Vodacom
reviews and complaints

I received an sms informing me that the voicemail has been upgraded. I didn't know this was evening happening or what has changed. My problem is that the recorded voicemail message was not carried through to the upgrade. When i took out the contract, i took it out or my son who recorded his voicemail message. 8 years ago he died. As a result i would call the number just to listen to his voice. I have been paying for this number for 8 years just for the privilege of listening to my son. This has now been taken away from me without my consent or knowledge. How many other people have they done this to.

Hi

I've been a Vodacom customer for over 10yrs and never have I experienced such poor service before. I'm speechless by the non chalant attitude and care that people have had around resolving my query.
The amount of red tape and process which agents are trained up to communicate to client comes across as robot and scripted. They have no clue how to listen to customers and treat people like human beings.

Disgusted to see the least.

Hi,

I went to Vodacom Menlo Park repairs and asked Tim to clear the e-mail accounts on my mom's phone so that she can add her own e-mail account.

He also cleared all my mom's telephone numbers. Imagine all the numbers she has accumulated over the years, she is 80.

He clearly did not care that she lost all her contact numbers.

I don't understand why Vodacom staff members are so mean.

Regards
Ivette
[protected] (my mom)

Email sent to Vodacom Tygervalley on the 12th Sept. Who called indicating that the store manager at Vodacom Greenacres will contact me. Until date, they did not.

On the 7 of June 2015 I booked my iPhone 6 plus at Vodacom repairs Port Elizabeth:

The touch screen was freezing and not responding to touch.
The phone returned on the 16 of June, the touch screen was working but, unfortunately the home button was stiff. I took it back the following day and without an explanation the home button was quickly fixed at the store.
For the touch screen job I had to pay a sum of R3146.55 for the work done.

On the 20 of August I had to return my phone to Vodacom because it was not charging, I received a message after following up that the phone is ready for collection. I collected on the 12.09.2016 . No explanation they just gave it back. I got home and I realized it was STILL not working. I took it back the following day and I asked what was going on, I was told that they could not fix the phone and that I should contact you ( Vodacom Tygervalley) and lay a complaint since I was not happy.

They kept the phone for more than three weeks only to say they can't fix it. Mind you, when I took the phone in on the 20th August, It was still within the 3 month work guarantee period. I paid for the first job which was not properly done ( i.e returned with a stiff home button). The next thing the phone is not charging.

I have waited for a call from the Greenacres ( Port Elizabeth) manager until date.

Yesterday, I took the phone to WeFix V&A Waterfront and they found that the home button screws were MISSING. Another part for relating to the battery was also MISSING. Vodacom Port Elizabeth are the only people who repaired this phone ever. I want the parts back the way there were!

I need answers regarding the POOR quality of work that was done, secondly Vodacom not taking responsibility for this. Lastly, keeping my phone for more than three weeks and returning it in the same state (or worse). In that three weeks, I was behind with work ( emails and other applications which I use to get my work done).

At this point of no joy in feedback, I also ended up buying two other phones ( a small mobile phone in August month) which led me to eventually get a new iPhone7 last week Friday. Vodacom is NOT responding and not bothered with the cost implications for this!

I want my R3 146 back so that I can pay someone else who can repair the phone properly. I also want the missing parts back ( WeFix report stating this available on request) and if the cost of the repairs NOW is greater than the R3 146, Vodacom I want Vodacom to pay for that!

Here are some of the Job numbers I could find for now. All the repair documents I have are available on request.
[protected]
[protected]

Regards

Philasande
[protected]@yahoo.com

I handed in an iphone 6 for a screen repair upon which i was quoted r1500 for access for the repair. I did not accept the access since i had screen insurance on the phone. 1st i was told i had no insurance, then i was told i had insurance but used it (I've been with vodacom for 16 years, never submitted a claim), then i was told i do have but it only covers r2500, damage was r4000. I requested my contract to proof this. Contract was received and amount verified upon which i then accepted the access of r1 500 for the repair. Month went by not response from vodacom upon which i phone. I was told an invoice have been send but i did not respond. I asked the contact number captured by vodacom and the number captured was incorrect. The rectified this and resend the quote. Why ? I already accepted the r1 500.. New quote is r4 330.86?! I phoned to find out why. Iphone suffered internal damaged after the 1st book in and vodacom wants me to pay for the damages caused to the phone while in their care. I escalated the matter and vodacom still says i have to pay. Phone was in 100% working order. Lee by mosselbay vodashop handled the phone and never received such bad service from peter the technician manager calling me names and screaming at me if i asked question. I ask for the franchise owner details and i was refused this information. Vodacom damaged my device of which i have to pay, not willing to investigate, received the poorest of service you can get and not i have to seek legal assistance via attorney & ombudsman. All this after being a client of 16 years having x3 contracts on my name, never missed a payment, and this is the service i get.

I have never received such unprofessional service in my life. My upgrade get delivered to my house but the box is empty. Plus invoice states black and I have ordered silver.

I will never work with Vodacom again they are not willing to help. I require my phone urgently but the tele sales people are unprofessional and laid back.

There is a massive signal outage in the Southern peninsular area of Cape Town. There is no way I can call customer care, they no longer have an email or online chat support and when I contacted them via twitter all I received was a suggestion that I reboot my phone.
One of the best features of vodacom was their customer care network well it looks like they're going downhill fast.

Upgrade on Company Cell phone loaded on the incorrect Package
Date 20 July 2016 - 18 Oct 2016
Contact Details [protected]
Description: On the 20th July 2016 at 8:23am I sent Amanda.[protected]@vcontractor.co.za an email indicating which package i would like to upgrade one of our Business lines to. The package clearly stated it came with a Galaxy Tab 3 lite. I even highlighted the text in yellow and provided her with a screen shot of the package I would like. When the phone was delivered on the 21st July at 11:14 sent her an email indicated that i received my package but then noticed that the tablet did not arrive with the package and sent her an urgent email to call me as my tablet was not delivered. She contacted me indicating that it will be delivered the next day. which should have been the 22nd July yet i am still waiting. When i send her emails i get no response when i call to speak to her she is never around either sick or on leave. I have phoned and spoken to her Manager who indicated that i will receive a response or a solution by the end of the week yet that phone call took place 2 weeks ago. I have had enough! Please can someone contact me with a way forward and not with empty promises.

Problem: could not access my email account as profile was deleted by vodacom (No authorisation given by the owner) with all my e-mails also deleted.
Incident 1st occurred on the 29/9/2016, reported on the 2/10/2016.
Call ref: s3-g8f2x-xvxd9, g8a32-2fwql. Call not resolved, yet vodacom closed the call. No solution on the recovery of my emails.

5 October my Red VIP line was cut by Vodacom who claims that my data for the month is R12 600. Having done nothing different during the month I asked them to investigate this matter as the data did not come to me. My phone is still not operational with no feedback from Vodacom. I then wanted to port my number to Cell C so that I can be back on the air and they are refusing to let the number go. I cannot receive nor make calls. This is shocking!

Pathetic Customer Service

I had taken out a contract for Huwaei P8 LIte which is a dual sim enabled device but the second sim card does not work due to vodacom deactivating this feature, I have contacted the customer care division and have spoken to Tshenola on the 7th October and after explaining to her my needs and after her consultation with her senior she advised me to go to any Vodacom Outlet and a consultant or the technical person in store will be able to assist me in activating the second sim. I then asked for this in an email as i did not want to experience problems when entering an outlet store, and was advised that because she was in a call center she would not be able to do so and that if i experienced any problems i should call back the call center, I went into the Westville Pavillion branch on the 8th October and was met by the Technical Manager Bilal, who then told me that this cannot be done and that i must travel to the vodacare outlet which is about 20 km, so i advised him of the conversation i Had with Tshenola but he was adamant that he was not helping and then told me its a breach of contract and policies, and then i told him that its pointless me having a device that cannot be used to its full potential and then he very rudely told me that i am bound by contract and gave me a whole lot of nonsense that i was not interested in, I called the customer care from the store and after 40 minutes of explaining with Bilal telling the agent of the beach in contract and policies and that i will need to sign a disclaimer in case the phone is bricked and whatever other excuse he could come up with, i was able to speak to the supervisor on shift Cindy Chauke ********** she advised me that this can be done and she was transferring the call to the Technical division whom will advise me on the steps to follow to get the device sorted out, the call transferred only to be told that your technical division is closed and that they will reopen on Monday, I was now at boiling temperature after dealing with Cindy and the incompetent Bilal, i made another call to customer and eventually after speaking to a gentleman and explaining myself again he transferred me to his supervisor, Madipaba Mama whom then advised me again to go to any store and have this feature activated, i then told her that i have just come from the store and that Bilal was rude and did not want to assist and now she is sending me back there, so it seems that your supervisors are clueless as to whats going on, I am absolutely frustrated at present and i want the phone supplied to me to work to its full potential with the dual sim functionality and the specs of the phone can be found on the Manufacturers website or alternatively Vodacom can take their device back and cancel my contract with immediate effect,

Note, Please hire some competent personnel as this is not the way customers should be treated and if you want to verify this post please feel free to pick up on the voice recordings that you guys pride yourself on and listen to the advice i received from the various different departments

Rewards department Center offered me MY GIG3 Promo. I specifically asked will this have impact to what I am paying currently am I was told there is absolutely no additional charges to what I am paying.
Last week Friday I received the package and I was invoiced R 119.70. I immediately called Vodacom to do a cancellation. My cancellation reference is 64659. I asked will Vodacom debit me for this and I was told whatever is debited will be refunded.
On the 12/09/2016 Vodacom paid R 768.6 into my account. I assumed that I will be debited this amount as per the conversation I had with the cancellation department.
14/09/2016 Vodacom debited me R 1 024.2. Vodacom debited R 256.2 extra, Question is why?
I have been calling Vodacom and finally I was told to send my bank statement. Please find attached as requested.

Over and above I was debited R 810.99 for a month of August.
I called Vodacom and I was told to send my bank statement to this email address [protected]@vodacom.co.za till this day I have note received a response.

On the 22 Sept I went to Vodaworld, your consultant Banzi Nyawuza assisted me. I left the modern with for RAM to collect. He confirmed three days after that RAM did indeed collect the device. I went to vodaworld again because on the 27th of September Vodacom did debit me for this line [protected] which I have requested to be cancelled. Banzi Nyawuza confirmed that the cancellation process is taking place and after 14 working days I will be refunded my money. The 14 working days have expired and Vodacom has not refunded my money. And over and above I just logged into my vodaworld and the number is still there.

This means end of October I will be debited again.
Vodacom please refund R 512.4. The R 256.20 that was debited on the 13th of September and R 256.20 that was debited on the 27th of September
Your soonest response will be highly appreciated

Purchased a my gig 30 days rechare on 5/10/2016 data valued at R149 at centurion vodashop I never ever received confirmation message to my phone that it has been loaded successfully. I decide to take my till receipt out assuming I need to manually load the data and I'm getting no joy.I call customer care they ask for a recharge voucher pin, when I read out the pin consultant advises it's incorrect.I should contact the store where recharge was bought.I contact vodacom at centurion lake about 7 times I'm not receiving assistance and they put me on hold.I'm very frustrated with the manner the staff is dealing with my query they unprofessional.I'm not getting answeres what the he'll goes on.I port in this network only to receive pathetic customer service.I want my data loaded or my money back period.I'm mad as he'll.

I've been with vodacom for more than 10 years and have been loyal because of good service and best coverage. But this is the last straw. Their service really sucks in 2016. This is my second attempt at upgrading... Both times was an epic fail.

The fisrt attempt they delivered the device without the extra gadget I was promised via the online upgrade process. Their reason: they don't have any more stock... And they not going get stock any time soon.

The 2nd attempt I tried the telephonic upgrade on the 30th of september 2016. Thought speaking to a real person would be better
On the 5th of october ram delivered the sim and but no device was included in the box.
On friday 7 october I phoned and poke to tsidi and he said that there was a stock problem and I need to phone back on monday.

Then I phoned on monday 10 october 17h20 and spoke to william.
He apologised and said that there must have been an issue with the system... According to their system I did a sim-only upgrade. I asked them to listen to the recording.
Sales person: kele
Date and time: 30 september 2016 16h26

William promised to esclate an do an upgrade reversal and gave me a reference number. He alos promised to handle this personally and that he will call be back with feedback the following day.
Reference number: 1-[protected].

He never phoned, and when I tried to contact him, I was told that theres's no one by that name.

3 days later (13 october) recieved an sms saying that the request is resolved an closed. I phone them to confirm this, but they said its safe if I wait 24 hours for the system to update before I go to the store

I though i'll give them 48hrs and went to the vodacom shop this weekend (15 october) hoping to get my new phone in store... And found that this upgrade has still not been reversed... I phoned them from the store and they promised to sort it out by monday...

Today (Monday 17 october) I phoned them again, and guess what... I get the same story... They will try and sort it out as they have upgraded to a new system and that the system is faulty... And they have a backlog of issues. I need to give them another 48hrs... Sickening.

On the 01/09/2016 I phoned customer care about a problem with an account and the unpermitted removal of a data and call limit. I requested that the limit be replaced and that I want an explanation as to why the limit was removed for I received a huge bill that I will not be paying as a result. It is now 17/10/2016 I phoned customer care 5 times

I am really fed up with vodacom service!
I queried (1 august 2016) my account where I was being billed for a "professional bundle - ignition group vas" @ r69 per month for a year now.
After being transferred from one dept to the next and being on the phone for 20 mins, no one was able to help me.
My next step was to go into a vodacom office - I went to greenacres in port elizabeth on 1 september 2016. the gentleman that assisted me, was also not sure what it was and made a phone call. he was told to email a copy of the account to tradepartner. [protected]@vodacom.co. za.
I have just received my october account, and again - I am being billed for "professional bundle - ignition group vas".
Does the buck stop anywhere at vodacom?

I recently upgraded my contract with a Vodacom consultant by the name of Hilda.
The contract as per our telecon was for a S7 edge, on smart m package with 1GB free data for
a total amount of R699.
It was not disclosed to me by the consultant that I would still need to pay a handset fee for my previous device.
After explicitly stating that my budget for a contract is R699

A month later I was billed for the old handset and the new contract, upon the debit of my account I visited Vodaworld
to querry the situation, The consultant could not assist me as she claimed that their systems where offline.
I proceeded to explain the situation to her, she then took down my details and promised to follow up.

3 weeks passed I did not get any feedback from Vodacom, I then called in to get an update, I spoke to a consultant named
Arthur Maumela. He advised that there is a request logged on my behalf ref 1-[protected] he proceeded to tell me that no one has looked into the matter as yet. I then insisted that I get some feedback immediately. I was then advised that he cannot assist as this will need to be addressed by the upgrades department. I was then transferred to another agent from the upgrades department who was incompetent as all the other Vodacom employees that I have had interactions with. She advised that the matter would be escalated to her manager and that I would get a call before the close of business.

Low and behold 2 weeks later I still did not receive a call from them. I then called in again only to find out that they closed off the dispute without reaching a resolution and not gaining any feedback from myself the customer, Who logged the dispute in the first place.

Further to this last week I noticed my account was downgraded to a smart s from a smart m contract and I did not receive my 1GB of Data.
Infuriated and all shades of disgruntled, I went back to Vodaworld and spoke to an agent by the name of Penelope Maluleke
she then contacted the upgrades department as she could not see the terms of my contracted loaded on the system.
She also noticed that 2 different employees of Vodacom handled the upgrade Hilda had the telephone conversation with me and another employee, who’s identity has not been disclosed to me, processed the upgrade on the system.

I then insisted on the voice recording to which I provided a reference number. Penelope then had no choice but to get a hold of the upgrades department to request the recording, however she was advised that they were unable to retrieve it at that point and time. I insisted on a dispute being logged with a reference number but she said she cannot log one as it’s not part of Vodacom it’s another company. I was then provided with an email from Penelope which she received via the upgrades department stating that it has been escalated and
I should receive feedback within a week. I was also told that my account will be moved to smart m for the month free of charge and that they would get the back office team to load my 1GB data. My account was moved to a smart m however it was not free and I am still to receive my data. This completely baffles me because I have always been on a Smart M with 1GB data free contract. This confusion should not exist nor should I incur any extra charges.

I have since responded to Penelope via email expressing my concerns on discontent, and she has graciously decided to ignore me, true to Vodacom employee standards
of gross unprofessionalism.

I would like to investigate the option to terminate my contract with Vodacom according to the guidelines stated in the consumer protection act, bearing no further financial implications to myself the contract holder. Please advise the process to terminate the contract, potential liabilities that I will face if these liabilities are too high from a financial perspective I would to re-negotiate my contract. I have been to Vodaworld customer care on numerous occasions and requested the voice recording of my upgrade to which I have still not received, but I am still charged for services that I explicitly did not agree to. This poor customer service and unprofessionalism is totally unacceptable and highly disrespectful to consumers. I would like to resolve this matter as a matter of extreme urgency as I cannot continue to spend rands and cents on a contract terms that I did not agree to

So disappointed in both the after sales services and unprofessional manner of the vodacom westwood mall store... I upgraded to the samsung s7 on thursday the 06.10.2016 not even 2 days later the phone froze and I could do nothing with it. I called the store and explained and they said I should come in as they close at 6 on a saturday... After rushing to get to the store I arrived at 17:40 only to find the store closed despite the advertised trading hours being 09h:00 - 18h:00.

I then called again monday morning the 10.10.2016 morning and the sales guy asked me to come in. I explained that it is unacceptable for a device that is less than 4 days old to freeze and not come on also it's within 7 days and therefore as a consumer I am entitled to a new device. I was then told a service technician needs to look assess it so I sat and waited patiently they then told me the device was dead and they have to charge my phone 20minutes later they were trying to do a device back up as I was unable to use the device since saturday.

As I set there I could hear the the technician say he can't do a back up and they then informed me a soft ware update was needed and I should of seen it so I explained the device froze on saturday and I have not used it as it refused to work so how was I to know. They then told me that the update would take half an hour an hour later when I returned to the store to get my device they said it will be another hour as it took time for the phone to charge because the original charger was not used.

So my question was I left my box with the original charger in their possession why was it not used and if the device is in fact not defective then why is a routine update on a brand new device taking so long to which I got no answer.

Extremely disappointed in the excuses and lack of consideration for my time. 3 hours later I was still sitting in the store waiting for a device that is clearly defective. Vodacom this is shocking! The phone has apparently been sent to gateway... The reason was they cannot replace my device until they get credited by vodacom.

I am no it expert but logic is if a brand new device is freezing and a routine upgrade is taking almost 3hours there's clearly a problem.

To say I am frustrated is an understatement I depend on my phone for both business and personal use the loss of time spent on this upgrade is ridiculous.

There was no apologies for them closing at 5 despite me calling and the trading hours being 6pm. Its absolute disrespect and disregard for consumer time.

So now I wait 5 working days for a decision to be made on a phone I know is clearly defective. Clearly despite being with vodacom for a number of years customer service and brand loyalty mean nothing.

5 days later and I call the sales consultant to enquire the about my phone and he has no knowledge of it until I had to explain that I was there on monday... Taking poor service to the next level... Vodacom its been 5 days and still I await a solution...

I upgraded on 11 September 2016. I was very happy with the new samsung s7, but not even a month after that its giving me problems. Not to my biggest shock I signed the contract for an amount but on my billing theres a extra R158 for laptop subscription that I dont have . Bad service! Im planning to cancel all my contracts with vodacom,

Hi,

I have been trying on several occasions to cancel my contract via the dailing option provided. After several attempts to reach that cancellation option i decided to go to the Vodacom shops. First attempt at N1 City branch -the teenager (assistant) who helped me made me wait- using the exact same process i explained did not work (being transfered a few times then finally put on hold till either I hung up after 15 minutes of waiting and or the line goes dead. So this assistant, using my phone-got the same experience whilst making me wait for almost 20minutes. The second Vodacom shop (Cape Gate) they did the exact same procedure but with the assistant's phone, viola! they picked up and instructed assistant that the call must come from my phone...
After how many attempts of trying to get through to cancel my conract, i finally speak to a very unfriendly lady that i was so scated to upset just in case she decides to drop the call and i am stuck again...
She quoted me the amount with penalties for early cancellation etc. I went to the Vodacom shop in Cape Gate to cancel the contract- provided the amount quoted for the payment, the teenager completed my cancellation form and i still requested proof of cancellation whereby i was informed i will receive it via email as soon as process is finalised. Great! NOOOOOOO!
It appears nothing has happened after 2 months struggling to cancel my contract, now i receivemonthly invoices showing deductions from my cancellation amount! Wtf? Sorry but serously?
Oh, i have been back twice - unfortunately at the same shops as i leave in between these, and they said they will follow up and get back to me...
I go back and ask for references for my querries etc, it is not needed i am told...
Honestly, Vodacom...? Come on!

I AM UNEMPLOYED! CANCEL MY CONTRACT, I FOLLOWED YOUR PROCESS AND PAID YOU THE MONEY!
Cell number: [protected]