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1.1 3941 Reviews

Vodacom Complaints Summary

104 Resolved
3836 Unresolved
Our verdict: If considering services from Vodacom with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Vodacom reviews & complaints 3941

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S
11:53 pm EST

Vodacom vodacom advertised double deal/2 for 1 deal for r649pm and were charging r737pm. today they increased it to r1265.32!

Vodacom advertised a Double Deal with a Samsung S8 and Samsung J5 for R649pm in August / September 2017 on a Smart S+ plan. An additional R10 was an option to opt for the Smart S+ Top up package which was what I opted for.
Since day 1 of the Contract they have been charging R737.00pm.
I have logged multiple complaints over the past year and half and they refuse to assist me!
This morning I received a statement and R1265.32 was deducted from my bank account!
Vodacom you are taking your customers for a ride! Pathetic service!

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R
7:31 am EST

Vodacom customer service

Please check your numbers - 111 or 135. The message is not in English. I do not understand the language that is on those numbers. Please get this fixed. It is very frustrating if you don't understand what the tape message is saying to you!
My message is short and to the point. Every time I phone the customer care number it is not in english.

You can contact me on [protected]

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J
2:35 am EST

Vodacom reallocation of active business number to a stranger!

A registered business gets a prepaid cellphone number, has a website set up, business cards printed, etc all with this cellphone number. Distributes details and markets the company but the phone remains quiet - strange.

This phone is to receive calls only and not to make thus never buying airtime (we have 2 other existing contracts with Vodacom dating back to 1994!). We buy data for the cellphone number on 14 July 2018 two days before the company owner goes on an extended business trip. Phone remains switched on but as he uses his other number to make calls, this number stays strangely quiet!

Eventually when we have returned from yet another trip, we go to Vodacom to see what on earth is going on - is there a problem with the sim card or what as we should be getting calls, etc from clients... only for us to be told "sorry, but the number belongs to someone else!"!

What the heck? So the data bought (not used) was to expire on 14 September and yet less than a month after this the number was issued to someone else. How does this work?

We have therefore wasted how much time and money with using this specific cellphone number, business cards, business trips, etc in vain!

We therefore DEMAND to have this number returned to us - and as quickly as possible! I don't care whose feet have to be kissed by whoever, but this has cost us thousands and is most certainly not our fault - we are losing money on a daily basis as now clients have this number only to contact us! The consultant at the branch tried to explain "but the phone was not being used to make calls" but that is not the point! As the phone was switched on it should have registered on your system as being active on the network - should it not?

If having a number to receive communication only was an issue, surely a sms should have been sent warning of the pending reallocation of the number, etc? Or is this how a client of over 24 years can be expected to be treated?

** Complained on HelloPeter and received a response of "reallocation after 120 days of non-use" to which I replied: "Okay - 120 days you say. Then add 120 days from the date we bought data (14 July 2018) takes us to 11 November - correct? Then please explain how the number was reallocated in early October already!?!?!? So either you go against your policies, or someone can seriously NOT count!" - to date I have not had a reply nor response from Vodacom!

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L
5:48 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Vodacom poor service

I cancelled my contract last week 24.01.2019, made a payment for the cancellation of my contract and then to re-activate my contract.
NO ASSISTANCE from Vodacom until (29.01.2019) I had to get upset and speak horrible languages to the consultants for some positive assistance. I hope in the next 24 hours my contract will be deactivated and then activated again.
I think Vodacom is getting worse and worse.
If I had a choice I would not even renew with Vodacom, the unfortunate thing is I would have to change my number and that is the issue.

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B
5:33 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Vodacom data

I took an airtime advance on friday the 25/01/2019. I then bought a whatsapp ticket for r29.00 and got 1gig dada bundle for 30 days. On sunday the 27/01/2019 I called vodacom because I realised that my messages were not going through. The agent told me that I no longer have any data bundles. I asked her to please double check as it might be a system glitch and she said that she would call me the following day monday 28/01/2019. She then did call me back and confirmed that there was indeed a glitch on vodacoms system and they would reimburse the r29.00 airtime. I then asked couldn't I just get the 1gig data back as that is what I purchased and also that the 29.00 will be used to pay back the data advance and she said no.
So later that evening, vodacom reimbursed the r29.00 airtime which was then taken for the airtime advance! So I have to now pay the extra fees for the advance yet I did not get what I purchased. I think it is really unfair. Kindly look into this request as I await for a reply.

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Z
12:32 am EST

Vodacom rude, impatient team leader

Good day,
I had a very bad service with one of your team leaders Jimmy from you call center department.
Jimmy refuses to give me his Surname, as he was not allowed to because some of your employees were stocked before, I'm not even sure how true that is but that's what jimmy says.

My thing is if a team leader gives you an attitude, what is he teaching his staff members and how are we supposed to escalate matters if team leaders behave in such manner ?
I'm hurt, confused and shocked that a team leader would treat a customer like this.

This is disgusting and rediculous
I need a letter of apology from Jimmy

Regards Zandile

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Z
4:02 am EST

Vodacom wifi contracts

I was offered a new router with 10 Gig night and Day data on my existing subscription at a reduced price, as their way of saying thank you for being a loyal customer. Then I received a bill of R1300. I phined them and they were going to investigate the matter. The next day a courier arrived to oick up the modum, I told them no, because the issue was not resolved. A few days later they called via some company and made me out to be in the wrong. I know it was their fault, told them to go f... Themselves and that I am going to cancel all contracts when they come to and end. They are corporate giants whi willfully mislead, rob and lie to us. Down Vodacom!

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T
2:28 am EST

Vodacom refund of money taken off in error

I cancelled my vodacom contract at the end of november 2018, I spoke to ntombi who confirmed that it would be cancelled from end december. On 01 january vodacom deducted r828.78 from my account. I contacted vodacom on 3 january and spoke to colin who said that it was an error on their side as the contract was cancelled effective end of december and they would refund the money - ref [protected]. On 15 january I had to phone again as no refund had been received. They said that a credit note had to be issued and they would initiate this, the lady advised that I would receive the refund of r1007 in the next few days. To date - 24 january I have still not received my refund. I want answers or I will take this to the newspaper and the ombudsman - this is totally unacceptable that money was deducted from my account and now I must battle for a month to get my money back.

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N
12:37 am EST

Vodacom summer gigs promotion

We upgraded one of our contracts online in December. We were supposed to get some vouchers with the upgrade - one of them being a Makro voucher. To date we've received all our other vouchers except our Makro voucher. We've been contacting Vodacom on numerous occasions only to be told they will escalate or we need to call the call centre, which we have done on numerous occasions. We've had the same issue with our previous upgrade. The fact that we are just being ignore is most annoying. Customer service does not exist! Management clearly does not know what they are doing because escalating and escalating for over a month already is ridiculous! We will continue to post our dissatisfaction on every possible platform until this issue is resolved, we are not just going to disappear!

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C
10:32 am EST

Vodacom upgrade to be canceled

I applied for an upgrade of one of my contract via the internet and requested the handset to be delivered At a certain address. I was unable to receive it at the address and phoned 3 times to change the address. They never did this and eventually requested if it should be canceled and I ask them to cancel it 10 days ago but they still have not canceled it even after I have called 3 times. This is unacceptable for me as I have now struggled for 3 weeks to upgrade my handset. I have been a loyal customer for years but if this is the service you get I will have to see if another company will not give me better service.

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N
2:57 am EST

Vodacom my credit profile not updated with transunion and other credit bureaus

please note that I've had made Several call to get my credit profile up dated, please can this be sorted as I've stopped paying Vodacom last Oct 2018 and the instalment still reflecting as amount due. Cell phone number is [protected] ID [protected]
Nthabiseng Mathatho.. please can this be resolved ASAP as I'm currently in a process of buying a property and this is affecting my credit profile.

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M
12:49 am EST

Vodacom new data contract issues and automatic cancelation

In December 2018 I took out a new data contract at Vodacom Chatz in N1 city mall Cape Town.

After I initially took out the contract I had to go back to the shop 3 times before I could have a working sim card, as the assistant that helped be originally did not give me the correct sim card for the contract.

A week later I was called by the same shop assistant and was told that the number I was given belonged to another customer and he had loaded data on the number. She had said that I must come into the store and reimburse the client or she will do a reversal on my account and it would then be in arrears.

I refused to pay and asked that the matter be escalated. Customer care called me in January and told me that I will be keeping my original number. A week later I was called once again and told that my contract was now cancelled. the last ref number I got was [protected].

I am highly upset with the service I am receiving from Vodacom as I have been a client for many years, with multiple contracts with you.

I want my contract to be reinstated ASAP.

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S
12:22 pm EST

Vodacom contract added to my account without my knowledge

I have my contract now over the 20 years and on Tuesday the 15 Jan 2019 I have called customer service to find out something and then they told me on the 31 Jan they going to deducted R 4409, 59. Then they told me I have 2 cellphone numbers on my account and it is the other number that bought data on account. Then I went to the vodacom shop they said they can't do any thing and the police all so say I don't have enough proof to open an case. I am very disappointed in vodacom because how can you open an account with no ID or signature on the contract. I am the 2nd person that I know about that found out about a contract that is been added on their name. The company that do that is in Sandton.

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C
6:22 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Vodacom internet installation

We had internet installed at our new place. They said it will work by the end of the day. After calling them the same day of installation they said it will take 24 hours. We phoned back after 48 hours and they said that they first now have to lodge a complaint, after they said the same thing after calling them after 24 hours. It has been 4 days already and it's still not working. They have not phoned us back to give feedback or anything. This is really poor service as we need it for work purposes.

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L
2:39 am EST
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Vodacom - fraudulent upgrade

In November 2018 I personally went to th vodacom shop and cancelled one of my accounts. Last debit order to be deducted end of December 2018. Yesterday i received an sms saying my new device has been succesfully delivered. Called vodacom to hear what device and was informed it was an upgrade on the account I cancelled last year, apparently the upgrade wa...

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B
5:55 am EST

Vodacom upgrade assistance

I've logged onto my vodacom to do a upgrade and the process goes only to delivery and not further. I've tried 3 times. I phoned and was assisted half way with the upgrade over the phone. I'm still waiting for a consultant to phone me to confirm my "order" upgrade. I've been a client of vodacom for almost 15 years now and it seems I need to find a better service provider that can actually give what you pay for and who can assist timeously.

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Y
2:39 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Vodacom payments

My payday has changed from month end to the 15th of every month, after attempting to change the debit order, Vodacom went and tried to debit me for December and the whole of January on the 15th. Apparently they have to take two payments for the change to be made. My argument is that I am not now paid twice for the same month so how must I budget two payments in one month. Surely the date can be changed without the hassle of paying twice. Now on the 1st of every month I must call in and make a payment arrangement for the 15th. My credit record is damaged by this. Surely there is a solution for people like me? I am a loyal consumer and this is how I am treated? Y Nel [protected]

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J
5:14 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Vodacom service at woodland and the grove malls in pta at incredible connection

I went on Saturday to Woodlands Incredable connection then The Grove to upgrade as ai am due for upgrade . I was send away in both store as they said I had to come back on Monday as there was no person working for Vodacom today in both store ! I live 500 km away on the NW and came to the city to upgrade in Gauteng And got this feel this is totally unaceptable my nr is [protected] Mr Roos

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Y
9:18 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Vodacom fraudulent account - number [protected]

I have received a letter of demand from Vodacom for an account/ subscription that I did not open. I queried this with Vodacom from last year when my account was being debuted. I am working in the UAE for the past 40 months and closed all accounts with Vodacom in 2016.
I did NOT receive any feedback from Vodacom and assumed that this issue was resolved. However my mum who resides in SA received a letter of final demand. I need this to be investigated and have myself cleared from this issue ASAP as I am not living in SA and I'm having major difficulties in getting this resolved with Vodacom.
This is u unacceptable service that is predjuicing my reputation and credit rating in SA

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Update by Yashika Maharaj
Jan 11, 2019 9:24 am EST

Attached find letter. The origins of this account has to be investigated by Vodacom

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T
7:15 am EST

Vodacom account not in arrears

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.

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Vodacom In-depth Review

Overview: Vodacom is a leading telecommunications company in South Africa, providing a wide range of services to both individual and business customers. With a strong presence in the market, Vodacom has a rich history and has established itself as a key player in the industry.

Products and Services: Vodacom offers an extensive array of products and services, including mobile voice and data plans, broadband internet, fixed-line services, and enterprise solutions. Their offerings are known for their quality, range, and innovative features, setting them apart from competitors in terms of variety and uniqueness.

Pricing and Plans: Vodacom's pricing structure and plans are carefully designed to cater to different customer needs. They offer competitive rates and flexible options, ensuring affordability and value for money. When compared to competitors, Vodacom's pricing strategies and plans stand out for their customer-centric approach.

Network Coverage: Vodacom boasts extensive network coverage and a reputation for reliability. Their 4G and 5G capabilities provide customers with fast and seamless connectivity. When compared to competitors, Vodacom's network coverage and performance consistently rank among the best in the industry.

Customer Service: Vodacom is committed to delivering excellent customer service. Their support channels, including phone, email, and live chat, are easily accessible and responsive. User feedback and reviews indicate high levels of customer satisfaction, highlighting Vodacom's dedication to providing exceptional support.

Billing and Payment: Vodacom ensures billing accuracy and transparency, making it easy for customers to understand their charges. They offer a variety of payment options, including online and mobile platforms, for added convenience. Compared to competitors, Vodacom's billing and payment processes are efficient and user-friendly.

Customer Reviews and Ratings: Customer reviews and ratings for Vodacom are generally positive. Users appreciate the company's reliable services, excellent customer support, and competitive pricing. Common feedback themes include satisfaction with network coverage and the quality of products and services. When compared to competitors, Vodacom consistently receives favorable reviews and ratings.

Corporate Social Responsibility: Vodacom demonstrates a strong commitment to social and environmental causes. They actively engage in initiatives related to sustainability, community development, and digital inclusion. When compared to competitors, Vodacom's corporate social responsibility efforts are commendable and contribute to their positive brand image.

Innovation and Technology: Vodacom invests significantly in innovation and technology, particularly in areas such as IoT, AI, and digital transformation. Their efforts result in cutting-edge solutions and enhanced customer experiences. When compared to competitors, Vodacom stands out for its technological advancements and forward-thinking approach.

Partnerships and Collaborations: Vodacom has established strategic partnerships and collaborations with various organizations to drive innovation and expand their service offerings. These alliances bring mutual benefits and synergies, ultimately benefiting customers. Compared to competitors, Vodacom's partnerships and collaborations contribute to their overall success and market leadership.

Overall Rating: Vodacom receives a high overall rating based on its exceptional performance across various aspects. With their extensive range of products and services, reliable network coverage, excellent customer service, and commitment to corporate social responsibility, Vodacom is highly recommended for potential customers. When compared to competitors, Vodacom consistently ranks among the top telecommunications companies in the industry.

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3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Vodacom. Make it specific and clear, such as "Incorrect Billing on Vodacom Contract" or "Poor Customer Service at Vodacom Store".

4. Detailing the experience: Provide a detailed account of your experience with Vodacom. Mention key areas such as customer service, billing, network coverage, or product functionality. Describe the nature of the issue, including dates, locations, and any specific employees involved if relevant. If you have had any transactions with the company, include transaction dates, amounts, and what the transactions were for. Outline any steps you have taken to resolve the issue, including any communication with Vodacom's customer service and the responses received. Clearly explain how the issue has personally affected you, whether it's through financial loss, inconvenience, or stress.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or screenshots. However, be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filing optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Vodacom. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, an apology, or any other form of redress.

7. Review before submission: Carefully review your complaint or review to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors, and verify that all the information provided is correct and relevant to your complaint.

8. Submission process: After reviewing your complaint, click the 'Submit' button to formally file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. Engage with any replies from Vodacom or other users to provide additional information or to follow up on your complaint.

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Phone numbers

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