Vodacom
reviews and complaints

14 DAYS UNIT MY CASE IS HANDED OVER TO THE OMBUDSMAN
With reference to my numerous e-mails and correspondence, the most recent dated Friday, 14 December 2018 at 13:27, for which I still have not received any communication or reply.

My account has never been in arrears by the amount stated on the Final Letter of Demand dated 08 October 2018. I have made numerous calls to Vodacom Customer Care and forwarded correspondence to every possible e-mail address made available to me, yet nobody is responding to my queries and no one seems to be in a position to assist me or provide me with any information regarding this claim.

I have forwarded all my correspondence, statements, receipts and transaction reports to the recovery agency, Vodashop/Repairs ValueMart Centre, Vodacom Customer Care, Vodacom Subscriber Collections and Vodacom Legal, yet I am still to receive a response from most of these departments.

Thus far no one has been able to tell me how long the amount has been "outstanding" for or what services this was for. I am also not able to determine who at Vodacom authorised the submission of my account to the collection agency. As a matter of fact, after receiving the Letter of Demand on 08 October 2018, I went straight to the Vodashop (ValueMart Centre) in Rustenburg to make inquiries about this. Mr. Francois Deysel, one of the sales managers there assisted me, and told me that no such amount can be found anywhere on the Vodacom system. He forwarded written correspondence to Vodacom Subscriber Collections and Vodacom Legal on 8 October 2018 at 14:49, and informed them that this was a mistake and that it had to be rectified. I was under the impression that the matter was resolved since I didn't receive any further correspondence from Vodacom. Then suddenly, in December 2018, I started receiving sms messages from a recovery agency, demanding payment.

I placed a phone call to Vodacom Customer Care on 15 December 2018 at 13:26. I provided her with my cell phone number and the consultant clearly indicated that the only amount due was for much less than that which they claim I owe, and was to be debited from my account in January 2019. She specifically said that "there is no other balance brought forward". She was also unable to find any amounts due as per the Final Letter of Demand. When I gave her the account number that corresponds to the phone number she transferred me to another consultant who indicated that the account was handed over to the Legal department. However, she was unable to access the account and could therefore not confirm why the account was handed over or where the amount as per the Final Letter of Demand was coming from. She referred me to Vodacom Legal and provided me with their phone number.

The coming Monday, 17 December 2018, I phoned Vodacom Legal, however no one answers the phone. I am not given the opportunity to speak to a person. I simply get an automated recording that says that the account has been handed over to a collection agency, and then the call is terminated.

I contacted Vodacom Customer Care again on 09 January 2019 at 14:22, to try and resolve the matter. Once again the consultant was unable to assist me and transferred me to the Vodacom Legal Department. The phone automatically switched over to the same automated recording again, without providing me with an option to speak to a consultant.

The only response I have received thus far was from Mr. Justin Josephs at Vodacom Customer Care on Tuesday, 18 December 2018 at 10:18, to inform me that they are not equipped to handle my enquiry and that I should contact the Vodacom Legal Department. I was told exactly the same in writing by Ms. Angilique Muller on 14 December 2018 at the Vodashop in Rustenburg.

The Vodacom Legal department simply ignores my e-mails. All I received from them, thus far, was an automatic reply providing me with reference number. To this day, not a single consultant or representative form the Vodacom Legal department has phoned me or sent me a written response of any sort.

All I keep receiving is the sms messages from Transaction Capital Recoveries/MBD Inc demanding payment. Payment for what? I don't owe Vodacom a sent and after numerous calls and e-mails, nobody at Vodacom or MBD Inc can provide me with a single shred of evidence or documentation (not even a single invoice), to show that the money is owed.

I have sent numerous written enquiries to MBD Inc and sent it to their listed e-mail address ********** I have not received any response. I contacted MBD Inc on Fri, 14 December 2018 at 12:42 and spoke to Mr. Nkosinathi Mtshali who identified himself as a Customer Service Consultant. He provided me with his e-mail address ********** and ensured me that if I send my correspondence to him, he will personally take care of the problem and try to resolve it. I forwarded all my correspondence and supporting documentation to him on Fri, 14 December 2018 at 12:51. Needles to say, he has also proven to be completely incompetent and offered me no solution to my problem. To this day he has not sent a single reply to any of my enquiries, despite the fact that I have sent and cc'd numerous e-mails to him. I asked my wife to call MBD Inc again on 11 January 2019 at 14:25. The Customer Care Consultant was not willing to assist her, claiming that she does not have authorisation to make enquires on my account, despite the fact that I sent them such written authorisation on 14 December 2018 already, when I spoke to Mr. Nkosinathi Mtshali. All the consultant did was confirm that she has no idea whether my written correspondence was in fact received or not.

My wife has kept meticulous records on all of our Vodacom bills/invoices as well as the corresponding payments for each one. All invoices and their payments were captured on Pastel and can be supported and/or proven by matching bank statements and cash receipts (transaction report and receipts attached). To this day, I am still receiving statements on that exact account number that clearly indicates that this account has a -R0.01 balance.

After numerous attempts to obtain answers to my questions and rectification on the account, I am now providing MBD Inc with 14 days to resolve the matter. If not, I will refer the matter to the ombudsman and my lawyers.

---------- Forwarded message ---------
From: david rakobelwa
Date: Thu, 10 Jan 2019 at 17:16
Subject: Attempted Sim Swap on my Vodacom contract Simcard (Cell no.[protected]) on the 12th November 2018
To: [protected]@vodacom.co.za

Dear Sir/Madam

As per telephonic conversation with Nceto, Luthando and lastly Kagiso regarding:
1. My request for the letter from Vodacom confirming the above matter since 12th November 2018 in order to furnish it to SAFPS as soon as possible, as the matter has been dragging on for too long; and
2. A request for an investigation into the matter by Vodacom and to get a report as soon as possible in order to lay this matter to rest.

I have just been told about the procedure to log a dispute myself with the Fraud Department just Yesterday . And to furnish the attached documents on the email they also given it to me as well just Yesterday.

And thereafter the Fraudster hacked into my banking account and opened accounts everywhere including applying for a Direct Axis loan after he retrieved my three months bank statement.

Apparently since last year since the above stated date I was told that a request has been logged for me to the Fraud Department, and that I will only get a letter from them confirming the attempted fraud after they have investigated the matter further.

To date nothing has been done by Vodacom since the 12th November 2018 except only reversing the Sim Swap.

Hoping you will attend to this matter urgently

Thank you.

Sincerely Yours
Rakobelwa D.K

PDF fileScan 10 Jan 2019 (2).pdf

PDF fileScan 10 Jan 2019 (3).pdf

PDF fileScan 10 Jan 2019.pdf

I have been struggling for two weeks now, to do the following:
My father recently passed away and I can't seem to get assistance for anyone at Vodacom to do the following for me. My mother is also ill and her line is now suspended and I can't leave her alone without a cellphone that is working.

Please find attached the death certificate, copies of ID's and Affidavit for Alexander Henery and Yvonne Henery.

Please can the following contract [protected] be cancelled, please can I get the cancellation fee for this number.

The second number on his name [protected] needs to be moved over to pre paid as this is my mother's number and I need to activate this number asap.

This was my reference number from Vodacom, when you dial 082 1905 EC-1RSC-3PJX6G

Regards,
Bianca Henery
[protected]

Please can I get urgent feedback on this matter.

I took out a contract on the 18th december 2018 on a ihpone 6 and two weeks later it suddenly stopped working. On the 2nd january 2019 I took it to vodacom repair centre and after a few days I was told that the charger block is damaged and that it cost r5000 for replacement phone. I rejected the quote because I cnnot afford to pay somuch, which means im a looser either way because I got to keep paying now for the next 24months on this contract but I cant use the phone. I fail to accept or understand that a brand new device can pack up just after two weeks, because how many times does one really charge a new device, that it can get damaged in such way? I have this contract for less than one month and im not there is nothing they can do?

Vodacom should have a dedicated email for cancellations and complaints. I dont have time to call and sit talking and explaining for half an hour.
[protected] - package delivered and signed for by my personal assistant. When I opened it, it was yet another mobile data device which I never ordered. Trying to cancel since October 2018. Have spoken to many customer care operators to no avail. I am sitting with the device which I have not opened, being billed for it and dont want it.
How do I get this cancelled and returned to Vodacom.
[protected] - expired March 2018 - never received a call to upgrade and yet it continues. It is also a mobile data device. It hardly worked. Want it cancelled.
[protected] - expires 01/02/2019 - dont want it either. Want to give notice on this one to cancel on expiry.
[protected] - no idea who owns this number or what it is for.
My cell is [protected]
My personal assistant is Tracey on [protected]. She knows what is going on to so please call her and not me as I am impatient.
AJDC Trindade

I cancelled a contract two years ago (Dec16) by following the steps outlined to me on a call, There was no confirmation but after calling many times I received a confirmation [protected] that the contract was cancelled. Since then my account was handed over to debt collectors, I emailed them and Vodacom many times and Vodacom acknowledged the fault but a misdemeanor was logged on my credit record and I cannot get hold of anyone to assist me in fixing this.

I took out a Vodacom contact sometime last year and for all those months Vodacom has been debiting on the wrong date, I went to the store they couldn't help me I also called the customer care but it's still not fixed. My bank charged me for an insufficient debit order now I have to also pay Vodacom an extra R100 because they debited on the wrong date?

Good day

The last view weeks we have trouble in this area with we cant receive calls but can make calls can you please [censored]

can you posable change frequency or see if the problem is with one of the towers

we are staying near delmas on a farm plot 17 modder east orchards you can also find us on google maps as crystal waters

my phone number is [protected]
my email adres is [protected]@gmail.com

Regards
Monnique

In September 2018 a new cellphone contract was taken out at a Vodacom Branch in Newcastle (Newcastle mall) the contract that was taken out was on a Samsung A8 with this deal you receive a Samsung Galaxy A8 + Samsung galaxy grand prime pro+ free samsung Galaxy gear VR Headset and controller valued at R1999 for R449 pm X 24. The assistant at the Vodacom shop Mpho was the person that assisted in this. When we received the 2 phoned we asked about the VR Gear and controller and he said that the Samsung Rep is on leave and we will get it the following week. Every week we went into the shop asking for the promo item and every time the same story Mpho said he will phone us the next day. Then after several phone calls to Mpho and him promising to phone within the next hour a visit was made to him in person on 11 December (Camera footage available at the store) whereby I was treated like a criminal and most of the time ignored. I spent more than 45 Min in the store and left as my lunch was over. I was then stopped by a man that gave me the number of Solly, Solly is apparently the area manager. After 2 attempts Solly was reached and the problem explained on 20 December. After several (recorded conversations) with Solly the manager at the branch Moud phoned me and on and said that she apologises if they where wrong. (conversation recorded) On 3 January Moud phoned to say that they recived the promo item and it can be collected. My father went to the store and collected the VR the VR was not as per promo item (proof of promo can be supplied) the VR is also not even half the value of the promo item. I immediately contacted Solly via sms and recieved no response on Friday 4 January when Moud at the branch was contacted (recorded conversation) her response was it is the same and that I must come to the shop so that one of the vodacom employees can teach me to use the item as I do not know how to use the item. After several (proof can be supplied) attempts Moud keeps to her story the VR promo I have proof of is for the wrong month and that items is discontinued and excuse upon excuse for why I am unable to received promo item. This matter is now going on as from September please can you help me.
Solly [protected]
Moud [protected]
Mpho [protected]
My Contact number [protected]

I have had a contract with Vodacom since approx Oct 2014.
Early 2017 I was contacted by Vodacom regarding an add-on contract, which I declined. I thereafter realised that there were additional funds being deducted via debit order from my account. I contacted Vodacom to query the same and a second contract was indeed added to my name. I never agreed to this and never received a simcard. These debit orders have been deducted for longer than a year and upon querying for the third time, I was referred to their fraud department. On 16/07 Vodacom agreed to cancel the contracts and refund me a dismal sum in respect of the add-on product. This refund was calculated from Dec 2017 to July 2018 despite the contract being in place since approx June 2017. I was instructed to respond with my banking details but I instead queried the same by replying to ********** and ********** on 23/07 and again on 26/07, and have yet to receive any response.
I further posted this feedback on Hello Peter on 17 Aug 2018 and Vodacom responded to say someone will be in contact with me. On 21 Aug I received an SMS saying the issue is resolved and Vodacom are closing their ticket. I have since asked for feedback several times and no one is prepared to assist.
Absolutely shocking that:
a) An add-on contract is in place without my consent
b) It is a battle to get always get clarity from Vodacom, considering my first inquiry was in 2017.
c) Vodacom is closing an unresolved dispute.

My modem cell no. is [protected] . My e-mail rejects any password, and this is going on since 18 November 2018. I have requested help through the customer care service department to the IT department but yet my problem is not resolved. Is this a matter of not caring because I pay as you go, or a silent request to end all current and future business with vodacom.

Good day, the I phone 6 device I have being struggeling with connection issues. The phone was sent to a Vodacom outlet whereby the phone was sent to Vodacom care. I have since sent the device 4 times back with the same issue and find this unexceptable. I do standby duties and need my phone to perform these duties, now approximately I have being 8 weeks without a device and am getting fed up with the incapabatility of the Vodacom staff to resolve my issue. The most recent job nr is [protected], and if this is not resolved a.s. a. p I am taking this further. This is totally unexceptable. I have a clean record with Vodacom and have being a loyal customer for many years. If this is how Vodacom treats there loyal customers I will take my business else were and will make sure on social media that everyone knows this. I want to put this on record that I am utterly dissapointed in the Vodacom service and the way they are treating this matter.

Good day.

I am currently having a debit order issue with Vodacom. Vodacom is suppose to be investigating the issue and up until now, I still haven't heard anything back from anyone, and it's 3 months later. My data was cut off and therefore no more debit orders were to go off until the investigation was completed.
None of these issues would have been caused if the debits were taken off from the correct account and not the one i had canceled.
I had notified Vodacom Customer Care, as well as the Accounts Department, far in advance before the debit order took place.

My new account details was given and confirmed by the accounts department and yet Vodacom continued to debit from the wrong account. I now have been charged with penalty fees including the amount of my contract per month since this issue started in September 2018. The debit order was suppose to go off from my new account in October.

Vodacom continued to debit from the old account for October and November and my new Account details was only confirmed last year December after I went to Vodacom Cavendish Square.

After I contacted Vodacom, went into the Vodacom shop and my new Account details was confirmed, Vodacom debited the full outstanding amount out off my account today on 03-12-2018.

Vodacom however gave me double the data, but unfortunately this isn't beneficial to me at all. I have a strict and tight budget and due to Vodacom not doing their work properly, it has now interfered with other responsibilities I have as well as left me with a shortfall in my budget.

This can not continue!

Having returned from a visit in rural Transkei and to experience a working Vodacom 4G to nothing in Richmond KwaZulu-Natal yet again This is a constant problem in our area- we do live in Richmond where there in constant break inns and have not others means off communication. I am seriously considering taking this matter to the small claims court, as we are paying for a service that we are not receiving

Reference number: 23 16 25 58

After I moved to SA in AUgust I was interested in signing a contract. Vodacom was promoted as best provider - I was also told that it is actually very easy to sign up for a contract - however I have to have a bank account for 3 month.

On 22nd December I went to Gardens in one of the Vodacom-stores and wanted to apply for my wife and myself. The new phone and the contract should have been a Christmas present for my wife. The attendant was nice and very helpful, nevertheless I had to bring more and more documents (passport, ID-Card, resident-permit and finally a confirmation that I work in SA).

Actually that kept me busy all day.

Eventually I received an e-mail from VODACOM: Vetting application notification, refernce number 23 16 25 58

The shop-attendant confirmed that everything will be sorted out on 24th December.
I returned on 24th and was told it is Christmas it will take more days. No support - no furtherr information - it is up to the supervisor - we are very sorry.

This whole process was quite frustrating and in particular time-consuming. If an e-mail is pending the least to expect is to be notified either way.

No information at all is no customer-service and not acceptable. The supervisors did just not do their work!

To cut it short:
the whole service was very bad, my disappointment very high and a lot of time lost.

It would be nice gesture if a final decision could me made and Vodacom will accept my wife and myself as new customers.

I get 1G reoccurring data monthly. On 17 December 2018, I bought an additional 2G for 30 days, anticipating the Christmas season higher usage. Thinking that I would have more than enough data for December and January, I noted that on 2 Jan 2019, the reoccurring data for Jan is being used while once off remaining 1.4G is not being used and will expire on 16 Jan 2019. I went to Vodacom Brooklyn to ask to have it swapped around, but was told that the system doesn't allow for that.

This means that I'll will have to use up the 1G reoccurring data and the once off will expire on 16 Jan 2019, leave me 15 days without data.

To me that is an unfair deal.

I applied for a Vodacom contract with their offer of Huawei phone and bluetooth headset, and once off 10Gb data. I received the phone, data and headset, only to find that the headset supplied is faulty/damaged. I contacted Vodacom, and they said they do not replace the headset, they will replace the headset with the cell phone. I told them there is nothing wrong with the cell phone, and that the 10Gb offered once off was used to download apps on the cell phone. When I asked how will I get those apps onto the new cell phone, they said I cannot, the apps are lost, nor will they provide additional 10Gb to download apps on new cell phone that they want to take back in order to replace damaged bluetooth headsets. This is blatant fraud and false advertising, they offer the 10Gb once off with the contract, but if they supply a faulty unit/accessory, then the customer looses out on this offer. I have also had the phone put down on me 3 times by the service consultants at 082 1945, names are C. D, Gugu and Kageletho, trying to just speak to a manager to try and resolve this. This shocking service from Vodacom, false advertising, and fraud.

My Vodacom fibre service (account number: I7346311-5) was installed on 2 November 2018. I was told by the consultant who came to my home and took my order that I would not be charged for the first month (November), so that I could cancel my Telkom ADSL service, which requires 30 days to cancel.

I just got an invoice for November and December, and the debit order for both months went off my account. I called the Vodacom support line, and was told that the consultant did not specify a "first month discount" on my order, and that I should contact her directly.

However I do not have her details, nor the time to make further Vodacom support calls - both the wait and the calls themselves are quire lengthy.

Could you please resolve the issue as painlessly as possible, and reverse the amount I was charged for November.

On 1 December 2018, no data or airtime was loaded. After numerous calls, posts on facebook page, etc, it was FINALLY loaded on the 3rd of December. I then had to fight for my previous month's data that was just taken. Whilst waiting for Vodacom to sort out their error, I had to purchase data.
Same story again on 01 January 2019. No data loaded. A call to the Call Centre, and we are told it is an upgrade issue and nobody is there to help (yet I upgraded in July, and between then and end November, no problems).
On 02 January, I went to a Vodacom store, only to discover that Vodacom had REMOVED my My Meg 500mb data bundle (which is valid for 24 months) and that was why I was not receiving my data. Funnily, the amount I must pay remains the same.
The vodacom shop kindly logged a service complaint [protected] (the first number could be an I) and STILL the problem has not been solved and STILL I am without data.

My contract states that I will receive my airtime and data bundle on the 1st of every month. For the last two months - I have had to fight tooth and nail to get this matter resolved AND incur unnecessary expenses by having to purchase data.
How much longer must I wait and how much more must I spend before this matter is resolved?
My next stop at close of business today is the Ombudsman and National Credit Bureau as Vodacom seems to think they can do what they want and we, the client, the idiots contributing towards their empire must just suck it up!

Good day

Last week, Tueday 17 Dec 18, Vodacom phone me with regards to my current contract. They could see how much I am paying and on which contract I am currently on. As it was due for my upgrade, they were offering me 5G for R200 a months, and because I am loyal customer for more than 5 years, they are also sending me a Huawein router for free. They said my number is not going to change, everything stays the same, I am just going to pay less now.

Few hours later, i got an sms that says, your Vodacom order and the package is on its way to our couriers.
Didn't place an order? Email [protected]@vodacom.co.za

I immediately emailed, as I was a little bit unsure of the 5g, they said nothing about airtime.
I asked them, not to deliver and please explain to me first the 5G, etc.
Got an response with an reference number, will be in contact in 24 hours.

they never contacted me back and the next day, they delivered my parcel.
Few hours later, another SMS, your number 082... Has been activated
I phone 082 111 right after I got the SMS, can't help me, I must phone the next day, as they are already closed.
Friday, 21 Dec 18, I phoned again, they told me it is a separate contract that they opened and has nothing to do with my cell phone number, I asked them to cancelled it. They can't I must phone
082 1945
After talking to so many people that morning, they said they will arrange with courier to come and collect the parcel this week and then I must phone again after 4 days to cancel.
They refused to give me an reference number for my call and if my query has been logged.

I am still waiting for the courier, I phoned in 7 days time to cancel, it is highly unacceptable.
Now they are going to deduct money from my account and I still don't know what is going on.