Vodacom
reviews and complaints

Good day, a contract account has been opened in my name which I called Vodacom on 21 June 2017 & a call was apparently logged with the fraud team. I was advised that the account was locked & no further transactions will go through yet you still continue to debit my account and your "customer service" team is not forthcoming. I called this morning again on 3 July 2017 however nothing was done on the call that was logged. Can you please contact me on [protected] to sort this out.

In February 2017 Vodacom deducted from my account 180K for a R149.00R per month contract.I call them the very next day explaining that i will proceed with legal action should this not be resolved the very same day.The money was reversed and a finds of fraud on that account was detected.The fraud department contacted me with a case number and a investigation to be followed with feedback.4 to 5 months after no contact from fraud department i get a letter of final demand and handover for the same payments .
I tried calling the fraud department in Vodacom, no one seems interested just rings and rings.I contacted the Subscriber Collections Department, there say i must contact the fraud department again because on the system it shows fraud but there cant assist.
He gave me a case number [protected]

Paid up account June 2015 as premature settlement owing just over R1000
Amount paid R2500-was over R1000 over the actual amount required
Refund claimed, emails sent and no response no refund
Account never closed by Vodacom
18months later (November 2016) a new amount charged to me of over R600 - I have no idea where this amount was charged from
This amount eventually handed to legal department and listed at the bureau
Collections contacted me
Vodacom still has this account opened with this amount of over R600 and after countless contact with Vodacom no one is able to close this account
No one is able to assist
My credit score negative due to being listed by Vodacom

Wow ok...
So, 2 days after laying my complaint with hellopeter(29 June 2017 as user "Moseni2"), in true Vodacom style- no response, no call, no sms, no email.
Next thing i see this morning is R232.44 deducted from my account.
No call, no email, no nothing. No confirmation with me the account holder. No nothing. Just the deduction.

Six months after they stopped debiting my account for R55 a month, after we had to make cash payments of over R70 each-today they deduct R232.
No breakdown given to me, no statement, no alert- no nothing. My bank account is in arrears as we speak due to this unknown deduction this morning

Im reversing the transaction. Its unlawful. You did not contact me before you made this deduction-after 6 months of non-deductions.
I called your call centre today- no resolution.

I'll try your complaints board an SpeakoutSabc- hoping someone will at least listen.

Thanks

Please refer to hellopeter.com for user Moseni2 for more detailed information of my complaints dating back to 2016.

Still no resolution by Vodacom. Just arrogance and bullying.

Me an my husband visit's the vodacom outlet for assistant's with the change of ownership, thirst visit on the 20-05-2017 we spend 2hours with a consultant who did not know how to do the transfer on her own her name is Tee-tee she ask an other consultant to help and he explained the process to her, after we filled in the nessesary documents she than fax it and locked a call speaking to person, she informed us that we can call after 48 hours to check on the transfer. We called customer care still the contract is on my husband's name the change never took place? then the consultant who handling our call tell me the transfer were cancelled on the same day that we applied for it we ask by who they couldn't tell us. On the following week we went back and ask them what's going on we complained about our transfer not done the supervisor of the store said she will try to help I give her my copies of the previous application for the transfer she locked a call speaking to consultant then she faxed the transfer documents till today 30_06_2017 still no transfer is been done I am dissipointed in vodacom services .

Megan Kemp at Vodacom upgrade department assisted in migrating my account, with effective date 01 July 2017. Nobody informed me that my services will be suspended on the 30th June. No airtime, no data, nothing. 8 hours of phone calls to Vodacom and many promises to call back, but nobody calls back. Megan Kemp and his supervisors promise to call back, but they all lie. So i lost an entire day, where i needed to make urgent calls, and this caused massive inconvenience. I would recommend this type of service to nobody. I will gladly take this matter to the ombudsman, Icasa, and as much portals of social media as possible.

I never was this angry or frustrated with Vodacom

I upgraded on the 25th of May 2017, no stock available
(They didn't tell me that, in fact they phoned me the 26nd of May to tell me I will receive my phone the next day - after I phoned them a few time they told me OH NO STOCK)!

Now 5weeks later they've been telling me the whole week that my phone will be delivered the next day
Gave me my Waybill no everything
Just to phone RAM to find out that my waybill no doesn't exist on their side
Phoned them back, oh no RAM will collect that evening

Same story for a whole week!

I've been a Vodacom customer for 20years, NEVER have I received this such bad unprofessional service from them

Promised they will investigate and phone me back, just to hear NOTHING from them

I have been phoning Vodacom every second day for 5 weeks!

With such bad service and NO upgrade as yet, I really wonder if I must still be a Vodacom customer!

This is ridiculous

I took out a contract with Vodacom in the beginning of March 2017 and when I received the phone I was not happy so I sent back the phone within the 7 day period. There after Vodacom replaced the phone with another phone of my choice. Since the upgrade the 1st phone that I sent back to Vodacom is still being debited from my bank account with the insurance this means I have been paying a double debit order since March I have logged a complaint but each time I call the retentions team they keep on telling me that the matter has been sent to the correct department and it is under investigation and that a refund will be done and the debit order amount will be corrected but to date 30 June 2017 nothing has been corrected Vodacom double debited my account again. This is ridicules and so frustrating.

Purchased a huawei p10 lite 19th june 2017 online and the agent was ricardo... Excellent service cos I was purchasing a product
I requested to keep my existing number which was prepaid and he said not a problem
The phone arrived 22nd june... I went into vodacom, greenacres in port elizabeth so they could do the sim swap. I said please before you do anything, I have 1000 talking points which I would like to convert and get another cellphone. The agent said "sorry you don't have any points" according to this gentleman, the online agent, ricardo, should have told me that I would lose the talking points. I said there and then, please cancel the deal. He said I had to contact the agent
Monday 26th june 2017 spoke to richardo, he was going into a meeting he would phone me back shortly
Tuesday 27th june 2017 no word from him told he wasn't in would only be back after 11am
I was then sent from pillar to post... Shahista said I could speak to ricardos manager, cougan which I did. Not a problem mam, I will get back to you shortly... Its the 30th june today and he still hasn't had the deceny to call me
29th june 2017 spoke to ricardo again... He said I must phone cancellations as they don't handle cancellations
I duly phoned cancellations who now tell me I have to pay a cancellation fee... No ways!
Such crap service I have experienced...
The lady in cancellations said that it was up to the online agent ricardo to cancel my purchase and arrange for collection.
Again, as you can see... Past from pillar to post

I have a new phone which I am not able to use
I have been debited r296.00 for a service I do not have
I have "lost 1000 points" which I have earned... Paid for

To say I am disgusted with vodacoms service is an understatement

I have had bad service with vodacom in the past... This time I am taking it further. I am not prepared to lose 1000 points

I have spoken to ricardo... I said with that 1000 points I wanted to purchase another phone to which I am entitled to

I told him I wouldn't cancel the contract if they were prepared to give me another phone

I have within 7 - 14 days in which to cancel this contract and still I have had no joy

I look forward to a speedy reply please

Thanks and regards

Cathy marsh
[protected]

Urgent!
Hi my contract is with vodacom and my debit order went of from my standard bank account. I opened a account at capitec and the woman chenged my debit order to them. I phoned vodacom several times to change it back to standard bank because my salary is still going to standard bank an according to the lady I spoke to my detail was changed back but the debit order is still not going of and there is penaltys of r100 every month that I want u toe take of for me please. I am paying my installment cash now and want u to re-instate my debit order and make sure that it goes through every month. My no is [protected] and send me a email if this penaltys is of. The agent said that I mus only pay my installment but I dont want any problems just that my account will be sorted out.

Thank you
Barend stephan havenga

I understand that there is sim swap fraud that is making serious rounds in our country. Its aimed to victimize us customers- breaching security of your sevices that customers are paying to use. However, your security measures must not rely on feeding innocent customers lies and confusing information. If you feel your question and affidavit verification system is not adequate- please invest on equiping your stsff with fingerprints scanners. That way your staff won't have to detain innocent customers through lies that the system is complicated whilst simply buying time. Because eventually some of your customers will eventually realise even if post their experience (like me)- that your system seem to assume all sim swapping customers criminals until proven by unnecessary lengthy time spent verifying-I gave you an excellent service rating for what seemed like your staff was making an effort to help me- but after reviewing ny experience i reverse my service rating to poor service. Please use finger print scanner and Rica to improve your service. Banks are using it- It's costly but worth it. Looking back to my experience I feel vindicated to consider porting to another network. Mandisi Mrwebi

I've noticed recently how my airtime is being constantly used up in a very quick manner. I have just loaded R24 vodacom airtime onto my phone and was going to covert it into data and it wouldn't let me. I've looked at my airtime balance and it's sitting on R11 already and this is almost always happening to me and I'm getting sick of it now. Constantly having to reload airtime just to get robbed of my money and I've been a loyal customer to vodacom for more than 8 years now.

I have since March 2017 been writing and calling Vodacom and indeed visited their shops at Gateway Shopping centre regarding my compliant. To this day nothing appears to have been done to fox the problem nor have I received any feedback other than they are looking into it... its now THREE months later and no resolution.
They have since last year October 2016 been charging R5 per month as subscription to their International Calling PLUS scheme. Tho they have been deducting the subscription every month the rate they are charging is still the old rate and not the REDUCED rates per their International Calling Rate table.
MY mobile number with Vodacom (I am a Red Advantage client) is [protected].
The reference number Vodacom gave me some months ago is A2-6789-0Q61HD.
Their refusal to communicate and or resolve is really astounding for a large company like them.
A disgrace

Roy Sewpersad

Good afternoon,

I trust that this will be read and attended to.

We reside in Valley Settlements Randvaal and for approximately the last 6 months both my husband and I had very little to no signal at our house. We have to litereally walk to the main road to get some reception in order for whatsapp messages or sms's to come through or to make a phone call.

Apart from this I continued receiving notifications that my data was finished yet when I looked at my data I had data - this carried on for approximately 3 days and then all of a sudden I had no data or airtime - I reloaded data & airtime and within a day my 500 mb (which normally lasts me between 2 and 4 weeks) were finished. I find this very hard to believe.

Is vodacom busy robbing us of airtime & data?

What is the problem with the signal? Should I think of changing to another provider or is vodacom going to do something about it?

Regards,

Madelein Killat
[protected]

Good Day

Hope someone will respond or take actions this time around, I'm based in Dawn park Ext 7, Boksburg Eastrand of Gauteng.

Its been years now but we still experiencing the same problem of Network connection specially in Ext 7. Other service providers have responded to the complain of their customers and I'm not prepared to be changing network as I have been using Vodacom for over 20 years but so far I'm not happy now with the service been provided its been over 5 years since most of us have been raising this complaining as we have notice there is no pole connections from Vodacom in that area around. Can we please have someone to take actions.

Regards
Nhlanhla Twala
[protected]

When I did a upgrade in October 2016 I specifically requested at the store(Cellucity V & A) for a Top up package having learnt from my initial sign up with Vodacom 12 years ago about my horrible experience with overcharging of Data usage. I was assured it is but after the promotion Data offer of 10gig a month since November 2016, and ended in March 2017, I suddenly saw I only received 500mb data and it obviously ran out very quickly. For the 3 months I had to endure excessive charges for Data usage and although I paid my account as per the statement s/invoices received No Arrears were reflected., but when I battled in these 3 months to change my package to a Top Up, both in store and online I was told I can't coz an arrear amount reflects, yet nothing on my Statements/ invoices.
I finally got a customer service person that assured me it was after all the attempts for months. This will apparently happen on 1st July 2017.
In the meantime today my service was disconnected and I was obviously forced to pay the arrears, which I did at 3:30pm(28 June 2017), and received SMS confirmation that payment was received, but yet no re-connection done. When I made several attempts with account department I was everytime referred to the voice prompts that I will be called back, only to learn from dailling the 082111 number that accounts close at 5 pm and I will have to wait until tomorrow morning they opened at 8am.
This is a utter disgrace, that they won't give you a minute grace to disconnect your line but will take 12 hours to re-instate your line.
Surely you would expect an after hour emergency service as my line is a business line and I'm dependent on continuous service.
This type of bureaucracy attitude by Vodacom is really unacceptable. One would expect respected and diligent service from a customer service provider having been a loyal customer for what could be deemed a decade of loyalty on a customers side. However it will appear one is just another number and that Vodacom forgets if it wasn't for their customer base they would not be in business.
I have seriously given enough of my loyalty to Vodacom with no return of respect and will definitely consider canceling my 4 contracts with Vodacom.,
Denzil Stober
[protected]

On 2017-06-06 I handed my cell phone for repairs at Vodacom shop Tygervalley. On the following day I received a message stating that my handset requires a higher level of repair and has been sent to Jhb for further assessment. On the 8th of June I received same message which I received a day before. This is my second year with this contract phone and I do all my banking needs with it so it has both bank apps I need. Having no phone was a disadvantage to me let alone that I am still paying for the handset. So I thought I must go to the same store and ask for a loan phone. I got a small phone which is Samsung GT-S5301, which can not do all I wanted but yes I can receive calls.

When I handed my phone I had a glass screen protector which I bought from Vodacom store for R250 and I asked them to back up my data I will pay for that. On 2017-06-12 I got a message now saying my handset is currently in QA check required status. Then I thought yho I will get my phone maybe after three days and on the 15th of June I am going to East London. So I called the store and asked them to send the phone to any Vodacom store in East London because I will be out of town till July and they agree. On the 13th of June a message came stating that my phone was dispatched from Jhb to Tygervalley. On the 21st of June an email came telling me that my phone is ready for collection in East London.

On Thursday 2017-06-22 I arrived at Vodacom store East London to collect my phone. I gave the loan phone back after I took out my sim-card. The person who was assisting me switch on my phone (suppose to be repaired) after inserting my card I saw that my phone is without a screen guard and when I asked about it, I was told I must take it with to the people who received my phone at Tygervalley. We both notice that the phone is still doing the same thing I asked them to fix, in other words my phone was not repaired at all after waiting two weeks for it. So I had to book the phone back and loan phone was given back to me. I find it difficult to understand why must I be handed a phone not fixed as it was there for that purpose. So someone kept my phone for two weeks somewhere and just gave it back to me as it was. Now my new job number is [protected] and same process of waiting and receiving same messages again. I feel aggrieved by this and Vodacom is wasting my time. Three weeks of June month I am without this handset which I must pay for.

On the 23rd of June I sent an email to Tygervalley store informing them about this and inquired about my screen guard. There was a reply asking for the new job number to follow this up. Ever since then nothing was communicated to me which makes me believe there is nothing going to be done about this. On the 27th a message now says my phone is being sent to East London. How do I deal with this because I feel that Vodacom has wasted my time and my resources, I must drive another 50km to fetch my phone.

I have logged two requests for a call back and have received no response in more than two weeks. In March I contacted your help desk to find out when my Tab contract would end and was told that it would be on the 5th May 2017.
The operator tried to sell me a further data contract of 2Gb per month. I told her that I did not need any data as we get 200Gb per month at +60gbps via fiber optic line to our premises. At the beginning of June I found out that I had a further 2Gb data on my tablet and discovered that you had withdrawn a further payment from our account for that. This is against my express instructions that I do not wish to have any further data from Vodacom!
Please note that we have blocked your access to that account and have reversed the withdrawal made at the end of May for which you had no permission from us.
The Tablet card number is [protected].
Today I phoned to inform you of this matter only to be told after a lengthy explanation of the problem, that your system is down.
If your service continues in this vain I will withdraw all my dealings with this company.
Disgruntled,
Paul Young

RE: EC-0CRX-4Q8DOL REF: [protected]

It has come to my attention that another line was added to my Vodacom (cellular service provider) account, without my consent, authorization, or request. I phoned Vodacom Customer Care and I was told they will need a copy of my ID and an affidavit so that they can investigate this. I acquired and sent these documents the very next day.

Since then I have contacted Vodacom at least three times to find out what the hell is happening with that investigation because I haven't heard anything. Yet, I get SMSs (attached image "SMS Received.jpg") from this provider telling me that a debit order has returned and that I should go make payment. I went and reversed that debit order because I did not add that line to my account. But with it having "returned", I am wary that they will block my account from use. I warned that if they do that because they are not doing theirjobs, and not investigating, or not handling this matter, then there will be hell to play...

I have emailed four times already, the way I was supposed to email things, but have not received response. On Facebook they keep telling me once they receive the email, they will contact me, yet I have proof that the emails have delivered and were actually read as well. See the entire conversation with dates and everything of each action taken and messages on FB, in the attached image "FB Post.jpg". I have even multiple times asked what their procedure is to add another line to an EXISTING account, because I am quite certain that their process is less security-conscious when that is done.

What I need here is that they do their damn job, resolve this rubbish that I didn't apply for, and for which I will not pay! I need it resolved, removed, and I need them to make a note or something that I will PERSONALLY walk into their shop to add something to my account should I ever need it. Also, I will provide ID, driver's license, or whatever else is needed when I do that - and because I am right in front of them they will be able to see it is me.

This is fraud!