Vodacom
reviews and complaints

I agreed to an purchase of 30GB Huwei 315B modem on a monthly contract for 12 months. The arrangement was by a phone call from the following number [protected] on the 02/11/2018. The monthly charge I was quoted was R349.00/month. The bill which shows R605/month to be paid at the end of November 2018 and not on 31 December 2018 as promised. The conversation was recorded in full. And the figures quoted were entered into a spreadsheet. Took collection on the 09/11/2018. Please cancel with immediate effect and arrange collection of modem. I have 14 days to return. Cell number [protected]. PUK 1733917. I find it extremely alarming that Vodacom distributors are not keeping to their word. Long term this is damaging to the brand. I have 5 contracts with Vodacom and behaviour like this I may need to reconsider my Service Provider.

Collection address: 44 Wagner Way, Sonstraal Heights, Durbanville, 7550

Complaint

I upgraded on 13 October to a Huawei P20 Pro. I tried navigating with Google Maps but instead of navigating it keeps on giving a "searching for GPS" error. On day 3 with the same error I went to Vodacom Gezina to assist me with my settings but the problem remained. The following day I went to Vodacom Waverley to assist but I had the same issue. On Monday 22/10 I reported the issue to Huawei Customer Care. They helped me with settings and logged in remotely in my phone to check that everyting is in order. After 3 people tried different settings they told me to go to the Vodacom shop I purchased the phone from for an exchange as the phone is faulty. On 23 October I went in to Vodacom The Grove to take this matter up with them. First I had a lady helping us by the name of Zoe. She was very helpful and tried her utmost best to help me, but the problem remained. I spent a long time in the store, I was coming in and out testing the GPS and in this entire time I didn't once get a manager coming up to me or to Zoe to offer assistance or to check if everything is in order... Nevermind even seeing her on the floor once! I had to pointedly ask to see the manager. After waiting for her for about 15mins she came out of the office, hardly greeted us and was absolutely of zero assistance with a crappy attitude. I then phoned Huawei while in the shop and during this conversation my partner overheard her talking to Zoe telling her that "she has no foot to stand on"... Now I wasn't looking for "a foot to stand on", I was in need of assistance. Great management skills lady!

Huawei requested then that I phone them back in the morning as there was no one who could help at that time of day. The following day I phoned Huawei again and they requested that I hand in my phone at my nearest Vodacom shop to be sent for assessment. I booked in my phone at Vodacom Gezina on 25 October and I received it back on 30 October with a comment from Vodacom Repair Centre Centurion that no fault was found. Still I had the same issue. Vodacom Gezina suggested a sim swop to see if that can solve the problem, this did not work either. Vodacom Gezina suggested I take the phone back to Vodacom the Grove as they will need to replace the phone.

I took it back to Vodacom The Grove on the same day. This time a different manager assisted me (Adriaan). Once again I'm told that the phone needs to be sent for repairs as they do not have the authority to exchange the phone. I provided them with a video of the problem. Today I was informed from Vodacom repairs that my phone is on its way to Vodacom the Grove. I phoned Adriaan directly and asked if I can collect today and he said he will find out and get back to me. Lucky for me Vodacom Repair centre keeps the customer up to date as they informed me that the phone has been delivered as I never received feedback from Adriaan.

So once again back in the store with feedback from Vodacom Repair Centre Potchefstroom that they only did a system update... And upon testing it the problem is still not resolved. Yet again the phone needs to be booked in for repairs. I still have no phone, no real solution, no real plan of action or commitment as to when the problem will be resolved.

31 October the first debit order went off for this phone. I'm paying more than my previous contract, which I will do gladly if I actually had this phone working and in my possession. The second debit order is rapidly approaching and I am paying for a faulty product which is not in my use. Not even adding up all the money I spent driving up and down to Vodacom Stores and the money spent on phone calls. Who will be compensating me for all this?

I took out all my frustrations on Adriaan and I came to the realisation that he is simply following orders, so I need to esculate the matter to the regional manager. To my utter shock Im told that he is not allowed to hand out the regional managers number? How can you expect a shop manager to not have any assistance from a higher source?

This entire experience has left me completely bitter at Vodacom and Huawei. And the worst part is I can't even cancel my contract? When I signed that contract I did so thinking that Im not just signing for payments and for legalities, but also for great service from Vodacom and for a repeated happy user of Huawei.

I don't know anymore who is at fault here and frankly I dont care, this is a matter that must be resolved between Vodacom and Huawei. It should have been handled between these parties from the very beginning without my involvement. Personally I feel that this was treated unprofesionally and the after sale service of both Vodacom and Huawei is a joke.

I would appreciate feedback on this matter. I would like a plan of action, an exact date of when I can expect a working phone and what will be done about the money paid so far for this faulty product and all the extra expenses.

Mandie Keppler
[protected]

I have now been battling to sort out a query that has been going on since
the 21th May 2018 with Vodacom regarding my vodacom internet and tablet neither vodacom or elite mobile seems to be interested in helping me.In May 2018 I was at Vodacom Shop in the Centurion Mall to explain to them that I want to cancel both my contract and everything that goes with it.
Two years ago I was contacted by elite mobile (part of Vodacom) to take out a contract with them for a Vodacom table 500MBB over 24th Months together with Rescue box, Somusic and Safetybox. I did received all of that and after two years I have decided to cancel it.
My vodacom internet and Tablet from Elite mobile was cancelled on the
21st May 2018. The call center agent promise me that he would send an email to confirm this, never received any communication.

I have send email to [protected]@vodacom.co.za no response.
On the 5th October they come back to me to confirm that the vodacom internet was cancelled as well as the Tablet.
I have check my bank account and they still deducting for May, June, July, August, September and October 2018.
They confirm that I need to contact Elite Mobile sorting out the Rescuebox, Safteybox and somusic they can not help me.

On the 23rd October I phoned Elite pay as I have never used the facility before and explain to the agent. She confirm that it was not cancelled and they will cancelled it know.

VodacomTablet number: [protected]
Account no: [protected]
500MBB 24th Months
R78.99

Rescue Box (Em-[protected])
R62.00

Somusic (Em-[protected])
R50.00

Safetybox (Em-[protected])
R56.00

Total: R168.00 per month

Vodacom internet
Account no: [protected] - 2 (Internet)
2 GB MBB 24th Months
number: [protected]
R119.00

I ask her that someone need to come back to me regarding the payments that were take of my bank account. I want them to Refund the funds back to me.
She confirm that she will ask someone to contact me. Till to date nobody phoned me. I have contact them again today and they just refuse they even confirm that they can not trace that I have a tablet with them with them.
I do not know who to turn to for help anymore nobody seems to want to help could you?

Thank you
Cornelia Botha

I have been a loyal Vodacom customer, since I got my FIRST cellphone, more than 20 years ago.. I have had some problems, but mostly GOOD service..!

However, this time I am Nót at all happy.!
I took my Samsung Gear S3 Frontier watch in for repairs, because the screen went funny.. It's making lines a roos the screen which makes it harder to read.

The Vodacom Repairs report stated that ; it was "Impact damage to the screen" which caused this.. So they will NOT repair my watch under warranty...

I then took my watch in to Vodacom World for a second opinion, because I KNOW that my watch has had NO "Impact".. After a week, they told me to collect my watch, just to find that they did NOT repair it. Because of "Liquid damage" the report stated..

Now.. How can two "expert technicians" find two TOTALLY DIFFERENT causes for the "damage" to my watch.?
SURELY, if they REALLY DID open it, and they Do know their jobs, they would have found the cause of "damage" to be the same...?!?! I am 99% sure that they just picked "the easy way out" in stead of actually opening it..!

I spend - on average - more than R4000 a month on my vodacom bill.. That is R50, 000 in ONE YEAR, and vodacom won't repair/replace my watch for me without any "confirmed" proof of the cause of cause of "damage"...!

I have a lot of friends who are on different networks at different service providers, who are always trying to convince me that their service provider is BETTER than Vodacom..
Why should I stay with Vodacom, if this is the kind of service I get for being a loyal PAYING customer..!?!?

I'll wait for your response..
Thank you.

Tobie Meyer
[protected]

I have being numerous tìmes to the norwood shop to be help
Nobody seems to care that I havent being able to received call from 0824183354
Since more than a month after my number being port from vodacom
Ur staff is rude nd unhelpful
If not resolved I will have to sue you for lost of income as this is my business number
Many thanks to help contact m on
+[protected]
Or [protected]@gmail.com
Many thanks

The residence of Villiersdorp, WC, have been complaining as to the abysmal service coverage offered by Vodacom for the past 2 years.

This coverage has steadily deteriorated to hours of 'Emergency Calls' only or NO SIGNAL at all. Vodacom repeatedly give excuses and state that they have checked and find 'no fault'. Most of us are awaiting the Vodacom contract to terminate and have invested in sims from MTN who's coverage is excellent.

I, along with others have now ceased payment to Vodacom as there service is NOT OF MERCHANTISABLE STANDARD, under the Consumer Act.

I await litigation of this matter.

I called the call centre to make an inquiry on 31.10.2018. The call centre agent "Nontlantla" could not assist or explain the situation. At first she disagreed with the package I had with Vodacom despite my telling her that I've been on the package for 2 years. After a long moment of silence, (I'm assuming that she was unable to answer my question) she hung up.

I phoned Vodacom customer care today 2018/10/[protected]@14:15pm to enquire about my settlement balance on my vodacom contract, and what is the monthly or annual interest I pay on my Vodacom contract, Contract Number : [protected], which I am entitled to recieve. The first consultant I spoke to, says she cannot assist and I should speak to cancellations department. I told her I do not want to cancel my contract, I just want to know what my settlement balance on my contract is, and the interest I pay. Again she says to me I cannot assist you, you must speak to cancellations. She then puts me through to cancellations.

I spoke to a gentleman by the name of Kachelo(Sounded like Kachelo to me). I told him the exact same thing I told the other consultant. I do not want to cancel my contract, I just want to know my settlement figure and interest I pay on my contract. He tells me that he cannot give me that information, and that I must wait until the 4th of December to get it. I told him again I am entitled to have that information. Kachelo then became adamant that he cannot provide me with that information.

I then realised I was not going to get any happiness from this guy, so I told him I would like to speak to a supervisor or manager. Kachelo still tries to argue with me, and when he realised I was getting super angry, just puts me on hold, no telling me" I am going to put you hold while I call the supervisor", nothing, just puts me on hold.

I was hold for about 10mins when I decieded to cut the call and lay a complaint, so here I am.

Your immediate assistance in this matter would be highly appreciated.

Thank you

Kind Regards

Mr Lawrence AD Van Wyk
+[protected]
[protected]@gmail.com

Hello there,

I am a Vodacom prepaid customer. This morning at 5:57 am, I loaded a R 55 voucher on my phone. The number is [protected]. I got a thank you message for my recharge and that Vodacom has given me R 55 extra airtime valid until 30/10/2018. Now, I used R49 of that airtime to purchase data but I have made no calls whatsoever up until now (18:00). I have just checked my balance and it tells me that my Total remaining airtime is R 2.35 made of R2.34 of recharge airtime and R0.01 of Extra Airtime. So my airtime has just vanished. This seems to be a recurring issue but this time, I have no doubts as to my usage (as reported in my call logs) and I really need to get to the bottom of this. I hope I will get a response to this.

Didier Kyony

My order SR181010-029914 was placed on 8/10/2018. During my online ordering process I was given an option to book my installation date. I requested the 10/10/2018 @14:00 time slot and received an email in acknowledgement of my booking. On this specific date Vodacom experienced a total off line scenario that was only explained to me when I called the call centre. Nobody bothered to call me to move the date to a later stage or provide feedback. Numerous call centre ladies keep taking my details with the promise of a call back with actual feedback. Only Ayanda in the call centre called me back on 26/10/2018 to say she is unable to reach the scheduling managers to find out if my order is even on their list or not. I was given a cellular number for a person that she said she is trying to reach. After numerous attempts I was also not able to reach the person who allegedly has the answers. I just want my Fibre installation to be concluded so that I can stop calling Vodacom everyday to get no service.

Is this the way Vodacom treats client who want to do business with them?

I have been using my number for years and on the 18th October 2018 my phone got stolen. When I went in to get a new Sim and Sim swap they told me that my number had been archived, even though I had been using the same number for years, been paying my contract and loading airtime, still according to them it has been achieved and is inactive? This is just not possible! I even received an sms to the same number to say that this number - which is supposedly inactive and archived--is due for upgrade. Tell me please how this is possible

I have spoken to so many customer care people, gone to various vodacom stores, even tried to go to Vodaworld in midrand to sort this out. No one has been able to help Me thus far.

So tell me vodacom, what do I have to do to be able to speak to someone who cares enough about their customers to actually help them?

So on the 25th October after being 10 years with Vodacom I decided to get another contract that I can use for work, well low and behold apparently I got declined because I don't pay my accounts, (according to them) although I have never missed a payment of any kind in my whole life, but they say I missed one payment in March, well, call me bobs uncle but please do proof this to me. What account didn't I pay in March cause I searched and I clearly don't see what they see unless I am going blind in the process.
I am just sorry now for being a client with Vodacom for so long, just to show how this really goes...a few days before i went to open another contract, they contacted me telling me i qualify for a router with 5G per month for R200 a month. Wow, now if i am such a bad payer then how in the world do I qualify for that. Vodacom you need to get your service to your customers in order, cause you just lost two.

Sales did told fone must be bent and screen is is creck on p10 plus. Now the what me to pay for same thing the guy did not told me about. So a need help. I need that fone now. So please give saam help on this ting. The guys an this store not going to help me. So if u can help me. It is me work fone. So I need bad. So give as help to get fone back. Work is standing stil now.

I have a contract for over 20 years with Vodacom and recently went to Mauritius for a holiday.While on holiday I used my phone not realizing that roaming charges are that much yet no message from Vodacom warning about the charges.How ever when I came back I received my bill and contacted the accounts dept and they lodged a querie and send me ref noS4-W0121-IE25R. This week I received sms to say that the querie have been resolved and that I should contact customer care which I did only to be told that I must pay the R26000 immediately or myline will be suspended which I told them that it is not possible as it was not in my budget.I offered them to pay R 4000 ectra a month above my normal account and the supervisor told me that they cannot accept it as it must be paid immediately otherwise the line will be cut off which he did immediately after the call.I use this number for business and asked if they can open it for incoming call only until account is paid up but they refused making it difficult for me to do business with out the phone and do not know how I am going to pay them with out an income

I had my fiber installation completed on the 8th of October 2018. Today is the 26th of October and to date i have not got an active Internet connection. The Fiber line side of things is active, however the ISP side (Vodacom Fiber) is unable to assist me at this point. Each time i call the 082 1904 number i am advised it will be escalated. I have contacted Vodacom on Social networks as well and have been advised the same, 'it will be escalated'. Lastly i sent email to the [protected]@vodacom.co.za email address and just received a notification of a new Service request. No further feedback received.
I am unable to cancel my 24 month contract with Vodacom, but after 3 weeks of this service i wish i could cancel the contract with immediate effect. It scares me to think i am stuck in a 24 month contract now with Vodacom. My latest Service requests as follows: SR181026-057713 and sr181013-034130

I have sent more than 60 emails screen shots of my speed. I'm supposed to be getting 50mb download and yet I get 8mb or sometimes 2mb. My calls get closed without resolution. Nobody calls you back. I am so shocked with this terrible service its unreal. I keep getting told they will email 2nd line support. Every call i make I get told that. Really disappointed as I have never had issues with Vodacom and I have only ever used them as my provider.
My 60th Service request is SR181025-057123 if anyone is interested in assisting. I have decided to stop the debit order until this matter is resolved. I'm disgusted with the effort I had to put in and still my issue remains

Good day,

I applied for the 10GB + 10GB sim only data contract first at mall @ Reds. My documents were requested for vetting. Renette, who was assisting me uploaded in complete documents. Application form was missing my signature somewhere and the bank statement did not have all the pages. She clearly did not check and just uploaded.
This all happened on a Sunday. She promised to call me the Monday to inform me of application status.

I waited for the call and eventually called the office later on the day. I then found out that Renette was on leave for the coming weak and did not leave the application with anyone. When the lady checked for me, she saw that the uploaded documents were not complete and so she would have to reupload the documents.
She then asked me to go get the latest bank statement (I had given a statement up until July'18 as this was what FNB had emailed me). As it was late in the day I was not able to provide this bank statement.

I then decided to cancel my application with this store as it is far from where I work. I took my papers and asked the lady to cancel application.
The Tuesday I went to Vodacom mall of Africa and dealt with Sabelo. He told me he was not able to initiate the application as he needs vodacom mall @ reds to cancel the application - even after requesting cancellation, this was not done.
From Tuesday till Thursday around 4pm, Sabelo was not able to proceed with my application as he could not reach the people at Vodacom mall at reds.

I then googled the contact details for mall @ reds Vodacom and immediately got through to them. I asked for application to be cancelled and they did it.
Question is why Sabelo from mall of Africa would make Vodacom's internal structures to be the client's problem? It's worse that I was able to go through using a number that I got off google.
Why is there such lack of helping customers?

I'm totally dissapointed at this kind of service. I want to know what will be done to both Renette and Sabelo.

Thanks

Greetings

1 and half week ago, I applied for a contract special for 2 Huaiwei P8 lite at R199.00 a month, I was promised that the phones will be delivered, someone called me to confirm whether I really did make the application and I said yes, it was me who did the application, I then asked the lady to deliver 2 different colours if possible and port my cell c number into one of the sim cards

I am surprised today after waiting for so long that the call center agent is telling me that I cancelled the contract...why would I do that? I was buying the phones as a birthday gift for my 2 nephews and they are twins and the birthday has passed because someone in your call center does not know exactly what is customer service and I had to be an embarrassment and tell my nephews that the gifts are coming, only to find out today that there is nothing coming!

Really I think that this is the worst service I have ever received, especially coming from a reputable comp[any like yours, yesterday I was told that someone will call me, even today someone is still calling me, I know my business might not worth a fortune, but please do not make me leave with the image that I have currently, because that is not what your company stands for.

I will like to request that someone call me and give me what I have ordered, I am paying for it, please do not make it as if I am asking it for free, I am extremely disappointed and I believe that you have to do something to make it up for the mess that you put me through

Please revert back to me (ID number : [protected])

Thabiso Hanong
[protected] (m)
[protected]@mweb.co.za (e)

Anthony Nock - [protected]
Vodacom has once again messed up, I am really sick and tired of these big Companies thinking they can get away with ******. They phoned my husband a month ago offering an UPGRADE on our 3G (Check recordings) we would now get more data at a lower cost, he told them to go ahead. A few days later he checked his account and noticed it was NOT an upgrade but a whole new product, he promptly phoned and told them to cancel immediately. Yesterday none of our phones were working and got a message that the account had been suspended. After phoning customer care we were told that it was because the account was over the credit limit because of the new product that was add and the cancellation had not gone through as yet. Firstly - they LIED about the product being an upgrade, then have the cheek to suspend our account for there error, they unlocked the phones last night, GUESS WHAT the phone is again suspended this morning, we have five phones on this account and I am looking at cancelling each and every account ! Vodacom your services suck and your work ethic even more so! - I am going to recommend to each and ever media site I can - DO NOT use vodacom.

WJ Selfridge
Acc I1043433
For Cell Nr [protected] as well as 3 other numbers.
Vodacom changed direct debit days from 15th to month end without my permission.
I have reported this multiple times.
There was then arrears needing paid.
An agreement was made:
Pay R2000 end September
Pay R2000 on 15 October.
Then change direct debit to 15th
I got SMS reminders for each day and paid R2000 straight into Vodacom store, Dihlabeng Mall, Bethlehem.
However, Vodacom then direct debited R7554.52 on the 15th after my payment.
This was very unprofessional and cost me major headaches with cash flow in a family of 7. I reported this on the 16th and they agreed I had a credit of R2000 but I had to email them my receipt of the R2000 paid in on the 15th to [protected]@vodacom.co.za
I have now done this three times with no response.
I have phoned vodacom again and been promised that they'd sort it straight away.
Thanks