Vodacom
reviews and complaints

R7/ day deducted from my phone [protected] for alleged subscriptions.
on enquiry Vodacom Precious 23/2 / Victoria 26/2 confirm 2 subscriptions were activated viz.
media filez silver base bone and W video content of which there are no contact details. We wish to reverse these transactions as we have no knowledge or USED such subscriptions and have not activated or subscribe to such subscriptions. Please furnish details and contact no for subscribers that Vodacom allowed to defraud our number and refund amount taken off or we have no choice but to take our custom elsewhere.

In December 2016, my family and I decided to move from Johannesburg to a rural area in the Free State.
At the time both my husband and I were on Vodacom Red advantage contracts, on a month to month basis as we did not upgrade in June 2016 when we were due for an upgrade.
We decided that we don't need the expensive cell phone contracts and we also don't need new devices and therefor took out the package.
Due to our circumstances and we not having guaranteed income, (being farmers) we asked the Vodacom representative a number of times that this package is not a contract and we will be able to cancel it with 30 days notice, on which he assured us with an example that comes June 2017 and we realise that the Farming income is under pressure and we need to cancel one or both of the packages and make them pre-paid, we will be able to do so given a 30 day notice period.
In December 2017, we became aware that we will not be able to afford both packages and therefor rather give notice on one of them, than being unable to pay them.
At this time, we contacted the Vodacom Call centre, whom advised us that we have a 24 month contract and will not be able to make the number a prepaid number without paying the remainder of the 24month contract.
We've requested them to send us a copy of the contract we signed, as the representative in store made us believe that it was different.
Vodacom were till now(15 Feb 2018) unable to provide us with the signed documentation that stipulate the 24 month contract. Also the package we are on, was a promotional package and on the Vodacom website, there are no Terms and Conditions available for this package.
A very helpful person in the Customer Care centre advices us to take it up with the branch where we went to make the changes to our package.
Thereafter the painstaking experience started, trying to get a hold of the manager/owner of this branch. Then explaining the whole situation, getting a promise that they will get the contract and phone us back.
Just to have to phone again in a couple of days, starting from scratch again, to be told but the Call Centre says it's a 24 month contract and there is nothing they can do about it. Again to request the contract we signed and still no feedback.
Below the trial of events I kept since my first interaction with Vodacom in this regards.
The outcome we were looking for is that one of the numbers be changed to a prepaid, so that we can limit the money spent if we don't have it. We always had the intention to keep one of the numbers on the current package.
To be honest, in absence of any documentation that we signed and the poor service we've been getting, I am going to take this further. Taking into account the Customer Protection Act and relevant Service Boards, Vodacom should not be getting away with this.
29 December 2017 - Call Centre - to request cancellation
29 December 2017 - Request Contract from Call Centre
Received Data contract
3 Jan 2017 - Request contract again
3 January 2018 - Call Centre to request contracts
8 January 2018 0 Request contracts
9 January 2018 - received other voice contract, equest contract again
Vodacom Clearwater, Johannesburg
Managers
William Katjatji or Alli Mabasa
Alli Mabasa - 24 Jan 2018 @10:05
Explained query around 30 day contract vs 24 month contract
Alli Will pull out the contracts and revert back shortly
31 Jan 2018 - 17:34 - Alli on the phone pls phone back in 5min
31 Jan 2018 - 17:39 - Alli not available - left message for him to phone me back
1 Feb 2018 - 10:58 - Person hung up on me
1 Feb 2018 - 10:59 - Alli busy with customer, Left message for Alli to phone me back
5 Feb 2018 - 13:40 - Alli stepped out - asked to phone back in 10min
5 Feb 2018 - Left message for Alli to phone me back
12 Feb 2018 - 11.33 - Alli not avail
12 Feb 2019 - 12:58 - Alli not avail
12 Feb 2018 - 13:07 - Alli took my call.
No contract yet, advise me that Vodacom says it's a 24month contract and there is nothing I can do about it. Again I requested documentation where I signed for a contract as the Vodacom Salesperson who assisted us presented the package to us as a 30 day notice deal.
Alli will phone me back.
15 Feb 2018 - 12:55 - Alli not avail
15 Feb 2018 - 13.29 - phone rang, got picked up and then hung up.
In the light off the above an all our efforts to resolve this issue, we are now giving 30 days notice on the contract on the number [protected] and taking further steps.

I am writing this email regarding the bad service I have experienced at Vodacom Repairs Vanderbijlpark. On Monday 2018-01-15 I booked in my Samsung J3 2016 handset for repairs as per job number: [protected]. On Wednesday 2018-01-17 I received an sms from them informing me that my phone is ready for collection, but then I collected it on Monday 2018-01-22. I noticed that it was still doing what it was giving me problem with before booking it for repairs.

On Wednesday 2018-01-31 I booked it in and told them that the problem was not resolved since it was doing the same thing, job receipt was labelled as re-repair. Later on the same day I received sms saying that my phone was ready for collection. On Thursday 2018-02-01 I went to collect my phone and I was told the problem was a battery and it cost about three hundred and eighty rand (R380-00), I told Andries Jansen(consultant) that I would like to have it since it will solve my handset problem. He told me that he will order it and call me when it arrives but even today I have received nothing.

I would like to tell you a bit about the problem I was experiencing with my phone, after a 100% recharge it died after about 2 hours regardless of percentage left or whether busy or not. After the first repairs it died whenever the battery percentage reached anything less than 70% regardless of duration after a full recharge. So now my concern is if they did not pick up the battery problem the first time, what exactly did they fix then? The second thing is if I do get that battery and it still doing the same thing, would I get a refund? What did they do second time around for them to realise that the problem was not software related but the battery? Two weeks later I still have not received a battery, was Mr. Jansen just sending me away hoping that I would never come back again? My handset is still under warranty but it gives me heartache especially with incompetent people at Vodacom repairs Vanderbijlpark.

I wrote the above mentioned tI am writing this email regarding the bad service I have experienced at Vodacom Repairs Vanderbijlpark. On Monday 2018-01-15 I booked in my Samsung J3 2016 handset for repairs as per job number: [protected]. On Wednesday 2018-01-17 I received an sms from them informing me that my phone is ready for collection, but then I collected it on Monday 2018-01-22. I noticed that it was still doing what it was giving me problem with before booking it for repairs.

On Wednesday 2018-01-31 I booked it in and told them that the problem was not resolved since it was doing the same thing, job receipt was labelled as re-repair. Later on the same day I received sms saying that my phone was ready for collection. On Thursday 2018-02-01 I went to collect my phone and I was told the problem was a battery and it cost about three hundred and eighty rand (R380-00), I told Andries Jansen that I would like to have it since it will solve my handset problem. He told me that he will order it and call me when it arrives but even today I have received nothing.

I would like to tell you a bit about the problem I was experiencing with my phone, after a 100% recharge it died after about 2 hours regardless of percentage left or whether busy or not. After the first repairs it died whenever the battery percentage reached anything less than 70% regardless of duration after a full recharge. So now my concern is if they did not pick up the battery problem the first time, what exactly did they fix then? The second thing is if I do get that battery and it still doing the same thing, would I get a refund? What did they do second time around for them to realise that the problem was not software related but the battery? Two weeks later I still have not received a battery, was Mr. Jansen just sending me away hoping that I would never come back again? My handset is still under warranty but it gives me heartache especially with incompetent people at Vodacom repairs Vanderbijlpark.

I wrote this email to Mr. Herman Crous for bad service on 2018-02-16 but he has not responded.

Now lately vodacom hasn't been the nicest service provider to use. I have been on this network for years and only now I considering switchinf to other service providers.

Im spending a lot of money on air time only to be told I.habe subscriptions which never subscribed to. Just a few minutes ago after recharging with airtime, I actually waited to see what will happen and boom...an sms saying thank you for subscribing to games.

Im so unhappy right now...the fact that I must now look for a reliable service provider that doesnt reap people off. I've always rated vodacom highly but this time around they are failing us.

It was.nice while it lasted people.
Maybe I will consider returning once I start hearing better reports about your rip-off tactics.

It seems vodacom is robbing us! I jave the very same problem as Joshua amd For the past few months now I have been done in by vodacom. I can't even begin to tell u the amount of money i spend on data and airtime! Just one example of what happens to me; I purchased airtime and buy my data thru *111# I purchased 1GiGs data 7 days and it did not even last an hour! What a joke! I then purchased another 2GiGs on the very same day and within 3 hours of not downloading or uploading anything I had 1GiG remaining! Today they rewarded me with R150 airtime but only if i bought airtime for R15 would I then be given the free R150 to use by 11:45pm I tried to make a call just hours ago and it shows me a 0 balance! Pathetic service. I would like vodacone to investigate into my account! And see just how we are getting robbed! I'm really not happy with vodacom and won't be upgrading my contract in the future because of this.

I placed an order for Upgrade online on 10 Feb 2018. It was indicated that the phone is out of stock. I called on Monday 12 Feb to get an ETA on the phone. No one could assist me. They proceeded to call the warehouse who also had no answers. I have since then called on 4 separate occasions only to get the same answer. It is now the 22 Feb and i still have no answers and the warehouse still cannot give an estimated time for the stock to arrive. I tried to escalate it today, and the call centre agent was not very helpful. I was told i would be contacted so that i can escalate the issue and this has still not happened. What gives Vodacom? Very poor service from a long standing client.

17/1/2018 I approached Vodacom Shop The Grove and the consultant Eddie confirmed that 2 contracts are due for upgrade. Choice was made on the contracts. The 2x contract amounts were explained which I signed for. Phones were collected shortly thereafter. A week later a sms notification was send out that the amount is not R849pm but R1240pm . I went back to the shop to be told by Eddie that he made a mistake not telling me that I still need to pay for the old handsets for 3 months. The store manager Surita van Schalkwyk does not want to resolve the matter eventhough her staff member acknowledge his error. Clearly Surita is pushing these staff members for sales and does not take responsibility or accountability in making errors. I expect that these remaining old handset fees be written back on both contracts because I would not have taken the new phones had this been pointed out to me. This is the second time that I lodge the complaint as my 1st complaint dated 12th of February is still unattended. Mrs S du Toit, my contact details [protected]

I have been battling to get hold of anyone at vodacom who can help me with my incoming emails as they just stopped working 3 days ago, no one at vodacom seems to have a clue of what i am talking about, I then asked to speak to a manager and was told someone will call me back, I then gave them the number to be contacted on, i then received a sms on a different number (simple instruction which could not be followed ) from Julian Major telling me vodacom do not deal with 3rd party service providers . I migrated from voxtelecom as they no longer use vodacom (wonder why) but unfortunately i had taken the expense to put in vodacom signal boosters and therefore i migrated, so Julian Major youbare my service provider not voxtelecom but you didn't bother to even check before sending your stupid sms. Someone from vodacom called me (Godfrey) who arranged a conference call between myself, vodacom and voxtelecom and both agreed vodacom is the service provider and must sort out the problem, a 1hour and 16 minute call eventually was dropped😢😢 no one called me back and the problem is ongoing. This email address is a business and I am on deadline with various things. Could someone out there please advise me what I should do. I attach a few screenshots of various other complaints. I did however read one very complimentary email regarding vodacom but unfortunately these are definitely in the minority.

I am dirkie vorster id: [protected] I try to sent an email to every email address I can find from vodacom and still did not get any feedback please need an letter to confirm my account is close at vodacom as per my knowledge I don't own any thing this account is settled in full.

Please ensure that this is will be done as soon as posible and update at the credit bureau.

dear sir/madam

see below the nature of complaint.

they only responded to it when I have inquire about it. it suggest that there is no willingness to address the my complaint.

the response to be is unsubstantiated and has no basis in that I was informed of the outcome. the financial losses I suffered due to vodacom bad service. I even asked manager what she means by fuel cost that they do not pay. no response was received.

regards
vuyani
_
from: "vuyani mbaqa"
date: 21 feb 2018 10:27
subject: re: compliant against vodacom service (donovan) : cape gate mall
to: "lize hartley"
cc:

good day

what does fuel cost means?

regards
v

_
on 21 feb 2018 10:24, "lize hartley" wrote:
hi, vuyani

as mentioned I did address the issues with staff. I have also brought the incident to the manager's attention so that he can keep a close eye on the service levels. unfortunately we do not refund fuel costs.

regards, —
lize hartley
hod: ebu and operations (western cape)
hicell cellular group
tel: +27 21 201 6790
cell: +27 72 392 7655
fax: +27 12 653 6130

on 21 feb 2018, at 10:04, vuyani mbaqa wrote:

good day lizel

thanks for the feedback. can you give me clarity on specific issues under the the heading concerns

regards
v. mbaqa

on 21 feb 2018 10:00, "lize hartley" wrote:
hi, vuyani

my apologies for only getting back to you now, I have been away.

I have spoken to all the staff you mentioned and addressed this with them, especially donovan. I apologise for the poor service you received in our store, and I can assure you we have addressed this with the staff. if there is any way I can help additionally, let me know.

regards, —
lize hartley
hod: ebu and operations (western cape)
hicell cellular group
tel: +27 21 201 6790
cell: +27 72 392 7655
fax: +27 12 653 6130

_
on 20 feb 2018, at 18:23, vuyani mbaqa wrote:

good day, ops & and hr manager

your company is kindly requested to provide status of my complain.

regards
v. mbaqa

_ — forwarded message —
from: "vuyani mbaqa"
date: 13 feb 2018 08:10
subject: complant angaist vodacom service (donovan) : cape gate mall
to: "vodacom4u. [protected]@vodealers.co.za"
cc: "[protected]@gmail.com"

dear mr rajie (store manager)

I am vuyani mbaqa, the vodacom client. this communicare seeks to bring my complaint under the attention of vodacom management.

on friday, 9th february 2018, I have lost my contract note phone that was already due for upgrade. on the same afternoon I approached cape gate vodacom shop situated opposite to musica for the following reasons
1. to blacklist the lost phone and the possibility of retrieving information
2. to upgrade the lost and purchase the second contract phone for my child

when I entered vodacom shop, I was approached by ms keshia jansen for assistance, while talking to her, donovan also came afterward and listen to us. donova took over the conversation and took us to one side. I explain the abovementioned point 1 and 2. he committed to me that if I do the paperwork now I will go out of the shop with my both phones (s8 and iphone 8) connected and working. he committed because i've specifically asked him since the time was already after 19h00. he further committed to blacklist my stolen note phone and retrieve my information. at about 20h10 after a very long struggle in activating the phones donova told me the following:

that the phones are connected, I asked how are they working while they are still in sealed boxes. when I opened the boxes the phones were not active at all. he insisted that they are indeed connected it's just that they will be connected automatically tomorrow after 9h00 by the system. I said before the contracts were signed off you promised me that I will work out of the shop with both phoned working. I found it strange as an ould and loyal vodacome client knowing that a deal has to be close before a client leaves the shop. I asked him about cell number of the new line that is on iphone and the s8 was just an upgrade. donova said, the iphone will send me the cell number to the device tomorrow. this did go down well to me as well, by I said maybe that's how iphone works but I expressed my unhappiness to him and he promised that I do not have to worry after 9h00 the following day everything will be sorted. I said I will be away the next day and I have business to run with the phones so I do not want any inconviniences.

on saturday, 10 february 2018, both phoned were offline for the rest of the day. on my arrival in brackenfell I went to the store at around 19h00. donovan was not there and I was assisted by keshia and enrique van der westhuizen.
enrique discovered the following
3. that the sim card of the of the iphone was on s8 and the iphone had to sim card at all.
4. my capped contact was converted to open contract and I will be billed when data is exhausted. this chocked me because I never took the open contract ever since my previous contracts with vodacom.

at about 20h20 enrique said the s8 will be working on the following day and confirmed the iphone was sorted.
after hardly 5min I discovered that the iphone was offline I went back and they already left the shop.

on sunday, 11 february 2018,

I went back to the shop in the morning as I was going to the church. enrique said donova will assist me. I took donovan back to the commitments he made to me of a friday. he frowned and ask him why he doesn't even have a decency to apologise to me of what happened and I also said I don't want to be taken for granted. he even refused to me and his colleague to provide his surname because I wanted his full details for reporting purposes. he stood up and said I am not assisting you sir and he went to the back office. after a while standing in the cubicle. keshia asked me of what happened and I told her, she called another gentleman and he is the one who said he will arrange with the other voda shop in the mall to assist me, after he talked to them over the phone. he said sir I have made arrangement you can go to anton and he described him. anton was very professional in his service. he did the baseline set up of the iphone and created an id for me and even explain how it works. I was then charged r320.00 afterwards. I further found it strange because I was refeered by another voda shop. I could not do my businesses for the third day and ended up cancelling my church service and meeting because I only left anton at 12h30.

concerns
I am concern of the fact that I was undermined by the vodaom in the form of donovan. it is my assumption that all employees has to confirm with the service charter and /or rules of vodacom. his behaviour is definitely unaccepted in that (a) he failed to perform his duties as expected, (b) brought the name of vodacom into disrepute, (c) he treating me with the stinking attitude in front of other clients and vodacom employees, (d) I could not do my businesses for the entire weekend and (e) I suffered financial losses or r320 and the petrol of going up and down to the mall.

it is my submission that the matter be investigated to determine justifiable grounds in order to discipline him purely on misconduct. donovan displayed incompetency and the I don't care attitude, such person cannot work with client in such a highly respected company. your company is further requested to (f) deliver on the commitment of retrieving information and (g) confirm the lost phone was indeed blocked by donovan. lastly, (h) be reimbursed the financial lossed incurred.

your assistance will be appreciated.

thanks and kind regards...
vuyani mbaqa
cel. [protected]

Elite Mobile contacted me in 2016 for a subscription to Vodacom @ the amount of R99.00, with a free Tablet.

At the time I agreed, however, within one day I canelled the deal via email.

Delivery of the tablet took place within 2 weeks of date of cancellation.

I asked that the parcel be returned, however, the courier was not able to return it.

I duly contacted Elite mobile/Vodacom to collect the unopened parcel and also cancel my subscription.

To date, the subscription has still not been cancelled and the R99 per month has been deducted from my account since date of cancellation.

I have, in January 2018, been to the Vodacom Centurion store to cancel this suscription and a cancellatio document was forwarded to their head office, stating that all monies paid on this subscription, be refunded to me as a matter of urgency.

Not having received any acknowledgement, I, this morning, attempted to telephone the department in question.

I dealt with 4 different departments, of which, inter alia, the cancellations ánd new subscriptions departments.
One department telling me to talk to the next, and the next and the next.

To date, I have still not been able to cancel this subscription and no monies repaid to me as yet.

I have been a customer of Vodacom's for a period of 22 years +.
I am extremely disgusted with this service!

I am now ready to take this issue to Hello Peter as well as the media!

Good day we stay on a farm and have no vodacom signal for about a month now. We have a booster in the house but still no calls in or out goining from cellphones were we usually have full signal. All business are done on cellphone so we are really struggling at the moment. Can you please give me a number or contact to phone for further assistance. We are between Strydenburg and Britstown, Nothern Cape. Probably the Renosterberg tower?

I changed my contract on [protected] to a pre-paid in Sept 2017. (my son is using the phone only when working in South-Africa).

After phoning several times, vodacom sent me a pre-cancelation form and quote. I made a payment, send the proof of the paymet, ID Copy etc. Afterwards I have to make another payment.

Vodacom assured me that the contract has been cancelled and can be use as a pre-paid. IMMEDIATELY the next month there was no benefits like beforeon the contract. Which is correct.

My son came back from Canada and Namibie and used the phone from Dec 2017 up to know...when he loaded airtime, it only last for a few calls and then nothing.
Today they suspended the phone.

I phoned vodacom 7 times...everytime the same story..that this is still a contract phone and i am in arrears. But the benefits expired and the airtime dissapears. Ive got all the proof of payments as well as the pre-cancellation quote from vodacom and the payment.

this is very urgent matter as this is the only nr which he can use and he uses it for business while in SA.

DJ Keyser
1.

I have 4 contracts with Vodacom. On Friday, 9 Feb, I try to buy data for my dongle on the app and website without success. I called Vodacom on Monday, 12 Feb. The lady insisted my app is out of date and finally understand after 20 min that the app is unistalled and re-installed and even the website doesn't work. Services request logged. On Wednesday, 14 Feb I've called again and they load data from their side (so I didn't received the double data). On 12 Feb I submit a complaint on Hello Peter with Vodacom replying they will contact me. Still waiting for that call and it is 18 Feb already. On 15 Feb I buy double data for my cell number and never received the double data. I called Vodacom on 16 Feb. The lady just told me she don't see the purchase although I have the email to proof it and the issue on the other number is solved according to her. So once again no help from Vodacom. On 18 Feb I call Vodacom again because I had to buy data yet again because of their pathetic service and the lady just told me the fault is on my side although I've done exactly everything Vodacom told me to do. I week later and nothing is resolve from Vodacom's side. This is not the first time I have this trouble with Vodacom. Needless to say, I won't be renewing any of my contracts with Vodacom

I am writing on behalf of my mother.
She has contract phones with Vodacom. It has been a couple of years 2 maybe 3 years now. Some time last year she tried to go and upgrade one of her phones as she received an sms to confirm that her upgrade is due soon. Only to find out that they have already upgraded without her knowledge. She then asked how that is possible as to she wasn't the one who requested an upgrade. Later on in the year another phone was upgraded without her knowledge. Now its 2 phones. Upgraded, the people at Vodacom Roodepoort Westgate said they don't know how that happened and not sure who authorized the upgrades. Now my mom is been charged almost 3 times the amount she used to pay for her phones. Please assist as they have been deducting money from her account every month since last year August, September. And she wants to know how this is happening and why they haven't even noticed.She wants this matter resolved and would like it if they refund her all those months they took her money.

If possible please get back to me on the following email address and cell number :[protected]@gmail.com, [protected]

I had a contract with Vodacom which expired in august 2017. I called Vodacom to cancel but I was told that my contract was renewed. I informed them to cancel since I did not want to continue with the contract and I did not renew the contract. Vodacom always promised to come back to me and they failed. I keep on following up with Vodacom which they always promised to come back to me but they failed. I also send an email and they acknowledge keep on asking one and the same thing on their emails. Now I am receiving sms that I owe Vodacom which I do not. The cell number I complain about is [protected]. Vodacom to cancel the contract since I did not renew the contract

Is there anything you can do to help us with signal strenght at our premises. There's a few vodacom users complaining and I'm running a small business there and I always struggle to connect to the internet and other users with calls exc.
Phone numbers
[protected]
[protected]
[protected]
These are just 3 users there's more vodacom users, the neighbours

I haven't had or used vodacom for two years but suddenly out of the blue im apparently on a vodacom contract for r445.00pm? And this is without my signature, without my permission and without me? Are your staff allowed to use your clients names and open contracts illegally? Is that what type of business vodacom operates? I already have the proof of payment from your very own collections department saying I owe nothing. So please by all means take me to court and let the world see how vodacom can open contracts without you, without your permission for their friends and family. My lawyer will have an absolute field day with this illegal operations. Take my name off all of your contracts - remove my name from experian or be sued!

Oh and this is the second time for the same problem - talk about being pathetic!

Yesterday I received R150 bunus to spend when I recharge with R15 I recharged with R29, it was not specific however the bus indicate that you have been given R150 to spent. To my Suprise after I have made calls it has been taking from my contract minutes from 110m I was left with 54m and my package I also have 200 sms I was charged for sending sms worse not from even R150 bonus but from the airtime I recharged. I called it was promised that the matter will be sorted and Vodacom will call me back it has never happened up until I called. Please resolve my query and please Vodacom stop lying to us with bonus airtime if it's not going to be given to customers.

I have been a Vodacom customer for over 20 years. I'm currently retired and cannot afford unnecessary costs. Vodacom Live (WASP) services are been deducted from my account. I do not play games, I do not subscribe. I have called multiple times, have escalated to a supervisor, have called head office retentions, have called WASPA direct and have even logged onto the Vodacom APP and web portal to cancel services. I have checked my phone for malware, virus, spyware. I have updated the OS on my phone. These services are been added at all time of the day and night, for example, 4am. Vodacom promise to resolve, call you back and request a credit but I have just received another bill for over R 1000 with R400+ charges for Vodacom live. I did not give Vodacom permission to allow a third party to debit my account.