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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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K
3:08 am EST
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Vodacom contract changed without warning and staff are not informed enough information to help

I have had to speak to numerous staff at vodacom to try resolve my issue - which still remains unsolved!
On my current package through vodacom, I used to receive 200 minues of call time, 1GB day time data, 1GB night time data and 200 SMS's.

As of December 2016, I only receive 75 minutes of call time, 200MB of data and 200 SMS's.

To all staff knowledge, this is the correct package and this is what I have always received. NOT ONE STAFF MEMBER of the good 6 or 7 I have spoken to can tell me why this has changed or where my extra data/minutes have gone to.

On the package that I used to have (that mysteriously does not exist anymore), I still paid in every single month for going over my call minutes as well as my data, can you imagine how much more I'm going to have to pay in now due to my extra package disappearing completely!

To increase my contact limit, I was recommended I join a package called the 'Red Advantage' for R999 per month!

Is this truly the only package vodacom has that they think might suit my needs? ITS NOT SUITING ANYONE EXCEPT THEMSELVES!

I have been a vodacom user since my first cell phone and I am absolutely horrified at the thievery they are getting away with! Every single package is designed so the consumer pays in!

I would not be so upset if they only had left me on the package I was on! Instead, they debit the same amount of money every single month and give me less of a package!

To cancel my contract will cost R6164.54 and it only ends in February 2018!

I am disgusted and I will be cancelling this contract as soon and possible! I will not be a returning vodacom customer!

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2:39 am EST

Vodacom payment not received & uneducated staff in their specific field.

To Whom it may concern,

Please find below my ordeal that I am having with Vodacom, I type this in hopes that you can please step in and assist me on the way forward with this matter.

On the 13-10-16 I went online to the Vodacom site to do my upgrade as I was told by my friend it was so easy, hassle-free and there is no admin charge as you would get in store. After finding the package I wanted and applying for it, I was sent confirmation that in 24hrs I would hear back from a call center agent, of which this time came and went.
On the 17-10-16 I then called into the Vodacom myself to give me ref. number from which I had been given online and was greeted by a extremely rude person on the other line, whom informed me that my reference number didn't exist and ended the call with me.
I then called back and got someone else, whom explained that the Vodacom system they use and the internet one I was using to upgrade with are not linked so we had to reload everything again.
The call center lady then offered me another good deal on this Wifi 5GB router, which I took.
On the 25-10-16 my whole upgrade package came, (pic attached), everything was in order and I thought I was well on my way to been able to use my new devices.
6-11-16 The debit order comes off my account, what was agreed upon telephonically when upgrading was not as per the amount deducted. I therefore gave Vodacom a call the next day spent (no lies) 2hrs on the phone with not one, not two, but so many people I lost count, the staff are not trained at all on who to transfer the calls through to, how to deal with queries, how long not to leave a client on hold for & there is only so many times you can say 'your system is slow/froze/restarting'.
I was giving 7 references numbers throughout November now trying to settle this matter of my refund, where they have charged me an admin fee (when I upgraded telephonically) and then they still overcharged me overall on my final account.
All the figures they have on record as of the multiple times I have called in & I have ensured that the person on the other side reads back what I have said to them so I know that they have taken down my request correctly.
7-12-16 my debit order came off for the new month and I have found that the amount as promised which was going to get put back into my bank account at the end of the month or deducted off my Vodacom account has not been done. I now sit with a text stating that the 'Your query has been closed.'
Now to make things even better and what brings me to this point in wanting something to be taking seriously with my complaint is that my 5GB Wifi that I added to my package, never got loaded with its 5GB od data this month and I have called in twice already only to have the first time someone advise that it will be loaded by 5-12-16 & on the 7-12-16 I called back of which I was on hold while the lady was 'waiting for her system to load as it was slow' & then I got cut off, she called back and the same thing happened but that time she never called back and I still sit with no Wifi data, of which they have deducted the money for already this month.
Please can you try and advise me on how I can contact Vodacom Manager or someone 'big' in charge of which I can get my issues resolved as I have found that ever since I have upgraded I have been treated so badly and the service given but this company is absolutely horrendous.
I would just like what is fairly mine and what I have agreed upon and paid for, nothing more, I do not like any companies nor people whom take advantage of others and I feel that is what this company is doing and they staff do not give a dam and are so uneducated about the customer service that they should well be providing.
Thanking you in advance and looking forward to hearing back from you.

Kind Regards,

Catherine Knowles
knowles.[protected]@gmail.com

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1:11 am EST
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Vodacom fraudulent upgrade done on my account.

Reference numbers: 1-[protected] & 1-[protected].
I have been living abroad for the last 8 years. An upgrade was done on my vodacom account without my authorization or knowledge. I have reams and reams of correspondence between myself and the vodacom customer service staff - 7 of them to date - and I still am no closer to having the matter resolved. I was first told that the upgrade was done online and then they changed the story and said it was done at one of their stores with the correct documentation and with me being present. I have sent them proof that I have not been in sa by way of my passport showing my movements plus a company letter confirming my residence in sydney, australia and indonesia. It is more than a month since my first interaction with vodacom. Due to the 9 hour time differences between sa and australia it is almost impossible for me to telephonically address the matter. I have sent all the correspondence between me and vodacom to my mother-in-law and have asked her to do one of two things: (A) try to get a resolution to the problem or (B) lay a fraud charge against vodacom for the financial losses I have suffered to date. Even she is having difficulty in getting to discuss the matter with someone in vodacom. When she speaks to the fraud division, she is told she has to speak to the upgrade division. When she speaks to the upgrade division they say she has to speak to the fraud and risk disvision! My mother-in-law holds a full power of attorney over my business and is authorized to conduct my sa business in my absence. Her contact details are as follows:
Cecile louw
Tel: [protected] / [protected]
[protected]@vodacom.Co. Za

My details are as follows:

Dolan darryll harvey
Id: [protected]
Tel: [protected]
Australian number: +61 [protected]
Vodacom account number: ga319087-5
E-mail: [protected]@me.com

Your urgent intervention will be appreciated.

Kind regards
Dolan harvey

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M
12:40 am EST

Vodacom phone can't recharge / monthly airtime loaded as minutes not airtime

I recently upgraded my contract, and since then I have been struggling to recharge my phone. I have been calling for 6 weeks now and my queries are closed without being resolved. I can't even access cell phone banking because Vodacom is supposed to load R150 to my phone as airtime, I don't get that R150 airtime, instead I get 75 minutes which is very inconvenient for me to use. To op up the problem I can't recharge airtime. I get a error that says cannot be processed when trying to recharge using an airtime voucher, when I load airtime via internet banking it says this phone does not qualify for a prepaid product. Vodacom messed up my package and I called a million times and all I got was a poor service. They all tell me they will fix my problem but none ever helped me. Amukelani Mabunda even promised to help me with this issue, but she vanished. So disappointed in Vodacom. I am frustrated because I use this number for cell phone banking but cannot access it anymore due to inability to purchase airtime. I can't wait to leave vodacom afterthis ridiculous service I received from them.

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10:55 pm EST

Vodacom vodacom competition

Good day

I've played the Vodacom competition for a few times and on 2 occasions, I've won data - first 50MB on 16 November, the 500MB on 5 December. I have not received any of this and would like to know what the reason is. As far as I am aware, I do not need to do anything to claim this, it's supposed to load automatically
Please assist

Regards,
Tanya Weitz
[protected]

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10:11 pm EST

Vodacom data

I am with vodacom maybe 20 years. I never run out of data. Last month (Nov 2016) I know that i used up almost all my data because I was in hospital and did all my connectivity through my cell...

Now suddenly on the 8th i get a message from vodacom that I run out of data...That is so not true!..I am hardly on my data..

Tell Vodacom not to load my account with unlawful amounts...I promise you guys I won't leave it here and will go global and tell every one to check their accounts.. I will go to carte Blanche, newspapers etc...

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9:38 pm EST

Vodacom bad vodacom services

To whom it may concern
On the 26/09/2016 I phone Vodacom to change my contract .I explain to the consultant that I want to change, if my data are finish they must stop the phone and then I can buy data to go on .The consultant went on my account and change my contract, I did received a sms to confirm the change that's made. The consultants also mention that it won't be active in this month but will happen from next month the 10th.
The phone data was use and on the 04/10/2016 the data was finish.We didn't know it but we know the contract is change and the phone will block, so we went on with the data until we realize something is wrong. I phone the Vodacom consultant to find out what's going on and she explain to me that there are no contract in place at all .I did explain to her that what now who are going to pay for this now, she said I must just activate it again. Ferries of knowing that there's a R600, 00 different on my account, I activate it again. The next day my phone are block, so I phone Vodacom consultant again to found out what's going on and realize the second consultant did not change the contract again and have just block the phone. I explain to the 3rd consultant to change my contract and unblock the phone, nothing was done .The 4th consultant sent me a email to check and ok to change the contract .After 4 more phone calls to Vodacom consultants and one manager, the phone was unblock and the contract was change
Can you please get your consultant up to speed and get the competent. Check your recordings, because I am not going to pay extra R600, 00 for incompetency's from Vodacom .
Please ament my account and come back to me to pay outstanding amount
Thank you
Al the recording can be sent from my side on request.
Renato Izak Louise De Villiers
Cell number :[protected]
Id :[protected]

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9:03 am EST

Vodacom no feedback or service

I have upgraded my contract during November 2016. Everything was fine until 30 November 2016. Since then I cannot send messages or make calls. I've been to the outlet several times but with no success. I phone the customer service. They said they will call me back but up to now nobody called me. An e-mail was send to vodacom but still no reply. It is now 10 days that I have this problem. I've been with vodacom for almost 20 years. This year I've more problems with vodacom than ever before. If this complaint is not attend to and rectified, I will cancel all my business with vodacom and sign up with an other network provider. This year service with vodacom is pathetic!

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7:56 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Vodacom upgrade to data package and tablet

Upgrade requested on 24/11/2016. Upgrade was granted and agreed on a Vodacom Smart Tab 2 3G and 1Gig of data for R99.00.
Received tablet on 29 Nov. Phone customer care to activate simcard and did a sim swap as well.
I was put on a U Choose package with Airtime Of R200. No data!
Issue is not resolved after many calls.
No feedback either from Vodacom.

I'm going to put this incident now on social media. This is very disturbing.

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7:19 am EST

Vodacom vodacom upgrade

Upgrade done on 23 November on [protected] still no phone spoken to 9 consultant's called upgrade dept 3 times today to be cut off by consultants every time. Still no answer when I will get my phone I was charged R421.18 for a phone that's not delivered and don't know why I am charged as online upgrades don't have any fees and vodacom have a next day delivery policy for online upgrades... So what now vodacom?two weeks already!

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4:42 am EST

Vodacom problem to read info on fixed wireless terminal model-f317 ce0168

I bought into this system yesterday. Today, upon trying to load my address book manually, one by one, I found I could not see the writing on the screen. I contacted Miss Wietske Botes, from whom I had purchased the instrument. She assured me there was no light to adjust nor the possibility of a clear glass window. I am asking you the same question and ask for some suggestion to ease my discomfort.

Thank you.

M. Burchell (Mrs)

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1:21 am EST
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Vodacom incompetence

My phone was stolen about 2 months ago and I phoned Vodacom to black list the phone, I later on recovered the phone (Uber found it in one of the vehicles) I then went to the police station to hand in my afidavit and phoned Vodacom again to take the phone off of black list which took an additional 2 weeks. the phone then worked for 2 weeks and then stopped working again, . vodacom thought it had been put on black list again which it hadnt - finding this out after a month that the phone is 'not locked' as vodacom states. For the past 2 days I have been phoning vodacom, visiting vodacom care stores in Bryanston and vodaworld, I have called the call centre twice (spending more than 30 - 45 mins on the phone at a time) no answer, no hep NOTHING, but yet, the debit order goes off and vodacom gets paid, this is absolutely shocking.

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12:23 am EST
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Vodacom data and account

I have received a phone bill that is double that of what it usually is because of supposed 'out of data bundle rates'. I however did buy data and no additional notification was sent to say i had run out of data. I sent an enquiry 8 working days ago and no one has contacted me. Each day everyone says they have escalated it but i haven't heard from anyone. To top it off, i bought a 5gb data bundle this month and i was told it's not showing on the system but when i dial *111# it shows i have 4.5gb. What the hell is going on? I am emigrating so i need this resolved now! I am happy to go mad on social media because this is unacceptable. I truly despise vodacom!

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11:46 pm EST
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Vodacom not able to do calls after sim swap

After having to replace a lost phone, a sim swop needed to be done. This was on Tue 29 Nov. Received my new phone the next day, new sim connected but since then I am unable to make any calls. A message tells me that my service has been suspended.

I notice from reading the listed complaints on this portal, that this is a common problem.

The call centre is completely an embarrasment for a big company like Vodacom. I can go on here, but that for next time.

Today is 7 Dec. Every day I have been calling, sent from one to the other, yet absolutely no progress at all. I have been promised by the Solution section twice that personal attention will be given, the case will be monitored, I will receive a feed back call (even given the estimtaed time of call), but no call on either occassion.

If this problem is not unique, a problem experienced by many others, why does this not get attention? Surely when phoning in, the call centre staff should be ready with advice and solutions. Is there no controls, management, internal communications going on in the call centre?

I have no idea what to do now. I can not do calls and fear the moment when, in a critical or emergancy situation not being able to make any contact. What if I get stranded somewhere at night (accident, vehicle break down, ect)?

I am sceptical now about Vodacom as trusted service provider.

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11:40 pm EST

Vodacom upgrade failure

i have upgraded last week Monday(28/11/16) and up to today(07/12/16) and ALOT of phone calls later, i still have no phone and no answer as to when i will receive my upgrade and the best of all i received 3 diffrent reasons why this phone is not send out, is this the standards of Vodacom - FRIGHTNING - i have been promised a call back and in 3 days time i have not been called back by any of these people.

i strongly feel vodacom should be looking into their sevice there is serious problems,

the upgrade number in question is [protected]

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11:16 pm EST
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Vodacom poor service and long waits for poor service

I had an accident with my cell took it to Bedford Centre they checked is insured told me to take it to EastGate Customer Care.
I sat waiting for my number to come up for over an hour when I did see an agent they again looked up said it was insured would send it for a quote. On Monday received a call to say it would be repaired and I would need to pay R150.00 to which I agreed. On Tuesday got 2 SMS's to say it would not be repaired and go back to Eastgate. I again sat waiting for over half an hour when I saw the agent she looked the number up on her computer and told me I had been sent the wrong SMS and the phone is being repaired and would be ready Monday/Tuesday. I went down yesterday Tuesday and asked if the lady could look up and give me a progress report, was told to take a number and wait, said I did not have the time to wait could she not just look it up, her answer was to come back when I have time to sit around and wait.
The staff at this branch must be the most unfriendly bunch and not customer friendly i have ever come across. I still have no idea when my cell will be repaired or not repaired.

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11:06 pm EST
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Vodacom problems with our account - can it be a scam??

16/11/16 - rek no - [protected]-7 - op die datum is daar bleikbaar n debiet nota van my rekening verhaal. Daar is geen toestemming vir so n transaksie gegee nie aangesien ek die Vodacom rek elke maan per internet 'EFT" oorbetaal. Volgens n me Mashudu dat die debiet order nie afgegaan het nie en toe betaal Vodacom die geld terug in my Standard Bank rekening. Ek het nie n Standard Bank rekening nie. Volgens haar skuld ek nou Vodacom die bedrag van R1215.60. Ek soek asb bewyse van die toestemming wat gegee is dat Vodacom die debiet order kan aftrek. Kan julle asb hierdie saak uitsorteer aangesien dit nie n fout aan my kant is nie.

dankie
Herman O'Neil

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10:23 am EST
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Vodacom sim-swap

My phone was stolen on the 27th November 2016. On the 28th November 2016 I went to a local agent at the Kolonade Mall (Pretoria) to do a sim-swap. I have not been able to make a call since then despite the fact that I am on fully-paid contract. On the 2nd of December 2016 I did another sim-swap after having bought another phone (after suspecting the problem might have been with the device from a different brand).

My problem has persisted up to now.

I have been to several agencies and have called the 082114 number without any joy!

I suffered a substantial loss when my Samsung Note 5 was stolen and am now a further victim to the incompetence of the Vodacom personnel and the said "new system". I am a self-employed business person and the inconvenience of being unable to communicate on my duly paid service is needless to mention.

I really cannot understand how so many days and after so many people have been involved you still are unable to solve the problem?

If I could I would have terminated the contract already! I bought R7 worth of power hour in the interim and have lost out on that.

I know that given your history I would not even bother expecting a refund.

I am just awaiting the contract to run its course and I will be an experienced ex-subscriber.

The attitude by Vodacom to its customers is demeaning to say the least.

I have suffered enough and doubt if any PR gymnastics can change my resolve.

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8:30 am EST

Vodacom poor and inefficient customer service

My Vodacom service has been suspended 4 X in 6 months, since I upgraded my phone. Never had this problem before upgrading. My account is paid on time every month and they cannot tell me why someone keeps locking my phone. They promise to have someone look into it, but no feedback ever. Very disappointed with incompetent and zero customer service regarding this problem.

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7:13 am EST

Vodacom customer care - sim swops

3 of my phones were stolen in an armed robbery. I phoned Vodacom and reported them stolen and blocked the numbers. I went into Vodacom Fourways 3 days later and upgraded one of the phones and did sim swops on all 3 numbers so my family and I could get in contact again. One of the numbers was active the next day but the other 2 sims are still not active. I have phoned Vodacom customer care at least 10 times. I have been cut off numerous times but have been told 5 times now that there is nothing wrong on their side and I must switch off the phones for one hour and try again. The last time I phoned at 4pm on 6/12 I was once again told to switch off for an hour. When I explained that this had not worked I was told it was the only thing that could be done. I asked to speak to a manager twice and both times this guy put me through to another call centre agent!
What can I do?
This has been a hugely traumatic experience and Vodacom is making it worse!

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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.

How to file a complaint about Vodacom?

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2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

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.

8. Submission process: After reviewing your complaint, click the 'Submit' button to formally file your complaint on ComplaintsBoard.com.

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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Website

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