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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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5:04 am EDT

Vodacom upgrade!!! nope!!!

I am extremely unhappy with the service from vodacom. I was informed that I can upgrade my current contract, which I did only to find out I will be charged for 2 handset installations. No where in the online upgrade process did they mention this. What is the whole idea of an upgrade, one can just as well get a new contract. Never the less, this was my last contract with vodacom, I will go to a service provider who correctly communicates terms and conditions, so that this does not happen again.

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Tilly Matilda
, US
Jun 21, 2018 2:47 am EDT

I am so disappointed with Vodacom. I have been a loyal customer for many years and now my loyalty has caused me a lot of grief. Check my profile and it will clearly show you that no sane individual can have 4 active contracts of voda fones. I am a victim of online upgrades, those numerous associate that you give permission to call and offer us ridiculous deals which are nothing but cheating people their hard earned money. I will never know how much you receive from them but it could be substantial seeing that you allow them to misled customer using your name. Now I have to go from pillar to post to locate one of them and( remember I never had a contract with them) it Is Vodacom that gave them my details. When they rip us off, it's own own mess to sort, VODACOM IS NOT THERE. I bet when they pay you your percentage, you pat them on their backs. I was given a number to call, it is a [protected]-if anyone can go through that line, you're truly special. I had to wait the whole 10 minutes to speak to a consultant. There is foul play here, then they give you a customer care e-mail which is non-existent. currently am trying the ombudsman hoping to get help to eradicate this matter .

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3:16 am EDT

Vodacom cell phone airtime

Last year Vodacom overcharged me by R1 900 over a couple of months and could not explain the extra charges on my account. Eventually WASPA sorted it out and I was refunded.
Now it is happening again and I am being charged for products which have not been authorised by me.
Vodacom assured me last year that they would block any unauthorised charges to my account but now these are appearing again.

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2:10 am EDT
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Vodacom claim - cell phone stolen - ombudsman contact details required

Good Morning
My cell phone has been stolen and Thab Mall Vodacom filled in the claim and send it in. The Insurance company phoned and said that we had to pay R300. We agreed. The next day Thaba Mall Vodacom phoned and said we had to pay another additional R400 as the insurance cover is not enough! We said that when we took out the contract they asked if we want insurance and we agreed, now that is not enough. Surely that is not our problem as we did not name an insurance amount to pay. Time is running out and we don't get any real answers from anynody. We are trying to get contact details for the Ombudsman but also to no avail.

Can you please assist us.
HD SCHOLTZ
CELL [protected]

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1:57 pm EDT
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Vodacom upgrade cancellation

I recently phoned to cancel upgrades to two contracts recently after reconsidering my options and decided to rather go instore.
No problem at all! ... or so I was told.
The microsoft office packages which came with the upgrade would be collected and the upgrades reversed.
Two weeks later... no collection and back on the phone... if you have patience to hold the line for more than 10 minutes.
The upgrades were reversed according to the assistant on the phone and I will be able to go to a store to do the instore upgrade.
Got there... open order still showing. Upgrade can't be done... more phone calls from Vodacom to the responsible team. Reply was it will take 24 hrs.
Great! After 24 hrs back to the shop I went. The store manager looked into the issue as I was yet again unable to do the upgrade due to open orders. He sent a mail to get it cancelled.
Today out of the blue I received an email to say my order was processed and out for delivery? Really! I AM TRYING TO CANCEL IT! And again... microsoft office packages were delivered which I refused to take. The others for return still await collection.
Another phone call to try and sort out the mess I was told that they will again log a cancellation - it will take 5 to 7 days. REALLY?

The disconnect between vodacom sales, online departments, stores etc. Is unbelieveable.

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8:46 am EDT

Vodacom outstanding payment

2 months ago I contacted Vodacom regarding a debit order that returned. I explained to them my financial situation and made a payment arrangement to pay the outstanding +/_ R5500 over three months. The consultant I spoke to said that it's fine and he will suspend my debit orders in order for me to make the monthly arranged payment. I had to pay R1768 per month in top of whatever my monthly subscription was. I have been doing this for the past two months owing just one more payment if R1768 plus whatever my subscription is. Now all of a sudden they have suspended my phone line untill payment received and threatening to blacklist me. I was promised emails to confirm arragement wich I am stilk waiting for. All I want is to pay the money I owe them according to the arrangement I made with their consultant. Can someone please help me as I am trying my best and I am meeting my end of the arrangement but now they are going back on it. Hope someone can assist.

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3:55 am EDT

Vodacom unethical behaviour

Vodacom are a bunch of scammers!
I was once a loyal customer of Vodacom until i realised the company scams customers of their hard earned income. I had 2 accounts with Vodacom since 2013, 1 was a cellphone contract and the other a data contract. To my demise i only cancelled the cellphone contract as i still wanted to use the data contract, once it reached 24 months i stopped receiving data so hence i decided to stop the debit orders thinking that they have cancelled my contract. To this day i have not received any formal notification that my account is in default both in my work and personal email. This morning i got a call from some lawyers requesting that i pay R2000 for legal fees and amount due, they even offered me a discount. Thus i called vodacom to ask how much i owe and they said R500. I have emails supporting me in that i tried to reach out to the legal department with no response. I would like to pay the outstanding fee but i will not pay for the lawyers so please contact me so that i can pay and make sure that i don't have to deal with Vodacom ever in my life.

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8:34 am EDT

Vodacom zero to no service after repeated attempts

Around the middle of last year I had a Vodacom agent call me and offer a 'good deal' with regards to my contract, I accepted and as soon as I received the packaged I asked to cancel the 'deal'. The courier came the following day and collected the package.

However, I am still being charged the additional amount to this day after repeated attempts to stop this. I have also asked that my account gets debited every month, it only happened this month!

On my credit reports from the bureaus, it says that I am over 30days behind on my bill, I am completely up to date and have been for a very long time!

Every time I call, I get sent to every department with no resolution or I will get a callback - still waiting.

This isn't the first time I have had shocking service from Vodacom!

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6:59 am EDT

Vodacom handed over to debt collectors due to fraudulent line

25/11/2017: Fraudulent line opened on my name
28/11/2017: Email sent to [protected]@vodacom.co.za
12/12/2017: Received email from [protected]@vodacom.co.za to confrim receipt of email - Investigation started.
Received phone call from to pay outstanding balance
15/12/2017: Sent email to [protected]@vodacom.co.za(Ref: EC-0C54-3J0NCA) to inform them about outstanding amount from fraudulent number. Made payment arrangements for my own account
05/02/2018: Received letter from Forensic departement stating that I have been a fraud victim and that Vodacom has deleted the fraudulent number from my account and issued requests for my account to be credited for all additional charges resulting from the fraudulent activation of this number.
28/02/2018: All contracts with Vodacom cancelled. Final payment of R926.75 was made by me
07/05/2018: Received final demand from Vodacom for outstanding balance on fraudulant number
07/05/2018: Phoned Vodacom Collections to enquire. Agent said I must delete account with Vodacom, which I did on the very same phone call
08/06/2018: Received notification (sms) from Vodacom that I have meen handed over to VVM attorneys for debt collection
08/06/2018: Phoned Vodacom (spoke to Nollo @ 9h51). Nollo said I must phone Forensics department.
08/06/2018: Phone Forencis - they cannot help me. Matter has been resolved. Nothing they can do.
08/06/2018: Phoned Vodacom accounts Dep. (Spoke to Nowanda @ 10h03). She dropped the phone. I phoned again and spoke to Somlabo and Chanté - They said they cannot help me and that I must phone the attorneys.
I phoned VVM [protected] - spoke to Thabiso. Asked me to email all documentation to him [protected]@vvm.co.za and the following day after phoning VVM again emailed it to [protected]@vvm.co.za
14/06/2018: Phoned VVM - no further instructions received from Vodacom (Khulekani)
18/06/2018: Phoned Vodacom (spoke to Phulani and Shalom) they could not help me. Asked Shalom to transfer me to someone that can help me. Agent I spoke to then (wish a had his name) was very unhelpfull and told me the last time I spoke to Vodacom was in September 2017. He said they do not have anything on the system (no invoices etc and will have to retrieve it from VVM)
18/06/2018: Phone VVM and spoke to Tiisetso - No instructions received from Vodacom. There is nothing he can do without instructions from Vodacom.

I truly whish that Vodacom can resolve this as I have spent hours on the phone since November 2017 with NO LIGHT AT THE END OF THIS VERY DARK TUNNEL!

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3:01 pm EDT
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Vodacom online upgrade

Since my contract expired in October 2017, in August or September 2017 I did an online upgrade. Up until August 2017 my account was R193-50 per month. I had a Top-up 200 per second billing. I migrated to a UChoose Flexi 100. Due to a mistake the agent made, since Sept 2017 I was paying R253-49/month. I keep phoning 111 and registering complaints. I have been told that it was a mistake made by the agent. Up until February 2018 I was overcharged and want a full refund. I was also charged Admin fee which I was not supposed tompay since I did an online upgrade.
My phone number is [protected].
If this case doesn't get resolved by the end of June, I will definitely take further action.

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6:28 am EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Vodacom paying for service I did not get: listed on my invoice as blackberry internet service

Since I became a client of yours, coming from Nasua Mobile, I have been billed for Blackberry Internet. As I have not been getting statements monthly as was unaware of this. I have had updates on my contract ever since and it was never brought under my attention that I was paid this monthly fee. I did not have a Blackberry in the time I became your client. Please check you records for this.
I now became aware of this mistake by your offices by phoning your call centre. They have logged a query and I was informed twice already that they will only refund a years amount as a sign of goodwill. This is ridiculous! This was your mistake and now as a "sign of goodwill" I am being given back a years amount?
I demand to be refunded the full amount for the period since I became a client of yours.
I also need to be confirmed in writing that this excess amount will be stopped in future. Please refer to the June statement that still has the amount reflected.
Your urgent attention to this will be appreciated and I need the amount to be refunded into my bank account as soon as possible.
Hope to hear from you soon.

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Update by wilma.groenewald
Jul 24, 2018 10:59 am EDT

I have not received any feedback on my complaint. please respond

Resolved

My complaint was not resolved!! Please respond to my original complaint. I did not get any email from Vodacom. They did not phone me either. The mistake was on Vodacom's side.

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5:06 am EDT
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Vodacom no service

12 days ago my new phone started to show no service.
No problem with device, when I pot another sim in the phone it work just fine.
Since then we had no service, we dit 4 sim swaps, logged many faults.
How long can this continue while we pay, realy very frustrated
This month I have 12 meg data can not use any
Nun op my 800 minutes

Please help
Fault on [protected]
Please call on
[protected]

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12:25 pm EDT

Vodacom unauthorised money taken from my account for unauthorised contract

A year ago about I got a call from a saleslady and sold me a contract for 2G plus a tablet free. Then Vodacom sent me another vodacom phone saying that I also applied for it. I did not and they know it so I sent it back but they still deducted money from my account. I called and asked for my money back but nothing until now. I need Vodacom to pay me back.

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5:17 am EDT
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Vodacom the forfeit of more than 1 gb of data

My prepaid data number is [protected]
on 12/06/2018 I had more than 1 GB data on my 3G card.
When I tried to connect on 13/06/2018 the data was gone.
I am a pensioner and do not have money to throw away.
After 3 visists to your branch at Mall @ Reds it was pointed out to me that the data was forfeited.
I have been using this Vodacom #G card for some time now and try to supplement my poor pension.
Approximately R150 worth of data was wiped from my number.
I feel this daylight robbery and robbing a senior citizen as well.
I would like you to put back the data that was taken.
Will be lodging a complaint with ICASA as well regarding this incident

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2:57 am EDT
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Vodacom data

I've got a 5gig router. Data loaded on 01/06/2018. Finished by 12/06/2018? Went to Vodacom Shelly Centre. The lady had a look and could not find anything on my phone that would take data and said "she think" its back ground updates? Then that should happen every month. My 2 gig coped with it, why not the 5 gig? I do not accet this and want my data back! If the 2 gig last longer and not the 5 gig, then I would like to cancel my 5 gig contract

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2:05 am EDT
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Vodacom upgrades

Arlene SR Woods
7 Welman Avenue
Newclare
2093
Gauteng

14 June 2018

Vodacom Upgrades

RE: Upgrade done and processed onto wrong number - Account QV353493

• At 8am on 7th March 2018, I completed an upgrade request online to upgrade my LG G4 on line # [protected] to a Samsung S9



• By the following day the delivery was done. I do not have a copy of the delivery note on hand, but assumed all was in order as the number [protected] was stated on the delivery note
• On Friday the 30th March I purchased 1gig of data for my HomeWiFi line, [protected] and when I tried to use it on Saturday 31st March it had no balance. I immediately called the Vodacom customer service, and after been transferred from one department to another it was established that the upgrade which should have been done on line [protected] was processed on my Homewifi line [protected]. I eventually spoke to a man TREVIT who said he was the call centre manager at the upgrades online department. He explained that as it was the weekend, and the Monday would be a holiday, he would contact me on Tuesday 3rd April to rectify the situation.
• I heard nothing from Trevit and called again on Thursday 5th April, he said he was working on the problem and again promised to get back to me.
• With still no reply from Trevit by Monday 9th April I called again, this time requesting to speak to Trevit's manager. This was when I was informed that Trevit was infact not a manager in that department but a callcentre agent. I was put in contact with a woman by the name of Sameera whom I was informed is a supervisor in the online upgrades department.
• Sameera did keep in contact with me for the next week, advising that she was investigating the issue. The last time I heard from her was possibly the 19th April.
• I have been extremely busy at work in April with a systems upgrade and May in preparation for our annual sale. So now is the first time I have had to revisit this gross mistake by the upgrades department.
• According to my calculations the over charge to my account is as follows:

• Another note: sometime between 7th March and End of March I was contacted by a call centre agent to ask if I wanted to upgrade the line [protected]. As I had already received my S9, I declined and said I would contact them when I decided what to upgrade that contract to. I'm sure you will be able to retrieve these records, as the lady did mention the call was recorded.

Please can someone contact me in this regard most urgently.

Kind regards
Arlene Woods
[protected]
[protected]@gmail.com

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12:46 pm EDT

Vodacom online upgraded cell phone not delivered from 31 may 2018

I've upgraded my contract on the 31 May 2018, and I'm still waiting for the delivery of the cellphone. Everytime I contacted Vodacom they always put me through another person or gave me another number to call. Now they say the cellphone parcel does not have a tracking number. That is not my problem. They need to sort there deliveries. I'm still waiting for the cellphone. Im very disappointed with the service they provide

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10:49 am EDT
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Vodacom contract upgrade fee

Good day. I have upgraded my Vodacom contract on the 15-05-2018 . I have upgraded to the Samsung s9 package which was R699. I upgraded in store and the lady have told me that my insurance would be R173.91 which my contract agreement would be R889 nothing more. Vodacom have sent me an invoice with the amount to be debited of R1022.45 and I refuse to pay that because I did not agree to that amount I will NOT pay a cent more than R889. I have phoned Vodacom over 5 times and the account department says that I am paying for a promotional 1 gig data which the data had to be included with the package because it is a promotional package I took, and also I am paying for 2 insurances where I only had to pay for 1. Could someone call me to resolve this before debit date, as if not rectified I will reverse the debit and hand in the phone to the Vodacom store. Await Vodacom speedily reply.
phone number: [protected]
Account number: I3282221-6
kind regards Beanca

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9:30 am EDT

Vodacom internet

On the 8th of may, 2018 Vodacom Canceled my account with no just cause. I Have been calling them every day since then and have not gotten any support/ apology / ETA . I Have been patient and civil when dealing with them and appalled at the level of support and problem solving provided. I require internet to complete my work and it provides the income I need to live. I Have been with Vodacom for 15 years and I have finally had enough.

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7:31 am EDT
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Vodacom cancellation of contract

I had placed requested a cancellation on the 4th of June and had to pay in an amount of R1750 and was told that as soon as I make payment and mail proof of payment they will cancel the contract immediately.

I did the transfers the same day and forwarded proof of payment. A week later and nothing. I explained to them the urgency of cancelling that number and the situation I was in and was adviced the police to cancel the number.

I called them today the 13th and was told that nothing was done and that the contract is still active. I was told that in 24hrs will it be cancelled, which is annoying because it should have been done last week.

This is totally unaceptable I doubt anything will be done about it or even a response to this complaint.

Annoyed and dissapointed

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3:33 am EDT

Vodacom pricing

I went into the shop for an upgrade, the salesman that helped me gave me a quote on what I wanted and when I went back the next day the quote was different, he told me I had to pay r150 handling fee which I was quite happy to pay and asked if there were anymore charges, when I went the following day as I said he then told me I had to pay an extra r160 which I then said I would not pay
But I have signed the contract now but am not certain to why I got two different routes

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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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