Vodacom
reviews and complaints

Around the 15th February I called Vodacom enquiring about an upgrade, what was available and a package that is affordable to me. I was given all options and because I needed to verify a number for one of my accounts which I needed to cancel we agreed that she will call me the next morning. The next day we had a conversation and agreed on an upgrade which phone (Samsung S7 Edge), which package, all the terms and we even agreed on which number I was cancelling from my numerous contracts with Vodacom. I was promised delivery within 3 or 4 working days. 3 weeks later there was no delivery so on the 2/03/17 I called and spoke to Yvonne who informed me that there was no upgrade for me on the system. It shows an order that was cancelled. I then requested to speak to a line manager who informed me the same. In short I had to start the entire process afresh, infact even the number I requested cancelled was not cancelled. I continued with the upgrade process and yesterday 08/03/17 the phone was delivered. Since I was out of office the nominated person signed for the package. This morning 09/03/17 after opening the box I realised I have received an iPhone and not an Samsung. I called Vodacom again to report this and was assisted by the most uncaring gentlemen named Igless who did not care whatsoever that I have been inconvenienced by this mistake. Who offered no apology for the mistake and the fact that I have to wait for more days till my actual order is sorted was the least of his concerns.
I am extremely annoyed by the service and find that Vodacom is disrespectful to their customers and have no TCF (treating customers fairly) or ability to. You will surely lose me as a customer and look for a provider that respects me

Debit order coming off my account, which then I paid the balance as I had received and sms stating they will not debit my account. I want all that money returned immediately with my bank charges that I have in cured. See below sms. Vodacom :) Life is hectic so just a reminder that R6329.37 is due today as per your arrangement. Please ensure that funds are available if arranged via debit order.Dear Vodacom Customer, your debit has been removed due to multiple unsuccessful payments. Please call Vodacom on 082111 to set up a new debit order this was sent on Tuesday 7/03/2017.

So pay immediately back into my account with charges.

Call me immediately, and email the confirmation of payment.
Ursula

My name is Nomgqibelo Mthombeni, I have been a contract customer of vodacom since 2008 with this contract no [protected]; I have received a call on the 16th of February 2017 to upgrade to a Lenovo ideapad laptop; I have been waiting since that day. I have contacted vodacom sales on this number [protected] for the past 2 days and I have spoken to Lucy, Thabo and Daniel they all responded the same that they will get back to me with no success. can i cancel my order with vodacom since there are no answers on my enquiry.

Please help! My nedbank account was debited a double payment on 7 jan 2017... After countless calls.. And shifted from pillar to post... Nothing.! But wasted time... Nothing..! Has been done to rectify/pass a simple credit back into my banking account... The call centre reassures the client that an email will be sent... I have been told this 9 times... I am certain after they hang up... It's cheers buddy.. Until u call again... I managed to get a ref no [protected] from a helpful lady.. Ms patricia pule.. And she did call me back... But also came to nothing but wishful thinking!... I am now ignored!.. What now? Thank u mrs e moore [protected]

On the 27th of January 2017 I sent my phone in to the Vodashop in Mayville Mall, Pretoria. The charging port needed to be fixed and the phone was freezing. After the consultant assured me that the phone will be ready for collection within 2 weeks, I went to the shop again only to find that I have another screen colour on my phone and the phone was still freezing. When asking the consultant what happened he replied by saying that they broke my screen to get into my phone. I gave the phone back to him to fix the problem of the freezing screen and to get me my original phone colour back. I have now been to the shop for more times than I can count to get my phone back and every time I get it back the screen still freezes and the colour is still not original. Two weeks ago I started to phone again to get my phone back and the consultant is now running out of excuses as to why my phone is still not ready. This is now almost 2 months that I am battling and not having a cellphone is affecting my personal business now. Please urgently pay attention to this complaint.

I have was out of the country from the 2nd of Feb to the 2nd of March 2017, During this time someone did a fraudulent sim swap on my Vodacom account through your call center and managed to rack up an account of R314000 on my number. This in my opinion is a breach in your security system.

Vodacom then proceeded in suspending my account.

When I returned to SA on the 2nd of March I found that my account was not active and I could no longer use my phone.

As this phone is used for business purposes I need it to work as I could be losing valuable business opportunities. I have just started a new business and I can't afford to be losing any money.

As instructed by your call center (after 1 and a half hours on my wife’s phone) I went to the Vodashop at Centurion mall with my ID document to try and get my number active. After 2 hours of trying to help me I was told by the manager there that they can’t do anything for me. I then proceeded to go to the Vodashop at [protected]@reds and spent another 2 hours there after which they instructed me to go to Vodaworld. On Saturday morning I went to Vodaworld client care center and spent 3 hours there with on success. I was instructed to come back on Monday as some of the people required to assist in resolving the matter did not work on weekends.

On Monday morning I went back to Vodaworld as instructed by your Floor supervisor in the shop. I spent 5 hours in that shop with one of your representatives who could not manage to get the issue resolved. I then went and spoke to one Mr. Thato Chuene (Tech supervisor). He gave me a temporary sim card with some airtime and told me that he would contact me on Tuesday and that the issue would be resolved. On Thursday at around 13:00 I contacted Mr. Thato Chuene on the contact number he provided me with. He stated that the issue had been resolved and that I should put the new sim card in the phone and it would work. I tried this and it did not work at all. I called Mr. Thato Chuene back and told him that it was not working and he stated that he would check and call me right back. After about 2 hours I called Mr. Thato Chene back on the same number but he refused to answer his phone and after a couple of calls he turned his phone off. I Tried to call him 48 times with no success. This is by far the worst customer service I have ever heard of in my life and I believe that it tarnishes Vodacoms reputation even further.

I have now been without my business phone number that has been used in an advertising campaign for over 6 days. Just imagine how much business I have lost in this time.

Even if my phone comes back on I will never be able to recuperate the losses.

Today 08 March 2017 Vodacom contacted me all excited to inform me that my account is active again. it lasted for about 20 min and then the new sim card was blocked again.


I visited the Vodacom Store on Tue 7 March in Northgate Shopping Centre (the BIG Vodacom store - not the small Vodacom Chatz Store) and requested a SIM swop. I was first seen by Elton Dube and then I was sent to Lydia Makawe who is the IT Technician who had to actually complete the SIM swop. I was told my SIM would be activated immediately in store as it was not a lost or stolen SIM but merely as swop to a larger sized SIM card for a different phone. When I got home, I was unable to use my new SIM card. in the new phone. I called the store and complained, and was advised that I should wait a maximum of 24 hours for activation. I tested the phone this morning Wed 08 March and it was still not working - the SIM was still not qactive on any network. I then called Vodacom customer care and they advised me that the SIM swop had been done on the incorrect number - it was done on the data card number that was linked to my main cellphone number and NOT my correct cellphone number that I had given to the Northgate Branch when filling out the paperwork. I then got my assistant, Denise, to call the store to request assistance and as I sat and listened to the conversations, I was appalled at the rude and arrogant behaviour of the Store Manager, Werner. Werner refused to accept responsibility for the error on behalf of the store, he did not give any solutions to fix the problem and whne denise complained and said that the staff are incompetent - he accused her of being a racist? This is completely unacceptable from a professional point of view and as Werner was representing the Vodacom brand at the time - I find that calling someone a racist is defamation of character and unconstitutional.

My debit order did not go off on 01 Feb, I changed my debit order to the 7th.On the 7th they tried to debit again. I changed my debit order for the next month not feb. My phone was locked and I made a cash payment in store and my service was connected. My debit order went off this month but for R1132.00. How is that possible when my normal payment is usually R430. Subscriber collections are not giving me the right answers and when I asked this morning to give me someone higher to talk to the phone was put down in my ear. I want my money refunded. If you make a hello peter complaint, vodacom does not even bother to phone back. I dote matter to Vodacom but they want money every month.

I am extremely unhappy with Vodacom. I've communicated with Vodacom on various occasions.

1. Please see email below. I was informed that credit would be passed for the month of January for cell nr [protected]. No Credit was passed.
2. In Jan I was billed for -
(a) [protected] – R1031, 33 (Which Vodacom Confirmed they have Cancelled and would pass credit for January 2017 as I requested on 2 occasion in December that the nr must go over to pay as you go as soon as it reached the contract period on the ?22nd of December 2016) NO CREDIT WAS PASSED!
(b) [protected] – R1166.27 (A number unknown to me but Vodacom indicated that it was a ghost account created also for [protected], meaning I was charged twice for nr [protected], which Vodacom indicated they will pass credit for the month of January 2017 as I did request in Dec that the contract must go to pay as you go from end December 2016)
(a) [protected] – All other numbers out of contract were cancelled – please provide info on this contract

3. In February I was billed for-
(a) [protected] – R1033-73 (A number unknown to me)
(b) [protected] – R29-46 Agree - Was a early settlement amount paid
(c) [protected] – R1008-50 (A number unknown to me but Vodacom indicated that it was a ghost account created also for [protected], meaning Vodacom did not cancel contract as indicated in the email below and as per my request in Dec 2016 that the contract must go to pay as you go from end December 2016)
(b) [protected] – All other numbers out of contract were cancelled – please provide info on this contract

4. In March I was billed for
(c) [protected] (A number unknown to me but Vodacom indicated that it was a ghost account created also for [protected], meaning Vodacom did not cancel contract as indicated in the email below and as per my request in Dec 2016 that the contract must go to pay as you go from end December 2016. Vodacom continues billing me for a out of contract number which was cancelled)
(d) [protected] – All other numbers out of contract were cancelled – please provide info on this contract

I spoke to a gentleman this morning on 082 111, unfortunately I did not get his name. When he did not have answers, he disconnected the call after 18 minutes. I rated his service as a ‘0’ (ZERO). There was no attempt to call me back.

I then phoned 082 1946 and spoke to Emelio who indicated after 11 minutes that he could not assist and I have to speak to Upgrades

I then spoke to Sello on 082 1959 who confirmed that the [protected] was a ghost account created for [protected]. After 24 minutes I requested that he should call me back as he would look into the account. I am still awaiting his feed back.

According my own calculations, I am of the view that my account must be credited with the following:

Jan 2017 Bill [protected] – R1031, 33
[protected] – R1166.27
[protected] – R161-60
Jan 2017 Credit R2359, 20

Feb 2017 Bill [protected] – R1033-73
[protected] – R1008-50
[protected] – R161-60
Feb 2017 Credit R2203-83

March 2017 Bill [protected] – R1008-50
[protected] – R161-60
March 2017 Credit R1170-10

According to my Bill I need to make a payment of R5045-93
Less the Amounts incorrectly Invoiced R5733-13
Amount due to Vodacom –R687, 20

From the calculations above, I am actually in credit with R687, 20

For the last 3 months matters were escalated but I have had no response!
Please advise as a matter of urgency

Previous email correspondence confirming credit will be passed:
From: Retentions.[protected]@vodacom.co.za [mailto:Retentions.[protected]@vodacom.co.za]
Sent: Wednesday, 01 February 2017 12:41 PM
To: Deidre Carter COPE
Subject: RE: EC-0BDE-327EKF FW: Emailing: Vodacom Cancelation Quote [protected] and [protected] ref 623116

Good day
Please note that cancellation has been processed on [protected] and we will be cancelling the [protected] and passing credit for January.

regards
retentions back office

-----Original Message-----
From: Deidre Carter COPE
Sent: Mon Jan 30 18:48:19 GMT+0200 2017
To: Retentions.[protected]@vodacom.co.za [protected]@vodacom.co.za
Cc: [protected]@copesa.org.za
Subject: FW: Emailing: Vodacom Cancelation Quote [protected] and [protected] ref 623116

To Whom it may Concern

Attached hereto please find the settlement amount for contract [protected].
I request the number become available as a pay as you go at the end of
January 2017.

The service received from Vodacom was appalling and I will be porting this
number to Cell C as well.

You will note that I requested a refund for the January billing on 082 831
9168 as Vodacom ignored my request to cancel this contract even after it was
out of Contract in December 2016. After I called in during January to
enquire why it was not cancelled, the matter was escalated but NO ONE ever
contacted me back. This was the 3rd escalation in 3 months that were never
resolved

Your urgent attention is required and please note that no further amounts
will be paid on costs incurred due to bad administration at Vodacom

Yours Sincerely

Deidre Carter

Cc: '[protected]@copesa.org.za' ;
'[protected]@vodacom.co.za'
Subject: Emailing: Vodacom Cancelation Quote [protected] and [protected]
Importance: High

Attached hereto please find the signed Cancellation Quote for [protected]
and a copy of my ID. Please add and debit my bank account with the rest of
my payments.

Further please ensure that my [protected] number goes onto pay as you go at
the end of this month as discussed telephonically.

Thank you and Kind Regards

Deidre Carter

Checked in my I phone [protected])at vodacom Somerset Mall repairs, phone was not charging.9 Late December) Said the phone had to go to joburg, never left the shop. Fixed in store thru insurance. Fitted a faulty screen & was returned again . Was fixed with new screen, 2 weeks later phone heating up and screen cracked from this. Obviously Battery and other issues which was the original problem . Have taken the phone into Vodacom Helderberg, 3 weeks ago and absolutely useless, no one could trace the phone. I have been back 4 times and this morning, i refused to leave before they sorted it out. The Manager finally found the phone in there shop. It is now on the Way to Joburg. This Phone should never have been repaired, it should have gone to Joburg and been changed out for a new one after i paid the Excess. This phone needs to be replaced with a New phone ! Plenty more terrible facts, not enough room on Page!

Op 7 Desember 2016, het ons 'n kontrak geteken by Chatz Sinoville vir 'n Samsung Tab A6 by 'n verkoopsman genaamd Ricardo.

Ricardo het die toestel oopgemaak en die sim in die tablet geplaas, waarna by gesê het dat die sim binne 24 uur geaktiveer sal wees. Na 24 uur was daar nog geen teken van Vodacomsein nie, waarna ek Ricardo gebel het en by my verseker het dit sal na nog 12 uur reg wees. Dit het egter nie gebeur nie.

Ek het Vodacom-inbelsentrum geskakel. Hulle het my verseker die sim is geaktiveer, maar steeds het die simkaart geen sein gewys nie.

Ek het Ricardo weer geskakel. Hy het gesê ek moet inkom met die tablet, waar hy 4 ure daarmee besig was.

Ricardo het my verseker die sim sal die volgende dag reg wees. Dit het egter nie gebeur nie. Ek is toe weer terug na Chatz Sinoville toe op 10 Desember 2016, waarna Ricardo die toestel teruggeteken het met verwysingnommer 027976. Die "dealer Id" is 32850. Hy het ons verseker ons sal binne 'n week weet wat is wat. Na twee weke het ons nog steeds niks gehoor nie, waarna ek Ricardo opdrag gegee het om die kontrak te kanselleer, aangesien hy nie by die kontrakreëls gehou het nie. Vodacom Chatz Sinoville kon ons ook nie 'n ander tablet gee nie.

Op 5 Januarie 2017 her Ricardo n SMS gestuur en gesê ek moet die tablet kom afhaal, hy is reggemaak. Ek het hom geskakel en gesê ek stel nie belang in 'n reggemaakte toestel nie en hy het toe vir my gesê sy baas sal die R200 herstelkoste betaal na ek geweier het om enige geld te betaal.

Ek het verskeie kere Vodacom-inbelsentrum geskakel vanaf [protected] met die verwysingnommer [protected]. Ek het Vodacom seker al 70 keer geskakel waarna allerhande stories aan my opgedis is, wat sou gebeur. Maar niks gebeur nie.

Ek het vandag die laaste keer gebel. Ek het Vodacom toe verseker ek gaan betalings ten opsigte van genoemde tablet stop. Ek het alreeds vir 'n tablet en data betaal wat ek nie het nie en Vodacom doen niks aan die saak nie. Vodacom lewer absoluut geen diens nie.

Ek vertrou dat ek nou terugvoer gaan kry en dat die saak opgelos gaan word.

Tihanie Pansegrauw van Vodacom Customer Service het op hierdie e-pos geantwoord, maar niks het tot dusver gebeur nie. Ek voel Chatz Vodacom Sinoville trek nie die geld van my bankrekening af nie, maar wel Vodacom en daarom voel ek dis onregverdig om geld te verhaal vir 'n produk wat ons glad nie eers het nie.

Enige terugvoer in hierdie verband sal opreg waardeer word.

Baie dankie

Deon Joubert
[protected]
[protected]

Good day trust you are well.
I would like to make use of this opportunity to enquire as to when will our town Welgedacht in Springs, Gauteng Province receive 3G/4G signal?

We struggling with signal at Welgedacht, please if u have to install aerial plz do so cause its so frustrating knowing that we struggle with signal.

Ivy Mbokane
[protected]
95 Tenth Avenue
Welgedacht
Springs

Dear Vodacom,

I have put up with this particular little problem for longer than I care to say - almost since I got my contract however many years ago (almost 10).

Whenever I call the call centre I am refused service because your call centre agents do not believe that I am the actual account holder. Most of the time I can brush this off - but today 3 of your call centre agents insulted me by INSISTING that I call the actual account holder despite the fact that this is in fact ME!

I can answer ALL the security questions you have ever bothered to ask, and yet you insist on calling me ma'am - even after I repeatedly tell you that I am a sir. The fact that my voice sounds like a woman's on the phone is something over which I have zero control - it is a biological anomaly that is rather irritating at the best of times, never mind embarrassing.

The fact that I have to go to an actual Vodacom store every time I have a problem with my account so that the consultant see that I am actually a man is frustrating, annoying and enough to drive me to another cellular provider. I have done your stupid voice verification thing, I have answered EVERY security question in your goddamn handbook and yet there has never been a note made of the fact that my voice sounds weird on the phone.

And don't tell me to use your goddamn website or self service options for anything except buying more airtime/data because it takes a minimum of 24 hours to update those records when they even bother to work properly at all.

In November 2016 I requested a premature cancellation for two of my numbers with Vodacom. They sent me the quotes and I paid the amounts in full and sent the proof of payment. They sent me emails to say they have recieved the payments and it will take 7 days to cancel. Vodacom is still billing for these two numbers? I have spoken to numerous people and sent emails with attachments and no one gets back to me. I still have 4 active numbers with Vodacom however they still dont care. I have spoken to customer care, Retentions, I have been contacted by Feguson Losper, Xolelani Sono, Ashwin Abdurahman, and many more and still no one can resolve or phone you back once they have spoken to you. One department says you have cancelled, they other department says you have overpaid and the other department just keeps on billing you. I am now worried as this has been 3 months. I have had to reverse the debit order for February as I cannot be out of pocket every month due to their mistakes.

I have black listed my Samsung S7 Edge after it was taken from me at gun point.
I can see that my device is still active and now it is being used with a different sim card.
The number is +[protected] This is in Mozambique.
What is the point then to black list your Device
My device Number is IMEI [protected].
ITC Ref [protected]
When I phoned vodacom customer care they told me that there is nothing that thye can do about this.

I have been a loyal paying customer of Vodacom for over 10 years but ever since I have taken out my new (upgrade) contract in October I have been unhappy with the service. Either I am billed for something extra that is not on my account or I don't receive my data or minutes which is part of my package. Every single month I have to call the helpdesk, which we all know takes forever to answer and then we speak to some different consult each time and we end up having to repeat the story/query/problem over and over again or I go into the Vodacom walk-in store and wait for hours to see a consultant, who then tells you that they can't help you because the upgrade was done on the phone and that they can see that there is a reference and I will have to wait for 7 - 14 working days for the issue to be resolved. Can this be possible, I am waiting since October 2016 for this to be resolved. I cannot believe that Vodacom would take this long to resolve an issue. I am at my wits end and would really liked to be helped with the problem that I am experiencing currently with Vodacom. Surely there should be a system where on consult is assigned to a client to sort the problem and not for me to go around in circles, like I have been over the past few months. Can someone who knows that they are doing please try to sort out my problem that I am currently experiencing.

I have never been so annoyed with Vodacom. I have been a loyal customer for over 10 years. I upgraded my Contract in Dec 2016 at the pavililion branch and have had endless issues with this phone/Contract. My contract signed by myself at the store Assistant states that for R 308.50 i should have R 200 Airtime and 1 GB of Data every month. This was vanishing in under a week, I had been into Gateway Vodacom 3 times to try solve the issue of my dissapearing airtime and data. I even went to the repairs shop behind Gateway to see if it was the phone issue to be told that there is nothing wrong and they cant seem to find the issue. I finally Found out that I have been paying R 308.50 for 200 ONLY and have never recieved this 1 GB of Data as it was a promotion and it ended. Firstly i was never advised when taking out my contract that this Data was a promotion and would end. So this ment that I was using my airtime which is costly as my data. I feel that it is only right to refund me for DEC, JAN, FEB, March airtime atleast and i should the Recieve the 1GB of data i had been paying for. No where on my contract does it state that i should pay an extra R 149.00 for this DATA. A Contract is a Contract binding on BOTH SIDES. I have HONORED my payments every month, VODACOM should HONOR WHAT I PAY FOR! I would appreciate some feed back as i am now with out airtime and DATA due to the fact that i was not advised about the end of the promotion. NOT IMPRESSED AT ALL.

I had a contract with Vodacom that I cancelled in April last year. they debited my account 25th May 2016 and my account went onto prepaid. I am now receiving calls from CreditWorx saying I owe Vodacom money. I contacted Vodacom customer care and their subscriber collections, who have yet to help me. As far as I am aware, I do not owe Vodacom any money, as my account is now on prepaid, and my last debit order went through in May 2016. What am I being billed for, on a prepaid contract? I did not receive a call, email or sms saying my account is in arrears till date and was handed over.

The subscriber collections department are extremely rude, and keep cutting the call in the middle of the conversations. No one has been able to properly listen to what I am disputing and are saying that they are unable to help me.

I am being billed for +R1800 and I do not even know what this is for.
contract number: I29548989

I need this sorted out asap.

Good day, Sunday I and my husband went to Vodacom [protected]@Carnival. We inquire about a modem and one staff member (Seems like the Managaer) spoke to us in rood manner. The guy was rude and could see his eys was blood red. He smelled like alcohol. When my husband asked him if he was drunk because he could not speak properly he replied by asking my husband "Are you buying my boose, if not it has nothing to do with you if I'm drunk"
Is this the image that Vodacom give to customers and my other quisten is, is that a way to treat customers. Customers is not always correct, but you as staff member dont speak to customer while you are drunk and in a manner that is not acceptable.

Good day trust you are well. I would like to make use of this opportunity to inquire as to when will our town namely Bloemhof in the Northwest province area cose 2660 receive 4G signal? Smaller surrounding towns like Makwassie and Jankemp dorp all have 4G signal and population wise they are a lot smaller than Bloemhof. It is very frustrating and I would like a reason as to why our town are not considered important or large enough to receive the same. Regards