Vodacom
reviews and complaints

I am along standing customer of Vodacom 25+ years.
In May I was advised my existing contract was due for renewal. Through my enquiries to renew I established Vodacom couldnt provide what I needed. I established Telkom could, when I called to cancel my contract I was informed because of my long standing relationship with Vodacom I could negotiate a deal similar to the one Telkom had offered me. This I did and signed a quote on 18.5.2018 which I emailed was called back by Lesego in the contracts dept to confirm receipt and acceptance.
June and July accounts received have billed me incorrectly.
9.7.18 I called Vodacom and was transferred to many different dept. eventually Imphiwe promised to ask the supervisor Sihle to call me which didnt happen. So I called cancellations again on 10.7.18 to query and spoke to Bongiwe in Cape Town who provided me with an email address and advised I will receive a call from a supervisor. I emailed the quote to the given address but it returned incorrect despite my repeating it back to her when she gave it to me. She also promised to call me on 10.7.18 to confirm receipt which she didnt do.
On 15.7.18 still no response I called and spoke to Nozipho Ngwenya who promised to get her supervisor to call, this is after I sent him the quote in question. His name Emmanuel Ramavhale.
17.7.18 received an email from Emmanuel Ramavhale stating he was busy with my query and will give feed back today 17.7.18.
19.7.18 no response to an email to Emmanuel Ramavhale or a call to Nozipho Ngwenya.
I am now at my wits end as to what do I to get Vodacom to address an issue of overcharge on my account.

COMPLAINT AGAINST: VODACOM

ACCOUNT NO: QV260092-8

COMPLAINANT: JACQUES STEYN - IDENTITY NO: [protected] 5

REASON FOR COMPLAINT: ITC LISTING & BILLING DISPUTE

Explanation for complaint:

I am in the process of applying for a homeloan to purchase a house. My bank consultant notified me about the ITC listing with Vodacom that was listed in 2002. The Monthly Payment profile reflecting as Paid up (Note that all payments were always via debitorder) - Amount owed according to Vodacom is R2155.00.

During September 2017 I decided to end my contracts with Vodacom. I settled the full account on 19 September 2017.

In December 2017, all of a sudden I got a message from my bank that Vodacom debited my account with R2155.00. It was then reversed by them, and debited again. I immediately visited Vodaworld Midrand and logged a query. They advised that the query will take 7-14 working days. No feedback was received from Vodacom. I then visited Vodashop Lakeside Mall Benoni, and logged a query with their customer care consultant, this have been done already 3 times over a period. Still no feedback neither response. In between this period numerous phone calls were made to Vodacom. I also received phone calls to make payment for the amount outstanding, explaining to them everytime the whole matter each time. I have now been handed over to your collections.

I only have one contract with Vodacom currently which I pay monthly for a Laptop contract.

I am really despondent and really just want to resolve this matter, PLEASE I ASK YOUR ASSISTANCE.

****PLEASE NOTE THAT THIS MATTER WAS ALSO REPORTED TO ICASA*******

I purchased a new sim card that was Rica on the same day at the store I purchased from and was informed I will receive my cell number via SMS within 24hours.
Its now more than 4 days since I purchased and installed this sim and still no number.
The sim card number for the starter pack I purchased is [protected].
Please can I just get a number allocated to me so I can continue with life.

My contact number is [protected].

As the Chairperson of small bussiness in my Ward of responsibilities we not getting a fair change to be employed by your contractors and the disrespect towards SMME's by financially abusing them with the kind of rates being offered and a list of other grievances.

I would appreciate if your office can look into the matter and contact me on Cell No [protected] or email me [protected]@gmail.com

Thanks in advance

Regards
Gavin Jonas

A complaint was lodged with Vodacom on Tuesday the 17th of July 2018 with reference 1/[protected].

On the 6th of May 2018 I've upgraded my data line at Vodacom Clearwatermall @ 10:56. Consultant C Daniels assisted me with the upgrade.

After I've decided on the data contract suitable for me the consultant explained to me that I will not avail of the full data contract for the month as I upgraded on the 6th of the month. I agreed and said to her that I fully understand.

I SPECIFICALLY asked the consultant what will happen if I've depleted my data whereby she replied that I will not be able to continue unless I top up with data. I then still showed thumps up and said to her this is exactly what I want.

WHOW ... only to find out that my bill for the month of June was over R30 000. YES THIRTY THOUSAND RAND!

Needless to say... all other 3 contracts that I have with Vodacom was cut due to this.
My child in the Western Cape can not make contact with me at all due to this LOVELY ERROR.

I've received an email from below and are unable to open the link

-----Original Message-----
From: NoReply.[protected]@vodacom.co.za [mailto:NoReply.[protected]@vodacom.co.za]
Sent: Wednesday, 18 July 2018 2:21 PM

I'm not going to pay this money as this was incorrect information that was given to me by the consultant at Vodacom Clearwater Mall Branch.

I request that Vodacom urgently contact me to get this sorted out!

I need to get in contact with my child in the Western Cape.

In December 2017 Vodacom sent me an sms to notify that I must upgrade my contract/phone. I then did so. But no one informed me that my contract actually only expires end of May 2018.
I only realised by end February that they are charging me double the amount, when I enquired about it I was told that my previous contract only ends May 2018 and that I am paying for 2 handsets.

I have contacted Vodacom a few times about this, because if I knew that i was going to be paying double I would have waited until end of May 2018. I feel it is their responsibility because they sent me a message to upgrade and did not inform me that I would be paying double. I do not have the financial capacity to pay this extra, and have told them this more than once, now they have cut of my cellphone service, I have made payments every month but not the full payment, as I have asked then numorous times to sort this out, refund me on moneys already paid and stop asking double. They do not want to give me a refund, or make any other arrangement. They also will not activate my cellphone again until full payment is made, which I also cannot do due to losing my job. I need my cellphone to work because we live in an remote area and this is the only form of communication I have, safety wise I cannot contact anyone if I am in trouble.

I urgently need my phone back online and to be refunded for the 4 months extra payments that I have made and the other 2 months extra payment wanted from me to be taken back by Vodacom. If they are not able to do this they have to stop my current contract without any extra payment from me, I am happy to hand in the phone.

I don't want to speak to a machine called TOBI i need to be assisted by a human

Last night i hard airtime of R7, 00 and a balance of 14, 00MB of data i sent one facebook comment and my data and airtime was depleted and all my back ground data is restricted on my phone and i do not have subscriptions on my number i checked all of that before i called Vodacom this morning and they could not assist me or give me my airtime back, when i call them now they are putting me to this TOBI thing i do not want to deal with that

I have been a customer of vodacom for more than 5 years i need my airtime back R7, 00 is a lot of many.

Upgrade was completed online on the 08 July 2018, still have not received the new device, no feedback as to why the device was returned back to the client as per the RAM website, not a call or a message from Vodacom fo an update, pathetic service from Vodacom, the worse thing about dealing with Vodacom is trying to call in their customer care numbers, after waiting for 20-25 minutes the consultants are so fast to trasnfer the call instead of trying to assist, and they 90% of the time cannot assist with the query

REF: [protected] Dispute Date opened: 09/07/2018 Contact number: [protected]

I opened the above billing dispute a week ago with Vodacom and to date have not received any feedback. My contract ended in March 2017 with an upgrade due in December 2016. I never took the upgrade and I have been billed for the handset ever since. The handset should have come off my bill from April 2017. To date they have not rectified or addressed the issue. Surely a company of this size should have a turn around response time to open cases of at least 48 to 72 hours. This is unacceptable given the amount of money we have spent as a customer for over 20 years.

Your prompt attention to this matter is appreciated.

I have been overcharged on my cell phone account [protected] and have tried unsuccessfully to get it sorted out. I have been trying to get an e-mail address so I can explain in writing what my problem and even get a Call Back but that just doesn't happen!

Please can you either call me back on [protected] or [protected] or send me the e-mail address that we can sort this out. Really this is very frustrating.

Regards ANDRE SLABBERT
ID NO: [protected]

The purpose of this communique is to lodge a dispute with regard to the manner in which I was approached and misled by Vodacom into considering an extension of my existing contract at a reduced price. I further wish to cancel all contracts with Vodacom.

I am currently a contract holder with Vodacom, and am due for an upgrade. In the beginning of July, I was contacted by a lady from a Durban call centre who offered me a product with Vodacom with a better monthly instalment. The agreement that we had telephonically was that my monthly instalment of R642.07 would drop to just under R400, and that my minutes and data would increase significantly. It was further agreed that I would stay on the contract (UChoose Smart M) that I have currently, but not receive a new handset. She explained that the new contract will be sent to my home address and that I have to be personally there to accept it. Nothing to that regard happened, and I started to think that it might have been a scam.

On Friday, 06 July 2018, I received yet another call from the lady to enquire if I have received my package (it was strange for me at the time when she referred to the contract as a package). I explained to her that I would rather go in to a Vodacom shop to change the contract, and do not feel comfortable to receive it via a courier. She insisted that it could not be sent to a Vodacom shop. This in itself was also strange to me, but I eventually agreed. Still under the impression that a contract was going to be delivered, I arranged with the courier company to make the delivery on Friday 13 July 2018, since I would have been available to receive the contract personally. To my surprise it was not a contract, but a memory stick, virus scanner and Office programme. I was totally taken aback, as I was expecting a contract that I could read in my own time; sign and return to Vodacom. This stemmed me very wary, and I decided to follow up on the matter.

On Monday, 16 July 2018, I contacted Vodacom to enquire if this package was for free and I also requested the person assisting to check on the system what my new instalments would be. The person confirmed that the package was for free, but to my utter dismay I was told that my new instalments would be an amount that was even more than what I am paying now. I immediately asked the person to do a reverse order and to cancel the new contract at once as I was not happy with the product. I was brought under the impression that the new contract would be just under R400 per month.

Later in the day, after thinking the matter through I decided to cancel all services with Vodacom. I called the cancellation department, who then gave me a number to call to log a dispute without much explanation as to why my services could not be terminated permanently, even though it is due to end soon. This department, however, did mention that they saw on the system that my new handset has already been delivered. No handset was delivered to me at any time. The content of the parcel I received was the memory stick, etc. that I already mentioned. It is confirmed by the attached delivery note, that I did not receive any handset.

All the discrepancies during this whole process is very concerning.

With this letter I therefore wish to cancel the new contract I supposedly entered into telephonically, as the outcome regarding the instalments and benefits is not corresponding with the telephonic agreement. After the expiry of my current contract with Vodacom in October, I would also not wish to continue with any further upgrades, contracts or any other agreement and wish to terminate all services with the company.

I have been loyal customer of Vodacom for years and had every intention to continue to get a service from your company, but it seems as if the company did not act in good faith when approaching with a so-called better offer than what I currently have. As result I have lost faith in your company.

It would be highly appreciated if I can get a response from your company with regard to this dispute and the outcome thereof within 7 days.

Please do not hesitate to contact me if you need any additional information in this regard.

I ordered an upgrade for my business line on Vodacom's online website, I received a confirmation that the order confirmation number.

A consultant contacted me and advised me that Vodacom can not process my order as the deal I ordered is not available online. When I asked why did I then receive an order confirmation I was told I used the wrong option on the website and that she did not contact me regarding the order but that I placed a call back.

I requested to speak to a manager who advised me that they have a problem on their website and I was not suppose to be able to place that particuler order on line.

They can not assist me online.

I stated that if they not have an offer availeble on line and then retract it. I was advised I will receive a call back.

I received a call back this morning but was on another call, when I tried to phone back I was on the line for 13 minutes, spoke to five different consultants and then was cut off.

I am very upset and dissapointed in the service I am receiving from Vodacom.

In the mean time I am battleling with a phone that is not operating properly and trying to run a business.

Order confirmation number below:
Hi, Wilma Van Aswegen
Thank you for placing your order with us.
One of our Customer Care agents will contact you soon. Order number :
Creation Date : [protected]
13 Jul 2018

Your order details

Huawei P20 Lite Black
R599.0

On Smart M +
Smart

Good day,
During the month of May, June and possibly July, I've had fraudulent activities added to my VODACOM bill. Despite me questioning the data usage for May, at the end of May, and requesting the data to be switched off in June, there has been data usage in June. The charges are for opera.com, lavamobi, Hungamamusic. I have never agreed to these subscriptions. The charges are in excess of R20000. This is theft and I will not leave this alone. I will take this further. I logged a query with VODACOM, I sent affidavits but still I've had no response from VODACOM. And to be still billed, despite requesting cancellation of data services is totall going against my consumer rights. VODACOM needs to reverse these fraudulent debits and prove to my where and when I subscribed to these Billings and where I agreed for my data services to be deactivated. It is totally unfair, as I have been a loyal customer for over 10 years.

On the 2018/07/12 i was called by vodacom agent offering me a package that he says it will be beneficial to me with data and airtime.I didn't take note of his name but at the end of our conversation when i told him im not interested he responded saying ok he understand where i come from and i have a strong filling that was a negative and rude remark to me.the number he called me on is [protected] at 17:21

On the 17th May 2018 I lodged a fraud case on my account (after visiting Vodaworld customer center where I was attended by one Matshepo and discovered that my account was defrauded) and Vodacom confirmed receipt of such and responded with reference / case EC-1JEX-3JBYSJ. On the 17th June I did an email follow-up but got no response. On the 10th July I physically visited Vodaworld where I was given queuing ticket number S146 and was attended by one consultant named Tsakani. The consultant could not provide any help but instead asked me to lodge the case once more to a different email address, she refused to escalate my case to her supervisor / manager nor even let me to speak to the supervisor / manager. On the 11th I forwarded my email case to the new address "[protected]@vodacom.co.za" as provided but to-date I have not received a response. I had indicated that I want my money deposited into my bank account, the amount is more than R 7, 000.00

Good day. I have been to a Vodacom Secunda store in the week, to upgrade my current contract. I was interested in a deal which consists of the Samsung A8 with the VR Gear free. Before agreeing to any conditions I first asked if there was stock of the VR Gear available. The consultant helping me, confirmed that they didn't have a Demo in stock but if I took the deal, he would place the order by Thursday and I would receive the VR Gear by either Friday or latest Monday of the next week. I was happy and took the deal ONLY because of the VR Gear and the fact that it was available. I upgraded my contract, received the Phone and awaited the VR Gear.

Later that day, the consultant called me to notify me that VR Gear was not available anymore and not in stock. The deal was advertised from 6th July to 6th August 2018, my point is, how does Vodacom advertise such a deal if they run out of stock in less than 5 days after the deal was advertised? This kind of service is unacceptable. I don't want the Phone if there is no VR Gear as advertised. I want Vodacom to contact me in regards to this complaint and what is going to be done to rectify this matter moving forward?

Good day

On the 27th June 2018 i opened a contract with game store Boksburg
They activated an incorrect number by mistake [protected] instead of [protected]

We called trade partner same day and they said the lady at game store should just error the number ( contract ) and activate the correct number, she did exactly that thinking the problem was solved took the phone then left. On the 4th when i checked on my vodacom app i see the number is still active and shows under my contracts so i called customer care, explained to the lady and told to go to the store where I activated my contract i went there on a sunday 1st july 2018 called trade partner, they said we should call cancellation then they transferred us to upgrades from one department to another like they always do for an hr on the phone because after sales had already closed at 2pm we then left the store. I went back to game store the lady call and was transference to all the departments until she was told to upload documents she did and the number was canceled but i was billed for that.
Saturday the 7th i went to a vodacom shop to pay 217 for the new number activated, when they checked my account it was arrears to my surprise they printed statement for me, i was shocked to see that they did premature cancellation.
I called accounts department 0821946 regarding my account being in arrears they failed to explain to me and told me to call 135 customer care the consultant was not even willing to assist me, he was point blank rude forgot his name ( 0821946), i then called 082135 spoke to a lady who was helpful even though my query wasn't resolved spent an hr with her on the phone she called all vodacom departments on my behalf and of course they transferred from one department to another.
The upgrade department said it was a premature upgrade because it was more than 14 days mind you the contract was activated on the 27th then cancelled on the 7th how is it more than 14 days and the number was never active on the network

Please kindly assist because now I owe vodacom 4000 I don't even know and they will debit ot on the 27th of this month

Paballo from game store eastrand mall really know what customer service is and she is still trying to help resolve this matter
And the lady i spoke to at 082135 on Saturday 1st july was amazing she called those departments and came back to me to tell me what they said, she tried by all means to assist me
As for the other departments I don't even have a comment

My main number [protected]
Thando ( account holder )
[protected]@gmail.com

I was called to upgrade 2 Data Contracts where I was told if I signed up for another 2 year contract, that nothing would change. I would still just pay the amounts I was currently paying. I still confirmed telephonically that they would not charge an upgrade or any fees. I was told that there are NO ADDITIONAL COSTS.
Then I got my next statement, and there they had charged me an Admin fee on each of R149.99. I called immediately to query and was told that it would be reversed. This was in May 2018. In June, it was deducted by Debit order, but then was told that it will be refunded. I got an email to request copies of the invoices where I was charged. This was sent by email on the 15 June 2018 to Edhasenmoodley.[protected]@vcontractor.co.za .
To date nothing has happened. I have since emailed another 2 times, and no response. I am at this stage totally disgusted with Vodacom and will weigh up my options and migrate to another network as and when my contracts end. How many people are caught out this way.

Good day

I would like to stress the huge inconvenience caused by vodacom.

For the past 6 months vodacom has failed to stick to our debt order arrangement for my 24 months cellphone contract with them.

Debt order date that was agreed on is for the 27th of each month for phone no. [protected].

Currently vodacom has been delaying to take its money on said date, instead it chooses to collect two weeks after said date and obviously finds that remaining amount in account is not the full amount required by vodacom but having said that their was a month where there was r1 short from my account and they decided to place my payment in arrears which automatically will now have interest added to the amount and sad part that interest was over 15% of amount owed.

Last month an electronic payment of the full amount in arrears was paid off by myself on the 22nd of june 2018 with the knowledge that normal debt order will be processed in 5 days time meaning my account would be clear but yet again vodacom processed the debit order late again. Now I am faced with the same issue once again of payment in arrears with interest like for god sakes! Sa's financial status and mine personally can not afford to have all my payments in arrears all because vodacom fails to collect its money on time. This is unacceptable!

If an agreement is signed by two parties both parties must oblige to such agreement and failure to do so is considered a breach to the agreement.

Your upmost assistance with this issue would be highly appreciated.

A Vodacom username and password known to us was used to fraudulently open additional accounts on my wifes' existing contract. On 10/07/18 her number was suspended due to non payment on the fraudulent accounts. We explained that we are in possession of a letter from Vodacom fraud dept, indicating that the fraudulent numbers will be removed from her name, and low and behold Vodacom did not do it and obtaining help from Vodacom is next to impossible. The only option left is to get a lawyer to tend to the problem. Thanks Vodacom for pathetic service to a loyal customer! Will also find another service provider whom will render better service.