Vodacom
reviews and complaints

RE: EC-0CRX-4Q8DOL REF: [protected]

It has come to my attention that another line was added to my Vodacom (cellular service provider) account, without my consent, authorization, or request. I phoned Vodacom Customer Care and I was told they will need a copy of my ID and an affidavit so that they can investigate this. I acquired and sent these documents the very next day.

Since then I have contacted Vodacom at least three times to find out what the hell is happening with that investigation because I haven't heard anything. Yet, I get SMSs (attached image "SMS Received.jpg") from this provider telling me that a debit order has returned and that I should go make payment. I went and reversed that debit order because I did not add that line to my account. But with it having "returned", I am wary that they will block my account from use. I warned that if they do that because they are not doing theirjobs, and not investigating, or not handling this matter, then there will be hell to play...

I have emailed four times already, the way I was supposed to email things, but have not received response. On Facebook they keep telling me once they receive the email, they will contact me, yet I have proof that the emails have delivered and were actually read as well. See the entire conversation with dates and everything of each action taken and messages on FB, in the attached image "FB Post.jpg". I have even multiple times asked what their procedure is to add another line to an EXISTING account, because I am quite certain that their process is less security-conscious when that is done.

What I need here is that they do their damn job, resolve this rubbish that I didn't apply for, and for which I will not pay! I need it resolved, removed, and I need them to make a note or something that I will PERSONALLY walk into their shop to add something to my account should I ever need it. Also, I will provide ID, driver's license, or whatever else is needed when I do that - and because I am right in front of them they will be able to see it is me.

This is fraud!

The reference number for my complaint with Vodacom is EC-0CRN-21OLXR.
I have been trying for more than a month to get technical assistance with a value-added service named 'Call Sponsor' which I have had active on my account for many years.
Since they changed their website I have been unable to gain access in order to manage the sponsored numbers. They are meant to have a robotised dial-in facility to manage this system, but this system gets me nowhere as it loops around in frustrating circles without results.
I have been to their walk-in 'customer care' stores, been through their call centres and emailed them, all to no avail.
Their auto-reponse to email correspondence says that they will resond within 24 hours, but as yet I have had no substantial reply and when I mail again to request feedback, I am informed that my issue has been logged with 'the IT department'

Dear Sir/Madam,

I would like to lodge a complaint because of bad service that I received from the Vodacom Shop in Vredenburg Mall. I was assisted by a gentleman who:

1. Was smelling very bad (Smoke smell). One could hardly draw ones breath.
2. I enquired about a 10" Tablet. He gave me the price of R1999, however when I asked if I can see it he said that he can show me a 10" tablet in size but not the one that I am enquiring about.
3. I again asked him that I wanted to see how it works on the internet. He stated the following: "You can go to Incredible connection or Game and see if they have a model on display".
I am representing a NGO and we are investigating the cost to purchase between 10 and 20 tablets for a Maths program.

This gentleman was not interested in helping me neither was he prepared to look at any discount. I will not go back to this shop again and will spread the word in the area that we live.

I have been a customer of Vodacom for many years as well as my total family.

This is not what we expect from Vodacom.

Sincerely,

Anton van Rooyen

Good Day,

I am logging a complaint against Vodacom as I have been advised that I am due for an upgrade which I requested as I would like to pay the contract for finish and continue a new contract with Vodacom for a router.

I was told when I first called that the contract payments for the cell phone will be paid up in July, however when I called in June the consultant than changed the dates and advised that the contract will only be paid up in September.

I do not understand why the payments will only end in September if I am convinced that the contract started in June or July 2 years ago.

Please investigate this matter or I will have no choice but to move my contract which I started this year.

I cannot be paying extra just because I do not want to upgrade.

Regard
Simone Chan-Sam
[protected]

Good day

My name is Mrs Machoene Sarah Ndou and my account number is I4212323-9. I am very disappointed at the service I received from Vodacom regarding my account. In 2015 I took a laptop with a 3G card that had 1GB data anytime and 1GB night shift for the amount of R329 per month. The agreement was that if the 1 GB is finished then I wont have to access to data until the next month. This has been going on perfectly for a year or so and I was paying the amount we agreed on until last year when I was billed more that the amount we agreed on. I phoned call centre to ask what was going on when I realised that I have been billed more than what we agreed on and what I have signed for and they told me that I am on an open line and that once the 1 GB is finished then it goes on out of bundle and they cannot tap it. I never signed for this out of bundle thing and I feel it is just a reap off. The first month it will be an out off bundle of a lower amount and once that out of bundle has ran out then there was no access to data. The next months it was more than that and phoned again and they told me they cannot put it on a limit and it was my duty always check if the 1GB is finishing so that it does not use out of bundle data. When I was taking this contract they explained to me that once the 1GB runs out then there is no data access until the next month. I ended up not using the sim card as every month the bill kept going up. please resolve the matter as a matte of urgency. I feel that I have been unfairly treated and that Vodacom is reaping people up if this is the tactics they use in order to extort money out of their clients. I requested a service of the amount I selected based on affordability and if was told that I was taking an open line contract and that my monthly payment would be more that what I have signed for I wouldn't have taken it as I knew I could not afford to pay R1500 of data per month. what surprises me again is the fact that even those out of bundle data were not the same and could not be capped.

I moved from cellc to Vodacom in the light that you are not thieves.

I cancelled a contract within the trial period. However the money still went off my account. I will report this on hello peter.

I am highly disappointed and disgusted.

This was a contract for 5gb on a router. It was returned and canceled within the period.

I am reversing this debit order.

I upgraded on the 10th of june 2017 expected a working phone on the 12th it started freezing and rebooting the whole time. On the 14th I i formed the store and the 15th took it back only to be told the simcard is faulty they did a simswap and on the 19th it started again phoned the store to be told I need to do software upgrade did it on the 20th and that same night it asked me to do another one phoned the store again in the 21st where I was told they will send phone to repair centre numerous complaints was logged to the customer care and I'm still not helped... Phone is in for repairs and it's not even 3 weeks old. To my knowledge if the phone is faulty within 7 days of purchase it needs to be replaced not repaired

Hi, I opened an account with you guys on the 9th of June. my simcard took more than 38 hours to be activated. i had to waste petrol and travel to the store to get it fixed. that was then fine.

left the store happy and expected you guys to deduct R296 from my account the following Monday that being the 12th of June. an emergency occurred and i had to withdraw the money on the week of the 20th. because Vodacom did not deduct.

Cool, so i receive a notification saying vodacom debit order bounced. i was shocked and angry because you guys delayed.

fine, i call your consultant today, asking on ways i can pay the debit order so i have a well record with Vodacom.

The guy, without giving me any option telling me to deposit the money today, i did tell him that its a bit too late now, banks are closed, he told me about sending the money thru an atm, fine now he sent me incorrect details...

what more bad stuff will one encounter with this service provider? I'm honestly annoyed.

Dear Sir/Madam
This matter has been dragging for months – I did not receive a reply to my email below.
Please can you investigate and advise me.
Kind regards
Beth Pedersen (Louw)

From: Beth Pedersen (Louw) [mailto:beth.[protected]@intekom.co.za]
Sent: 14 May 2017 02:54 PM
To: [protected]@vodacom.co.za; '[protected]@vodacom.co.za'
Subject: FW: Customer cell number [protected] REFNO 003S~SCR4

HELLLLOOOOOOOOOOO!
Please may I have an answer on this, and please would you arrange a refund from when I first raised this issue with you – which was PRIOR to January 2017.05.14
With thanks
Beth Pedersen (Louw)

From: Beth Pedersen (Louw) [mailto:beth.[protected]@intekom.co.za]
Sent: 28 January 2017 12:33 PM
To: '[protected]@vodacom.co.za'
Subject: RE: Customer cell number [protected] REFNO 003S~SCR4

To whom it may concern
Please may I have an answer on this? Trying since December to get this account cancelled – are you going to refund my subscriptions for the months until this account is finally closed down?

From: Beth Pedersen (Louw) [mailto:beth.[protected]@intekom.co.za]
Sent: 17 January 2017 11:51 AM
To: '[protected]@vodacom.co.za'
Subject: RE: Customer cell number [protected]

Dear Reuben/Customer Service Agent

See below

From: [protected]@vodacom.co.za [mailto:[protected]@vodacom.co.za]
Sent: 16 January 2017 09:33 PM
To: beth.[protected]@intekom.co.za
Subject: Ref:

Dear Beth

Thank you for your Facebook communication.

Before we can cancel [protected], please answer the following questions and provide a contact number so that we can be in touch.

Protection of your account against fraud is critical to us so before we continue, we need to verify that you have permission to request information on this account by asking you a few security questions.
1. ID Number xxxxxxxx
2. Bank Name and Account Type (Not the Account Number). Capitec Bank Savings account
3. Your address reflecting on your Vodacom statements (This is not your e-mail address). P.O.Box 808 Swellendam (BTW, this is out of date, but since my statements are sent electronically I have not bothered to update it)

I am contactable in the USA on number +[protected] – there is a 10 hour time difference – with Cape Town being AHEAD. I don’t know what your office hours are, but the best time to contact me is after 17h00 SA time (which is 07h00 local time).

The other things I can add to verify that this is ‘me’ is that I bought this ‘dongle’ at the Vodacom shop in Stillbay. And you will see that I have not used it in months.

Once we receive this, we will be able to assist with your query.

Regards,
Reuben Cornelius

Customer Care
eService Team

Good day ! From Mr P.S van deer Berg ID [protected]

I've been a customer for a while now with Vodacom, I have one complain that makes me very un happy with the service !
A certan consultant phoned me on a certan day to explain a spechial they had on a flexi 200, so i told the consultant i alredy have a numer im using i dont need one more but i am willing to get it if i can use the airtime on my current number [protected], and he replied yes sir you can just do a transfer! So now i want to transfer my airtime from [protected] to the current one im using and the other consultants at vodacom tels me the type of contract ive got the flexi 200 it is impossible to transver airtime... i am verry disapointed ! That means the consultant lied to me just to get a sale and i think that is realy greedy of him... please may someone assist me with my problem?

Good afternoon. I was at the vodacom for you in matlosana mall klerksdorp. And the service was very poor. I need to sign a document for my phone to go in for repair. And while I was waiting for the lady who was supposed to help me out. She was standing out side the shop writing in the air that she is on lunch and is not going to help me. I also have responsibilities to go back to. No one else in the shop could help me with the documents I need to sign. This is unacceptable and hope to hear from you soon.

The lady who was supposed to help me out is Theo

We got a new contract with Vodacom 4U store in the Garden Route mall on 1 May 2017 we got the Samsung s8 plus. Everything went well and were were taking photos and using the phone to call. For the first moth the balances did not show and we had to phone the call center numerous times to get it to show.

3 Weeks ago while away for the weekend we noticed that the main camera had a mark on all pictures but disappeared under certain circumstances. We then made sure it wasn't something on the lens and all software updates.

We then proceded to give the phone in at Vodacom Gardenroute store which the technician confirmed that the fault was with the device's ccd and that he would send it away. A Week later we received a call saying that we need to book our device in again ...this after not receiving any feedback from vodacom that they had sent the device back to George. The fault that was given by vodacom/samsung was a software upgrade which would be fine. After trying to speak to a technician for a few days and eventually having a conference call and sending the video and picture indicating the location of the smudge . No feedback. Yesterday i get told that the phone is at vodacom george and ready for pick up.

When I arrived to get the phone it looked like a phone that was 6 months old very dirty and the screen protector was put on scew and had blodges on it.Even the consultant said the phone looked old and worn we then signed the phone out.

When we got home we figure out that they must have opened the phone because it had a rattle in the phone and the lines on the phone had dust in it.
We would like to ask how is it possible that a 16-18k phone can not be swopped out and had to be opened and then the client gets told that they just did a software upgrade but the phone looks like it 5 years old when you receive it.
We would like to request that the phone gets swopped out totally and that we get a seeled phone as this is really unacceptable having a phone for not even a month and already having rattle and things replaced on it.
Im really at a point now were im looking at cancelling the contract because of the shocking service we have gotten.

Our refrences are as follows.
job one [protected] escalation ec-ocrp-2x06kf

new job number [protected]

Phone went in to repairs on the 19 May 2017. Still not back after being at store numerous times... On the 8th was told to pay R900 which was not problem. They forget to sent the payment through to repair centre. The I queried and no9thing happened. Spoken to manager and she will find out and get back to me but was to busy. The phone will be in store on the 19 June 2017, gave them another 2 days, only to hear they are waiting for my signature? How long is it going to take to get the phone back?

Good day Sir/Mam

I had visited the Vodacom store in Malvern with regards to taking a new contract, I spoke to the consultant on site who helped me with deals, Made me fill out all the forms and hand in the documents that needed to follow with it.

He had contacted me yesterday [protected] – His number) informing me that all my forms were handed in and he was waiting on you guys so that he could let me know by 12 o’clock today if my contract was successful or not.

When I had called him 15 minutes ago he kept giving me excuses about him waiting for the Pavilion store to get back to him then it was that the system was offline and finally it was that he only handed in my documents today, Personally this response and service was pathetic and I don’t appreciate being given the run around! I’ve been with Vodacom for many years and have never been given such bad service.

Please can you provide feedback as to who I can speak to with regards to getting a new contract and who I can email my documents to personally instead of receiving this kind of service.

Kind regards

I upgraded on the 1/05/2017 till date I have not received my Samsung gear s3 I keep following up because no-one at the Vodacom shop in [protected]@reds gets back to me I have complained and still no help manager is never available assistant manager promised she would give me feedback and the gear will be here on the 19/06/2017 after a nother complaint I still do not have the gear .The consultant was so bad did not know the deals and now I find out that they have made a mistake and my account is being double billed . I logged a call and got a reference number lady said they will resolve it and notify me again a week later nothing has been done . I am going to cancel my contract as Vodacom is not witholding the obligations I am paying for a product that I do not even have I have never had such bad service I have a red premium contract and still that gets me no service. I will be asking the consumer protector for advice as this is not what I agreed on .

On the 17th May Vodacom initiated a SIM swap without my authorisation. In order to rectify the situation I went in to the Nicolway branch where I had to provide proof of identity and pay to do another SIM swap.The Nicolway office apparently placed a ticket on Vodacom IT department to find out why the original SIM swap was done, but I have received no response as yet. The SIM swap was initiated by someone internal to Vodacom, and I believe this should be investigated by Vodacom. And of course I want to be refunded the cost of my authorised SIM swap.

I went to your Menlyn Branch (Pretoria) a week ago and signed a new contact for an Ipad Pro - the branch did not have stock.
They contacted me a week later informing me the item had arrived, when I went to collect, it was the wrong item - they made no effort in sourcing the item

1. Why advertise if the branches if the branches do not carry stock
2. The service at this branch is pathetic as clients are waiting yet the staff go walking around the mall instead of working.
3. Staff not very friendly and un-professional

So the question is - WHEN AM I GOING TO RECEIVE THE DEVICE ?

I am also going to mention this on "Hello Peter"

I would appreciate a prompt response

So I been having struggles with Vodacom as they incorrectly allocated my payment to a wrong account, to fix this I had to send the original proof of payment numerous times between beginning of May and end of May, only on 14 of June they "received" it, that's between 2-3 weeks after I sent it. Now my phone is still blocked and they say that is it probably me that sent it to the wrong email address and therefore it took time to get the proof of payment... Pathetic. And I know I am posting this and all Vodacom is going to do is send a standard reply that "a vodacom customer care agent will contact you" and we all know that's never going to happen

Good day

I just visited a Vodacom store in Mayville, seeking to buy a prepaid nano sim card. The store owner charged me R40 for the purchase of this aim. Normally sim cards are free or not more than R5 (if not less).
I contacted a another Vodacom shop, to enquire about the price of a nano sim and its sold for R1 at that store.
I feel like the owner of the store is taking advantage of the fact that the store is "his"; however this is tarnishing the Vodacom brand. If one is paying R40 for a simple sim card; howmuch more would one pay when they are with the Vodacom Network?

Please advice on this matter

Hi

I am struggling for months now to get ANY assistance. Last year in October I have struggled to transfered my number from another account to my own. I went to Canal Walk and completed all the necessary document and paid an admin fee. In the following months I had to go back another three times to fill out the same documents and pay another admin fee. I complained to the manager, Heinrich about this as my number was still not on my account and that after I was assured everything is in order. He informed me I did not have to pay a fee for this service but I was not refunded. If that is not enough, I never received and is still not receiving any statements after almost a year. On top of that Vodacom customer service ( I have the ref no) said that they owed me over R800 but after half a year it is still not allocated to someone to sort out. This I found out 20 min ago. Now I have been al over in person and on the phone and still no answer. My account is in arrears that should not be and they just cut off my contract. What else is left to do.