Vodacom
reviews and complaints

On 2nd of January I took the phone in for repairs at the Vodacom Shop Mall on first week of January 2017 due to a cracked screen encountered in December. The Phone was booked in & send to Vodacare Repair Shop In Alberton. I told the consulted that i don't want it to be repaired i will rather take a new phone & pay in the Excess coz the phone is Insured for Accidental & Loss cover.
The Vodacom Repair store in Alberton say they booked out the phone & handed it to the (RAM) the courier company. But the phone is been missing for 3 weeks. The Vodacom Insurance company does not agree to submit my Insurance claim because of the Phone is Nowhere to be found. Vodacom lost my phone which is insured & they don't wanna replace it. This is my second Claim. The first claim was successful. Currently spend 1 month without a phone & my contract is still active.

Regards: Joseph
Cell :[protected]

Good afternoon.

I require legal assistance with vodacom.

I was on holiday in bali from the 24th of december 2017 till the 3rd of january 2017.

I have been billed r30385.41
My mobile number ([protected]) is registered on my father’s name (Mr thiagaraj govender).

The debit had run off my father’s account. He then phoned vodacom to query.

Vodacom has advised that I needed to put my “mobile data” off if I connected to wifi. Regardless of wifi I would still be charged data roaming rates.

If you look at the “data services” portion – it provides the amount of data used and charges accordingly. Please be mindful that I have 2 gigs of data each month all day and 1 gig of data from midnight till 5am.

Under “roaming data” each time I was on wifi I was still being charged. Vodacom advised that I should of put my “mobile data” off. Surprising enough when I am in south africa and if I connect to wifi and update/download software on my phone I was never charged – I never had to put my “mobile data” off.

Please assist with this matter as I can’t afford to pay so much of money for what I thought I was using as “free”

Vodacom has just debited my business account for R40 000.00, our monthly bill is usually under R5000.00 a month.

I have made numerous phone calls to Vodacom call centers to which I have reference numbers for confirming that this bill is in dispute & will not be debited off our account. No one from Vodacom has bothered to return my requests or follow up with the dispute, and then Vodacom still went ahead & debited the full amount off our account this morning.

My Vodacom account is in my business name, we have had this account for 8 years.

This account has my cellphone contract (red advantage) uncapped, my daughters contract (1gig capped with free minutes), another SIM card my son occasionally uses contract (1gig capped), my iPad (capped), my husbands iPad (capped) & recently I bought a Mac laptop with a Vodacom dongle (uncapped).

My husband, does not have signage on this account, his cellphone contract was on a separate Vodacom business account under his own business name. In July 2016 he went to transfer his cellphone number from his business account to my business account.

I gave him a written business letterhead stating precisely that I gave Vodacom permission to transfer his cellphone contract to my business account. Nothing more.

Whilst in Vodacom, my husband decided to change my sons SIM card package from a 1gig capped no minutes to a 200minute 200meg capped contract, so that he could give this SIM card to his manager to use.

He told the Vodacom consultant specifically to keep the contract as it was just add the free minutes & lessen the data and he repeatedly requested to keep it a Capped line. This Vodacom man never capped it! My husband did not tell me he had changed the contract thinking all was fine. However he never gave the SIM card to his manager to use as it turned out my son might need the SIM card in future, if he were away from home overnight.

This SIM card & the phone it was in have been sitting switched off in my bedside cupboard most of 2016 & the remainder of 2016 hence forth. Whilst my son was extremely sick in hospital in December I gave him the phone to be able to call me, when I had to shoot home. He sent a few what's app messages & phoned me a few times. At night he was given sleeping pills around 9pm, which I have nurses records of, I also slept beside him, he was fast asleep throughout the night, which we also have nurses records of when they came to change his drip at 12am..

He was given the phone on Sunday afternoon, on Wednesday morning I received a call from Vodacom stating this number had clocked up R35000.00+~ rand in the space of 2.5 days.

I immediately requested they block the line, and I requested a detailed schedule of the data usage instead I get an excel babble of numbers which I can only make out times of use being around midnight.

So basically within 2 nights at midnight while he was sleeping on sleeping pills, with me sleeping next to him, this Vodacom line clocked R35000.00.

There is absolutely no way this could be humanly possible, the phone was my phone at the beginning of the year so all its settings are set to not use data or download or upload or refresh in the background. I had specifically set all of these so as to save data.

1) Vodacom should not have allowed my husband to change the contract without my written consent or presence, therefore this uncapped contract is not legally allowed to have been changed by anyone other than myself.
2) Vodacom was also instructed to keep the line as a capped line and Vodacoms employee is at at fault having not done this & therefore should be held liable for not capping the line.
3) Vodacom is incorrectly & dishonestly over charging on data usage.
4) Vodacom despite the account being in dispute still debited the full amount.

We will not & cannot pay this bill, it will put us out of business & leave our 60 staff jobless!

Where do I go from here

I cancelled my contract in Feb 2016. Since then Vodacom without fail every month debits my account for the FULL value of the contract including the device cost. I have emailed and called repeatedly for a year now and nobody gets back to me. I instructed them to cancel the debit order yet again this month R847 got debited from my account! I am sick and tired of being stolen from and want my money back from vodacom! How can they do this?!

Me and my mother in law upgraded our contracts on 10 January 2017 although our phones were ordered already on 28 Dec 2016. The manager told us that we could not get the tablets with it for the deal is already off. My friend upgraded 27 Jan 2017 and she got the tablet. I just wanted to find out why we did not get our tablets and the manager of Swellendam was so rude. He refused to speak to me, for he was busy stock taking. He told me I should go to another Vodacom and shouted to the girl who did my upgrade: "She is your client - you help her!". I gave them our numbers and told them I give them 2 days to find out what is going on and then come back. When we went back 2 days later, he showed us the brochure and told us the deal has expired on 6 Jan. I asked him why he didn't just tell me on Monday and he said because he was busy and it was not his working shift. I also asked him why we can't get the tablets, cause we ordered the phones on 28 Dec and he told me very rudely that there is no stock left. I mean, he is the manager - if there is a problem he is the one who should sort it out. All he was supposed to say is that he will look into it and let me know. I am not the first complaining about him. He can't do his work and is really rude to his customers. This is not about the tablets, but someone has to do something about this rude man.

Good day.

Im so frustated and angry. I did a migration signed for the quotation in november 2016, they deducted more for the migration than I signed for in december 2016. I phoned and emailed how many times and eventually someone helped and said they will refund me, this was being of january 2017. Now they deducted my monthly installment and still I didnt receive any refund. I phoned vodacom again and the lady there will argue with me and say I shouldnt get a refund I must go back to the vodacom shop that helped me with the migration becoz the problem are lying with the vodacom shop. I have all the proof that I paid more than im suppose to, but according to vodacom I dont know what im talking about.

To whom it may concern

Hi. I need somebody at Vodacom to help me. I am so frustrated with Vodacom. I have applied not once but twice for a simple R700 contract for the iphone 732 GB silver. Last week I spoke to a agent who told me I was approved and everything and the next day I would be getting a tracking number for my IPHONE 7. I was then contacted the next day only to be told I was declined. The thing I dont get is that how can I be informed one day that everything is perfect and I'll be getting my delivery the next day or the following week and then you call and say I am declined.
Anyway I contacted you guys again and spoke to another useless lady who couldn't help me either.She also said I was approved and then said I was declined after 4 days back and forth calls from her to me and having me send my bank statements, ID and payslip 2 times over and over for the credit team to upload the documents. So my thing is why do you false notify me all the time? I want the iphone 7 and I have over enough money in my account to pay for it. I even have a separate savings account with over enough money that I haven't touched in over a year. I clearly have money to pay for this lousy R700 contract. Its like you guys dont want my money at all because I dont have any other accounts on my name. I dont get how Im supposed to get an account if you cant even allow me to get one with you. I have money but you dont want it.
I understand that I need accounts to have a good credit score for this, but my frustration is why did the first agent NOMFUNDO advise me on thursday(26/01/2017) last week that I was approved and my order is placed for next day delivery for friday or likely the following week .On thursday the 26th when we spoke she told me she has to place the order before 12pm so that it can go out for delivery the next day but it could possibly arrive the following week. She said she would call me to give me a tracking number. She did call but only to tell me that I was declined, and said I needed to send my documents to ********** This frustrates me. I dont get how I can could be misinformed like this. Either she was to desperate to grab the sale knowing that there is a high chance that I could still be declined or she just doesn't know your internal processes well enough to know that I would have been declined in any case. As I have advised her before we started the process of the contract that I dont have any accounts and what are my chances of actually getting this contract. She advised me not to worry and she will put everything through for me. This is poor service from Vodacoms part and I am extremely disappointed in this. I feel that something needs to be done about this. I really want this contract and your staff are incompetent and misadvising me.

I have been with Vodacom all my life, and dont want to go to another network ever, but this has been horrendous from you guys. A simple R700 contract you dont want to approve, it doesn't make sense to me. I just want to note for the record. I walked into a cellc store on the 28th and they approved me right then and there for the iphone 7 32GB. It was so simple and I know you dont care, as I am just one customer out of thousands that have contracts with you. I just want to know why is it so hard to get a simple R700 contract with you guys? I have a clear credit record, clear criminal record and everything. I have no responsibilities at all. I have no kids. I stay with my parents and I work and earn my own salary, over enough to pay for this contract. I dont get why you cant just give it to me. Like I said I can even send you banks statements of my savings account so you can see I have over enough money saved up in there to give you peace of mind that I am able to pay this contract. I dont understand what the big issue is.
I just want this to be given to me. I want you to go listen to NOMFUNDOS call with me and you will hear what she said to me. Giving me false information. I am highly disappointed in this service. "

On 22 December 2016 I renewed my Vodacom contract on-line and chose the Microsoft Lumia as the upgrade handset. It was delivered in two days, but I was not satisfied with the phone and called Vodacom to Cancel my upgrade and to collect the phone. I was told it will be collected on the 28th of December due to the holidays. On the 15th of January it had still not be collected. After numerous calls and many hours spent with Vodacom Customer Care, RAM finally collected the handset. I could finally change my choice of phone - to a Samsung Galaxy S7. A female consultant told me the cancellation of the Lumia had been cancelled and request for the new choice (Galaxy S7) has been logged. I evenrr received an SMS with an order number, confirming that my Quotation has been processed. Waited for a week and contacted Vodacom again. Only to be told that no cancellation had been received and there was no request for the alternative fee. In the meantime I have been charged for the original Lumia which I had returned on the 23rd of December. This time a male consultant went through the whole process again, assuring me that it is now definitely on their system. On the 25th of January I received an SMS again to confirm that the quotation has been processed and that I can expect the phone between 2 and 3 days. A week later (today - the 1st of Feb I called AGAIN. The consultant told me she can follow the process on the system and the phone will be delivered no later than Tuesday, the 7th of Feb. This whole process is taking over 6 weeks. It is unacceptable

I have been with vodacom for 17 years now. I keep on receiving huge amounts of extremely high billing accounts every month. On my other contract i never receive data or airtime. I went to seek legal advice at Mr Snyman at Snyman Attorneys. I need my account back in order and sorted out. Emails have been sent, begging, pleading, but still there is just no assistance.

My account number with Vodacomi do not have at the moment but the contract number is [protected]. 2 weeks ago they stole my device i reported it, i am running my account on my wifi account daily. But still these extreme high accounts. I requested that they assist me in helping with a sim swop so i can atleast track my device before we have to submit insurance claims even then there was no assistance.

I am going to sue this company if i do not receive the assistance i require for loss of income.They are unfair and this is not acceptable.

I can be reached on [protected] or [protected]. I am truly considering changing my provider seeing that after 17 years the lack of poor service they provide.

Have had problems with this contract over last 2 years. Spoke to a consultant on 29 December 2016 regarding the procedure for terminating contract. Was advised to give 30 days notice - confirmed this (in recorded conversation) - Contract ends 2 March - was told to call before 2 Feb to officially cancel - Called today and spoke to Vodacom Cancellations department - was told by Xolile that as I have passed the end of January, they can only cancell by end of February now and so I will be liable for the next months account (up to 30 march) and or cancellation fees. I mentioned that I had specifically called in on 29 December 2016 to avoid this kind of incompetence and error. I lodged my verbal complaint in conversation with him - he said he would escalate this through the normal channels.
I called Vodacom customer service to lodge a formal complaint - spoke to Lulama, who could not assist - refered me back to Concellations, because "we can't call up the recorded conversations in a different department". I lodged my next verbal complaint on the understanding that that call was also recorded.
Have spent countless hours dealing with this Vodacom call centre incompetent bureaucracy. Will hold the service consultant and this Organisation responsible for incorrect advice given - not prepared to pay for their wrongfull advice and unfair practice

Good day

I have to say I am thoroughly dissapointed in your customer care service.
Firstly I cannot get through to your customer care service through the number 082 111. I reach your head office and they put me directly through and not even 3 minutes in the line goes dead and I have to call the main office again.
My airtime and data dissapears and no one can tell me why...

I have to recharge every time. I have turned off my data and still it dissapears.

Hi, On the 18th of May 2016 I cancelled my contract and got a letter stating that my contract would be cancelled the end of June (last Debit). But July and August 2016 the debit order went off again. When I phoned in to find out they told me I had phoned in 2 days later to stop the cancellation (which I know I did not do). They were supposed to check up on it and phone me back. This query was raised in September and till now I have not received any call back. I subsequently put a hold on my debit orders. Now I keep on getting an account statement which shows that they keep on adding the monthly amount. I also sent an email on Tuesday the 24th of January to '[protected]@vodacom.co.za' where I have also not received any feedback on. I would like my refund of the two extra months deducted as I cancelled my contract

Good day,
The above mentioned number has been on a soft lock.
In December 2016 “somebody” deactivated the line without my consent, thus the monthly bill escalating to +-R1300. In addition to this, the line was unable to make calls. A recorded announcement was then on the line, informing me that the line was suspended.

In January 2017 I queried this, and gave verbal telephonic notice to END this contract. I also requested the line to be soft locked up until the time of the termination of the contract. In the interim, the line was once again unable to make outgoing calls. A recorded announcement was then on the line, informing me that the line was suspended.
On 30 January another R1039 was debited from my account.
I also asked the consultant to make a note that my daughter (Talitha) has authority to make queries on my behalf when contacting Vodacom and he failed to do so.

I would like the answers to the following Questions:
1) Who deactivated the Soft Lock on this Account?
2) Why was the contract not ended after requesting this? (Please go check your recorded calls- Which you love to remind us about)
3) The line has been suspended, yet the bill ends up at R1300 for the past two months?
4) On 16th of January 2017, Justin Joseph requested information in order to answer my previous written query. Up unto date, I received no response!

This is unprofessional, unethical and I will be taking this further.
Vodacom has failed to follow my telephonic instruction to cancel the contract (AS per my request in January – and I was informed that you can only do this telephonically)
Vodacom has deactivated the soft lock without my consent
Vodacom has suspended the line, although the bill has escalated to over one thousand rand.

Kindly be advised that I will be exposing Vodacom in OFF YOUR TROLLEY in the the Tygerburger and I will ask the media for help regarding the above mentioned queries, since Vodacom can never answer!

sukkel nou al van die 20 Januarie 2017 om fone oor te dra na my naam. My man op wie se naam die kontrakte was is oorlede. gese ek moet al die dokumente email moes gaan pay as you go koop om dit te kon doen aangesien vodacom al die fone ge soft block het. sedertdien bel ek daagliks 0828111 was al 4 maal in na ons vodashop al die nodige dokumente ingevul die lopende rek op datum kontant betaal soos deur vodacom versoek is die eerste aansoek is sommer net gekanselleer niemand weet hoekom of hoe nie. moes weer ingaan alles weer oorgedoen bestel nr per sms gekry use order nr [protected]/[protected]/ en 1-[protected] when contacting vodacom customer care on 082111 for futher enquiries weet niemand iets hulle kry nie sulke nr nie niemand weet niks EK IS [protected]@TVOL MOEDELOOS EN HIPPER MOEG ASB KAN IEMAND PIK BY EN NET HULLE WERK BEGIN DOEN !

look on hello peter - I don't know how you people sleep at night - your business ethic is shocking - no pride in your company or your work. I am surprised you have any customers left and believe me when I tell friends and family - they have the same complaints about Vodacom.

My "cross-border clients" keep on telling me how useless South Africa is and how service has deteriorated - Vodacom attitude proves they are right

Sonja Delport
[protected]
[protected]

I have a simple data dongle with R109 per month contract. for months I have not exceeded R109 and in Aug and Sept 2016 received bills for >R8 000 and > R12 000 resp. 4 tickets have been logged - 2 closed with no resolution or communication, 1 ticket they can't find! and now I logged another. Visits to Vodacom require waiting 30 min to 2 hrs. they tell me they have 'credited' my account as a 'goodwill gesture'. how many months will it take to reduce R22 000 credit?!?!?!?!? With so many complaints with regards billing, surely they look internally to their systems and don't just tell the client they are full of 'goodwill'... !

I use Vodacom prepaid, since 2006. Lately I buy data for r149 and it for a month. I use that for internet, Facebook whatsapp, etc. And I buy airtime for make calls.

Vodacom would send me a notification the my data is less than 5mb, then I will use it wisely so that I don't use my airtime for internet. But now they don't send the notification anymore.

I have complained so many times via telephone and I was told that maybe it network. After I complained they fixed it.
Now its happening again.
It is such an inconvenience to my life.

Can Vodacom fix this cause it really starting to irritate me and I want my airtime.
They even check their recordings.
My number is [protected].

I have 6 cellular devices with vodacom, 3 cellular phone contracts and 3 data contracts. Since moving into my new home 5 months age, I found that I have very little at most times no coverage. In the past 3/4 months I have logged numerous complaints with vodacom, I have even given them alternative contact numbers to contact me on, each time they will investigate but no one bothers to contact me back. As I am self employed, this has cost me a lot of missed business opportunities. Seems like even though I have been a loyal customer for well over 10 years, I'm just a number to them.

My samsung s7edge phone kept freezing. It was still under guarantee. I took it in for repair. They said it will take up to 2weeks to repair. They send sms in 5days saying that the phone is fixed. So I went to fetch the phone, and the next day it freeze again, so I took it back and booked the phone in for repair again. A week later I got sms to fetch my phone. 2days and it freeze again. I am not happy with this and asked them to replace the phone. They just took the phone and send it in for repair again, what must I do now. I need a phone so I need this issue resolved, it is 3weeks that I am without a phone

I took my phone that got damaged due to a fall to Vodacom Gateway and upon enquiring, if insurance will cover it, I was advised that I did not have insurance. I reiterated that I pay for insurance, however, the consultant (I can get her name if you so wish) grew irritated with me and advised that my insurance would not cover for such repairs.

My phone was sent off to a repair center and I was asked to pay +- R3500. I refused to pay.

I queried this with Cellsure and as you can see below, I am in fact covered. I am outraged and demand a solution. It has been over 30 days and should I no longer qualify to claim it will be due to a Vodacom representative/staff member.

Please advise as soon as possible. It seems that Vodacom customer care does not have any desire to help as I am yet to get a response from them to an e-mail sent a week ago.

Begin forwarded message:

From: Info Cellsure
Subject: RE: Phone insurance query [protected]
Date: 19 January 2017 at 08:30:58 SAST
To: 'Margaret Cane'

Good day

There is insurance active on [protected] for a Samsung S4. Any other device will not be covered

NES1048918 (Active)
Product
Handset Insurance Cover (2014)
Scheme
Standard Handset Insurance (2014)
Policy Holder
Ms MARGARET CANE
VSP CustomerNo
QC139923
Contract Type
Contract
Policy Code
NES1048918
External Ref
Dealer
19261 Vodacom 4 U Garden Route Mall Western Cape
Sales Person
Insured User
MARGARET CANE
IMEI
[protected]
CellNo
[protected]
Make & Model
Samsung S4 BLACK EDITION
Purchase Date
20 Oct 2014
Inception Date
20 Oct 2014
Status
Active
Payment Type
Monthly Electronic X-Fer
Bank Profile
N/A
Debit Date
1st day of the month
First Premium
1 Nov 2014
Indemnity Limit
R 7000 (B4)
Premium
R 129
QuickSim
No
Excess Buster
N/A
Captured By
FELICITY 20/10/2014 15:09:41
Endorsements
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Regards
Vodacom Insurance