Vodacom
reviews and complaints

I had an online cell phone upgrade in august 2017 which fell broke the screen took it in at Vodacom shop in Centurion Mall where I was told for Huawei they don't replace the screen but I'll have to pay in for a replacement which I was more than happy to pay because I thought the device is 100% functional . Since the day I got this second hand phone after paying R1800 cash it is not working 90% of my time which I spend in at work it's on No Service/ Emergency calls only.
I really need Vodacom to give me a working device as they continue taking money from my bank account every month.

Goodday

I have cancelled the following line which was supposed to be updated in 2015. I saw the number on my accounts after that and went to the Vodacom stores. They assured me that it is just "laying" there and that I am not paying for it.

I went into my online account again and really start looking around and saw that some of my lines are put together on one invoice and that I am still paying for the line that I cancelled. It is now 2018 so I have been paying for 3years for absolutely nothing.? I want to know why was it not cancelled and am I getting my money back. I did not use data on it as I thought it was cancelled years ago.

Please I want my money back. I spoke to an agent again today, he said he will cancel it again and offered me a smart tab which I did not really want to take as I do not want to deal with Vodacom anymore. This agent also told me that I have plenty of data on that line. So am I also loosing that now? Can they put my data on one of my other data lines?

Please help me to sort this out.

Regards

Sandra

Its been 3day ur technical team is unable to open my line, they keep transferring me and promising to resolve this issue but still today I am unable to use my line ...this is frustrating I have been a loyal customer for over 10 years why treat me like this. Vodacom attend to this issue with urgency I'm loosing money daily I am a business woman, I had to buy an mtn sim so I can try to continue working imagine buying mtn data while I have over 1gig no guys fix this [censor].

I applied for an upgrade on the web for an iPhone 6 plus. the deal got approved and I got send a reff number. this is the mail I got sent.

Hi Nico
We have received your Vodacom contract application (reference number VODACOMDIREC-[protected]) but before we can process it, we need to check a few things.

A Call Centre agent will contact you shortly for more information, or keep an eye on your email for more information on your application.

You can track the status of your application to see how it is progressing.

PLEASE NOTE:
•Our RAM agents will request to see your ID book, Smart ID card or valid passport used to create the order before they deliver the device.
•Your device will be delivered on a weekday between 8 am and 5 pm, depending on delivery address and location.

Your order details

iPhone 6 Plus 128GB

Device colour

Space Gray

SIM type

Stock status

Popular phone. Expect delay

Plan type

uChoose Flexi 200

Contract duration

24 months

Data allocation

0 MB data per month

Minute allocation

R200 airtime month

SMS allocation

0 SMSs per month

Delivery cost

Free next day delivery

Total cost (incl. VAT)

R299.00 p/m

so as I am trying to find out why I was not called a rude white lady told me it is discontinued and it is my problem. I must just select a new phone. witch I cant because this is hanning as an upgrade. I wonder what the consumer will say about this, because in south Africa what you see is what you get, the deal is still on the web and can be chosen. so if it is discontinued why is it still on.

I would like to get feedback or I will go to hello peter and the consumer.

my number is [protected]

I have a gig of data that disappears within 20 minutes of logging on every month.

I am sick of it!

I have turned off all auto updates. I have checked that I have no apps or software that update automatically etc.

Yet within minutes of using my tablet for the first time every month, I start getting notifications of low data availability and no data on my 1gb data contract.

I am fed up. This contract is of no use to me and is a damn rip off!

The number is [protected]. My contact number is [protected].

Please look into this and give me decent feedback asap. Don't try to pull the wool over my eyes.

On 15 December 2017 I contacted Vodacom to upgrade on a deal that included 2 x Alcatel Plus 10 Tablets 2 in 1 with keyboards @ R179.00 per month - offer valid from 7 Dec'17 to 6 Jan'18.

Now it might not seem like much but one of these tablets were to be a gift to our daughter for Christmas. Upon my application the Vodacom sales person had to check if I qualify for the deal. After holding for a short while he confirmed that I qualify and we proceeded with the upgrade. He informed me that the delivery will take place within 3-5 working days but believe it will be delivered by the 19th but no latet than the 20 Dec'17.

On the 19th I contacted Vodacom to find out if it will be delivered the following day since we were leaving for the holidays on the 20th and nothing was received on the 19th. I was advised to contact the department that deals with processed orders on 0821945 or 0821950.

When I contacted them the lady informed me that the delivery will not take place that week since it was on back order. She recommended that I must try the going to one of their branches to see if I can get it instore earlier but said the order will not be cancelled as the store can cancel it on their side if I do manage to come right. She also confirmed that the delivery will be done the following by the latest 29 Dec'17 and she apologised for the delay.

My cool was still intact and I understood since it is the festive season when alot of things is on demand. I phoned our local shop which said they were out of stock. I checked online and see Bloemfontein had it avilable but we are 781km away!

So on our vacation I contacted other Vodacom's in the towns we visited and they had no stock. I also went in at one of the stores and they had none but they phoned another branch to ask if they had which confirmed they were also out of stock.

I left it there since I already placed an order I knew it would reach me eventually but in the meantime I had to run around shopping for a christmas gift for my daughter the day before christmas in a completely unknown town just so that there was something to give her. We were friends and family and it would have been embarrassing if they gave her gifts but she did not receive anything from her own parents.

On 30 Dec'17 I contacted the 0821945 number again to follow up on the delivery that was suppose to be by the 29th (at this time we have already returned home).

The lady I spoke to informed me that my order was cancelled and I popped a fuse! I wanted to know who cancelled my order since it wasn't me. She put me on hold only to inform me that there was a system error but I can contact the upgrades department and reapply for the upgrade or the call centre. So I asked her why is their no back up of this information as this would mean that Vodacom can just pull up their shoulders as if it is no concern to then that is their paying customers concern! After all the effort I have already made... Vodacom didn't even inform me of this so called error! I demanded to speak to the manager. On hold for +/- 20 minutes she retrieved the call at 14H07 to inform me the managers leave at 14H00 but claimed she was trying to get someone to assist me.

The best however is whilst she left me holding I contacted the 082111 number and a very pleasing consultant took my information after I told her I would like to follow up on the order. Without providing the information, SHE TOLD ME what upgrade I was enquiring about and that the order is active on her side. It doesnt show that it was cancelled on her end.

When the lady from 0821945 retrieved the call, I was on the line with the lady from 082111 (two seperate calls on seperate devices) and I informed the lady from 1945 of the confirmation from lady 111. Well 1945 ended the call.

The consultant from 082111 then advised she will put me through to 0821958 and the call got cut but she almost immediately phoned me back and transferred me again.

The consultant from 0821958 was also very helpful. She was going to check where my order is. After holding for a while she returned and said that the delivery was cancelled by RAM couriers, huh? She asked if I have been in contact with them. Yes I was but never gave them any information that could have linked the parcel to me. Even the waybill number I gave RAM (which I thought was for this delivery) was invalid and not recognised by RAM, turns out it was another parcel delivered by SkyNet and completely unrelated to the Vodacom order.

She then asked me if I will hold so that she can get to the bottom of it no problem. Hen she retrieved the call she told me there was in fact a system error and the offer is NO LONGER AVAILABLE! How is this even legal, the instore and online catalogue have this offer and the catalogue is valid until 6 Jan'18! Even the online store have offers for the same device on different packages...

She then proposed alternative offers which is really just entry level tablets when you check the specs. She said she will send a email to her manager and cc me in the communication so that I can see the feedback. No email or further communication received to date.

In the meantime I have a daughter that is still waiting patiently but also excited to know when she can expect her suprise gift. This has been unfair treatment to myself for trying to get it resolved and my daughter for having to understand that there is a delay from the mysterious place I got her a christmas gift.

I truely and honestly hope that this painfully long complaint gets your attention since I spend a small fortune every month on all my Vodacom contracts and this type of service could have me reconsider my future network provider.

Below the order notification received:

Dear your quotation has been processed [protected]. Use the order number [protected] when contacting Vodacom Customer Care on 082111 for further enquiries.

Yours Dissapointed,
SE

I had a contract with Vodacom for ACC 9I4226512 when it came 3 months to end of the contract I started to be billed for value added services.

when contacting Vodacom was told I had to collect this money back from a third party namely WASPA. I don't believe this was correct as I had never given Vodacom permission to pay a third party on my behalf.

I contacted WASPA to refund money, they informed me there members would refund the money as they could not furnish proof that I had subscribed to any value added service.

WASPA member's refunded the money excluding the VAT which was charged by Vodacom for the value added services.

I am now been harassed by Vodacom for Arrears stemming from this VAT amount which I will not be paying as it is a VAT issue between the company's you illegally paid, SARS and yourselves as there was ultimately NO vale added to invoice as this money was refund.

this seems to be a two issues here the VAT fraud and the illegal billing which Vodacom seems to believe is the ethical way of doing business so are now using harassment tactics to get illegal billings paid.

please forward me a reference number as I will require to escalate this mater with ICASA as well as SARS, as I have tried explaining this to your call centres and have advised them they may need to raise this matter with more senior management to help resolve but I am still being harassed by Vodacom.

I have a contract with vodacom for years. I noticed recently that my airtime was being reduced everyday. This started on 22 sept 2017 but only realised the consistency in nov. So i went to Gateway Vodacom on 11 nov 2017 to find out the reason. They checked and said it was a vlive subscription removing R5 everyday since sept!.
They forwarded a complaint which read as follows: reference was Your query has been escalated to a support specialist. Your ref number is:[protected] Visit www.vodacom.co.za/help from your PC or cellphone. Thank you, Vodacom.
Then the very next day R5 was removed again. I called vodacom support centre where i was assisted and apparently i was subscribed to games which i never subscribed to.
This deduction started again on 5 dec 2017 then i phoned vodacom support and they assisted in cancelling the subscription again.
I had to purchase airtime only for it to be reduced for something i didn't subscribe too.
I went back to gateway to see why i have not been credited for all the money that was deducted but they said back office didn't do anything and logged another complaint on 30 dec 2017, which read as follows.
Your query has been escalated to one of our Solution Experts. Your ref number is: [protected] Visit www.vodacom.co.za/app from your phone. Thank you, Vodacom [Service RequestOwner Group].
I was awaiting 1 jan 2018 for R150 airtime only to be horrified that the airtime was R143!
R7 was now deducted. I checked subscriptions again only to see a vid play subscription.
I'm sure by now you can understand my frustration. I am due for an upgrade and sadly feel like moving to another service provider because this is ridiculous. I can't keep on checking subscriptions.
And vodacom has not been of much assistance to me.
Please can this matter be resolved urgently.
I would like to be credited with the airtime that was deducted.
And these subscriptions must not occur again because i am definitely not subscribing to anything.
I am very upset with this service.

Hello,
I opened a 24 months contract worth R79 a month in April 2015 for a tablet, airtime and 500 mg data and I made the last payment in May 2017 and immediately phoned the Vodacom Customer Care to inform them that I am closing the account.
However, in October 2017 they sent me messages that my account is in arrears for over R300, and they insist that they cannot find any evidence that I ever phoned them to cancel the contract, so they have been charging me after the 24 months contract have ended and they hold me liable to pay for those arrears. Currently they have suspended my other airtime contract on a different Vodacom number and it has been two months now that I can't make any calls.
So what I am requesting your assistance with is whether the Vodacom policy to hold the client liable for their charges after the contract has ended is legal and in compliance with the constitution because I feel it's completely unfair. Surely a big company like Vodacom should have their own internal mechanism that can be automated to alert them when each contract ends, and automatically stop providing the client with airtime or data and alert their accounts department to stop billing them. So why should it be the responsibility of the client to cancel the contract which the company themselves phoned to offer him in the first place?
Thank you advance for your kind assistance.
Samuel Seisa

Was sold a sim card for 105R plus 5G of data at Cape Town airport on 19.01.17
I was not informed the data was valid for one month only - have 4.5G left and it expires on Jan 17th.
This was an expensive purchase that I feel I was intentionally mis sold.
I have spoken to customer care with no luck - was told to report via website - Vodacom have removed all email contacts and any form of complaint procedure from their website.

I would like the remaining data to be allocated to my account next month free of charge.

Avoid buying sims at airports
Avoid Vodacom all together

Appalling service, no contacts and borderline criminal activity.

I have two accounts with vodacom on this numbers: [protected] and [protected] (which I took for my sister.)

With contract on [protected] I didn't know it was an open contract until I saw an invoice of over R3500. For a R39 data contract I ended up paying more than R3500. I queried and no consultant seemed to be willing to help or explain nicely. I wrote mails and I called and no help.

And I requested the contract to be changed from open contract but even today it was never changed, no consultant seems to be willing to change my contract.

Because I love Vodacom and I have forgotten about the I'll treatment I got. On 8 December 2017 I renewed my contract. And today when I checked my invoice R131 was deducted for vodacom live something that I didn't even subscribe to. And consultants are telling me I cannot get my money back they can only cancel it.

Now I want to cancel all my contracts and they are taking me from one consultant to another.

Surely vodacom doesn't protect its clients.

I have a Vodacom Top Up data contract. It is supposed to be R319 per month. Yesterday I saw that it was R1 744.72. It is now over R1 800. I phoned them and asked them why that is so. They said it is because I have an open. I argued and last night I checked my contract again. It clearly states that is a Top Up contract of R319 per month. Today, after numerous phone calls, I finally found out that my contract was changed to an open line at the end of last month. I also found out who the responsible person is. However, Vodacom either can't or won't give me the documation that I can use as proof. I am taking this person to court. Another issue I have is fraud. For months now there is fraudulent activities on my account and they don't sort it out. It is so frustrating dealing with them. I phone their customer care and then get reffered/transfered to another department and nobody helps. I am fed up.

22/12/2017
Complaint: Upgraded online end Nov 2017; billed for new device from 1 December but haven't received handset by 22 December.
Facts of the case:
1. I received an upgrade order confirmation email on 30 November 2017.
2. I have made 6 phone calls to various Vodacom service numbers (082 111, 082 1945, 082 1959, 082 17844) from 11 December to 20 December. I have not received a tracking number for any of the phone calls.
3. The agent taking the 5th phone call instructed me to send an email to [protected]@likeminds.co.za, which I did. Kendell, the agent who replied to my email, and I sent a few emails to and fro, and then the emails stopped.
4. I have left a "Please call me" message on the Vodacom website. No-one called me back.
Where do I go to speak to a competent agent who can arrange for:
a. Delivery of my handset and
b. Correction of overbilling for period which device was not in my possession.

I am submitting this complaint today 21/12/2017.
Yesterday between 6:36pm and 7:00pm I added r110 airtime to my existing r70, bringing my total airtime to r180.
I accessed the ussd *123# where I was offered 1gig for r29 to use for the weekend, leaving me with r151 airtime. I then got an sms to confirm that my 1gig of data was activated and would expire on the 21/12/2017. Why say it is valid for a weekend which is 48hours or 2 days, then notify that it will expire 6 hours later? Thieves!
And to add fuel to the fire, I check my airtime at 6am, and I am left with r20! Vodacom stole r131, and this while my phone was off! Thieves!
Keep in mind that my phone died so there is no way that there was any data used over night, until I charged my phone around 5:40am this morning.
You thieves better fix this matter now!

End of november my account had been converted to prepaid, after a few phone calls I found out that my account had been in the rears.
I went to the local vodacom store to make a payment and was told that the contract will be reactivated in 24 hrs.
A week later of the payment being made I could still not use my contract as it was still in prepaid.
I had contacted the legal department of vodacom and they assured me that all is up to date and the account will be reinstated.
Again a couple days later still no active contract.
I had to go to the local vodacom store in galleria again and they assisted me.
Now again, yesterday I received another sms stating my account has been converted to prepaid again.
What is going on vodacom? I have contacted the support number and they put me though to contracts.
The contracts department cant help me as they want to put me through to legal as my contract status is showing canceled.
Who authorized this?!?!?!?!?! And it has not been more that 2 weeks since the previous incident.
My account is up to date and I had not asked anyone to cancel!
This is now causing major stress as its a setback at work.
I want this resolved and compensated for as no one contacted me in any form for any authorization on the above.
This is pathetic vodacom.
How can you run a business like this?

Yesterday, 19 Dec 2017, Vodacom cut my phone as they claim that I owe them R23 727.00 of which R18 000 odd is for data. I have been a loyal Vodacom client and am on the premium package for R2000 a month with unlimited calls and 5G data per month. There was no extra usage on my side. This happened to me last year as well over the Xmas period when Vodacom charged me R16 000 for apparent data usage. I contacted the The Complaints Commision and the fees were reversed.
I feel such anger towards Vodacom as they leave their clients without communication over the Xmas period.
This is truly appalling!

On the 24.11.2017 I did an online upgrade for my two contract phones, the 1st one was a sony xperia premium and the other one was a sumsang J5.The very same day I received two confirmation with two different reference numbers from vodacom between 4:57 and 5:06, then on the 01.12.2017 I received an email from to confirm that they have received my order but to my surprise I only received one phone the Sony experia. After numerous phone calls to the Vodacom online cal centre was able to get through on the 06.12.2017 spoke to Nicotine and asked her about the other phone which I have a confirmation and she told me that the other doer was to say a consultant will phone me yet no one phone so she did another other for me for the same phone for the same cost which was R99 the week past without anything from vodacom, on the 13.12.2017 I phoned again my call was answered at around 16:54 and I was told that my doer is on the way I will get it before the end of the week.Today I phone again in the morning 8:11 and spoke to Sharon who then transferred me to Nicotine and she remembered me and my order but acceding to her Ram phoned me once on the 12.12.2017 to confirm my order but I didn't receive any miss call from the number I don't know while I have 3 contract phones with vodacom, and so my order was returned to vodacom and the deal was cancelled but when I asked her why wasn't I told on the 13.12.2017 when I phoned she said(nucleon) maybe the agent who answered my call wanted me off her back and I asked her is that the way vodacom is treating its clients she couldn't answer, when I asked to speak to a manager was told that all the managers and supervisor are already close they will be back on the 08.01.2018

i have called the call centre 29 november 2017 regarding my details they sent to itc that i am owing them money and about the refund they need to send to my account till today no one is able to assist they all run away and cut their calls when im making a call, these people are getting paid to assist people but they have no idea how their process works, service level if they have a query that is been sitting there for almost a month nobody worries about it i hate vodacom i will never use them again its a pity my name is still on ict and i never received my money, proof of payment was sent thousand times but they wont give me my money

I called to cancel my contract on Friday 13/10/2017. I spoke with Tabisa at 10h50 and she offered me a deal to match that which I was moving to with MTN. She committed an extra 2GB of data per month (to be activated November) free on Smart S+ as well as the 10GB once off. This was all offered at an amount of R559 per month.

I agreed to renew the contract on those terms. This is however not happening and I only receive the 500MB.

I called to query my account (12/12/2017) and it has not been adjusted, ref number [protected].

I am now seeking legal advice as I refuse to pay any more money to Vodacom.

Hi

I have been trying to get this resolved from August 2016. I requested fro a premature cancellation on all policies, once receiving the quotes. I made full payment and sent it to the relevant department for allocation.

I am now getting numerous phone calls and communications to pay an outstanding amount.

I have called customers services and was put through various departments, I even went to the Walk In Centre in Midrand.

I am still in the same situation, my account no is I0572458-5

Any help will be appreciated
Pam