Vodacom
reviews and complaints

On the 1st March I saw an iPhone 5s it was on special price for R199.00 per month on vodacom phamphlet n my contract ws due for upgrade and I called the upgrade department n I was promised I will get my phone within five days after that 5days wen I called to find out when am I gonna get my phone I was told about the new system that has been installed so there's a little bit of delay, and I phoned again after a week there was a different excuse that wen u change to a different plan I will only receive a phone month end till today I haven't received a phone yet when I checked my airtime balance my account os credited with R200 airtime which is for the new upgraded contract yet I haven't received the phone when I try to call them I hold for
Literally an hour until my battery runs flat.i need help can sumbody please advise wat to do or who to call I ran out of options

Hi to Whom It May Concern

Hope this mail reaches you well,

I wanted to highlight my dissatisfaction, not with you per se. But procedurally with regards to how my claim through CellSure was conducted.

I claimed my damaged Samsung S6 Edge from CellSure whom is Vodacom's insurance company. I followed up with Thomas from CellSure who assisted me with my claim. He advised that i would be able to get a new phone from any of the Vodashops as my claim had been approved.

On the day of picking up my phone, that being toady Thur 7 April. Whilst the customer service was busy working on the finalising the claim, i spoke to one of the other service agents, to which she spoke to before and requested that the phone to be brought to the front from the store room. She then requested for the sim card that was going to be used in the phone which i gave her. Which i then did. She then activated my insurance and then i left the store. When arriving at the office, i took the phone out, only to find out that i was given a phone that i did not order. After numerous cals between the Vodashop and CellSure. I have been told i cannot bring the phone back as the box is open. The same box that i did not open but the shop opened. After many queries it seems that the miscommunication of me receiving a phone that i did not want lays with the shop clerks who gave me the wrong phone and without my communication.

CellSure asured me that my claim would be for the phone that i wanted, which was a Samsung S7 Edge. I have been given a Samsung S7 flat, which is a phone that i do not want and i would like to escalate this matter with both CellSure, Vodacom and the Voda stores.

Since the 1st of April I am struggling to get through to the cancellations department with no success up to today. According to customer care there are a technical problem with their numbers. I phoned customer care everyday since the 1st of April and everyday somebody else promise me they will give my details to the cancellation department which will call me. Up to today, nobody phoned me back. My contract expires on the 1st of May and I need to give a month notice, but how do you give notice if NOBODY is able to assist you. I put a complaint on Hello Peter and only got Vodacom's standard reply, someone will phone me. I can't get it how a company such as Vodacom can assist a customer with something simple as cancelling a contract. Not even head office replies on an email. This is absolutely ridiculous and unacceptable.

Call ref no. 1-[protected] must be resolved today !
and CALL REF. 1-[protected]
You people keep on sending me different reference numbers but my problem does not get solved.
!
My primary no is still not getting any 4 G signal.

Call outstanding for a month now !

I bought a little 'over the counter' nano SIM card (completely diffe...rent number than my primary number) just as a test... Put some airtime and data on it ... Inserted into my phone and it is working 100% WHY IS ONLY MY PRIMARY NUMBER STUFFED UP ? Vodacom already ALSO done a sim swap twice. STILL DOES NOT WORK. Can you please get a senior network specialist (or Iphone specialist to contact me urgently)

I need to have LTE working on my primary number URGENTLY. LTE is the only way i can access my security cameras around my house.!

I visited Vodashops MANY times. SIM swaps was done MANY times. Spoke to VARIOUS agent and all they recommend is ... reboot your phone.

PROBLEM NOT SOLVED !

Please get one of your Iphone specialists to phone me or make me an appointment and i will bring the phone so they can test directly and also see if all settings is correct !

Good day

I would like to enquire about the amount payable and due on the 31 March 2016 - IT with utter discussed than since logging my call reference number 001CCaBEDT5TE7YS I had no response to my query. Vodacom also ignored my Helle peter complaint logged.
Kindly take notes if my complaint or query is not addressed this time I will be forces to log my complain with the ombudsman and media.

The issued at hand:

I have requested a copy of the Itemised billing statement on a number occasions today and still did not received the full statement for date 2016-02-01 to 2016-02-29
I have been send emails at 13.27, 16:29, 16:34 and 16:28 with the same information and not the requested information – Am I be billed for these documentation where I was specific in my requested I needed which is my itemised billing information dated 2016-02-01 to 2016-02-29 yet I only receive stated for 21-02-2016 to 29-02-29 ( refer to statement attached).

2nd Issue

I have been send and invoice B993888905 for data usage and data once off payment request. I need to verified when these transaction took place as I have a used problem if these transaction took place on the weekend of the 19-02-2016 to 21-02-2016
Reason being - on this specific weekend I made numerous call to your call centre which you can trace on your system and the discussion that took place whereby I specificity enquired about purchase data and of which the system gave me errors and the message unable to process your application due a upgrade your organisation did without informing the client (as I has no interaction nor notification of this – if you differ on this regards I will require proof that you did send me the notification).
I also spoke to your consultants which was also not clued up into what was going on and I was referred another department as some sort migration happened I of which then I was advised.
Eventually I got to one consultant which assisted and of which he was also unable to purchase bundle for my contract due to your system problem and if which he assured me that he would log a service requested and of no consultant got back to be on the regards – refer to the call conversation on the 21-02-2016.

Questions

1. I need to know when these bundles was purchased on your my contract as well as data usage amounting to R 174.93 as stated on the invoice B993888905.
2. If this is on the weekend of the 19-02-2016 to 21-02-2016, why am I being charged on bundles of which I got specific notification the my request is unable to process – why am I being charged and why was this application processed without confirmation – hence I would not have purchase more than 1 bundle if it was successful. Why am I being charge on data usage if you guys did not inform your clients about the migration where by data bill negatively increased due to not being able to purchase bundles (yet I was charged for these bundles).
3. What data usage and data bundles is reflecting on invoice number H0-245E and what is the data usage and bundles on invoice number B993888905 – why do I have separate invoice

I need my invoice statement to be addressed as soon as possible – and will be take further steps by submitting a formation submission to the ombudsman with my question has now been answered. I want all my charges for the weekend to be 19-02-2016 to 21-02-2016 reversed – this fraud and bad client services by not informing me as client. I have a business and my data need to available 24/7 hence a purchase additional bundles and you negatively affected me with your poor migration implementation system.

Good day
I hope that this email finds you well.

Firstly I would like to express my disgust in Vodacom"s poor service.
I have been a loyal client of Vodacom for the past 24 months and had alays been understanding even when services were not quite delivering as they promise, as my loyalty has always kept me understanding.

On the 25/02/2016 I did an telephonic upgrade as I was due for an upgrade I was very much satisfied after all was concluded and I was advised that my device will be delivered the friday after.

Four weeks later, 11 customer care calls, 4 trips to the Vodacom stores, 6 complaints and complaint follow ups, 4 supervisor calls and 2 calls to head office later I still do not have the device.

I tried to come up with my own solution. I advisedVodacom sales to cancel the telephonic upgrade as I will do the upgrade im store rather as they are dailing me. I was advised that yes its cancelled only to find out when i drove all the way to the store that I already upgraded as on the system the telephonic upgrade is still pending.

Now I'm super frustrated and irritated I have been waisting my time with agents, Team leaders and whoever I spoke o, that were all incapable of resolving the matter as I've been sent from pillar to post that seems to be the only thing they do right.

I would like to cancel my contract, my number. I do not want to be affiliated with the Vodacom network and its incompetence . I will be advising friends and family and people that are willing to listen to consider moving from your network. You failed to give a very patient customer a solution 38 days later.

Please do not contact me to apologise as I have more than enough apologies from your consultants.

I would also like the call recordings as I have laid a claim with Icassa.

Regards
Elizabeth Davids
[protected]@gmail.com

Yesterday I file a complaint at hellopeter.com. I am a Vodacom customer for 17 years with 6 running contracts and never miss a payment. So I went to Makro to upgrade and change a flexi 150 to a flexi 200 because they have a deal with a gift card. Then the salesman told me it is only on a new contract on my upgrade I get R.1500 less, do this make any sense? They give this to a new customer but not to a 17 year customer. A lady from Vodacom called me and put the blame on Makro ( this is their deal) but Vodacom give Makro so much more commission on a new deal how is this Makro's fault. Then I told her maybe its time to move to another provider and she said yes I can do that. This is how they treat their customers. Look if they give a new contract R500 benefit I wont complain but R1500 is R62.50 pm less than a old good customer. Does it sound right.?

I am trying for more than three weeks now to get LTE activated on my sim card after i did a sim swap at the Vodacom shop in Woodmead.

I bought a new Iphone 6 and had to get a "nano" sim for it. My previous phone had a normal "micro" sim.

The sim swap was done successfully ... except for only getting a 3G signal. I tested the phone with my wifes sim card (4G) and the phone worked perfectly with her sim. I also had the phone checked out at the Apple Istore and 4G is working perfectly on the device.

I then started the "rocket science" experience of trying to get Vodacom Customer Care to activate 4G on my sim card. It is now 3 weeks later and absolutely no joy ... 4G is still not activated !

I called them 9 times and also contacted the Vodashop on numerous occasions. No 4G yet !

Is this really such "rocket science" or a simple "tick" that a 3 year old can do ?

What else on earth do i have to do to get LTE activated ?
That was working perfectly until the sim swap 3 weeks ago.

Thanks
I C Kok
[protected]

I am very upset and angry because of the situation that currently involves me and Vodacom.

I took my iPhone 6 (64G) in for repairs (cracked screen) at Vodacom Loch Logan on the 13/3/16. My SIM card was removed and Find my iPhone was deactivated as checked by the store assistant. My phone is insured with Vodacom for R245 which I have paid on time each month since I have gotten the insurance. According to the process it was then sent through to Johannesburg for repairs(Vodacom repair centre) according to the log on 14/3/15. I was told to wait a period of more or less 2 weeks before my iPhone would be returned to me. There was no correspondence from Vodacom with regard to the status of my phone.I checked again in store on the 30/3/15, I was told by the store assistant that my phone was on the way back to Bloemfontein but it was not repaired because find my iPhone was active and therefore nothing could be done.

This whole situation is a huge inconvenience and also ridiculous in my opinion. It took the repair centre 17 days to figure this out? At no stage was I contacted and informed about this. According to the log my phone was sent to Mervin Naidoo then Magdalena then Paul Ontongwho then realized that find my iPhone is active! It was then sent back to Bloemfontein and is currently according to the repair centre in Bloemfontein. And yet I was still not informed on what was happening or what needed to be done and where it was or is.

This information I know because I went in to enquire about it! Is it then too much to ask of the service provider that I have been using for years to inform me of what is happening with my phone? I don't think that it is. Secondly it took 2 weeks and 3 different people to realize that find my iPhone is active. How is that possible? Very incompetent and inefficient.

So now my phone is returned unfixed and then needs to get sent back again to be repaired. I don't have the time to wait for another 2 weeks for my phone to be fixed when I use it on a daily basis for work! Vodacom does not supply a phone to be used in the interim either so this aggravates my situation even further- I am expected to wait even longer but at no inconvenience to Vodacom only to myself!

I was told in store to call the repair centre which I did today 31/3/16 and spoke to Chelees or Cherise ( unclear) who could not answer any of my questions regarding this ridiculous inefficient system that Vodacom uses, instead she apologized for any inconvenience and could not give me any further information. I then asked to speak to the supervisor so I can get a better explanation, she then refused to speak to me because 'there's nothing she can tell me and I should go in store and speak to the manager'. This supervisor is Cynthia Kgasele.

As a paying Vodacom client I expect better service telephonically, in store and in person. I am very angry and frustrated with how my problem has been handled by Vodacom and feel that at the end of my contract I will not want to continue either of my contracts with Vodacom at all, and would advise my family and friends to reconsider their contracts with Vodacom as well after this horrible situation. All this after I have paid timely each month and even pay the Vodacom insurance.

So instead of being able to speak to someone telephonically I was told to send an email and expect a reply soon.

I went in store again and was told that the fault is on the side of the repair centre. I don't care who is involved except that I receive a new phone and an explanation for what happened in the last 2 weeks.

As a client I expected better quality service and an explanation in the least. I will not hesitate to take this matter further and also post on all social sites.

Job number- [protected]

Fatima Moosa

I took delivery of my upgrade done via On-line Sales on 17/02/2016. On 18/02/2016 the phone was dead. I phoned their call centre to report this matter & was assured that the phone will be collected, the transaction reversed & a new phone will be sent. This will take 14 days.

After numerous emails I was told by Malika Sheriff that the phone will be collected on 24/02/2016 at the latest. The phone was eventually collected on 04/03/2016. Instead of shipping it to Jo'burg to have it replaced it was sent to Maitland repair services.

I got the phone back on 15/03/2016, still broken. I phoned them again & spoke to a "manager" Adel, who was zero help after a 24 minute call. Is this service acceptable? Does Vodacom have calenders, because my 14 days & their 14 days clearly differs. I am sick of tired of being given the run around.

I have now been trying to get this resolved via Hello Peter and Facebook and no luck.

Their Social Media team emailed me on 24/03/2016 stating that the matter has been escalated, with no luck.

On Monday 28/03/2016 a call was received stating that the phone will be collected. I'm still sitting with the phone.

I have lost over 1GB data because of this I will not be compensated for this loss.

Please help in having this matter resolved?

I have been a member of Vodacom for more than 10year loyal costumer never skipped payment whatsoever, on the 18/03/2016 Vodacom debited my account with money that I do not know off, asking them to reverse my money is a mission they send me from one person to another, one department to another, today spoke to Phindile she provided a reference number : Nkosip04, I later spoke to Team leader :Sibongile but still no help, I have previous reference number [protected] Agent was Norah. I then decided to block Vodacom from accessing my account, I do not know how they are going to get their money

I upgraded my handset to the iPhone 6 in March 2015. In November 2015 the handset overheated whilst in use and I had to take off the cover and placed it on a shelf to cool down. The handset switched off automatically and was like putty in my hand. It was handed in at Vodacom Paarl Mall who now claims a contribution of R4588 to replace the handset still under guarantee.

The handset slightly bed due to the extreme heat. No physical damage, it was never dropped or exposed to sunlight or water.

Is this how a loyal customer should be treated or is it just the bad quality of the product/handset.

Since January 2016 I've asked for a written description and reason for the contribution but never received it.

How can I get results without taking the long route with legal intervention?

Kind regards

Francois van Schalkwyk

Hi
My VVM (Visual Voicemail) has been deleted for the third time now and Vodacom cannot give me any reasons. In 2013 they admitted by email that this was as a result of a "...date networking issue..." but now they are refusing to reply. I had to remind them of this fact now and since then they just ignore my emails.
Unfortunately for them, I will continue to name and shame them as they are only interested in receiving their money and nothing else !
Pathetic for such a corporate. Be very aware of VVM, Vodacom can delete your messages even if they advise contrary.

I purchased a Supertooth HD voice visor carkit on the 20th March 2016 at Brooklyn Vodacom shop.
I told them I needed it for a quadraplegic lady in order to answer and make calls with only voice command.
They very kindly opened the package and tested the unit to see it it would do the above. Unfortunately it could not be made to make calls without pushing a button first ( which a quadraplegic person is unable to do!) but the answering mode worked. I was not sure whether it would work as this patient has a weak voice, but took it anyway to test it out.
Unfortunately her voice was too weak to activate the answer call.
I then packed it all up and took it back to the shop. The manager would not refund the purchase as he said the package was damaged. ( a slight tear on the top of the box) I told him I was not sure who had made the tear as it could have been when his tech people tested or when I opened it later..who knows? He refused to accept the return even though the item had not been used.. was useless to the purchaser and he was not even sympathetic with the reason for return. I find this despicable behaviour to a client. What am I suppose to do with this item now.. it was not a cheap purchase.. R 1299.00 which is expensive for a sick elderly person.

Your assistance would be appreciated if you can assist with a refund please.

Thank you in advance.
Sharon Harris
[protected]@ spenergy.co.za
[protected]

Re : urgent request for x2 contracts

Before I begin I have to start and tell you what I think of vodacom…
Two years ago I decided to open my very first cellphone contract ever – for some reason I went with vodacom.
From there on the rest was history – non stop issues / account issues / lack of customer service etc

My two contracts ([protected] + [protected]) are expiring the end of march 2016 – I am so excited about this!
But to my luck I have been calling vodacom for a full week now to only be put on hold for over 30 minutes until I decide to give up because you are wasting my time!

I then had no choice and I posted my complaint on hellopeter.com which to my no surprise I had not one senior person contact me and take action. I have now recently posted my second complaint on hello peter.

All I want is for someone to cancel my two contracts so I can change my numbers over to prepaid until I do some research and activate another contract with a different cellphone provider other than vodacom.

I have also emailed - retentions. [protected]@vodacom.co. za a few times now with all of them sending me reference numbers so that someone will contact me in 254 hours. to my surprise nothing has come of this.

I cant wait to never have to deal with you ever again in my life

Please do me a favour whoever reads this please pass this on to management!

I await your urgent reply or acknowledgement that the request has been actioned!

I have been at this for weeks now and I can honestly say I am gatvol. never ever will I deal with vodacom ever again let alone encourage anyone to go with them.
They are a bunch of idiots who are getting paid to do nothing!

Original job number: [protected]
New job number : [protected]

Vodacom account number : [protected]-7

In february of 2016 I took my sony xperia z3 into the umhlanga branch, durban to have my screen replaced and upon feed back from the branch I was advised by the insurance that as the phone was discontinued and the repairs exceeded the phones value that they were going to give me a new phone (cell sure - given chaupa). however, upon following up with the umhlanga branch I was then advised that this was not going to be the case that they were just going to replace the screen. (as per email correspondence with sarishka kenrag)

As this is a water resistant phone once they had replaced the screen and when I went to pick it up they assured me that they had done a pressure test and it had passed, I also noticed when I got my phone back from them that the camera button was no longer working?

However, once I had picked up the phone towards the end of february and had it for about a week, it wouldn't come on and so I took it back to the umhlanga branch for them to look at.

Upon contacting them, as they didn't get hold of me to tell me what was happening, they advised me that I could pick up the phone and that the technicians had said that there is water inside and they were not going to repair it.

As this is a water resistant phone and they had assured me that they did a pressure test I will not accept the phone back as is, I feel it only fair that they replace the phone or repair it as it is a requirement for my job and I already haven't had a phone for the time they have had it for.

it is obvious to me that they did not do very good job of repairing this phone and now due to their negligence and unprofessional repairs and conduct they expect me to take the financial burden on fixing a phone which should have been fixed properly by them in the first place.

I am prepared to take this matter further if my phone is not fixed or replaced (as originally agreed to by cell sure - consultant given chaupa), I have three cell phone contracts with vodacom and am prepared to cancel all of them if this problem is not sorted out immediately, furthermore I will go on all sites, namely hello peter, facebook etc and voice my complaints.

Regards
Linda ries
[protected]@telkomsa.net
Cell: [protected]

Vodacom has removed our contract numbers which we had for 18 years totally from the system, they receive payments from us over r4000.00 per month. I think they are pathetic they have now been reactivating these two number [protected] & [protected] for a week now and everyday i have now phoned them to find out what is going on. They come with the same soppy story tomorrow morning. Tomorrow morning what! we have been losing a r100k due to vodacoms incompetency. Which i will start invoicing vodacom for every day these numbers are not switched back on, and this amount will grow further until i get time and date what vodacoms plans are.
I want an awnser today! [protected] jeanette boshoff

I have about 10 existing contracts with VODACOM and I attempted to get a new contract with a new deal, I have never missed a payment in about 10 years and my monthly spend exceeds R4500 per month. I tried to add a contract of R599-00. Because I work in South America I tried to use the online method, that VODACOM advertise as their sales medium. What a huge mistake... this facility is cumbersome and produces zero results...the people that eventually come to your assistance are even less productive that the site itself... I have tried to contact the VODACOM online chat rooms, this was disappointingly terrible, while being constantly cut off and the agent trying to connect me to other agents etc etc etc... I then logged a complaint on HELOPETER, I got a reply from one person who stated he would help... NOTHING MATERIALISED... Today I sent my wife to MTN in South Africa and she got the exact same special as I was wanting. Well done MTN... VODACOM service has always been the BEST...but NOW they are the WORST... I will not be renewing any of my contracts with VODACOM I will cancel all my contracts as they become due and migrate to MTN (Or wherever I get value for MY MONEY)

My name is Emile Dellieu and the deal number was [protected]

Since mid-February my Z1 compact on a vodacom contract which expires in November 2016, shut down for no reason and in most instances fail to restart. I took it to Chatz in Wynberg, where contract was taken out and after they confirmed phone won't restart, software were reloaded, only to experience the same problem a day later. Phone was sent to vodacom repairs, cape town, as it failed to restart again and after replacing the screen and receiving it back, phone had the same problem a day later. Phone was sent in again after shop confirmed it won't restart, but this time no fault could be detected at vodacom repairs and software were reloaded yet again, only to find the same shutdown-wont startup problem a day later. I made enquiries just to be told by vodacom's liaison manager that, phone can only be replaced in the 1st six months, and repairs to be done after that. This makes no sense as no fault were detected by their "engineers", thus forcing me to honor payment of contract till November, but having no use of the contract-handset. A lack luster approach prolongs the matter now, with no prospect of a favourable resolve. My frustration knows no boundaries.

To whom it may consern!

My name is Riana, and i've been trying to apply for a contract (Iphone 6 S 16gb for R380 P.m)for the past week with no luck!

Yesterday i was fed up with the online process and it was taking to long so i went to the Sandton city branch! After sitting there for 2 hours i was told that the person who was suppose to approve my documents had gone home, great so i sat there from 4:30 to 6:30 for nothing. This is so totally ridiculous! I wasted 2 hours of my time!

The store assistant then told me that she would call me early the next morning once the deal was approved... so after waiting till 11 am i still hadn't received an call or an update! Which is such bad service! I had to call the store, no surprise THEY ARE OFFLINE ONE AGAIN! How do you run a business when i have to beg you to take out a contract?

I will take action and report this on every complaints site i can find if this is not resolved by end of day today!

Reference Number: [protected]