified, only to be told only Upgrades can rectify it and they will log a call which will take 7 to 14 days to resolve. In the meantime I will be billed for all of this

Why is this my problem when they are incompetent and who is paying for my wasted time sorted out their incompetence

Must be nice being a big Corporate like Vodacom that does not have to answer to anyone and can just bill you as they please and resolve it when they feel like it and not worry about your time and the cost there of to correct their incompetence

You cannot speak to anyone that can make a decision and resolve now and keep getting bounced between departments. They don't care if you threaten to leave either as you are so small in the greater scheme of things that if you leave they don't care

So much for Customer Care!

I have had Vodacom contracts for as long as I can remember, I was retrenched from my job in February and had no source of income . I went into a Vodacom outlet to advise and cancelled the debit order . I paid cash every month . When I started the working I re instated the Vodacom debit order and repaid all areas . When I tried to upgrade I was told I cant because my account is in arears . After all the contracts I took out with your company and all the money I spent with you this is how I get treated .

Please ensure that my credit bureau is updated as I have paid up my arears .
I will eventually cancel all contracts with you as they become due for upgrade

I am totally appalled by the pathetic service received from Vodacom, I logged a call on 01 November 2016 regarding the false information received from customer care line 082 111. I provided the full details including the ref numbers, been sending follow up mails ever since I logged the call and nobody bothered to call back or give feedback. Last month I decided to personally take a drive to Vodaworld - Midrand with a hope that the issue will be resolved. I was attended by Pholoso (Technician) I gave him all the details and he promised to revert back within 3 days which he never did. After a week I took my time AGAIN and drove back to Vodaworld customer care on 29 September 2017. I spoke to the same technician who then told me my case was closed and my account handed to the Legal Dept. He called them and requested that I speak with them. I had to spend +1 hour explaining the same thing over and over again. He then promised to revert back within 2/3 days. I have been sending him number of email with no luck. I have never in my dear life dealt with so much NONSENSE! Totally appalling!

As a loyal Vodacom customer for over 10 years, I must say I feel harassed for being called numerous times by Vodacom and VVM Debt Collectors. It all started last week when I received an sms addressed to Mr. X for having an urgent notification. Then I got a call from Vodacom on Friday night (6 October 2017) addressing me as Mr. X. I explained to the lady that I did not know Mr. X and I was definitely not Mrs. X. Although the lady apologized, I received an sms a couple of minutes later still addressing me as Mr. X and telling me that Vodacom has handed over my account to VVM Debt Collectors. On Monday (9 October 2017), I got a missed call from Vodacom. I later got a call from VVM Debt Collectors and I still had to explain that I have been using the number for over 10 years and it never belonged to Mr. X. Vodacom phoned again after 8pm on Monday the 9th and I was already sleeping, so I missed the call.

Does Vodacom not know the number that Mr. X had a contract with? I am on Pre Paid and I do not understand why Vodacom is harassing me like this. Mr. X definitely had a contract with Mr. X, so does Vodacom have no idea of the number that Mr. X was using?

This is so unfair. If you had a contract with Mr. X, why are you making it my problem if you cant get hold of Mr. X.

I hope Vodacom will not block my number. I owe you nothing. I buy my own Airtime.

Please resolve the issue and stop calling me like I owe you something..

Afternoon
I have been a customer for longer than 10 years.I ha e to numbers to be upgraded on 7 and 9 October.
As I want to upgrade online and telephonic.I was not allowed to upgrade to bindle deals.After literally 18 calls I got an answer.I was on old system and therefore I can not benefit for the bundle deal of LG Q 6(which includes accessories)

THIS IS UNACCEPTABLE.If Vodacom does not sort this matter and let me ipgrade for this bundle deal, I will let all know how unfair it is and will for sure cancel all my contracts

okay so, I've always had contracts with Vodacom. I was due for a upgrade in May 2017, so I decided to do it online(looked for an easy option)...anyway I done it and nowhere on the site, it stated it was an open plan contract, until I received the device and my first premium went out as normal, the second month however went sky high and I was really confused as to how this had happened, only to call Vodacom customer "customer care" and be told that my contract is an open plan, so I asked the lady what am I paying for...and she reads out the whole "apparent" list...as frustrated and fuming I was, I kept my cool and spoke to her very calmly, telling her that I need this contract to be prepaid. She then reads out that I have been charged for two devices! like really Vodacom?I mean after all that...debits stopped going out from my account and it automatically became my responsibility to be paying such an amount. The only thing I RECIEVED from Vodacom was invoices that needed to be paid or handed to legal department!...I called in today 09/10/2017 and received such pathetic service once again. I've been pushed around just to find out what's really happening with my account.

I upgraded my 5GB top up data line to a 30GB top up on the 20th of September. After my wifi not working for the last few days, I received an sms that my upgrade has been processed today (9th of October). Needless to say, I did not receive the data I had signed for and according to the consultant that assisted me it is not his problem, according to him I am lucky that he phoned to reopen the deal and he doesn't understand why I am upset as he did do the upgrade now and I am lucky that he arranged to still get it at the initial price that I had signed for 2 weeks ago! I also asked if this is how they respond to all their customers that upgrades they did not process, his response was "yes, all customers that act like children get this treatment". I have more than 10 lines with Vodacom that I will be cancelling very soon!. This is unacceptable

I called today enquiry about my blocked line we have paid still not unblocked I spoke to the agent then asked to speak to the supervisor then he ddnt help me he even hung the call in my ear! I called 09 October 2017 at 08:35am. My line has been blocked from Friday I missed an important meeting all details where on the phone I was stranded couldn't call to get directions to go to my appointment because no one told or ended that the account is in arreears. I am waiting on them to resolve this issue for xolile a supervisor to hang up on a customer is rediculous and disappointing. I will be leaving vodacom because of the rubbish I received from them

On the 2nd of October I received a message stating that I need to pay my account as my line will be blocked, I immediately phoned Vodacom and the consultant advised me that my debit order has been canceled and I need to pay via EFT, I did exactly that and the debit order went off that night. Phoned the next day and was promised a refund of the amount I did the EFT for. This morning when I checked up on the progress I was advised that they won't be paying the full amount as they already took it for the next payment thats due at the end of the month? It was not theirs to take to start off with! I have a set out budget and due to go on Holiday with R3200 less than I started with. Now nobody wants to assist. Canceling all my lines!

I am currently unable to access the *111# menu and both my data and airtime disappeared. This is the 3rd time this has happened and I'm really getting irritated with this situation. R160 worth of airtime and 500mb data is quite a substantial amount to just vanish and please don't tell me that I used it all because I've been using wifi during the time my data just disappeared. I really hope this problem is resolved and I'll be reimbursed because this is totally unacceptable

Hi there Vodacom. I wonder if you could direct me to the correct channel to follow regarding the following:

On Wednesday 20 September I did an upgrade of an existing account and received the new phone which came with the upgrade. By Saturday morning 23 September the phone had restarted numerous times, the OS kept crashing and at a point it wasn't able to get passed the loading logo after one of the automatic restarts of the phone. I immediately took it back to the Cell U City store where I got it in accordance with your 7 day OBF policy. They booked it in and sent it to you for reviewing.

On Friday evening 29 September I got the phone back stating that it just needed a software update. On Saturday morning 30 September I setup the phone again and started using it. By Sunday night, 1 October the phone had rebooted 28 times and various apps including the OS continued to crash intermittently.

On Monday morning 2 October I immediately returned it to Cell U City who took me directly to a Vodacom store around the corner where they then handed the problem over to them. The phone was again booked in and I was told that it again will be looked at and this could take 2-3 days.

On Wednesday 4 October I received a text stating that the phone was received by the advanced repair centre and was being assessed and this could take another 5-7 days. Job number: [protected]

Now my questions / statements are as follows:

1. Why are you not complying with your own warranty policy in relation to OBF which states, and I quote:

"OBF terms and conditions:

i. Items must be returned within 7 (seven) calendar days from the date of purchase that is printed on the official invoice (proof of purchase).

ii. The original invoice (proof of purchase) as received at the point of sale must be supplied.

iii. All devices must be assessed by a Vodacom Repairs technician for any faults reported by the client before being exchanged. This assessment may take up to 7 (seven) calendar days. (Timeframe may be influenced by location, courier delays and/or public holidays).

iv. Devices that meet the OBF criteria but are faulty due to software issues (incorrect version of software) and that can be resolved by way of a software upgrade are not considered OBF at this stage in the OBF resolution process.

– A software upgrade will be performed free of charge in an attempt to resolve the fault.

– Should this software upgrade fail to resolve the fault, and the device renders faulty within 7 (seven) days of the software upgrade and/or still within a 14 (fourteen) calendar day period from date of purchase/delivery, the device will be approved as an OBF"

Available to view at: http://www.vodacom.co.za/vodacom/terms/device-warranty-terms-and-conditions

2. Of the 16 days thus far, I have had it for 5 and you for 11. Does this mean Vodacom has put my billing for this device on hold and will not be billing me for a device I don't have?

3. Why would you choose to frustrate your clients by sending them from pillar to post?

4. It seems your front end staff are not up to speed with your policies as when I pointed out that I was expecting a replacement of the faulty device based on your own policy, he informed me there is no such thing.

Nevertheless, I would just like the phone to either be replaced or the contract declared null and void, I'll leave the choice up to you, I'm sure it shouldn't require another 7 days for someone to make that decision.

Whatever you do however, please don't have someone phone me to come and collect that same device as I certainly don't want to be rude to anyone. I have lost faith and trust in that particular device and do not believe that it will not repeat it's problems.

Thanking you in advance.

Robert Kimberger

P.S. I do have video clips as well as screenshots of all the errors as they occurred which nobody at Vodacom wanted in order to accompany their review of assessing the fault.

I received a message 3 weeks ago stating that my order was in progress. I called Vodacom and eventually I got an answer to my call. I was told that Vodacom is changing my contract to a new contract. I told the lady that I knew nothing about it and it was not discussed with me and I didt give permission to change my contract.
She told me she will get someone to get back to me. Now I received a message saying that my migration order [protected] for phone number [protected] has been completed.
What I could understand from the lady is that this is a much worse contract that I had.

Please explain to me how you can change my contract without my consent.
I have a number of contracts with Vodacom for years now. I would hate to have to move my contracts to another company. If I am not satisfied with the reply I will have to take legal action and use social media to warn other users about the breach of contract from Vodacom.

I hope to hear soon from you.

Regards

Chris Brits

I've been contacting your office in regard to cancellation of the contract for this number : [protected] for the past two weeks this will be the third week.
I kept on being given promises by your staff members that they will liaise with specific individual I took the contract with to contact me the very same day, however no one has tried contacting me for all this time.
I called again today I'm informed by Wilson that you are offline its Friday you are not working he will contact me in half an hours time, if he doesn't call me I must call Vodacom again.
The above is not acceptable in a service environment it seem as if your staff members are playing hide and sick instead of performing their duties.
I can contacted in either of this numbers [protected]/[protected], with the hope of getting this matter resolved.

Kind Regards

Good afternoon

My contract with Vodacom has been paid off on the 28th of July 2017
Vodacom acc QV290457- cell number in question [protected]
The account was handed over to a laywers but settled, and paid in full letters received.

Vodacom has still a block/blacklist on my device, so I'm not able to use it with antoher supplier. I have visited a Vodacom store to unblock, they referred me to Vodacom Legal department. Legal dapartment say they are unable to unblock and refer me to Customer Care who tell me they are also unable to unblock the phone

I have send several mails but all answer I get is they can't activate my account as it has been deleted. I explained to them I don't need the number back or the account activated, they must just unblock the phone.

This is my last resort to obtain help as I have a phone which I paid off but cannot use it due to Vodacom blocking it

I would really appreciate assistance in getting a solution. if they are unable to unblock my phone I think they need to supply me a new one at least that i can use with a service provider of my choice

Hoping to hear from you soon

Regards
Lynette Kruger
tel: [protected]

Did an online application for a new contract. After the application process an automated message appeared "Thank you for the application, a consultant will be in touch within 24 hours" I do not know how time works at this service provider, but after a week and no feedback I am appalled at the level of pathetic service! Get this sorted out vodacom, easy step one get competent sales people that actually respond to the online applications.

7 April 2017
I0430115-9
On my Vodacom Account, I was told that I sent almost 5500+ sms messages in one afternoon to consecutive numbers.
I have since tried to call a few of these MTN numbers and they are not registered on the MTN network and the others are mail boxes.
I have queried this since the 29/5/2017 with no success, they just give me a reference number and tell me to pay the account or legal action will be taken, they have also suspended my phone several times even though I have never missed a payment in 20+ Years until now.
And I only withheld the payment because I know that the calls were not made by me.
Ref Numbers
[protected];
[protected];
[protected];
[protected];
[protected].
I entered one of the numbers into Google and it came up with this web address http://www.okcaller.com/detail.php?number=0839244224
and on this site the number appears to be linked to a hacker.
I phoned Vodacom again today and told them about the website and I was told that I would have the same response at before and then they gave me your website.

I know that I did not send these messages and would like the account reversed.

Thank you

The last few months the debit order did not go off. One of the consultants said it was an error in the system and told us to pay cash the next payment. Now after paying cash a debit order went off but was reversed because we paid cash. Now R100 was added on the account as arrears. Please explain why! I won't upgrade my account but move to another service provider because of the bad service. Vodacom just have me tired.

I'm really annoyed with the service I get with Vodacom. On 21 September I migrated my contract to another plan ( Smart more data 6Gig plan) that is more for my day to day use. On Saturday 30 September the migration process was suppose to kick in but that didnt happen. So Vodacom then decided to change my plan to a Topup Collection on there own... How do you like that? So from Saturday 30 September we tried to call the call centre and then they just log a call and do not get back to you. On Wednesday 4 October we then went in store to figure out what is going on. The consultant who then helped told us that it will be fixed in the morning (5 October 2017) YEAH RIGHT! Still cannot phone, no data, receive phone calls but from Unknown numbers... etc... etc... etc...! Vodacom doesnt even have answer on why did this happen like it did? Nice Vodacom!