Vodacom
reviews and complaints

Hi,

I want to submit an URGENT complaint!

I have been having endless problems with my Blackberry Priv taken out on contract and is still on contract. I decided to eventually take it in to N1 City's Vodacom to have it repaired. When I went to the store, a gentleman by the name of Sven wouldn't even allow me to enter the store and asked what I wanted. I said I have my ID and would like to give my phone in for repairs. Its a contract phone. He said I would need to come back with my ID and my cellphone box. The next day I returned with both of what he requested and a lady helped me. I gave her my box and she asked me why I'm bringing my box as its not needed, only my ID is needed. I asked her WHAT! I was told to bring this before I could be helped! She said sorry its not needed and finally helped me. Thank goodness!

She has mentioned to me this will take about 7-14 days. I was fine with this and left. The second week I phoned and asked if it arrived and guess who answered. Sven! Poor customer service! Poor! I asked if he could check if my phone arrived and requested my IMEI number. I said I do not have that on hand but I mentioned I have my name, surname, cell phone number and ID number. He said no he will need the IMEI number. I said okay fine, I will go look for it and held onto the line at my request. I told him I am still looking for it and he said okay, just give me you name and number. What! Really? It seems like he dodges any sort of work that needs to be done . He sounds like a lazy employee! I went into the store the next week and asked if my phone arrived they checked the system and says its in the store. When they went to the back. Guess what? No phone! They tell Mr to wait for the guy to deliver their phones. They asked me to wait an hour! I waited and guess what. Still no phone! The driver never ever brought my phone!

This is going on for almost a month that I do not have a phone but paying a monthly installment of R360! Its no joke. I need my phone or if you not able to provide me with my phone. I want a new phone!The same brand and type of phone! This is wrong. This is not on guys!

Get back to me with a solution and what will happen with a fee I'm paying but no phone on hand. I want answers!

ID number [protected]
Dominique Clarissa Morland

As far as I'm concerned I waited till midnight to get a a good deal for black Friday but yet again Vodacom disappointed me false information provided as a screenshot.

I spoke to 3 webchat agents who promised to call but received none I finally get through to an agent who tells me there is no stock.

So what was the point of giving my details to something I could not get when it was available I await some type of response as the email your agent provided me is out of service or not available.

Your customer service is unhelpful.

Kind regards
Suroor Solomon

I took out a data contract at tthe end of Sept 2017.

60GB per month at x amount.
30GB Anytime Data and 30GB night owl data.

The 1st month went perfect.
The 60gb was loaded for the month of September 2017, no hassles. I was so impressed. But should have listened to ppl warning me NOT to sign a contract with vodacom.

in my 2nd month, On 01 November 2017, i only received half my data, which was 30gb.

After weeks of hassles, i was told that the missing 30 gb nightowl data has been loaded and the replaced the anytime data from the off peak data as per my usage report.

I have since logged online to check if the missing data has been loaded, and no suprise - it hasnt been loaded. Im still missing 30gb.

The app wont even reflect any data balance, which is why im forced to login online.

I have been escalating my issue for weeks, with no results. 24 days into the month and still, the account has not been sorted out.

But come month end and vodacom will debit my account sagerly, wigh no errors. They good at taking our money while stealing half our data.

Thisbisnt rocket science, so why on earth can they not fix this error and my data as per our signed contract?

Whats so damn difficult? LEADING service provider my [censor].

Just fix it [censored] !

I swear i wkll block the debit since vodaco is in breach of contract and i will lodge a formal comllaint with NCC and take legal action against vodacom

Reference 003S-SCR4
Reference [protected]

The morning of 23 November 2017 my husband went and collected my cellphone upgrade (LG K10)at the Brooklyn Mall Vodacom. Less than 6 hours later I arrived home after work and opened the box etc, only to find that the copper pins that read the sim card were all bent on this brand new LG phone. My husband immediately took it back to the Brooklyn Mall Vodacom to get an exchange and was accused by "Welcome Buda and Manager" of damaging the phone and trying to give it back. They refused out right and insisted on sending it to their technicians to fix. This is then not considered a new phone, I opened a brand new sealed item and found it to be damaged. I am now forced to pay for a phone that is not new or in working condition as I am now no longer allowed to cancel my subscription with Vodacom as I have already received my upgrade!
Vodacom Brooklyn Mall consultants are rude, unfriendly, disrespectful and couldn't care less about their clients.

Good Day,

I am highly irate at the level of service and lies provided to me by Vodacom.
Yesterday, I purchased 55MB. I have uncapped Wi-Fi at home and I have Wi-Fi at work as I work for a mobile company.

The reason I monitor the use of my data is because there was an incident whereby I loaded 100MB of data in the morning at 7am. I left my house, drove down the road (less than 2 minutes) and I received a notification that my data bundle had been depleted without me even using the phone. I called Vodacom - the reason given was that "I was on the internet" - absolutely impossible as my phone was locked and I do not use my phone while driving. And it is absolutely impossible and illogical for 100MB to disappear in 2 minutes - even if you watching a video on YouTube - it'll never take that amount of data. For the incorrect reason given by Vodacom, I was refunded with 1GB data.

Second incident - I loaded 250MB data - while at home on the Wi-Fi I received a notification - data depleted within 2 hours. I contacted Vodacom and again they said "the Internet" and I indicated I was on the Wi-Fi. Vodacom reimbursed me with 500MB data. The consultant indicated that I must put my mobile data off so that Vodacom does not use my data OVER AND ABOVE the fact that I am on the Wi-Fi.

Ever since then I keep my data off and only use it for essential Applications like WhatsApp, Google Maps. And I do regular balance check-ups over and above the sms notifications.

Yesterday, I loaded 55MB data. At work I am on the Wi-Fi. I was in a meeting from 8am until 12pm - I did not unlock my phone until after the meeting. I went onto WhatsApp ONLY, and it showed "connecting". I immediately checked my data and it was 0.00MB and my airtime of R9.00 was taken too. I called Vodacom and they said they had to investigate. Not one single notification came through to my phone. And no answer was given as to where the 55MB had gone to.
Ref: [protected] - 12:08 [21 Nov 2017]

Today, 30MB of data disappeared within an hour. It was loaded at 15:15. I went onto WhatsApp to send one single message. At 16h20 when I accessed my phone again 30MB was gone. Again, not one single notification came through to my phone. Call to Bernard - he said I was on an Application called Apple Push - there is no such application on an iPhone and it's impossible to be on an Application when my phone is locked. They indicated they investigating.
Ref: [protected] - 14:20 [22 Nov 2017]

I called back to find out what happened to my 55MB data and 30MB. Zanele had then CHANGED the story to say I was on the Internet. I asked to speak to a Supervisor and Neo said to me that he's not going to escalate the query because it shows I was on the Internet - which again is a lie. He then said, there are background Applications updating - he was basically just throwing different scenarios up in the air and hoping one would stick. From PREVIOUS BAD EXPERIENCE I know to keep my data off and there are no background updates - as I have Wi-Fi there is no need for me to use endless amounts of data - which is why I knew 55MB would last me until my top-up on the 1st of the month.
Team Leader
Neo Padisho

Consultant
Zanele Kume

Ref:[protected] - 21:04 [22 Nov 2017]

So I have received 3 different LIES from Vodacom. Apple Push, Internet and Background Apps updating. I know how I set my phone up and I was not using my device so there's NO REASON for data to disappear! The very fact that I need to constantly watch my data from Vodacom taking my data is ALARMING.

I am not satisfied with Neo at all. He refuses to answer my questions. Nobody can give me an honest answer at Vodacom and I am tired of hearing all the lies.

Due to the first two experiences of Vodacom taking my data and lying about me using the Internet - I am not accepting Neo's, Zanele's or Bernard's responses. As they are all not corresponding. And from previous experience of my data been taken away without me even using my phone. Vodacom cannot keep taking my data and lying to me about it.

Awaiting your response.

Thank you.

I phoned the call centre on 27/10/2017 - said I have to phone back on the 3/11/2017 as then my statement closes
phoned back the nr 0821946 they have given me - spoken to lady - said to her that I dont want telephones to be blocked this is why I make this payment arrangement - got ref nr 1/[protected]
I kept on receiving telephone calls during the month from vodacom= I did not understand - I phoned once again this nr - lady said that there is an arrangement in place for 25/11/2017 I can just ignore calls this is done by the system
now yesterday 23/11 my phone is blocked - phoned call centre 082111 yesterday evening - no one can assist had to waite until morning 08;00 to unblock - now lady sibongesi says cant unblock first the payment!? I have an arrangement until 25/11?
says that in future I cant logg a call through customer care as service request? I explained my situation why was I not assisted in the correct mannor? my I have to pay additional fees per tel number to get unblocked? now my profile will read I did not keep to promise to pay?

I am due foe upgrade I requested in september already the Vodacom Smart V8 smartphone there was no stock I am now due on another contract for uograde I still want that phone its advertised in the latest Vodacom lets talk magazine and offers and guess what still no stock how can u advertise a deal and dont have the phone like a car dealership advertising bmw and only having nissan stock please advise on yhis as soon as possible Bronwyn [protected]

I have recently migrated from contract to prepaid. Migration was not fully explained by call center agent Sifiso (retentions) department from vodacom. I phoned vodacom to complain and was advised that Sifiso and his team leader would resolve my issue and I would get a call back... None of this happened. I have since then phoned the vodacom call center and it has been over 48 hours turn around time to resolve my issue. I have posted on the vodacom facebook page and nothing... I have rated calls but no one gets back to me. I cannot use my phone for Internet purposes let alone maps... My calls have been escalated but still no resolution, let alone a phone call. I am utterly disgusted with the poor level of service delivery from vodacom in this regard.

Over and above the complain logged with Vodacom, I cannot receive call? Whats the purpose of being with your network if we are disrespected like this and no one gets back to me?

this is disgusting service...

Refer ticket no [protected] supplied to me on 20 Nov 2017 by Randall Caimcross re obtaining a booster to enhance cell reception.
Telkom cables were stolen - therefore no alarm system. Cannot use cell phone in home as there is no cell signal.
I have informed Vodacom that I do not have cell reception. However they persist in sending sms msges re missed calls to my cellphone. Please call on satelite number provided or email address given to Mr Caimcross.
Many thanks.
Christa Starke

I cancelled my contract with MTN and went over to vodacom. Dudu helped me at narrowed branch and said it will take 24 to 48 hours for the sim to be activated. (I only took a sim contract) after a few smses to Dudu with no help or reply, i went in to the shop after 10 days to cancel the vodacom contract because of no service at all. She went to the back and after a while came back with a guy. He said, "good and you." I said i am not good and unhappy because of the bad service after 10 days. I said you people (i did not know his name because he was not intreduse to me and he did not hava a name tag) he rudely interupted me and said husly "i am not youre people!" I said you are family of vodacom and you are one of them. He said i am not there family.
He turn around and walked away talking to himself. Dudu followed and after a long time came back and start talking to other people. When i said i cant sit there the whole day, she said o you can go i dont need anything from you and it will take 3 to 4 days for cancelling. I had to go to another branch after 12 days to get my phone to work again.
I do get smses say that my account is in arrears with R435 for the past month.
The customer call centre is no help at all and dont do anything about it.

From: ceri klue
Sent: 22 November 2017 12:39 PM
To: 'Patricia.[protected]@vcontractor.co.za'
Subject: FW: URGENT REQUEST I3807130-2 P FERREIRA PAYMENT

To Whom It may Concern!

Background of the matter:
The aforementioned account is used throughout Southern Africa.
The person using the Vodacom cell phone numbers attached to this contract is employed by our company …..solely contracted to the Oil Companies (BP, ENGEN, SHELL, CALTEX)
PLEASE NOTE THAT THIS IS THE FIRST TIME THE LINE WAS CUT.

My Urgency and Argument:
Not once …..was the client contacted to ask if debit order can be re- debited or deducted on a different date.
(these guys are away for months at a time doing large projects)
The line was just restricted.
Full amount due was paid nearly 35 hours ago already
Please be so kind as to sort any communication issues within your branch as this matter is of a serious nature and can adversely affect future business.
Monies was in account for debit about an hour after actual debit was actioned.

Conclusion:
Please be so kind as to re-instate communication to aforementioned account holder and check your track records before instating action on your good customers.
Communicate and all can be sorted with immediate attention.
Alternatively we will advise our contractors to join another network that may have better communication skills.

Yours Faithfully

Ceo
C. Klue

Here is a copy of the e-mail I've send to Vodacom direct complaints. How can I pay for service if I can't even use the service/phone. The e-mail explains it all.

To whom it may concern.

I am one of a million of your unhappy clients at the moment. I recently upgraded Online. I upgrade online since I can not get to any vodacom shop since I do not have transport. (My car was stolen. Case number 08/10/2017 Buffelshoek SAPS), just in case you think I'm just using this as an excuse.

Right, so I upgraded. I received my phone. Whoopy, they did not send me a nano sim card for the phone. So here I go. Call vodacom, Yes mam, sure we'll send it to you, sorry for the inconvenience, you should receive it within 7 days. Now I sit and wonder (following day). I have not received any sms to confirm that this sim card is on its way like they said. So call vodacom again. "Yes mam, let me just check and make sure (check) "Hello mam, yes it is confirmed you should receive the sim card within 7 days. And yes mam, you should not call us again before next week Tuesday if there is a problem.

So now I waited 7 days. Right 7 days passed, no delivery of sim card. Phone enquire, "Yes mam, sure just hold on I will put you through to Kelly. Sorry mam I don't know why she does not answer, the phone rang and she picked up but she put it down and we can hear her, but she is not talking to us. Hold. Got cut off.

Now this really P's me off a lot already. So phone Vodacom again. "Yes mam sure just hold the line let me check for you. Mam it says here that you should go to your nearest Vodacom Shop to purchase a sim card and we will refund you. "Whaaattt! That's not what they said. How the hell must I get to a shop if I have no transport. Why lie to me and say it is being send and I will receive it within 7 days if they weren't sending it"

Luckily Amanda said she would put it in her request and tell them about transport problem etc, it will be send to the back office and they will take it from there.

So now you see, this is all Amanda could do regarding her part of the job. It all depends on back office now if I would get a sim card so I can use my phone.

Now I want to tell you, THIS IS UNACCEPTABLE. We make our purchases online for a reason and mainly because we can't get to a shop nearby.

This is not the first problem I have with Vodacom. Your services are really dunking. I filed a complaint previously and after I just let it go. A year and a half later someone contacted me, (I have forgotten about the issue since I'm screwed anyway, nothing I can do about it), yes mam we just wanted to tell you that we will look into the matter. 6 Months later, yes mam, we just following up on your complaint. 6 months thereafter, someone contacted and came to see to my problem.

So now I want to know if this matter/complaint is going to take another 6 months or 2 and a half years to be exact, before it will be resolved or taken care of.

I am waiting for a very urgent report back to me in 24 hours, since that is the amount of time that businesses have to look into their e-mail complaints.

I am really really very disappointed in Vodacom. I have never since I had my first contract even thought about any other network since Vodacom has always been the best, but unfortunately I can not say the same anymore.

I trust this issue will be looked into ASAP and am waiting for your reply.

Regards
[protected] C. Maritz (p/a RA Pretorius)

Today, 21 November 2017, at 19h06pm, there has been no network connection to my Samsung Note 8. I called the customer care line, and it is pathetic the calibre of employee's that Vodacom employee, they cannot speak, it seems that staff is partying instead of assisting customers. Staff cannot pronounce words properly, they accented and should not be in the call center.
secondly, no one could assist me. I am a single female that does a lot of travelling and i live alone, i need my phone operational all the time.
I am told by the agent Sifiso that he cannot help me as my account is with collections, i asked for an explanation that he could give me as to why this account is at collections.
The collections department works from 8am -5pm, how does this help customers?
i am extremely irrate at this moment as Vodacom has dropped it standards to become the worst network ever.
Every day around 7pm, I have this network problem and i keep rebooting my phone thinking it is a problem.
i would want someone to explain this to me as to why my account is with collections and what does this mean as staff in the contact centre is not knowledgeable to assist.
I am now ready to port my number as i have had too many incidents now with vodacom. Vodacom has become the worst service provider in telecoms.
In an emergency, i need my phone, must i wait till 8am to have this rectified when this is not my fault and now i am inconvenienced by someone's stupidity.
does Vodacom even care about their customers? I don't think so, its all about them making money, whilst customers are inconvenienced.
if our accounts are not paid, then that is a problem and we end up paying more and handed over to be credit listed, but when Vodacom F...up, customers have to accept this and stay quiet. I don't think so.
Being the useless giant that they are, they need to take other factors into consideration.

I loaded airtime (21/11/2017) loaded data the same time... When my data was finished I didnt get a sms saying my dada is finish... so when I was on the internet, thinking I have data, all my airtime got finished... Vodacom is really a money waster and time waster... Vodacom is to expensive and it snot the first time this has happened, Cell c here I come!

I have made an upgrade of an LG Q6 cellphone on the 24th of September 2017 from Vodacom (Quatation No. [protected]); (ID [protected]) and kindly resolve the change of bills on my invoice because the bill of R520.72 that Cellsure/ Vodacom increased on my invoice which differs to the one I agreed to pay on my contract is absolutely ridiculous and abusing my right as a consumer to be informed of any changes and breach of contract/ agreement. Also take note I am not willing to pay ANY AMOUNT other than the one I have agreed to and signed for on my contract which is R473.49 FOR TWENTY FOUR MONTHS and this is not the first time I have lodged a dispute with this problem and no one took any action. If someone does not resolve this issue and correct my bills before the debt order is made on my account, I am hereby giving you notice that I am going to escalate this matter with every corner of legal action and consumer protection.

To whom it may concern;
Yesterday i have experienced the worst internet/connection service from vodacom in Douglas in the Northern cape area. This wasn't the first time, but certainly the longest time. Family and friends were concerned and drove from other cities to ensure that im okay, no one could get hold of me. Also the loss of data is unacceptable, thinking of going over to another service provider
Regards
Juan Jankowitz

I have cancelled a few contracts prematurely and have paid the penalty on the 7th August that was almost R60 000. but still you bill me for the accounts cancelled every month. Every time I phone you say you will phone me back but never do. Customer service will not transfer me to a supervisor nor to some one that will be able to assist.

I have had enough of this pathetic service.
Could someone please sort this out for me.

To whom it may concern,

I have received the November 2017 fibre statement for our new account from Vodacom and it needs to be corrected.

Vodacom has ignored my request and no communication has been received.

Please contact for the legal letter, emails, and the Vodacom statement. See below 3 issues that need to be corrected by Vodacom:
1. Monthly fee:
You will notice that the monthly fee is R876.32 however on the 21 July 2017 you stated, "Customers who have signed 24-month contracts with Evotel will see out the remainder of the contract term before being taken over by Vodacom." This was reconfirmed on the 28th of July by VODACOM REPRESENTATIVE 1, "For existing Evotel 24 Month Contract clients - Vodacom will honour the remainder of that contract. When your Evotel 24-Month Contract lapses you will then have to choose a Vodacom Fibre Broadband price plan available at the time." And again this was confirmed on the 31st of July by VODACOM REPRESENTATIVE 2, " Yes, Nothing will change up until your 24-month contract lapses, we just you to fill in your details on the application form in order for Vodacom to load you in our system to honour your evotel contract."
Due to these confirmations, my account must be correct to the original amount of R674 p.m. Correct this monthly fee or I will seek a legal opinion. Should you require the emails/confirmations please advise and these will be sent through to you.

2. Address:
The second issue is the address that is reflected in the statement. My FICA was sent through on the 10th of August 2017 and receipt was confirmed by you on the 10th of August 2017 at 3:18pm. Please correct the address.

3. Discount:
Then the discount of 40% for November must be on my original amount of R674 and not R876.32, as it was indicated that the discount will come off my monthly fee. And since Vodacom is honouring the contract from EvoTel this discount must be on the R674. Correct the November fee to R404.40.

If the above is not corrected or I have not received communication by close of business on Monday the 13th of November, I will seek legal opinions and begin drafting the social media campaign.

Vodacom has ignored me and has not contacted me at all. Please advise how to proceed.

Let it be known that on sunday, the 19th nov '17, at +- 15h45, we (Luke kellerman who wanted to buy me a iphone se) received such arrogant customer service from the two consultants on duty at cellucity, tygervalley. Unfortunately, I do not have their names. Only the name of marcus, who assisted us initially with the contract the day before. He already left when we came the sunday to finalise the contract. When the consultant was asked to assist to simply set up the phone for me, we were told about the r150 set up costs! Really... For a brand new contract phone? Not a fault report or aftercare service, but a brand new, just purchased phone? Really vodacom / cellucity?! We left as my son believed we will get better service somewhere else. He is convinced, that if the initial consultant, marcus was there, he would've done it as a part of customer service. No setting up of whatsapp, fb, emails, etc. Just make sure the correct pins are being used to simply set up the iphone for me, a very new iphone user. The consultant refered to his commission and the other consultant rudely, without consideration for the customer is was busy with or the other customers in the shop raised his voice to reinforce this r150 rule and support his other colleague... Really cellucity / vodacom?! There was a time when I had great admiration for you. Hence, my current 3 x contracts with you for my three sons! Check it out, nolene kellerman, id [protected]! Definately, my last! We went to cellucity, century city where we received such wonderful service, eventhough your guys at tygervalley did'nt want to change the "store id" on their side as riaan from century phoned them and asked them decently to do, to make the process easier... Out of spitefulness they cancelled everything after the call from your century city's branch. A good repremand with some discipline and an apology will be surfice and appreciated. May their customer service behaviour improve drastically for your business sake!

I made a payment on the 1 October 2017 for the amount R284.00 for my September account. I have email my proof of payment on the 24/10/2017 to confirm payment was made as per the Subscription collection dept.

To this date the payment is not cleared .. I made several telephone call and spoke to Nicole Abrahams, Vuyolwethu Jack (Supervisior)and today I spoke to Dikeledi sekeena (20/11/2017) to allocate my payment. Everytime I call to allocate my payment from October they say it will take 7 working days and nothing has been done.

THE PAYMENT IS ALLOCATED TO account no [protected] WHICH IS INCORRECT. THIS ACCOUNT SHOULD BE CLOSED.. it belongs to my Ex MY HUSBANDS).

PAYMENT SHOULD BE ALLOCATED TO INV no [protected] WHICH IS CORRECT ACCOUNT (THIS IS G. MUDLEY ACCOUNT). This transfer of ownership was done in February 2017. I don't understand why my ex husband account is still opened.

I am extremely frustrated with the service I have been receiving from Vodacom. Nobody competed to allocate my payment. I cannot wait for this contract to be over. Vodacom service is disgusting.

Please sort out