Vodacom
reviews and complaints

I don't know what to do anymore, my sim is not activated, vodacom call centre cannot help me with it. Its been more than 24 hours of waiting.

I was at your shop yesterday and the lady that assisted me said it will be done, i must keep checking my phone.

I have phoned in and get different stories each time form the call centre.

I could not get an upgrade as i had to cancel the phone offers i got over the phone.

No one can help and I am very frustrated.

I got the two reference numbers below for the cancellation to be processed on the 01 of March, it is still not done.

34130305302543
34130295140771

on the 17th of January 2018 I called the Vodacom retentions department to actually cancencel my contract, but was offered a deal to upgrade the number in question. The consultant was Thabang Maponamba and he took it upon himeself to upgrade another number on my account as well. I used tp previously get R55 free airtime on that number and now Vodacom has been billing me for the second number that wasnt suppose to be upgraded. I made numerous calls to have this error corrected and a manager call me back. To date they have cancelled the contract but only as at May 2018 and have been debited my account for an inactive sim card all due to staff members at the retentions department name Thabang Maponama who took authority upon himself to upgrade the second number. I have requested for his manager to call me, I have spoken yesterday the 4th of March to A tsepho Maseko to get back to me with regards to a refund and cancellation of this number, I am fed up. No reply feedback from any of vodacom management. Yet they continue to debit my account for the R55 on a non - existing number. I was given a service request number 1/[protected] to allow for the credit to be passed and the monies reversed on my account, however not sure if this will materialise as I did the same in January when I noticed that I am being billed for the airtme. I want to escalate the matter to someone who will assist but no manager in vodacom ever calls back. Now Thabang no longer works there is what the consultans tell me.
Where to from here

Sajeeda Pillay
[protected]

I purchased the iPhone 6 on the R299. I placed an online order on Monday the 18th of Feb. Phone was delivered on Wednesday the 20th. I took the phone and my iWatch to Cellucity, Walmer Park, Port Elizabeth for a data transfer and pairing. They kept the phone overnight and the following day, Thursday 21st of Feb I fetched the phone at 5pm. The next day, Friday 22nd or Feb at around 10am the phone stopped working, stuck at the apple icon screen. I took the phone back to Cellucity, Walmer Park, they referred me to the Repairs shop in Greenacres. I then drove all the way to Greenacres. Apparently Cellucity could have helped me the day before by sending the phone back but did not, Greenacres Vodacom repairs send the phone back for an OBF. I phoned, left messages and no calls were returned. Today is Monday, the 5th of March and I still have no idea what is going on, i am not receiving any feedback at ALL! The contract started and I have no phone - brillliant won't you say?
I expect feedback today please otherwise cancel the contract!

Invoice Ref K0723707, Account Ref I3841491, Order number [protected]+1, cell number [protected], ID [protected], Amanda Benade

Seems Vodacom is quick to sell a contract, quick to send a statement, quick to except money but has no interest in customer care.

Vodacom put the Sony Experia xa1 Ultra on a special in their January/ February catalogue. When I upgraded I chose the Flexi 150 package which included the said phone. Knowing that the availability is a problem they still went ahead with the contract. Now 3 weeks later and still no phone they jusy say I have to wait but cant tell me when I will recieve my phone. This is pathetic service from their side. Should have gone to CellC.

I had done the online application for a contract phone and was told the phone will be active in 24 hours time. Which was 2nd march 2018. Even today my phone is not active and was told to wait again until Monday for activation which is so frustrating because now I have no borrow a phone again until Monday bcs they said I have to wait again for 72 hours.

On Thursday 01mar2018 I loaded a 7day 250 MB data bundle and a JUST FOR ME 1GB Saturday and Sunday weekend bundle. I also had R33 worth of airtime available.

Today 02mar2018 I checked my balance at about 18h00 and there was still about R27 airtime and 153MB. When I did another balance check just after 20h00, I was stunned to see that there was not a single cent of airtime, no data and the weekend data bundle was also empty.

I can maybe understand the loss of airtime because I made quite a few phone calls in the 2 hour time frame. Even so, all the calls together adds up to 6min07sec. There is no way that in less than 2hours all my data was used and I receive SMS notifications religiously when nearing the end of my bundle. How can there also not be any data left for the weekend bundle deal when it's not even the weekend yet? This has happened numerous times in the past and now I'm really fed up. If this had to happen while i was lost or stranded somewhere then what? You wouldn't care about me as long as Vodacom gets their money that is all that matters. And who is going to reimburse me for the lost airtime and data? I spend Atleast R600 every month buying airtime and data, and it's not fair that I should still be going through this. If you do not need my business please let me know ASAP so I can go to another network

Regards
Carl Terblanche
[protected]

Thanks to Vodacoms outrageous billing fees i decided to cancel my contract.
Then the fun really began. First they could not process my request because their systems were down. Then I was told by two separate individuals that, as i gave 30 days notice no further debits would be deducted as from the 1st April (as this is when my contract ends as per the document i signed originally)

suspecting something was amiss I called back to clarify the terms of the cancellation to then be told, that the last debit order would be the 1st of May because (Irrespective of the date the customer has indicated) Vodacom deducts your cash on the 30th of the month and charges you in arrears.

Unacceptable Vodacom. My contract expires on the 1st April! I gave 30 days notice, You can't get your standard operating procedures correct...why must I pay for a contract that has ended.

Worst of all the don't tell you that you need to complete paper work to verify cancellation and then want you to FAX IT BACK? who even uses fax machines any more? Why cant i email it?

Please resolve this immediately!

I have registered a signal problem with you last year october, you have sent some one out to come and test the signal strength after a lot off following up from my side, this problem never existed here for the last 5-6 years I stayed on this premises, all of a sudden from about september last year i've got no proper signals and even had to change my computer internet to telkom. I've never heard anything from vodacom again, is this a way to steel from clients by supplying poor internet signals so that data takes longer to down load, so that we can use more data.
Like I said I never experienced this problem on this premises, can some one please let me fu... Know what are yo doing about it, im tired off paying for your [censor] service I cant use, or at least admit that you don't have the capability to sort this and allow me to cancel my contract to move to a service provider that is capable off providing what a client pays for

My phone number was cancelled by mistake the said, and its been 2 weeks they say the are fixing it. They said to me that the manager was cancelling a certain number and pressed mine by mistake and now he/she keep on saying he/she will fix it. I don't know were to go or what to do because they don't even tell who is that manager. My phone number was a prepaid and when I take a contract i changed them contract. Now i am two weeks without a and phone but they deducted my money.

On the 26th February 2018 one of vodacom's consultants called me and gave me what sounded like a legit and fair upgrade on my account. She advised me to upgrade from Flexi R200 to Smart Red + I asked her on numerous occasion whether this will affect my upgrade due date and she promised me it will not, only to find out the following day that my contract has been extended to another 2 years. Since you always inform us of our calls recorded why don't you listen to our recordings and find out how many times I asked that woman the same question, and she assured me this will not affect my upgrade date. I called vodacom requesting that they must cancel the upgrade because their employee blatantly lied to me just for her to get more sales, and I'm still waiting, I never got a call back from Vodacom, all I received was an sms stating that my query has been closed. This is absurd and selfish, I have a vodacom client for more that 15 years and I have enough. I am very upset because this is costing me more than I bargained for.

I upgraded my contract, after 8 days of having the phone it's a Samsung J5 pro, the phone would not come on. I took it to the repair Centre at Vincent park in East London. They opened the phone, called me to come and collect it. They said there was corrosion on the charging point. How can corrosion happen in 8 days really now. The lady was so rude to me she said she doesn't know what I did to the phone. It's 2weeks later since I have lodged a complain with vodacom offices and I've heard nothing. VODACOM IS PATHETIC. GAVE ME A BROKEN PHONE AND WONT REPLACE IT!

What follows is a summary of my complaint, which has as yet to receive a response.

To: 'Govender, Diveshen, Vodacom South Africa (External)'
Cc: Nadia Taylor
Subject: RE: Vodacom Business T & C

Hello Mr Divishen Govender,
I am writing this e-mail to let you know how disappointed I am at the extremely pushy and dishonest manner that you used, to get me to consider a change and renew my contract with Vodacom.
You started the discussion by advising me that I was paying R1500 per month, had an upgrade available, and that you were able to offer me the exact same facilities that I had been enjoying BUT at an amount of R999.00 per month.
Imagine my surprise on Wednesday morning when I asked my staff to send me some old accounts so that I could see for myself what package I was on.
I was already on a Red Package at a monthly cost of R999.00
I am not unhappy with the S8 phone, but feel that I have been taken for a ride.
Please can you give me a detailed summary of my phone and ancillary packages over a 6 month period, and then demonstrate where this SAVING of R500.00 pm will be coming from.

Regards,
Jo Haden Smith

I renewed my contract from 1 Feb 2018 to have a cheaper contract. According to the customer service call centre person - I will receive a sms when I go out of talk time in the contract. That never happened and now my account is even more than the previous contract where I had a device (iPhone 7) included in the contract.
Is this not daylight robbery?
Now I have to hear that I cannot "top up" this contract and cannot change it - I now sit with it for 24 months - the contract does not include a device - I now have my own device.
I want someone to call me and explain this type of service you promised without keeping up with the promises

I went into Vodacom shop at Liberty Mall and I was told by both the Vodacom and Samsung salesmen that if I upgraded my contract to receive a Samsung Note 8 that I would receive a R5000 flight voucher. The Samsung salesman had a problem loading it and asked me to come back within the next week which I duely did. When they tried to load the voucher they then told me that I had taken out the contract 2 days early. I then asked to speak to the manager and she said she would sort the issue out. There was no signage showing dates etc and both salesmen confirmed they had told me that I would get the flight voucher. The manageress gave me another voucher code which I then submitted. I was called by someone who verified my submission but said I did not qualify for the flight voucher. I asked her to send me a mail with the information but I have had no correspondence. I have been mislead and was told that the problem was sorted out.

My contract with Vodacom expired at the end of November 2017. On 30/10/17 I sent notification that I want to cancel my contract at the end of November when is expires. At the end of November I ported my number to another service provider.
I have so far received a bill for December, January and February on the account number that I used to have (NM018470) but with a number that I don't know. [protected])
I have logged a fraud case in December, I have made numerous calls to customer care and cancellations. I was told that because my contract was never cancelled, but my number was ported they had to allocate an new number to my account number to be able to bill me. Every time I get told that someone will contact me within 7 days, it is 3 months later! My account have now been handed over to the collections department as it is in arrears.
Could some one please sort this out, I am not paying for a service that I did not make use!

Round about 3-4 January I loaded a complaint on your FB page and was advised to refer to the complaint loaded and to report this to the client services.
I am Maritz Heystek and my mobile number is [protected] - I can not trace the correspondence to my FB complaint on my phone. During August 2017 I was contacted by one of your sales persons and advised that my package could be migrated to include an increase in the calls as well as data. The following migration numbers were given to me:
[protected]
Quote - [protected]
Order - [protected]
Due to the ongoing data loss saga at the time I called the call centre and requested the migration to be cancelled as I was no longer interested to spend more money on products with Vodacom.
During December I noticed a debit order of R1, 066.50 going off my account, which I queried with your call centre and was advised someone will contact me. I was advised that I requested the upgrade and that was it. I asked the agent to please log a complaint and he advised they have already checked and confirmed I upgraded. I advised him that I cancelled the request within a month of this. During our discussion he mentioned that I also upgraded my other mobile number which starts with an 079 number. This I found very strange as I advised him that that number was not in use, as me iPad was stolen from my vehicle around 2014 and reported same as stolen. There was just no satisfaction reached when discussing this with Vodacom, which was around 30 December 2017. Then again I called Vodacom on 1 January 2018 with the same feedback. Then again I called on a number of occasions and was advised the same, without even one complaint being registered. I am not happy about the fact that my request to cancel the migration even after all my data loss issues and now being charged every month for a card I have not had since 2014, while my upgrade that I signed for was much less than what I am being charged every month, while I cancelled this migration. Please use my number to search for the calls where I cancelled and do this immediately as I want credit for the irregular deduction off my account. Please stop the increased migration immediately. Therefore the 079 number is to be cancelled as advised in 2014 and also that the migration to be credited from inception as I did cancel this request.

Approximately - Tuesday 20.2.2018 - I got a call and was offered the following
1)Offering 36 Mb for each of the 3 cell phones on my contract, the total cost would be R42.00 per month, so I took up the offer from a female caller.

2) I Was also transferred to a man, who said "because I have been with them since 1996, (infect it is much longer), I can get 200 hours call for R149.00". He assured me that was the final cost and no extra costs over and above this amount, as I asked him about this specifically. Furthermore, I could have a tablet for free and he confirmed that the manager approved this as well. He said a prorate would apply till month end.
26.02.2018:
No 30 Mb on the cell phones
and
No prorate on my cellpphone and no tablet.

26.2. 2018: I went to Voda Care, for another matter and a lady also looked up on the computer and advised me:
" No order on screen regarding the 30mb Data for all the cell phones for a fantastic offer of R42.00 p.m.
Furthermore, the order for the R149.00 for R200 call time was cancelled = I should phone 082 111 and follow up what is going on. Since I did not cancel either orders.

Got home & called 082 111 and spoke to a female; who confirmed the above and I said I did not cancel anything . Said she would transfer to me sales, but was transferred to after sales instead, who then put me through to [protected]. I spoke to Hlengiwe, who said I must go to Voda com Cresta, to get both deals actioned and the the tablet at the same time.

27.2.2018 : Went to Vodacom Cresta and a staff member told me that there is no deal available with a Tablet. I told him what Hlengiwe said.
I called again at the store and spoke to a staff member named Susan. She also said cannot transfer me to Sales. (What rubbish, howcome 082111 put me through to Sales as stated above). Told me to phone another cell number and then spoke to Jennifer, who assured me that she would sort out the problem and I would get the contract for R149 - for R200.00 air time and the tablet would be delivered to me. Furthermore, I would get an SMS confirming this. Still got nothing later on and phoned again and spoke to Tobeka, and I told her I want to speak to a manager, said both managers had left and it was only about 4.15 p.m. She gave me a number i.e. [protected] and said it was for head office. I then phoned this number and spoke to Nisha, who said it is not head office but a store.

I took out another contract two weeks ago and if this is the service that Vodacom, provide to customers. I insist it gets cancelled and no further costs due by me.

I suggest that the staff get sent to courses to learn how to resolve these types of problems. I am so angry, you cannot imagine, how can you expect me to be calm?
Furthermore, I wish to advise that I received 2 Sms' on Wednesday 14.2.2018 on my cell phone - confirming that my quotation was processed [protected].
If you require, I am prepared to forward these Sms's onto you.
and
Tuesday 20.2.2018 - that the top up 30 mb Month to Month has been activated.

If you require, I am prepared to forward these Sms's onto you.
Needless to say, I am beyond being polite, because the staff are not able to resolve these matters, nor do they know which department is which.

In december 2017 i upgraded to tel nr [protected] p8 lite for an amount of r159 a month the first payment went through the account of r333 on a date not requested to debit 22nd the amount on enquirer it was told a fee of r150 was also charged for upgrade online of i have not been informed off. On the 27 february my account was now debit with r628 of which the 1st premium was debited on an incorrect date so again the r333 plus and additional r100 for none debit plus an additional r197 subscription and just to be informed that when buying data through recurring you are being charged a r9 what nonsens is this ludicrous exploiting of customers i only expect to pay my r159 p/m for the contract. The same contract i have at mtn for only r149 a month with airtime and data. I need an explanation and my account to be rectified or just air just to be converted to data asap or i will take complaint to hello peter if still dissatisfied.

I was contacted by an agent in January 2018 and was informed that I am over my monthly spend with the various contracts I have with Vodacom. She suggested that I downgrade two of my packages and seeing it was a business contract, no penalties would be incurred. I subsequently received my statement at the beginning of Feb only to discover it's more. A whole lot more. I've been given ref #'s, e-mailed, complained on Social media. I have read receipts for all mails sent, yet no one has bothered coming back to me. I would like to cancel ALL my contacts I have with them. Following is REFERENCE # EC-1J5B-2RWYYT and follwing e-mail address used. [protected]@vodacom.co.za [protected]@vodacom.co.za Nonhlanhla.[protected]@vodacom.co.za

This is a summary of what has happened and my email to vodacom today. I send this email after I spoke to Faith. I also requested her to reply to acknowledge receipt. Again, no response.

Faith

As just discussed, after more than a month the phone Vodacom collected via RAM is still at the company where they incorrectly delivered the phone to.
I have now been struggeling since the 16th January to get this sorted.
I have spoken to various call agents which advises me that they will follow up and escelate this but nothing happens.
I have also been to the vodacom store in Canal Walk twice and they made notes on the system but closed the case without resolving it.

I want this phone collected, the upgrade reversed and my account credited with the charges. I also want an answer explaining why this happened and why it is up to me, the customer, to sort this mess out.
I also want to know how vodacom is proposing to compensate me for the hours spent on the phone overt the last month trying to sort this out. I had to use my time to try and get this sorted and Vodacom did nothing from their side to even follow up on this.
If the company in Cape Town did not phone me, what would Vodacom have done? They requested a collection by they do not follow up with RAM where the phone is?
This is unacceptable and I have never experienced such incompetent and bad service in my life.

The company where the phone was delivered to inccorrectly by your courier are as follows:

De Vere Acuma
Portside Building
16th Floor
4 Bree Street
Cape Town
8001

The contact person is Stefan Malherbe

The phone is still at reception where he left it on the 30th January.

I await your urgent reply.

Wilma
[protected]