Vodacom
reviews and complaints

I upgraded my contract on Monday 30/10/2017 with the Vodacom Online Dept. I was told I would receive a call to confirm within 24 hours. It is now Thursday 02/11/2017 and I am still waiting. I received a missed call as I was driving at 16h00 on 01/11/2017 needless to say when I called back no-one could assist me not even the Upgrade Team Leader who goes by the name of Keke.

Good Morning

I was debit wrong and was promised that they will credit the money after seven days that did not happen so I followed up then they said after 3 day's im still waiting for my Money. My debit order was suppose to go of on the 26/10/2017 that also did'nt happen I also havent recieved my statement from vodacom so I dont know what is happening. See 2 mails below from vodacom. I really dont know what to do anymore... I just want this account to be sorted please.

Dear Olivia,

We trust this mail finds you well.

Please accept our sincere apologies for the delay.

The refund was processed today and will reflect in your bank account in three working days.

We hope the above is in order.

Regards,

Boitumelo Nhlapo
Executive Client Liaison Officer
CEO's Office
Landline: +[protected]
Address: Vodacom Commercial Park, 2nd Floor
082 Vodacom Boulevard, Midrand 1685
www.vodacom.co.za

Best Network for Smartphones

Dear Olivia,

Trust this mail finds you well.

Please accept our sincere apologies for the inconvenience incurred.

Kindly note a refund of R448.11 has been processed and will reflect within seven working days onto your bank account.

Please be advised the current R309.1 currently reflecting on your Vodacom account will be cleared.

We trust the above is in order.

Regards,

Boitumelo Nhlapo
Executive Client Liaison Officer
CEO? s Office
Address: Vodacom Commercial Park, 2nd Floor
082 Vodacom Boulevard, Midrand 1685
www.vodacom.co.za

Best Network for Smartphones

I pay 1700 plus for a contract that I cant use I spend more time saying hello because of poor signal this is the reason I left mtn

So I phone to complain to help line get told will send a guy out to check mmmmmmmmm says poor signal at your residence after a loooong story with lady on phone get told vodacom stopped supplying boosters and I would have to pay for this

For a [censor]ing network that does me no good my neotel phone has better reception than one of ment to be africa's best networks my [censor] may as whipe my [censor] with this money. Cuatomer service is so bad wish I could get out this contract

Hope some one reads this and gets back to me but not holding my breath at all

Thanks pissed steve

Vodacom has been depleting my airtime every time I ran out of data without notifying me that I ran out of data. I contacted them and they made it look like my phone is the problem and I should update their app and I'll get messages. The app has been completely useless. It's been months and I haven't gotten a notification when my data is gone. . Today MyBroadband ran a test on getting out-of-bundle notifications and Vodacom is the only network provider that doesn't send out-of-bundle notifications. Telkom, MTN and Cellc all send out-of-bundle notifications . On Twitter when I tell them they come with the same story of me having to check my balances manually like who on earth still does that? Am I supposed to do checks every minute when I'm browsing? How long will I keep doing that? I just wish they'd take me serious than belittling this complaint of mine because it's my airtime that they are taking, it's my money that I'm spending !

I was contacted this morning by one extremely rude Irfaan to offer me additional products. He started his conversation by saying its with regard to my Account. I confirmed that i dont have an account im on prepaid. He didn't ask me if this is a convenient time to speak etc... i told him its not and he continued his rudeness to say i must listen to him, I told him that the service im receiving from him is pathetic and a customer is always right. I indicated on a number of times that im not interested in a contract and i brought the consumer protection act into play. This call from him amounts harassment as i advised im not interested. I want to be contacted urgently as i have a good mind of reporting this to the regulator.

Its of concern that confidential info is released to your sale agents who dont have proper peoples skills.

My account [protected] was in arrears so Vodacom handed me over to debt collectors MBD Inc collected the amount. On my last month of paying of the account I get another debt collector collecting from me for the same account which is paid up. I explain to the new attorney that I have paid up, they ask for the clearance letter from previous collector I sent to them however they still harrasing me. I ask Vodacom legal department to get the report from MBD Inc on my account which they told they cannot which I don't understand because they appointed them. MDB Inc gave me a Paid letter which I sent to Vodacom legal department by email and Hammond Pole, I never got response but more emails of demanding I pay again.

I have been calling Vodacom Legal but I am told to contact the debt collector. I want Vodacom which I had contract with to resolve this matter because I have sent Vodacom the proof that my account was paid up.

Good day.

Thank you for reading my complaint. I truly hope that you will be able to assist in this matter as it affects the majority of the mobile subscribers across all networks.

I have been seeing my airtime deplete by R20+ per day. I followed Vodacom instructions by sending an SMS to 31050, but I simply get a response back stating that the service is only available for Vodacom subscribers - which I am.
After losing about R500 in one month leaving me unable to make phone calls or send messages, Vodacom assisted telephonically in unsubscribing me for 2 services (HOTPRIME & PRIVEROOM). I was told this mostly happens when you visit some web pages with advertisements and that they subscribe you without your consent.

I cannot understand why a big corporation cannot simply send you an SMS with a OTP to confirm the subscription before they just start transferring your airtime? It has a very negative effect on subscriber satisfaction.
I am at the point where I will make this suggestion to other network providers and the first one to confirm that they have this security check in place will get my business.

I received a huge bill on a data package that is supposed to be capped on R429 a month, I use to get a popup to indicate that I have reached the end of my data bundle and had to buy additional data for my router to work, somehow this was now changed and I got a UGE bill going off by D/O of over 7k and counting. I raised the issue and later got a credit for this, Thanks, my problem now is getting my data bundle activated again as it is currently under a admin lock, I have phoned the 111 number numerous of times, each time I get the same answer that they can not unlock the admin lock, but will send a message to the 'back office'. The first call logged on this issue was on the 7th of October, I am paying for a service that I could not use for the month, I called twice yesterday again each week I get the same answers, but nothing is happening, and the only contact numbers you get is the 111 number. I have even been to Vodacom Menlyn branch to resolve this issue but nothing has happened as yet.

I placed an order online on Wednesday (25/10/2017) for a new device and number. I got a call on Friday (27/10/2017) confirming my order and delivery to take place on Monday (30/10/2017) early in the morning. At approximately 10am Vodacom calls my office number and asks to speak to me, however I was not in the office (I do not have a desk job) and one of my staff members said I was not in and asked them for their contact numbers so that when I get in I can give them a call, which they refused to give a contact number. At approximately 14:00pm I decide to call vodacoms after sales department only to get told that the confirmations department is "outsourced" and does not have a contact number and I'd have to wait for them to contact me the next day. I then asked to speak to the manager and they put me through to Tebogo which was their department head. He said he will call them to call me within 15 minutes. This should have been 14:50pm. It is now 15:51pm and I'm still waiting at my office for Vodacom to call me with regards to my confirmation and delivery. I was also told that if they do not get ahold of me on my office phone on 3 consecutive attempts they will cancel my order and cancel that agreement with them. I am very disappointed by the service I have been given. I have tried to call and speak to Tebogo again. They say he is on another phone call and will call me when he is done. I am still waiting. If this is the type of service Vodacom dishes out imagine the service when I am finally and successfully connected to you guys? If I do not have my order confirmed and delivered by tomorrow I will cancel all agreements including NY existing agreements and move to another service provider.

Hi
I have applied for an upgrade on 2 October 2017 for the sony phone with the ps4.

I am very dissapointed because its the 28 October and have yet to receive my phone or ps4... the shop where i applied keeps on saying they are waiting for the ps4 to come in and yet the sales person keeps on emailing me like im sitting infront of a computer only when she feels like it. I have made numerous calls to that shop and asked for the people to phone me and let me know whats going on...
I am not near to the shop i have to drive 80km to get there because i live on a farm. I have a red vip contract that is alot of money and this is what is happening can you please give me assistance please

Kind regards
Vic Victor
[protected]

On the 17/10 I signed up for this promotion at R199 pm for the Apple SE plus a Sound Box. No sound boxes were in stock which sounds strange considering this is the promotion but I was promised that they had been ordered and would arrive last week. Called on the Branch and telephoned and they flatly refused to follow up on the delivery of the sound boxes. I took out a second contract for the Apple SE and now both Sound Boxes are not forthcoming so I would therefore request that as a result both contracts are cancelled.

Sent in application for fibre migration 29 days ago, migration team confirmed receipt. Since then I have called, emailed and smsed multiple times - without a single response from Vodacom - and I'm still waiting for my account to be set up and router to be installed. Service levels are terrible from all involved, and I've been a month without fibre.

On Wednesday 25th I called in and spoke to Lisa, I wanted to know if I qualified for another contract and when she processed my appplication it declined due to an account that was paid up years ago but still reflecting that it is with Legal. She then advised that she will call legal the next morning and that I can also call them, she said she would then refer the application to acquisition and the application would be reviewed. I called Legal myself and spoke to Linda who advised that I must tell Lisa the application must be reviewed and granted. When I told Lisa this she said she can't do anything? She did not call me back the next day(26th October), I had to call back and leave a message for her. She didn't return my call. I then called again on 27th Oct and eventually got through to her. She then told me she is waiting for supporting documents from me in order to process or review the application. I was not aware of supporting information I had to send through because ... I WAS NEVER CALLED BACK TO ASK FOR THE DAMN INFORMATION. Your agent Lisa then tells me that she never said she would call me back and that she deals with many customers on a daily basis. So number 1, she couldn't remember what she actually told me on the Wednesday then she lied to me about what she supposedly told me. Your processes are obviously flawed, I have three contracts with you, the third one I applied for a year ago was given to me without any question, no supporting information requested, my upgrades are done with no request for information, how do you even check that I can afford it but when applying for an additional contract you asking me for an arm and a leg. Do you not work off the same system?
I have been a long standing Vodacom client and I recommend the brand to everyone but after this experience I am considering moving my contracts to another service provider. I am the client at the end of the day and your Dear Lisa who handled my transaction is to blame for my consideration of moving. She upset me so much that it turned out to be a screaming match. I am disgusted with the service. Maybe she should have taken the time to explain the process.

I hope this complaint will be looked at and not just be swept under the carpet as other complaints.

Did an upgrade on cell phone number [protected] at Key West branch and received a CAT30 devise. The device started giving trouble not long after receiving the phone and was sent it for repair. We were notified that the software on the CAT30 device is what was causing the problems and the phone was reset and software reloaded and we received the phone back.

The same happened not long after the fix and we started tracking the number of times the phone has been sent in for repairs;

Booked in: 02/04/2017, JOB number: 1215010, Received back: 07/04/2017
Booked in: 01/05/2017, JOB number: [protected], Received back: 23/05/2017
Booked in: 26/05/2017, JOB number: [protected], Received back: 07/06/2017
Booked in: 20/06/2017, JOB number: [protected], Received back: 04/07/2017
Booked in: 09/07/2017, JOB number: [protected], Received back: 12/07/2017
Booked in: 17/07/2017, JOB number: [protected], Received back: 19/07/2017
Booked in: 02/10/2017, JOB number: [protected], Not collected by us.

As you can see, the repairs do not work and we advised Vodacom Key West that we want a replacement phone as they are not able to fix the device properly.

We were advised that this is not possible and that we need to speak to Vodacom Head Office.

Thabiso from the retention centre contacted me this week, on Tuesday, 24 October 2017, where I advised him that I would like either a replacement phone or refund otherwise I'm cancelling ALL my contract with Vodacom. His solution was for me to upgrade one of my other contracts which I find very insulting.

I advised him to please send me the procedure and cost involved to cancel my contracts and have not had any feedback since then.

The service that we have received from Vodacom and the manager at Key West is shocking and unacceptable, I have been a loyal Vodacom customer for 20 YEARS.

Please could this complaint be addressed as soon as possible.

Hi
I got 2 gigs of data yesterday and after a couple of hours I only had 200megs left. I dd not watch any videos or anything. WhatsApp and Facebook cannot possibly use this much data in such a short space of time.
How is this possible? I have my data turned off for all updates and things. It's the second time this has happened in the last few months. And I'm now even considering changing service providers as it is starting to cost too much money to be with Vodacom with all the disappearing data.

Not honoring current red hot deal call center agent refuses to assist

Finally my mom's upgrade is due yesterday and assisting her in finding the best deal for her, we checked the vodacom site the last couple of weeks. Current deal available is the samsung galaxy j7 prime smartphone r249 p/m on smart top up s+ once off 10gb data bundle + discountented monthly subs & free r 10 000.00 top dog education voucher 200min 200 sms 500mb data trying to upgrade online only takes us back to the login to your account screen. We decide to go to the vodacom shop at somerset mall for assistance or to upgrade to this deal in store. Unfortunately the assist in the store advised us that this is an online deal only. Using there computer in store to show them the problem not able to upgrade online they provided us with the call centre number *. Staying in the store we called the number and spoke to one of the call center agents. This person was firstly not very friendly, but I told her what is going on and she was not able to give me a reason as to why I am not able to do this online. Going back and forth for about 30 minutes she told me there is no such deal available. I told her that I am standing in one of there stores looking at the deal on a computer in a vodacom store. She asked to speak to one of the agents. The in store agent was very helpful and explained the problem and situation again to the call center agent and finally realising that she is not getting the answers or assistance needed to resolve our problem and being on my phone for the last 45 minutes she asked the call center agent to please transfer the call to her supervisor. After repeating this request 3 times the call center agent put us on hold for a further 5 minutes and then cut the call off. I would really appreciate assistance in the resolving this matter. Vodacom must honor the deal as advertised on the site as soon as possible as we did not proceed with the upgrade until this matter is resolved.

Hi,

I am submitting a complaint about airtime that vanishes without me making calls.

there have been a few incidents but the most recent is when I bought airtime yesterday night of R12.

I only sent one sms last night which should be less than R1 and my data was off as I have wifi however this morning I have no airtime.

how is this possible?

I have lost over R150 worth of airtime in the past months and this is really upsetting,

I am wasting money that should go to making calls but is just lost in the waves,

please may you deal with this issue and insure that it does not happen again

Since August I am trying to deactivate a Wi-Fi bundle on my son's contract.
I phoned Vodacom, they were supposed to get back to me on this matter.

September when I upgraded my contract I requested the same Wi-Fi bundle to be deactivated.

Yesterday I went to the Vodacom shop, the lady who helped me, couldn't pick up the Wi-Fi bundle on my son's contact.
She helped me to cancel other subscriptions.

Hi

I have been trying to get an Itemised Billing report for October 2017 for my prepaid number ([protected]) from Vodacom for 4 days now. I have tried online as well as through the vodacom app. It does not work. I have been calling customer service every day and they keep on telling me the same thing. Please help me resolve this issue. Regards
Andre

My wife called vodacom cellulity in Canal Walk, yesterday 24 October 2017, regarding her cellphone that was accidentally dropped, that same day, and resulted in a cracked screen. She spoke to Ashley, who advised, that the device in question, would still be covered by Samsung ADH warranty up until 31 October 2017. Seeing that there was not much time left, she decided to take the day off from work to get the phone in for repairs. I called vodacom customer care, that same evening, to request a copy of my contract so that the phone could be booked in. My wife proceeded, on her days leave, to go directly to Cellulity to pick up the copy seeing that there was limited time left and we have not heard back from Vodacom yet. While there she was advised, again, that the repair would still be covered by the Samsung warranty and that she has to book the phone in at the repair center in Canal Walk. The vodacom repair shop advised that they only repaired the devices in during its 1st 12 month but Samsung Smart Care Center provides an extra 12 months. She then proceeded to the Smart Care Center who then advised that the warranty is only valid for the 1st 12 months and that the repair is going to cost R3000. I feel that Vodacom staff's misinformation has costed my wife a days leave from work and a full day of running around which was all in vain. Looking forward to hear how this matter will be rectified.

Contract holder: Ismaeel Abdol
ID # [protected]
Contact [protected]
Email address : [protected]@gmail.com