Vodacom
reviews and complaints

I am trying for 4 days know (since 27 January 2017) to get somebody at Vodacom to assist me with two technical queries. I want to set-up a VPN between 2 laptops.

The queries are:
1. What is the IP address of one of their DNS servers, so that I can use it to finalise a static IP address set-up on one of the laptops, being the Server.
2. I want them to unblock some ports (443 - SSTP service, 1723 PPTP service and 5100 - for Private use) as its shows, using the SHIELDSUP application, that my ISP is blocking all my ports on both computers. I do have e-mail and Internet services, seeing that they use ports 110 and 80 respectively. Otherwise all other traffic from outside my laptops are blocked.

I have done a full set-up for the VPN and only need these two queries to be resolved. Firewalls and anti-virus software were switched off temporarily on both my laptops, to make sure that I am not blocking any traffic.

I have spoken to nearly 10 consultants. Nobody knew what I was talking about and in most of the cases they put the phone down, after I have held-on for more than 10 minutes each time to get through.

The one consultant even shouted at me that Vodacom is not my ISP.

In one case I spoke to a Team Leader, but the same happened. She did not know what I was talking about and tried to convince met that it is my device, after showing very little knowledge of the subject. Then she wanted to speak to my wife, seeing that the Routers is registered in her name. That is where I decided that I need to lodge a complaint.

This is most frustrating, as I am dependent on them to set-up a VPN.

good day

Please note u had signed up for a 5gig modem, it was delivered to me in December 2016 and I was not happy with the product I called Vodacom and returned the product within 10 days

I have asked them to cancel this on their side but I was still debited at the end of December 2016. to date I have not been refunded for this

It amounts to a sum of R219

I have called in to enquire about my refund and was advised that it is reflecting prepaid so it has been cancelled but no one can help me in finding out when I will be refunded

I do not have the cellphone number as I returned the product immediately

PLEASE SEE EMAIL BELOW WITH THE REFERENCE NO
Hello DHINESHA NAIR,

The Vodacom deal you ordered online has been confirmed and will be delivered to you soon (see details below).

Order number: Y2046990

Your order details:

Product Quantity
Next Day Delivery Service 1
Top Dog Educational Voucher - R10 000 1
V C 64k DUO RP 1
Huawei R207 Router 1
TERMS & CONDITIONS A5 ENVELOPE 1

Your order number can be used to track the status of your delivery with RAM Hand-to-Hand couriers. Paste the order number into the ?Track and Trace? field on the RAM website: www.ramgroup.co.za.
We offer FREE NEXT-DAY delivery on orders confirmed before 12pm (subject to availability).
Online orders will be delivered during BUSINESS HOURS, Mondays to Fridays between 8am and 5pm.
Please make sure that you have entered the correct home or work address where you want your device delivered to.

Your delivery details: FOURWAYS BUSINESS CENTRE
WILLIAM NICOL DRIVE
FOURWAYS SANDTON
Gauteng
2191

During December 2016 Vodacom attempted to take an amount of R4 100.00 from my account through a debot order. The debot order returned as my vodacom account is usually no more than R1 200.00. At this point i had not yet received my invoice in respect of the amount of R4 100.00. I logged a query in respect of my account for December 2016 and disputed the amount charged for the data usage and immediately paid the undisputed amount as advised by Vodacom's customer care that i would have to pay. The reference number in respect of the query logged is: 1- ********** 406771 and was logged on 7 January 2017.

Thereafter I received the e-mail informing me that as a “once-off” gesture the outstanding amount of R2024.29 will be credited to my account.

In the meantime Vodacom proceeded to suspend my service due to the “arrears” on my account. I have been trying for the past two days to rectify this situation and have my account unblocked but with no success.

After speaking to almost 20 different people in various departments, the accounts department has informed me that they do not see the Credit Note for the abovementioned amount on their system and, as such, they are unable to assist me. The solutions team were equally unable to assist me.

I once again requested that Vodacom furnish me with the account for December, which turned out to be an amount for aproximately R3700.00 - it is baffling why they then attempted to withdraw an amount of R4100.00 from my account. Be that as it may, and after being on the phone for over an hour trying to sort the matter out, i was again informed that even with the credit note, i still have to pay a further amount

I have now been sitting without the use of my service for two days due to no fault of my own. I was not notified that Vodacom intends to suspend my service due to arrears on my account, which in any event is not the case as a credit note has been issued.

I will most certainly be reporting this incident to the ombudsman as well

On the morning of 12 January 2017 I realised that 600 MB on data disappeared overnight. I reported this Vodacom and I was told it would take 72 hrs to resolve. I received the following message on the 16th:

'Your query has been escalated to a support specialist. Your ref number is:[protected]'.
I've in the past three weeks called Vodacom's call centre four times and no one has a clue what is happening to my complaint. Till today I still haven't received any feedback from vodacom. I'm so frustrated.

I have been attempting (unsuccesfully) to upgrade my contract with Vodacom, and i have never come across an industry where a monopoly such as they have in the industry has caused service levels to drop to what they have. When you do manage to speak to somebody, they are arrogant beyond words. however most of teh time you cannot get somebody to call you back. They also mislead you- they quote you online one price for a deal, then quote a different price when you try and secure the deal.

I have also been with Vodacom for many years. As I travel in and out of South Africa. I travel in and out of South Africa a lot and when I was home last I was contacted by Vodacom asking if I wanted an upgrade. I agreed to an upgrade providing they could deliver the new phone during the time I was here. Time went by and I had to leave. Upon returning to South Africa I have discovered that my cheque account is being debited for the new upgrade which I never got and no longer want! I have tried calling 082111 numerous times either to be disconnected or put on hold. I have requested many times on line that some one call me so we can clear this up. I am now going to cancel the debit order at my bank and discontinue using Vodacom. I am frustrated and annoyed that they just went ahead are charging me for the upgrade. I made it quite clear that I was only in South Africa for a short while and they guaranteed me they would deliver in plenty of time. Well it never happened. I am finished with Vodacom now !

Why is it that a massive company has an admin staff with the efficiency of toddlers?

My account was suspended. The reason for this is because after multiple requests, Vodacom simply ignored me and continued to use whatever day they pleased for my debit order. This is not my actual complait as i understand that ensuring that incapable companies take their money is my responsiblity.

My Complait is the fact that i paid this account, including the "late payment" fees on Tuesday 24 January 2016. It is now Thursday. I have sent the Proof of payment through twice and spoken to 3 consultants who all assured me my line would be unlocked shortly. Atter loosing my temper i now spoke to a supervisior. Who has now informed me that my account will only be unlocked "sometime next week"

I will be going to my nearest vodashop over the weekend a cancelling my contract.

I'm seriously very upset with vodacom I have been a vodacom customer all my life with never really big problems but since I took out two contracts a few months ago their overcharging me on my instalment, taking my airtime for no reason and now because I had a problem with my debit order not going off on the 1st of January their charging me extra even after they sended me a message saying I must pay my account to avoid any extra charges while they already added extra charges. Their seriously lying to their customers and must know that I'm changing my network and will advice anyone and everybody I know and come across to change their network
Thank you
Mitzi Keyter

In November I upgraded my contract that I've had for over 15 yrs to a top up contract. Its over 2 months and Vodacom service has been pathetic. i've made several calls and i hear the same story, "There's an error on the system". The call center agents are rude and dont know how to handle calls. The legal department just drops the calls after a few calls to them. Service from Vodacom is shocking, no wonder clients have moved to other service providers. I will definitely not upgrade again.

Taken out a contract with 2 phones ... one for me and the other for my son. Took the option off taking out insurance on both phones and this has been deducted with the monthly debit order. When the one phone got damaged in May 2016 we took it in to the Vodacom shop in Richardsbay shopping centre (Board walk) where we purchased it. They booked the phone in and told us it might take up to 3 weeks because the phone goes to the repair centre in Umhlangha. After about 4 weeks I went back to the store to query on when will we get the phone back. They then realise that the phone has been lying in the store ... not fixed because I have to sign a form from the insurance to pay the excess of R150. I asked them why no one has contacted me because I would have gone in to sign it because I really need the phone for my son that is only 16 and travels back and fort every day from Mtunzini to his school in Richardsbay . They booked the phone in again under Job number [protected] and gave me the Managers number for the repair centre (Malcom- [protected]) NO ONE contacted me again and the whole "run around" was repeated again where I had to go in and query about how far they are with the phone and since then they keep on giving us the run around. In Nov last year I just gave up and went to another shop in the same complex for help where a very nice young man (Ty de Eager) tried to help me but he couldn't get any joy out of them either. He contacted one of their consultants and requested a copy of the contract and she said she will have it the next day ... when he enquired about it the next day he also got the run around with excuses like she printed it but don't know where she put it. After this I went in myself to the store and got the excuse that she is not at work whereby I insisted to speak to their manager. He promised me he will resolve this and refused to give me the shop owners number. I had to go back again because he didn't contact us and now he is giving me the run around. One of the girls in the store send him an e-mail from her computer in the store to contact me and this still hasn't happen! If I cant get this resolved I'm thinking of going to the media because this type of behaviour by Vodacom has to be exposed because they just do what they want and are stepping on the actual people keeping them in business. My contact details - Susan [protected]

I've already sumbitted a complaint regarding this... This is merely an update on the situation.

I finally received the nano sim for my new device and did the sim swop, so my new device is now finally working, after 1.5 weeks of being on the phone everyday, multiple times with vodacom...
But! Now my data isn't working and now I have to pay extra just to see who of my own saved contacts are calling me (Otherwise everything comes through as "unknown") , and to top it all off i've been charged the "activation fee" twice within 2 days, first for the new number that I never wanted (Because when I did the application I specifically requested, more than once, to keep my old number) and then again for my old number after the contract was migrated onto it...

So as you can imagine i'm thoroughly fed up with vodacom, in particular their telephonic sales services.
This is possibly the most infuriating last two weeks that I have had. I have had to spend so much of my time trying to sort this out, and when one is working full time you don't have the luxury of having all the time in the world to be on the phone to fix mistakes other people have made.

I really expected better from vodacom.

Good day

I'm not happy today with your service. My question to vodacom is what is the meaning of night owl data? Isn't it supposed to be from 12 at night until 6 the following morning? I updated my tablet just after 4 this morning and what happen? Vodacom charge me r498.73 for out of data bundle even that I have 1.24 gb left on night owl. How in the hell is this working or is it just another scheme to get more money out of your clients? Please explain that to me!
And another thing is I try to buy data during the day and I get a message no products available. What is going on with vodacom service?

Your response will be highly apreciated

Regards

H kruger

I have been using the number [protected] since 2002 by Vodacom and had contracts since but in 2015 April my husband paid Vodacom outstanding balance and asked to place the sim on prepaid.we purchased new Sims and had been using the number on prepaid since then until November when the line was then off the network for charges for August but if on prepaid what charges am I liable for.the contract was long ended but the service of Vodacom stink.no there's no words for how bad there service is gone. In Jan 3rd while on holiday I visited the Vodacom Store in nelspruit only to wait and the consultant recorded a complaint and enquire till this day the 26th on Jan a month later I didn't even get a call back for Vodacom as I loyal customer for so many years this is the thanks I get.
Clearly dissatisfied

Hi
Can you please assist in lodging a complaint for me?

On the 7th October 2016 at approximately 15:45 I requested Vodacom Chatz Connect shop 8, Festival Mall Kempton park the upgrading of my telephone contract. I was served by “AK” who brought 2 phones in boxes to the counter. I was made to sign a contract and requested to pay R255.I did not have enough cash and proceeded to the ATM situated approximately 200 meters away from the shop to make a withdrawal. On my return to the shop I found the consultant busy with another client and waited for my turn. I then proceeded to the counter and made the payment required and was issued a receipt. I was then given 2 telephones and a starter pack as per the contract agreement which I took in good faith and trust as they were not checked for discrepancies. Reaching home I inserted the new starter pack in a black Samsung phone and dialed my old number in order to identify my new number. At this stage I was not aware of the crack which became visible after removing the plastic protector on the face of the phone.

On the 8th of October 2016 around 10 o’clock I went back to the store to inform them that one phone was broken (cracked screen). I did not get any satisfaction from the store as an argument between myself and the consultant arose due to what I had informed him. He also acknowledged that the phones were not checked on the 7th in front of his colleagues, customers and my wife. He then blamed me for not checking the phones in store which I replied it was his responsibility to give me phones in a good condition. He then advised that the phones must be booked in for investigation and will feedback in 14 days. I felt unfairly treated and requested new phone identical to what was issued, he then advised it’s not possible therefor I requested that the upgrade is reversed so that I can cancel the contract with Vodacom and go to another service provider.At the store, I was advised that the upgrade cannot be reversed meaning I have to keep the phones for 2 years. This is the first time I have received such dismal service after using the contract for more than 20 years. I am a pensioner who runs a farm in Limpopo and was in JHB to attend a farming equipment auction and now I have been inconvenienced by Vodacom as I can’t return to Limpopo with a phone which I wanted to use in my business. I returned both phones to the store and left them there.

Since the issue occurred I have had no joy from the store and all the escalations I have attempted, I have been charged monthly for items that are not even in my possession.

Please assist in terminating all my accounts with Vodacom and allow me to take my business elsewhere.

My contract number is [protected]

Full names LJ Mogale

Regards

LJ Mogale

Buy mundo contacted me in October to sell me Huawei router R216 at R199 pm for 5 GB. I accepted on condition that I could return it. They were going to initiate a debit order. No debit order was initiated and no invoices sent to my email address kimdespy @yahoo.com

I had endless problems trying to connect and Vodacom staff at canal walk tried to assist but without success.

I have existing contract 2 GB Wi-Fi router at R119, 00 pm. This contact was entered in person at Vodacom canal walk and Account paid every month. I topped up with 2 GB on 23 January but could not access my 2 GB Wi-Fi as I have been told that my account has been blocked I1468926. This is not compliant with good consumer ethics or practice.

I am further advised that the buy Mondo Huawei contract is in arrears with.R696 where are the invoices and why did the debit order not go off as discussed telephonically? I do not wish to continue with this faulty Huawei router and want to cancel this contract as a result of poor customer relations and poor communication on part of buY Mondo and Vodacom effective 1 Feb 2017 and wish to return this faulty Huawei router.

It is shockingly inappropriate from Vodacom not to follow up telepsonically or via email where the debit order not implemented and where the collection's department places my account in arrears.

Kindly contact me on [protected] or [protected]@yahoo.com so that this matter can be looked into and amicably resolved

Regards Kim Despy

We have small farm in the Groot Marico area of North West Province. We are located 8 km in a direct line but are receiving our signal from a tower located 9 km to the west of our location. We have an acceptable signal strengthin the early morning (say 05:30) but from around 07:00 the signal strength deteriorates to zero. This has nothing to do with the signal per se but is indicative of inadequate bandwidth availability for the user population of the area. Every time I complain to Vodacom Customer Services I am given the same story about signal disruption due to atmospheric conditions which is rubbish. Vodacom need to start treating customers with some acceptance that we are not all completely technically challenged. They are overselling available bandwidth and that is plain dishonesty.

I receive a monthly allocated airtime of R200 as per my contract. The month of January this was not allocated to me, I called Vodacom customer service several times and to date still have not received my airtime or any feedback on why this was not paid. I call a week ago and they said they see it was not allocated but there is a back log and they will get back to me, To date not even a single follow up. I called twice, still no feedback. This is a total inconvenience as this whole month I ended up paying for my own airtime, This is an unplanned expense.

I have been a loyal Vodacom customer for over 15 years and it is so sad to experience such poor customer service, Vodacom your standards have dropped.

Don't know if I will ever get feedback or my airtime, we almost going to a new month.

Disappointed !

I've waited 24 hours to recieve my data bundles I won.

250 MB and also 75 MB
I didn't recieve it.

Please fix this or something.
I'm starting to regret joining Vodacom.
I actually need the data because the prices are so much higher than they used to be.

Is this play every day just a hoax or something? Because I might just move to MTN who has better services.

I have recently upgraded to a new contract, (G connect wifi Tarrif My gig 3 for R219 per Month - cell no: [protected]) althoug the first invoice made out was correct (Invoice B690778615) the second one which I have recieved for January is R3, 436.56 ( Invoice - B698776592). I have loged a call with Vodacom on Thursday 19/01/2016 but still nobody has came back to me with this request. I had to phone 4 times to follow up and NOBODY can tell me what it's for, the reference number is S4-NAJ36-6X8W2. I spoke to a consultant at Vodacom to block the contract till this issue is resolved, but this contract cannot be blocked due to the contract behing faulty? I am requesting to cancell this contract Immediately and having a credit or dispute sent to me for the balance of R3, 436.56 for I have not agreed to have an open line contract. I am extremely unhappy with this service because after requesting a block on the account, I am still being billed unfairly since I stopped using this wifi on Thursday 19/01/2017. There will not be enough money in my bank account for the debit to go through for the total amount, only the amount I have agreed apon of R219.00. I am going to go the Consumer Protecting Act if this is not being resoveld within the next week. Please will you assist me as soon as possible. Thank you. Inekhe

ON 24/1/2017 at 15h15 I received an sms from Orbit Cellular S 7690 operating the Vodacom shop in Lifestyl Cente Kloof Street Garden informing me a new line is being added to my account. I immediately phoned and the lady who answerd said yes my daughter is there. I told her my daughter is not in Cape Town. Next thing the same lady spoke to me in another voice pretending to be somebody else..she then put the phone down. I phoned back and informed the lady to arrest the suspect as Im on my way there.
Whe I arrived at the store i was told by the manager that she is not a security gaurd and cant arrest people. The application was done with my Jan 2017 Vodacom bill ( something I have not even received yet). The appliation was done by a staff member Ralph Burgers ref [protected]. This person is not working in that store for a long time already.
There is video footage in the store that will proof the incident.. Lets see if your fraud departmnet will be doning something.. This is only the 6th fraud case on my account in the past 24 months!
I like the fraud departmnet to review the video to see that there never was a person who applied for the account and that this is an inside fraud!