Vodacom
reviews and complaints

I was charged an ridiculous amount for data and could not afford to pay the account. I phoned to make a payment arrangement and the consultant confirmed she loaded the arrangement. I however received numerous electronic phone calls to pay the arrear account. After which I phoned again to confirm the payment arrangement and I was told it was loaded, but the phone calls continued. I then proceeded to pay most of the account as I had a feeling that Vodacom would ignore my plead, but I paid R82.22 short. Vodacom has now suspended my services. I then phoned to find out why Vodacom accepted my payment arrangement but suspended my services and I was told no such arrangement was made and Vodacom apparently did notify me. The consultants was rude and yelled at me and I became extremely agitated and realised that Vodacom notified my data line. It is the 2nd of August today, I have paid all arrear amounts up to date and Vodacom still refuses to reinstate my services. Please let me have an email address of someone to correspond with. Please notify me on [protected] and not my data line it won't pick up.

A new data contract was taken out on Saturday 29 July 2017. I was told by the vodashop consultant that Vodacom would debit my account with the pro-rata data fees within 24 hours and that I only had to pay the activation fee, which I did. In the meantime I have troubles with my iPhone and urgently need a new device on a new contract, but I was declined because my account is in arrears with the new contract pro-rata data fees. My account is paid via debit order monthly - debit order which Vodacom controls, not me ... Upon phoning the call centre, they have no clue what I'm talking about and keep on saying there is no further debit orders and that my account remains in arrears. In the meantime I'm being inconvenienced by your incompetence!

We purchased 4 x Protective screen covers in May 2017 at the Vodacom 4U shop in Vaal Mall, Vanderbijlprk, for 1 x S6, 1 x S8 and 2 x S8+ phones, whilst upgrading 2 contracts.

The covers was put on the phones by your technicians/assistants at your store in Vaal Mall and since then, the following has occured:
* S6 screencover started lifting on the sides and eventually cracked over the screen;
* S8 cover came off completely, as if being blown-off;
* 1 x S8+ cover came off completely whilst in my sons pocket. When he took out the phone, the cover stayed behind in his pocket.
* 1 x S8+ cover has cracked on one spot out of normal wear and tear, where the phone is being handled most of the time, on the one side.

This matter is totally unacceptable as you can not be having problems with all the covers that we purchased at the Vaal Mall store.

I took out a contract online with who I thought was Vodacom direct just to find out after having a horrible experience I was dealing with VCONTRACTOR and the way they deal with client is not putting VODACOM in a good light, Kelly Phillips promised me I will be able to deal with her and even gave her email address and I emailed her a week ago and still no response that shows why her consultants work like they do as she still has not given me a call or responsed on my mails seriously not impressed by Vodacom and Kelly phillips

To whom it may concern,
I took out a new contract at Vodacom Cresta on Saturday, 22 Jul '17 and I went back to the store on Saturday, 29 Jul '17 to cancel this contract and was very quickly told by the manager that I cannot cancel because I used the phone already. As characters are limited on this platform, I cannot provide "as much info" as I want to.

I have now given East rand mall my device back for the 4th time with the same problems and then they wanted to tell me that there was nothing wrong with the device I had to give them video evidence of what the device is doing what pathetic from the technicians as well as the store and VODACOM as I have reported this case more than 5 times where every time it's just left... And to top it all off this is a new device that I upgraded with not even two months ago and best part of it is I took the device back before the 7 days OBF and was refused a new device even when proves the other device is faulty PATHETIC I MUST SAY... I will be canceling all my contracts with vodacom as they come up and I will NEVER recommend vodacom (Contact me that's if you can actually sort this complaint out [protected]

Hello there

Catharina La Grange has three numbers on her account and would like to move two of the numbers [protected]/[protected]) to her sons names as they use those contracts.

The documentation was given to Vodashop in Meyersdal and could not be completed as there is an account query. After numerous calls to 082 194 6 I finally spoke to the supervisor Morena Raeto. On 26 July 2017 I sent Morena an e-mail with the statement and my findings on the account (morena.[protected]@vcontractor.co.za), I did receive a read confirmation. Since then I have tried to get hold of Morena on numerous occasions and up until today I have heard nothing.

I want these accounts sorted so the end of the week. I am going to make a complaint on Hello Peter as well, as I am not receiving any feedback.

Please look into this account and liaise with Morena as he has the whole e-mail.

Regards
Chanel
[protected]

Cell number involved is [protected]. Today R59 was recharged in the above mentioned number which operating on a basic Alcatel cell phone. The airtime was recharged in 2 occasions: R29 out of which R12 was used to buy minutes and later R30. It was later discovered that the rest of the airtime, about R50 disappeared. Upon contacting Vodacom they claimed there are subscription I am not aware of, especially because the phone involved is a basic one. This seems to be common among most Vodacom users where their airtime goes down the Vodacom drain. For how long should we suffer this fate and what recourse do we have, if there is any? Sometimes we buy airtime for emergencies Vodacom would never be held accountable for the jeopardy as a result of on going airtime disappearances.

So I received a call from Vodacom where the guy I spoke to asked me if I was enjoying my new device and I explained to him that I had no idea what he was talking about and he went on to explain that I took a contract with Vodacom and it was approved and I had the device. I explained to the guy that it was not me and I asked how the person was granted a new phone in my name without any supporting documents and I got no answer. on the morning of 24 June 2017, my bank account was debited twice by Vodacom.

I called them and explained that I did not apply for a contract or receive a device from them yet they still went on and debited my account for the third time on 01 July 2017.

I have since reversed the debit orders but I cant get Vodacom to cancel the contract because every time I call they transfer me from one department ton another.

I called the customer care line today to ask why I have 2 deductions of R130 for 1GB data that I did not approve to and did not authorize. They claim that it is coming from game where I upgraded 2 months ago. I did not agree to anything like that. I cant see why 2 months after a upgrade game will give you 2 GB of data that you must pay for. This agreement/Account is from Vodacom and I hold them solely responsible for this billing. Does any company have access to my account and can buy data on my behalf. That is concerning.

This is the second time that I have issues with Vodacom

Good day, I did a upgrade on my phone via online upgrade and I still haven't received the phone or any calls from Vodacom. I would like to know what is going on? The customer department are not helping and they cant help me with answers. My nr is [protected]

Hello Yolandi,
We have received your request for an upgrade deal and your reference number is JIQUNA
A Call Centre agent will contact you within 24 hours to complete your new deal request.
If you don't hear from us within the next 24 hours, please call [protected], FREE from a Vodacom cellphone.
The Vodacom Online team
Vodacom

Good day

I’m Jeffrey Monakedi, phone number [protected], [protected] and [protected].

I’m lodging my complain below:

My Vodacom account have been debited with content charges as from September 2016. I was not aware of this until i became suspicious and question Vodacom on the 7th June 2017. I always buy data bundles and i never run out of call amounts on my [protected] phone. I have open contract with Vodacom and i prefer using cash for my calls and data as is cheaper.

I never sign any contract for the content services and i never subscribed to this on internet or whatsoever. In addition to that i never use their services, site or download anything for my consumption. I asked Vodacom to provide me with my usage statement for that content charges or anything that WASPA member use to debit my account and they were unable to assist me (2 occasions) . In addition to that i requested any activity log visiting this sites or any game or video that i have used or watched during that period with no success.

Vodacom or Viamedia (WASPA Company) refused to provide me statement/itemised activities reflecting what i was charged for? While trying to resolve my problem i received an sms from Vodacom indicating that Viamedia will not refund me. This is a reason why i lodge my complain. I'm willing to take this forward until i get to the bottom of this and i believe there are many poor people out there being charged for services that they never use.

To validate my complain i raised this query with Vodacom on 7 June 2017 and I was advised to send this sms "Stop all WC" which i did on the 7 June 2017. I received couple of sms as well as confirmation that i have been unsubscribed. I was charged R619 during that month of May (i.e. invoice i received in June 2017) and after i cancelled that, i received invoice amounting to R625 for content services for June (invoice i received now in July). I asked myself what services was this for, since i stopped this in June. This made me believe that i have been charged for services that i never utilised. Please investigate this for me.

I addition to above WASP investigated my query and confirmed that they never debited me and asked me to request an itemized billing of which i did request it without success from VODACOM.

Regards

Jeffrey

I have recently upgraded my cellular phone. The device is a Samsung A5. The cellular phone has been faulty for over a month. I went into the store in Pinecrest centre where I was advised that while my fone went in for repairs I will get a loan phone because of my line of work. A month has passed and no1 has contacted me. I went to the Pinecrest store again only to be told that I don't qualify for a loan phone because my contract is too small. This is utter rubbish. I have been a customer of vodacom for a long time and I have three contracts with vodacom at this moment in time. If I can't get a loan phone I will like to cancel the contract and I will not be paying for the early cancellation fee.

I have cancelled my contract on the 30 March 2017. And up till today I'm still getting charged by vodacom after phoning in to the cancellation department every month after he first time I cancelled it and still nothing has been done to my request. They have also been charging me for a extra number I've never used before in my life. I'm am absolutely furious about the service provided by vodacom in trying to cancel my contract and I wI'll never open another contract with them ever again and I will tell everyone I know not to so do either, unless they want theIr money to be taken from them every month for no reason.

Contact 1 - (My personal Number)

I actually called to cancel as I saw the phone I wanted cheaper at one of your competing networks. The agent I spoke to offered me a better deal – 10 gigs of data for the first month, 1 gig for the term of my contract and R200 airtime every month. This was perfect and I jumped at the opportunity, the only disappointment was that I did not get the colour I wanted. But I was happy none the less, however when April started I got my 10 gig once of data but not the 1 Gig promised, I didn't make a scene as I had the 10 gigs however in May I didn't received the data either, I called in asking where the data was and I was advised it was never added and that they apologise, so in other words I was lied to in order to take the deal. This was acceptable everyone makes mistakes, but then …

Contact 2 - (My fiancé’s Number)

We upgraded his contract in order to get my mum a new phone as her phone had broken. This was done on the 25th or 26th April with "Olympic", I distinctly asked when it would be delivered as my mother works for a University which had given their staff leave for the Friday. I was reassured the delivery will happen on Friday so she needed to be at work, I sent her the required documents and she waited ALL DAY, at 3:30 she advised nothing had arrived and the security was locking up and she needed to leave by 4PM. I then called in several times, calls were dropped, I was transferred all over the world and eventually told that the delivery will not happen till Tuesday - they offered to increase my mom’s data by 500MB for the term of the contract and I agreed, however disappointed he then
advised he can’t make outbound calls and I needed to call him back on the Tuesday. I called on Tuesday and due to the different call centres I had to call in and drop the call a number of times, as no one from the other locations wanted to help me, instead promised to send the agent an email (I Assume the agent who promised me the extra 500MB did not leave any notes on the account - His name was "Douglas"). I eventually was told this could not be done by one agent, the next one i asked said he would get the Team leader to call me back but did not and then finally I was told there is a technical issue, they will do it when they get permission and then they dropped the line. It was NEVER done! I then called in again on the 3rd and demanded a Team leader help me, this resulted in the agent actually assisting me, after having me on hold for a very very long time she got back to me and said if I call back on the 5th it can be added. I did this about an hour ago and it’s been activated, however I can only use it as of June. Honestly it was more effort than its worth.

Contact 3 - (My Mother In laws Number)

Please note due to your amazing deals and offers I have brought 90% of my family to this network as I’ve been with you for so long and have been proud to promote how amazing service I’ve received.

It was her birthday and we took out her deal, firstly the agent from Elite Mobile told me the there would be no other charges other than the line rental, however I was charged a connection fee which I then had to call in about to get removed. This deal gave me 6 gigs of data once off, Great I loved this again Vodacom amazed me with how much better they are than other networks, She used this data to download games apps etc, she checked when it would expire using the short code and it advised 01/06/2017 so she didn't rush to finish her data but to her surprise the data was gone on the 01/05/2017, I then called in at about 08:00 in the morning and spoke to "Sihle" who told me he would have it escalated and asked me to email him the screen shot to "[protected]@vodacom.co.za .I then called in on the 03/05/2017 for an update just to see what was going on, I got through to a very rude abrupt young lady who was condescending and very unhelpful, she instead wanted to pass the buck to another department (This seems to be the mentality of all your staff) I then demanded a Team leader as this young lady was clearly incompetent. I then spoke to "Ismail" who is very poorly trained, has no people skills and needs to be trained on how to handle irate users. He did not acknowledge me and the issues and after promising to help me, put me on hold for over 20 minutes and then gave the phone to the rude agent to close the call, I obviously gave that call a detractor. I did however receive my ref number this time which is still being looked into [protected]).

Right now I have a very sour taste in my mouth regarding Vodacom and their service, my fiancé, mother and mother in law all feel the same. Is this really what I've signed up for, for the next 2 years. Is this really what you find acceptable in your company? The number of times calls were dropped, transferred and just poorly handled makes me question what is priority to this company, do you even take action against staff that do this? what are you paying them for? Other that pushing up the call queues on calls that could be resolved in one go.

After all of this I got everything resolved and they offered me 10% of my cell phone bill as compensation but when I checked it was not done and when I called to find out what went wrong they have no trace and cant do anything until I confirm who I spoke to at what time and what date.

Ridiculous! who writes everything down... but since that I write down everything date time name surname what ever I can get legally

Morning
A cellphone contract was taken last year in october on my name in East London eastern cape.
I received an sms then contacted vodacom that i did not know anything about that.
Unfortunately the person was already given the phone
imade an affidavit as requested by vodacom.
and submitted it in pretoria where i stay.
vodacom is still deducting that money from me please help
Regards
Ms K L Moeng
id [protected]

Good day, I phoned the 082111 call centre a few minutes ago regarding my data being depleted when my mobile data is switched off and I am connected to Wi-fi, I was transferred to solutions and spoke to Thabiso. After advising him what my concerns were, he logged a call and while I was still busy talking to him explaining my concerns, he sighed quite loudly in my ear. When I addressed him about him sighing while I am busy raising concerns and told him how unprofessional that was, he asked me to continue raising my concerns! Not even an apology. I took down his name and told him that I would be taking the matter further as he is clearly NOT INTERESTED in helping any of your customers, and he said okay!. I waited for him to end the call so that I could rate the service, and he in stead kept me on hold hoping that I would end the call. After he realized that I wasn't going to drop the call until I have rated his service, He then transferred me to the 0821944 Vodacom repairs call centre knowing that they are closed this time of the morning! I am utterly DISGUSTED at this service and my issue is still not resolved. This is supposed to be your customer care line and he is giving the impression that your staff couldn't give a flying fart about any of your customers. I would really appreciate feedback as I myself work in the customer care business and this was NO WAY to treat any customer! Making them feel like you are just burdening them when trying to raise concerns>>>

Goodday

I have cancelled a data contract on 26 October 2016 at 12:30. Account number: I13960655, data number [protected]. I am receiving debt collection letters and sms's to the amount of R777.94 which makes me extremely frustrated. I have been to 3 local vodacom branches to assist me but have been given the numbers to call instead. I am having no luck with the Cancellations Dep number 082 1958 nor the Legal Dep at 082 1905, but managed to speak to someone at the Accounts Dep 0821946. I have also contacted VVM Debt Collectors to enquire, but they referred me back to Vodacom. I would like to request for the recording of my cancellation of this contract whereby i specifically asked about further billing after this date. I wish that I can speak to someone who can give me clear answers about this debt, after listening to my cancellation recording.

Please help.
Lizelle Pienaar

In May some time I changed my bank and had to change all the debit orders. With Vodacom I decided that I will pay the account myself and phoned Vodacom to find out what account number to use and what reference, and also to stop the current debit order. So from end of May I started paying my account via internet banking with the reference number from Vodacom. I started getting messages that my account was in arrears, and similar to onther gentleman complaining about Vodacom I was told the the Vodacom app is wrong and did not work.

I the proceeded to phone Vodacom to resolve this issue. The call center agents are pathetic, some can not speak proper English and the background noise is terrible. Anyway, from post to pillar no one could help me. Then 2 week later my phone line was cut. I spend a week phoning and e-mail POP to their agents - No success. Only then one, only one person asked about the reference number and then I realized it was wrong. I then send more e-mail, now with the correct reference number to them. Still without unblocking my phone. Then only after some serious e-mails I eventually got a message that said my account was paid and up to date. My line was now active until 29 June, it was cur again. After battling for more than 4 days again my line was active. Then on 14 July it was cut again, another few days of phoning and e-mails. I think close to 25 phone calls and 20 e-mails.

They promise to phone you back, only one lady did, the do not respond to e-mails, their call center agents are mostly useless.

As soon as I am able to I will change to another provider. This is pathetic service. Please train your call center personnel.

Then Today: So just a week after spending hours on the phone, e-mailing my proof of payment for the don't know how many times, useless call center agents, some even rude, my phone is off again.

I will get this pathetic automated reply - Today I need to speak to a Manager, apparently according to the supervisor of the call center agents, they are busy and do not take calls. Busy with what. I need service or their will be no service. Today still!

I purchased a phone last week on business contract (Wednesday the 19th July 2017) our account number is NM019650-8. We had had our phone stolen and the only other way to get a new phone was to apply for another line and contract with you even though we are just a couple of months away from upgrading. we went through the process of application and vetting. We received our phones on Thursday afternoon after waiting and waiting and being promised we would get the phones that morning at 8 am. We were told the the two new sims (package contained a Samsung 8+ and a little Samsung A3) would be active within the next 48 hours. today is Tuesday the 25th July and both sims are not active, despite being promise yesterday by the store that they would become active during the course of yesterday. So i phoned into your customer care line, got through to a lady who was very polite and apologetic as to my plight but told me that the sim code that i had given her had not been activated. She could not continue to help me as I needed activations...so I phoned them only to then be told that the sim was not active, in fact it never even registers on the system...so I was given yet another number to phone but I was transferred in the meantime. Again I went through the whole rigmarole as to my situation just to be told that i cant be helped with the activation and that I must rica the sim myself.

I am absolutely beyond blown away by the complete and utter uselessness of not only ALL of the staff and management at your Bayside store but the apparent lack of empathy from your call center. your services do not allow for emergency situations like the one we have just gone through (its a business phone, yes unfortunately not insured but all the time important to our business). you would not allow a premature upgrade regardless of how close we were to an upgrade, so we were forced into a situation that is far from favorable for us. your store was not only useless they were absolutely disgusting in the blatant disregard towards our urgency and need for a phone with working sim card. their blase attitude leaves a very very bitter taste in our mouth...especially since we have been loyal customers for years.

I hope that you address this matter with the urgency it deserves. I very much look forward to hearing from you.

Kindest regards
Sharon
[protected]