Vodacom
reviews and complaints

I'm complaining about Vodacom service
It's about twee week and three day's I'm still waiting for my phone to be delivered because Vodacom's personal call me and asked if the colour of my phone is black but I made it clear I wanted a gold one and my order I selected the gold colour too and they called me back and asked if I ordered is in black I said no and the lady cancelled my order didn't change the order and corrected it no she cancelled is and didn't ask me or told me she did it so I waited a week for my phone and Vodacom called me today (2017/10/17) to confirm that my order was cancelled on the number they called me I said no I'm waiting for my phone a week and three day's and no one called or told me my order was cancelled and then I placed my order on (2017/10/06) Vodacom send me a SMS that my order was put through and someone must call me back for the security details and confirm it is me that placed the order and I waited a week and no callback so a called they and the said I chose the option to be called back but I didn't chose the option and now it has been two weeks and now I must wait one more week because today (2017/10/17) then Vodacom called me the lady said she will fix the problem and call me back and I'm still waiting not not knowing if my order is really correct and my phone is on its way to me for which I must wait one more week to be delivered to me if it is really correct this time!

I am waiting for years for money that was unlawffully deducted from my account, they also cut my phone, and I had to borrow expensive money on my credit card to pay the arrears with interest, I followed several routes but still sit with the loss of money without any sevice or help from vodacom
This problem is coming from 2009
I had several new contracts and paid everything I owed them
I am still a vodacom customer, I give them no problems but vodacom refuse to give me back money they took
In approximately june 2009 I applied for a contract and vodacom declined the application but activated the contract as if their was a contract although I received nothing in return
At first I report it as fraud but after the fraud department investigated it they realize it was the declined contract [protected]
I never received any service or device I never had that number allocated to me but paid all your deductions, if I dont pay you just frozed my other lines
I visit several consumer stores but nobody could help me, in bloemfontein mall the lady said I cannot cancel because there is no contract
I paid the
1st payment invoice b775937354 1026.04 on 3 june 2009
2nd payment invoice b750998095 800.00 on 3 july 2009
3rd payment invoice b751103697 800.00 0n 3 august 2009
4th payment invoice b751209658 800.00 on 3 sept 2009
5th payment invoice b751315856 800, 00 on 3 oct 2009
6th payment invoice b751421436 800.00 0n 3 nov 2009
7th payment invoice b751525229 800.00 0n 3 december 2009
8th payment invoice b751626850 800.00 on 3 january 2010
9th payment invoice b751726691 800.00 on 3 february 2010
10th payment invoice b75172669 800.00 on march 2010
11th payment invoice b720879384 800 rand on 3 april 2010
12 th payment invoice b721086124 800 rand on 3 may 2010
13th payment invoice b721289721 800 rand on 3 june 2010
14th payment invoice b721490867 800 rand on 3 july 2010
15th payment invoice b721690584 800 rand on 3 august 2010
16th payment invoice b721889794 800 rand on 4 september 2010
17 thpayment invoice b722088559 800 rand on 3 october 2010
18 thpayment invoice b722287003 800 rand on 3 november 2010
19th payment invoice b722485307 800 rand on 3 december 2010
20th payment invoice b722683924 800 rand on 3 january 2011
21th payment invoice b722882641 800 rand 0n 3 february 2011
22th payment invoice b723080889 800 rand on 3 march 2011
23th payment invoice b723278263 800 rand on 3 april 2011
24th payment invoice b723475414 800 rand on 3 mei 2011
25th payment invoice b723673253 800 rand on 3 june 2011
26th payment invoice b723871178 800 rand on 3 july 2011
27th payment invoice b724068682 800 rand on 3 august 2011
28th payment invoice b684597307 800 rand on 3 september 2011
29th payment invoice b406079081 800 rand on 3 october 2011
30th payment invoice b174088073 800 rand on 3 november 2011
31th payment invoice b174976814 800 rand on 3 december 2011
32nd payment invoice b175858079 800 rand on 3 january 2011

The fraud dept said it was only a misunderstanding
The service provider said he sent a mail to vodacom to sort it out, he came to my home 3 months after I handed the case to the fraud dept when the contract was running 3 months and offer me all kinds of presents, wich I refused
He again phoned me to offer me 8000 rand which I refused
This matter is still not resolved
Vodacom took all above moneys even though they knew the contract was declined

I would like you to pay the money back in my account absa [protected]
Absa cheque mjc jansen van vuuren, it is the same account where you deduct my running contracts, please consider reasonable interest as my money was in your bank account
I hope we can sort this out in the same manner I always paid my account
Regards
Martina jansen van vuuren

I was called by the call center and offered a Wifi Router with 5 Gig anytime data and 5 Gig night time date. I wasnt happy with it so I called and had it cancelled and picked up on the 22/9/2017 at 12:30. V2P0075618.001
They said they will send me a message. Never happened. So my debit order bounced. An I called the 2nd of Oct to resubmit (ref16863596) they said I must call back in 3 days. Thursday I call back. The lady says it shows it is paid and the next amount will be R1300 on the 1st of Nov. I asked but why the wifi and number was not cancelled she will call back at 19:00 that night she did. The VP number was never logged so not cancelled. She will fix it. So Fri the 6th I get a sms from Vodacom my account in arrears but she said it is paid. So i call again here a ref (1/[protected]) I spoke to a guy he then logged it for payment on the following Monday. I still got smse and called again the lady then said that it was logged for a cash payment not a debit order, and the last one (1/[protected]) she said the wifi still show i mean for crying out does anyone do their jobs there? She then logged for debit order for yesterday Monday 17th Oct. Saturday the 14th a payment goes of my account R707 Vodacom Ref [protected] and it deducted from my money which I had in my account. This morning I get another sms from my bank 4;56 that you deducted again R707 Ref Vodacom [protected] and off course it does not go through because it has been paid allready. So my bank sends me a message for failure of payment and I get charged R100 for the unpaid debit order. Which reflects badly on my name! I want this account to be sorted and I have been with you guys for over ten years and never experienced such bad service from you. I will be moving my account over to another service provider because i have lost all my faith in your service and products.

Please let me know what the heck is going on with my account and why you debited 2 x times.

I have contacted your retention department I stop my contracts. They said I can only cancel if I pay the amount of R8100. Which I paid. I asked to change my number [protected] to pay as you go. As I resigned and no longer can continue with my contracts, they have never followed my request. They kept on sending me my monthly account. And I stopped using the phone as I thought they have done the job. I have now received letters to pay as I will be blacklisted due to Vodacom staff not doing their Job. I am unemployed which I told them. As your call are recorded. Please listen to your tapes. I am not in the position to pay the R1900. Due to Vodacom staff incompetence.

I have had enough with vodacom now! I changed my debit order date due to only getting paid the 7th... The debit order went off on the old date and i had to pay the arrears, Secondly i get the payment made with the arrears which is not my fault but vodacoms, Here comes another debit order through of R849.01 because apparently my account was not paid in March and April, which please tell me how this is possible if it is a debit order, Costs me R180 to go into the bank to get a statement for March and April due to the fact 180 days statement does not go that far, Get an email and i will be charged R572.01 because now apparently you get charged to change a debit order date, with all this crap i have lost R210 due to bank charges because of VODACOM.
When does justice come in and the client gets paid back the amount lost due to their incompetence? I want my money what i had lost because of Vodacom back into my bank account! My normal subscription payment is only suppose to be R287.51...

My account I2930214-3
Every month I am sitting with the problem that your accounts department doesn't allocate my payment I make a eft straight after that I mail the proof of payment and still every month I get phone calls about payment... Wanted to do a Sim swoop on the 11th only to find out again that vodacom didn't do the allocation.. I am sick and tired to sort out my account every month and vodacom labeling me as a bad account holder with payment... I need you guys to send me a mail not phoning me I want it on mail how you going to sort this [censor] out cos I fed up with your bad service... [protected]@gmail.com account i2930214-3

Good day
I would like to know what vodacom is going to do about the extremely bad service and reception in the kriel area.
I have been complaining for weeks and weeks with nothing being done.
Vodacom has been bragging about the upgrade in the area from the 1dt of october 2017. Bt needless to say the service has deteriorated to scuh an extent that I cannot get a call logged as the service is so poor.
I called 17 times on the 13th of october 2017 to log a compalint but the connection is not long enough to finish the call.

This is unacceptable. How do you expect us to run a business with such bad reception!

Please address the issues with immediate effect.
I need to get feedback from vodacom on that will be done.

Awaiting your positive and speedy response.
Regards

On 04 July, I submitted a cancellation letter to retentions.[protected]@voadcom.co.za to convert my cellphone number to prepaid. Which to my understanding I need to give Vodacom 1 months notice. Which in theory my contract should of been converted to prepaid on 01 September.

On 02 September my contract was still active and raised this with Vodacom Retentions department and was told by the consultant in no uncertain terms "You cannot send a cancellation letter, you need to call Vodacom" cancellation letters are not a form of cancellation and not accepted! Seriously? What kind of business is Vodacom running?

I then proceeded to contact the CEO directly via email and was emailed by Riael Salomon, Executive Client Liaison Officer, Chief Executive Office
no apologies, had to ask him for an apology for how my query has been handled, it has been a back and forth for more than a month since my call on 02 September "The response was we will credit you AS A GESTURE OF GOODWILL" really! How difficult is it to convert a Contract to Prepaid?

After requesting a senior manager to contact me "2 Emails sent to Shameel Joosub" the CEO no one has bothered calling me!

Call "Vodaworld" and ask to be put through to the CEO's office and get told "Unfortunately we only have an email addresss" Seriously!

Shows blatant disregard for an instruction from me!

What more can I do to get this issue resolved? I am on the verge of delivering a lawyers letter to Vodacom and will see you in court.
and taking my complaint to the ombudsman.

This evening 13 October, I received a Cellphone Bill for R6885!

No one gives a damn, so I am stuck with a contract that Vodacom does not want to cancel!

I have lost out on a Corporate Deal with another network because of Vodacom and their no care attitude!

Good day

Someone called my wife and then sent an email saying they could not talk to me . Now what ? What happens now after telling me they called me . This is now three months ? Please came and fetch your router and simcard and refund me as you promised . Cancel this deal that you admitted on the phone was your fault so that I can look for a new deal . This is really getting out of hand, it was supposed to be seven to ten days from the call I made to Vodacom, it is three months now . Olease come and fetch your stuff .

Regards
Louis
[protected]
maggie
[protected]
From: [protected]@vodacom.co.za [mailto:[protected]@vodacom.co.za]
Sent: 28 August 2017 07:10 AM
To: lg.[protected]@gmail.com
Subject: Re: Report a Scam email Ref: 0027~7V0Y

Good Day Mr Parkin,

Thank you for your email communication.

Kindly be advised, I have escalated your to the back office in order for the quality assessor to retrieve the call and listen to it.

Once they have listen to the call, feedback will then be provided to you.

Regards,
Wilhelmina Gaffley

Customer Care
eService Team

i went to Woodlands Vodacom to get assistance with putting my email onto my cell phone, this was the 5th sept. He succeeded in locking my account. I was going overseas that night and needed my email. I had to open a new email acct with icloud.
When I came back I went to Menlyn Branch. In the branch I was referred 4 times, eventually getting someone called Tebogo, he had a name tag that confirmed this. he logged a service request and gave me a reference number, he said I would hear something within 7-14 days, after 2 weeks passed I called again. The person at the back office said no one knows Tebogo. This guy was in the branch with access to the systems, and no one knows him. Eventually I asked for the manager. Zoe was standing in that day, she actually listened to me, and got back to me with a solution that she had sourced. she told me to call the Customer service number to log a request. I called, told the guy what she said ie. I must ask for the alias of my email to be deleted. he said I will hear from someone in 24-48 hrs, Unfortunately this deadline passed. When I called the customer case no. I was put through to the Solutions dept, the phone was put down in my ear. I called again, the agent at slns said this request had been logged as a "set up", not what I asked for, secondly no one had had the case assigned to them yet. What happened to the 24-48 hr sla I was told? I am now holding on the line while the slns agent, a new one, tries to get the case assigned. The irritation, frustration, cost of calls that this has caused me is huge. I am totally disappointed with Vodacom, when the call was answered in Menlyn the cons said "how can I make you smile?"-I would like to be assisted, that will make me smile. I am desparate, please help.
The two ref nos I have are: ec-zmc322shh. With Menlyn- Tebogo
[protected].
The agent just came back to me and said I must open a new acct. I will not be able to use the old email address unless I delete the alias. She is now calling technical again. App they are not answering her calls.

Good Day,

I contacted Vodacom Customer Care 11/10/2017 at 14:55 to have a 1gb @R79 x 30 days, loaded onto my number and I request to be transferred to the data support.

Only to be told that I cannot be transferred to the department as they do not take calls and are only communicated with via the customer care emails.

I have done this for the past 3months now, where I call and get transferred to data support and have the above loaded.

Now I speak to the utmost UNHELPFUL "TEAM LEAD'', Neo Padisho. I explained to him/her what I have done previously and requested to speak to someone who can help and was simply told that no-one is available.

I suppose that Neo has the entire company's' staff whereabouts at all times, seeing as Neo knows that no-one is around to take a call!

I requested to speak to someone who is senior and available and again was told that NO-ONE is available. I was told to leave my number and that someone will get back to me, no faith in that seeing as he/she could not get anyone on the line when I requested, how would I even get a call back.

So, I now assume that Vodacom is run by NO-ONE but junior staff that are not willing to even make an attempt to assist.

I want an answer to the following:

1. Who loaded the 1gb @R79 x 30days on my number
2. Which department was this loaded from
3. How is it that 1gb @ R79 x 30 days was loaded and now I am unable to load.

I have emailed the senior team lead/ manager within the hour and to date have no response.

I await your urgent response with a resolution.

Ruvern

Firstly out of bundle data are being deducted and I have more that enough available. When I phoned in they logged a request just to being phoned that night at 10pm that they want to help me with a sim swap. I told them I did not request this and they put the phone down in my ear. Then today I got an sms I have to re-register online? My 2nd data contract I wanted to add on my profile and the sim that is allocated to the number is not correct for fun I tried the previous pre paid no and that one worked but Vodacom took it and cut it up when they gave me new one! And then where does the data go that we pay for and dont use and why do they charge extra data when we have enough available. I have had it with Vodacom people is not assisting and dont know what they talking about the last operator said the sms is to migrate my account ? Phoning them does not help and the app shows I have lets say 400 mb left of 1000 but I only get 500 in a month what the hell is going on. It seems to me they are scamming people left right and centre.

Vodacom is taking 2 devices money from my Invoice and I have upgraded on 21-04-2017 I they explained that for 3 months I must still pay for the old device but I'm paying now for six months and they also made my next upgrade date for three years and not two as agreed on My reference number received by them is [protected] Vodacom does not resolve my query and want them to credit me back up the old device and correct the upgrade date to two years.

I am wanting to upgrade my phone and have been waiting for the October deal booklet to be made available since the 8th of October.
The specials option on the new website keeps on changing and sometimes doesn't even give you the option to select.
When trying select the brand filters, the page hangs.
When opting for live chat, it indicates "..something went wrong...".
I have requested call backs, but have had none yet.

The resolution:
-Don't deploy a new website if it has not been tested properly

I upgraded in February (after serious consideration to not bind myself with a Vodacom contract again and go to another service provider) but eventually decided to stickwith Vodacom. New phone means -a new sim card right... Well, this was apparently the start of all the "fun and games" (Not that I am laughing - but someone else obviously is)..
1. Anyway, on the 08th of May 2017 two "illegal and unauthorised" sim swaps were done on two of my numbers (17h40 and 18h50 - Inbound call centre) . 09 May 2017, another sim swap was done (17h05 - Chatz Cellular Agent No 45374 - Dealer Name Daniel SK01 - Action on Vodacom record reads" Order subtype: SIM Swap Delay" - created by MARSN) My business comes to a halt because clients cannot get hold of me - so, my frustration reached the 7, 5 on the frustration bar. Then, after almost four days, travelling up and down from work and back, spending valuable time trying to sort out Vodacom's incompetence and "fool proof" security verification processes, my phone was working again.
2.10 May 2017 - My mother who is a pensioner and lives in another province, had to get a Taxi to town to visit a vodacom shop. Besides the fact that she was first treated as if she was a hinderance to the person who initially attended to her, someone else assisted and she had to spend another R35 for a new sim card - yes - Vodacom's issue - but we must pay for a new sim card. Later the same day, my mom's phone was back on again - and she was able to gain access to her complex. Her cellphone is the "key" for access for herself and guests - and she had to request a special remote for access to her own home for the few days that her phone wasnt working,
3. On 25 August at 15h07 another illegal sim swap was done. I was out of the country and could do absolutely nothing about that. Although i didnt use my SA phone for telephone calls, i used it for banking etc - and - for about a week i had absolutely no use of the phone.
4. 10 Sept another illegal sim swap was authorised - at 18h30. Again - 2 days out of work - driving up and down to banks - Vodacom - banks etc - When i arrived at Vodacom Tygervalley for the second time the same day, one of the young ladies recommended that i request to "flag" my number (this simply means they put a pop up message on your profile that shows "Do not do sim swap"). This was all done - and she recommended that maybe i should now buy a new sim card (again - ?) Anyway, i bought another sim card (spend more money that was not necessary)
5. 10 Oct 2017 - Well, how surprised was i to have our bank account "cleared out" and the sms confirmation went to "any of my previous sim cards" - as it definitely wasn't sent to my cell number. I immediately saw the transaction on my bank statement and called the banks' fraud dept. I drove to the police station to open a fraud case, and thought that the couldnt get any worse.The next morning i was the first in line waiting for the bank to open - and whilst i was a the bank - i realised that there was a problem with my phone - yes - again! I spend hours and hours - back and forth - police station - bank - vodacom - bank - to try and resolve the missing money issue - but now - i had to resolve my phone as well. I called customer service about 11 times - about 6 of the 11 times, the phone was cut off - "we are experiencing high call volumes - blah blah blah". So, back to Vodacom store - and guess what - another TWO transactions done - one at almost exactly the time that the fraudulent bank transaction went through - (10 Oct 2017 @ 18h11 at Game Lichtenburg - Dealer Id: GO360 - Created By: MosesT @ 18h06 - status changed at 18h11) and the second one 11 Oct 2017 at about 10h00.
I am at a complete loss for words - My first question to Vodacom is - what about all the security checks and verification processes that have been implemented? You clearly have this one down to the "t" - I fail to see that your well developed security system is "staff proof" - and i absolutely believe this is a scam/syndicate within the ranks of Vodacom. I am no longer willing to be part of this corrupt system, my contract has just recently been upgraded - but Vodacom - "The person that you have scammed is no longer available for you to abuse" Beep!

In the second week of August 2017, I did an online upgrade to a Samsung S7. The got the phone very quickly but soon realised the phone was faulty as immediately the phone would heat up when charging it and the battery would run down in a couple of hours. I contacted Vodacom to have the phone returned and they advised it would be collected the following week. It took another call, but on 23 August I was told to email [protected]@likeminds.co.za at Lennon sent me an email with a ticket number and told me the phone would be collected.
On t28 August I emailed Lennon again to advise him that RAM had not yet contacted me and he told me to contact them myself. I phoned the number he gave me and was told they would get back to me. On 30 August I emailed Lennon again, but got no response.
Eventually in the 1st week of September RAM collected the phone
After a week I checked my online account, and the phone was still showing on my records, so I called and spoke to an agent who promised me it would be resolved in 3 working days and gave me my first reference number [protected]. I waited another week and then checked on online account and there was still no change. I have called a few times and spoken to various agents and someone has even called me after I responded to the SMS saying my issue had not be resolved, but nothing has changed. I called last Thursday, 5 October again, and the agent advised that the phone had been returned, she apologised for the mix up and promised it would be resolved by the weekend. That reference number was [protected]. I thanked her, and paid my account which was R551.49 on both the website and the invoice I received. On Sunday, 8 Oct I received an SMS stating that I had short paid my account. On Monday, 9th October I received an SMS thanking me for paying my account, yet when I log on today, it shows that my account is in arrears of R195. It is also showing me that my October account is R7032.09 as you are charging me R6520.80 for Equipment - Balance of Contract! For what phone? The one I sent back to you as it did not work?
10 October I spoke to Frida who apologised for the terrible service, confirmed that my account was not in arrears, gave me another reference number [protected] and assured me it would get fixed and today it is still showing as arrears! Lennon from the vadmin email address (supposed to be an escalation) finally responded to my email and told me that I must contact the accounts department! What should I have to phone anyone else to sort out something that has taken Vodacom more than a month to sort out.
I am at my wits end and do not know what to do. I have no idea what to do anymore and no one helps and even when they say they do, they don't!

I have been receiving emails in regards to one of your customers accounts since 2015! I have tried contacting vodacom directly but considering I live in the united states... I am not going to be paying to call south africa! I have on several attempts tried to reach the company via email to remove my email from this persons account. I should not be receiving someone else's private account information and when they respond they just want more of my personal information! There is no unsubscribe option at all! I do not want these emails any more... This is highly unacceptable and incredibly inconvenient and irritating. I want my email address removed from your customers account/database!

I sent Vodacom multiple emails to multiple email addresses updating business banking details on the 10th April 2017. I completed their form, sent my bank statement, send my letter on a letterhead, sent my ID. As of the 11th October 2017, Vodacom has still not been able to activate my debit order instructions. Today Vodacom decided to suspend my account without notice, due to 'non payment'. Why I ask? They say because the debit order instructions are still not activated on Vodacom's side. How dare Vodacom suspend my account when the incompetency is on Vodacom's side. Every month I call to inquire why the debit has not gone through. Every month I get a different excuse. Every month I pay what's due manually by EFT. Every month I'm told the next debit will go through. Here I am 7 months later, and still again today, Vodacom tell me there's no debit order instruction valid for my account. I have just spoken to Mampale who was introduced to me as being a Supervisor at the business call centre 082111. Mampale has reassured me my services have been removed off suspension, she said they will debit my account with 2 month's due next week Wednesday 18th October, and then on the 25th October, the monthly debit order should operate. I have told Mampale that if the debit order does not go through on the 25th of this month of October 2017, as instructed repeatedly during the past 7 months, I will close my account with Vodacom instantl

I am currently unable to access the *111# menu. I have been trying to phone Vodacom on 111 and I have been cut off for the 4th time now, 3 times yesterday afternoon 10/10/2017 at 16h30 and and again this morning 11/10/2017 at 08h45. In their voice recording they asked you to hold on at the end of the call to rate their level of service but there are no service. Both my data and airtime disappeared. This is the 2nd time this has happened and I'm really getting irritated with this situation. All I wanted was to talk to a consultant, explaining the situation and to hear from them why we are experiencing this problem and how they going to solve it. Apart from the bad service I also get text messages from Vodacom whenever my data is close to run out or has run out and this will happen usually at the early morning hours of the morning when a normal person is supposed to sleep.

I got a new phone from Vodacom 4 U The Glen on 28 September 2017, i spoke with a staff member by the name of Lorenzo, he proceeded to tell me about how much better Huawei is than Samsung and the whole story... the bottom line is that Lorenzo told me that should the screen break, i can go to Huawei and they will fix the phone while i wait or i stand a chance of them replacing the phone... I accidentally dropped my phone on the 1st of October 2017. On the 2nd of October my boyfriend took the phone to Huawei Melrose Arch and they advised that no Huawei fix the phone while you wait and its a 21 day waiting period, the next day my boyfriend then took the phone back to Vodacom and the manager Tebogo advised that he would get my phone checked in asap and will keep me posted. I then applied online for Huawei to come collect the phone for my screen repair as everyday for the past 9 days i phone Tebogo he advises me that they will collect my phone for repair that afternoon or the next morning...
Today is the 10th, i called Huawei and they advised that there is in fact no request for my phone to be collected at all on their systems...
I went to collect my phone today and Lorenzo basically told me that he said "in some cases they replace the phone" but he agreed that he said the screen will be fixed while i wait.

This is not the 1st bad experience i have had with Vodacom and i am disgusted that no action was taken upon Lorenzo as well as the fact that the manager took no action and lied everyday when saying my phone will be collected from the store and fixed...

Can ANYONE at VODACOM help me or take action...

Please understand my frustration, i get a brand new phone and now its being sent away for upto 21 days, besides the 9 days that Vodacom has now wasted.
the screen repair was one of my deciding factors in the purchasing this phone...

When does Vodacom take responsibility for their staff's actions...

I had 5 contracts with Vodacom and i am cancelling each one because of the way i get treated by Vodacom staff.

Its horrifying that they consider themselves service providers!
WHAT SERVICE?