Vodacom
reviews and complaints

To whom it may concern

Yesterday I was called by someone from Vodacom regarding an upgrade to my contract, shortly after the conversation I found out that I could have gotten a later model at more or less the same amount. Wich was disappointing for me cause the gentleman I spoke to told me it would cost +/- R400PM. I emmidiately called the number back and after holding for a very long while the calls would then get disconnected.
This is when I thought of calling vodacom customer care. The 1st person I spoke to just put the call through in spite of me telling her of the problems I was having getting through to that particular department. Needless to say I had the same problem.
The second time I called vodacom customer care, I specifically asked to speak to a superior, I know why I wanted to speak to a superior but miss clever decides to sort me out herself and eventually dropped the call on me.

I called the third time, and the third consultant did call the manager who was then to busy to attend to my call.

Needless to say I'm extremely disappointed with the service I received from vodacom yesterday afternoon. It is my first time to encounter a group of arrogant and unhelpful bunch of consultants. It's one thing to encounter one such individual but when you come across a number in an organisation you begin to ask yourself whether this is the culture of the organisation and what the organisation stands for.

Not that I needed to explain myself, but the department that they were referring to has the same operating hours as mine and I know that I would not have time to attend to this today. I chatagorically asked them to leave a message send an email on my behalf and all your consultants said they can not because it is a different department. Which I find ludicrous.

Your personel are not interested in assisting clients and seemingly they have never heard of going an extra mile. As long as a query has nothing to do with their own department, you as a client can go fly a kite.

I also find it disturbing that your personel have a right to drop a call while a client is still speaking, and this was done by someone who had now gotten me so irritated and instead of giving access to her superiors as I requested at the very beginning of our conversatio, she had the supremecy to decide not only to deny me access to someone who I assume would have more decision making power than she does but to end the call that I made,

This is a second time I am having a problem with Vodacom on a service level, at the beginning of this very contract my husband was iltreated by a vodacom employee in montclair, nothing came of that.
3 calls, 3 different consultants and all 3 a complete waste of my time.
I've been with Mtn for so long and I have never been as angry as I was yesterday. I have dealt with many other service providers but I never encountered the level of diservice and arrogance that I experienced from Vodacom people yesterday.
I got so angry I wanted to cancel the contract emidiately and true to the nature of Vodacom employees I found another arrogant employee who did nothing to help the mood that I was pushed into by your employees.

To save me from such bad service please cancel my contract as soon as it expires on no [protected] and the upgrade that was done on this contract must be cancelled with emmidiate effect. Maybe working for Vodacom is the best thing that ever happened to your people but I regret the day I completed a contract with Vodacom.

Carol

Good morning
I've got a complain with a customer support centre for Vodacom
I'm Vincent Oscar baloyi I'D number [protected] I've got more than 5 accounts with Vodacom, this morning around 11 AM I spoke to the lady called Zamasiwe Ndamasi who was supposed to help me to unlock my number, unfortunately she refused to do so by telling me that she can't help me because I can't remember the reason why I lock the phone, for the fact that know is an issue to lock and unlock my accounts, for that reason from November this year I am going to cancel all my contract with you guys cause there's no way I will pay my money to be controlled on how must I used my accounts being a costumer for Vodacom, I've been a customer for Vodacom for more than 10 years but unfortunately I cannot tolarate being mistreated with a bad attitude.

On da 12th at 11:50 I received an sms saying da my data is less than 270 mb while my fone was just sitting idle on da table, with da next 20 minutes I received another sms telling me I have less than 18 mb, I called vodacom bcoz I wasn't using my fone on why data is getting depleted while I'm not using it Mpolokeng gave me some funny excuse dat background apps r running and what I was surprised by this explanation as this has never happened before for da last 15 months, I changed da settings to what he adviced me and bought another data bundle and switched off my fone this morning I woke up to find a stream of sms's telling me my data bundle has been depleted.. I am interested to know how vodacom will explain this one.. If this how vodacom does their business I will gladly cancel my contract at da end of July and go back to my previous service provider at least there I can see where dat was going bad connection and all... Bcoz this is a case of us being reaped off by vodacom and your staff is abetting in this.. my number is [protected]

I have had a cellphone contaract with Vodacom of which I signed up with at the Boulders Mall, Midrand since May/June 2017 and being debited each month without fail. My phone got damaged, and as I was also paying for insurance, I enquired to aither get my mobile phone fixed or replaced. It was the LCD of the phone that needed reparing and at the branch I opened the contract at did not have a repair service I was referred to look for other branches that do. None of the other nearby branches did contract phone repairs. Went back to the branch & was then advised to rather go to the police station to claim it as stolen/lost and have affidavit done & was provided with a ITC ref. number thereafter. Submitted a form I was asked to fill in at the branck and had the affidavit attached to be referred to the head office for further approval and other proceedures. It has now been over 4 months since all that was done. each time I call the consultant who I had my contract opened with, I'm lie t o and given excuses & the run around. I'm always told a manager or the consultant (Lucky/Luckson) will call me back with feedback and it never happens. When I ask Lucky/Luckson for a manager he fobbs me off with empty promises & lies.

I have tried contacting the branch but not getting through to the direct department or people.

The ITC ref. number I was given is: [protected] for Blacklisting order on MSISDN for my registered cellphone number [protected].

Lucky was in charge of my case from the beginning and have always called him for updates etc of which to date has done nothing about.

Please help me as I am frustrated now knowing that I am debited each month for a devuce I do not have. I use a burner phone as I cannnot purchase another phone knowing I have a contract and have been waiting for the replacement phone I am still paying for but dont have. The model of the phone was a Samsung A5 2017 model and during the process was promised I would be provided with the A7 model as the replacement.

The shop I opened my contract with is situated at Shop No. 26, The Boulders Shopping Centre, Old Pretoria Road, Halfway, Midrand, 1685 (My last call to them on the 04/10/2018 claimed they had moved to Mall Of Africa).
Their email: Vodashop.[protected]@vodacom.co.za
Their tel: [protected]/ [protected]

Please help me resolve this and have my case escalated and resolved.

My name is Tirego Murial Maruma. I live at Kew, 2nd street Glenhurst Complex, Unit 136 in Lyndhurst 2090.

Cell: [protected]
Email: [protected]@yahoo.com

Many thanks.

I cancelled my fibre line on 04 September and it is now 11 October and my line is still not cancelled. I called on 04 October to confirm that the cancellation was to happen on 04 October and was informed that it has to be escalated. I asked if I was going to be charged for October service and I was promised that I would not be charged for October service. I have now received an invoice for my fibre to the amount of R711 dated 01 October to 31 October. Why is this happening? nobody in the Fibre contact centre can give me a straight answer as to why the line is still active and I cant get to speak to the manager... what bad customer service is this?

Thay installed my Fibre on the 8/10/2018 and it is still is not working I logged a fault the same day with no response I escalated the fault yesterday and still no feedback thay installed the Nokia router..
S/N:M021731ALU00263949
Id:[protected]
Vodacom: Vodacom: Service request SR181008-025381 update NoReply(2-1IJTDL0).
I have had 0 feedback from vodacom

I have bought a 1 gig data sale valid for 1 hour, 3 times...Each time having not received the data.! What on earth is going on.!? I have screen shots and times to prove that I bought it and 1 min later STILL did not have any data on my phone and when I called customer care, apparently their system says I Did use it! This is absolute bull crap and i would like a refund and 3 gigs data that is owed to me being that even now I'm also just waiting AIRTIME because I am not receiving the data I paid for! Common Vodacom! ! Where's this impeccable service you talk about and NO one is helpful! !

I pre-order a Note 9 online and my referral number was 127P8M. I have received my Note 9 and the first two item on the list, that your web page told me I would get a Welcome pack and an original Samsung cover voucher and a Bolt-on wearable.
I have not received the bolt-on wearable.

This is the Vodacom web addresses
https://www.vodacom.co.za/vodacom/shopping/devices/samsung-note9-pre-order
https://www.vodacom.co.za/vodacom/shopping/devices/samsung-note9-pre-order

I as the customer arrangement is that Vodacom deduct my monthly payments at the end of the month. The deduction of my monthly payment was done om 28 September 2018 and I had insufficient funds in my bank as I only get paid by the 30th of each month.

Needless to say, I was charged R120.00 because of Vodacom deducting the amount.

I need Vodacom to pay me back as I did not give permission that my monthly payment may be deducted on the 28th.

Please make sure that it will never happen again please

At first I had very good Service when it was time to upgrade my contract. They were very helpful and gave me a good deal. This is because I have been a great Customer for over 20 years. I upgraded my contract on 28 September and still have NOT received my phone. They said that they delivered it and was told that I do not work there. The next time I phoned it was because they could not find the address and its been returned. I asked why they did not phone me. they said they did, but this does not show on my log.

Anyway, now they have to wait until they get a return note and then they will have to redo the contract . This is PATHETIC as we cannot cancel . I don't know why I decided to stay with VODACOM and I want to know who the BIG BOSS is who might be able to help me with this . However I doubt that I will even get an acknowledgment of this complaint.

Cellphone number [protected] on Smart small 500mg plus 1 gig free.
Contract expires in April 2019.
In Sept 18 the free gig was cancelled without notice.
3/10/18 email sent to CarolAnn.[protected]@vodacom.co.za.
She replied that the 1 gig free has expired, and that she has activated it again as I am still in contract.
I was also told that I forfeited the 1 Gig for September? Not my mistake!
This is NOT acceptable as Grant from Vodacom and our representative confirmed that the 1 gig free should not have expired. Data should be carried over which was not done from September to October (499.76MB data left).
Before 1 gig was reinstated I had 451.68MB data left (08:10), after the 1 gig was instated I was left with 1.38GB (08:59)- how is this possible?
I called customer services and spoke to Grant. He assisted me and sorted out the problem but alas...
I then get a call from Lindy Gravett [protected] attacking me personally, giving me the impression that she is trying to cover up her departments errors. Lindy did not want to understand my query and insisted on her version of the problem.
I want a written apology from Lindy Gravett.
I want the free data to be given back to me.
The free data should not have an expiry date.

I do have a cellphone contract with vodacom on number [protected]. I made numerous calls to vodacom to remove the fees for look 4 me and look 4 help. All of them promised to remove it and send an sms to me. I have not received any sms's regarding this and if I phone now they say I reached my call limits to vodacom and can only phone them after 3 november again. I sent emails and do they not even respond to my emails. I want these fees removed immediately. I want proof today that it has been removed on the account.

2018-10-08
Cell number:[protected]
Very bad attitude from Neo Sehunelwa @ Rosebank Branch

I needed to do a Sim swap for my prepaid card and she told me I should call the customer care because I have never used the number to call anyone. She gave me a number to call and said I can only call it using a Vodacom Sim card. I lost my Sim card and there's no way I can call using the number she gave, and then she said that's the only number Vodacom has. To mu surprise I asked why would a big company like Vodacom would have just one number. Her answer to me was that I ask too much questions and she doesn't have time for such.

A very disappointed customer
Tracy Mohane
[protected]

It is now the second time in that my account with vodacom is in arrears due to vodocoms errors and bad service. I waited to do an upgrade on month 24 and not month 21 to know the device has been paid in full. After checking with vodacom that the device has been paid in full I did my upgrade. Now my debit order has came back returned because they invoiced me incorrectly. They still charging me for the handset and for a wifi contract I have cancelled costing me unpaid fees and effectingvmy credit score. Phoned in to resolve the issues and the consultant saw the mistake and logged a call. Second month they took a double debit order for the incorrect amount without permission and the debit order came back returned again costing me money again. Phoned in to resolve issue and follow up on call logged and no trace of the call on their system. Wasted my time. My phones has now been blocked and after 3 hours on the phone still nothing resolved. I am a credit manager and vodacom will cost me my job due to the fact that they don' t care and negatively affect my score due to the fact that they are not doing their jobs

.

There was a sim swap done on my phone number ( morning of the 27th August)
I received a notice of a sim request late afternoon on the 26th and I informed Vodacom that evening that I didn't initiate such a request. My phone call to them was between 18:00 and 20:00.and Vodacom should have a recording of it. Later that evening I received notification that the sim request had been cancelled.
Late the next morning I noticed my phone was immobilised, so off I go to the Vodacom shop in Galleria and the young assistant gave me a new sim card free of charge and it was reactivated at 15:19.
The assistant at the Vodacom shop said that someone from customer services would contact me regarding the unauthorised request but nobody HAS!

That morning our account a the bank gets hacked for R4950-00 and guess what, the sim swap was used to gain access.

My last month debit order we unpaid. I tried paying it online and in the branch, it kept saying incorrect account number (my Vodacom account number). I was in Parow centre to purchase something and decided to go into the branch to make the payment. My contact is due for an upgrade so I wanted to clear the arrears.

The staff at the branch are friendly, but seem to be focused on friendliness and sales rather than educating customers. I made the payment 03/10. Today is 06/10. I just left cellu city without a new phone because there's a penalty for an unpaid debit order?

I don't mind that and I completely understand but why didn't the staff at Parow centre Vodacom add it to my payment I made by them? They didn't even inform me of the penalty.

Now I must wait longer for the upgrade

Please educate your staff, train them. I am in customer services too and I expect nothing less than the service I give to my clients. 😒

Cellu city at n1 city is the best Vodacom store to deal with. The staff members are knowledgeable and go out of their way for their customers. I am currently dealing with Chantel (I used to deal with Dylan who has now moved to waterfront branch).. Chantel is an absolute super star! Dylan and Chantel definitely set the standard level of service that all Vodacom stores need

What
happened:
In 2017 October/November we upgraded a contract for my wife at our Vodacom
shop in Richardsbay located in the Boardwalk, Ground floor. Cell number
[protected]. Upgraded from TABLET Samsung to P10Lite hauwei.

We were helped by a consultant with the name of KG, which did the upgrade and
had us sign the needed paperwork. I was asked if I want to take out insurance on
the hauwei and we said NO.. He was doing everything electronicly so we trusted
that every thing was in place.

We have a few contracts with MTN and Vodacom so the invoices is never the
exact amount you sign up for, it's with extras like SIM and ittimized billing so we
never immediatly checked only in Feb /March we started receiving invoices via
mail, then realized we were still paying insurance on previous device ( Tablet )
.We have been charged for tablet insurance that was added on our new account.
We have been in and out of the shop about this. We went in again after a few
attempts to sort out in August. August we went from one service consultant to
another. We have ended up going almost weekly. In September We ended up
speaking to the same consultant that was now promoted to assistant manager for
the shop. He remembers the upgrade done and admitted that he never told us
about cancelling the old device or giving us any paperwork to cancell old
insurance. It was hectic the day we upgraded, he said. He promised to get back to
us and resolve the matter but with no Luck we never hear from him. We have now
been speaking to the Main Manager, a week later phoned him again, he also
promised to get back to us. According to the Manager he instructed KG to
phone us on 26 Sep.. never hear from them .

Who in the right mind will continue paying insurance and waist money like that...i
didn't know about cancelling insurance that it was a CLIENTS RESPONSEBILITY.
Surely the consultant is sitting with details in front of him doing it on computer..
and should have made sure we know about it.. we have been with Autopage for
years and have never had any problems with upgrades or insurance.. insurance
should have picked up they are charging for old device and new contract .

We are Very unhappy CLIENTS, Because of a consultant not doing his job
properly we end up losing money, as well as Managers and assistant Managers
that are not able to resolve CLIENTS problems .
What I want: I as a customer of Vodacom would like to be refunded all the money paid on the

Insurance that was not cancelled. I would also like Vodacom to make it part of
their consultants job to inform CLIENTS of this insurance cancellations issue.

I also think Managers need to be trained on working with CLIENTS and their
problems.
User account
email
[protected]@gmail.com
3 / 11
Francois Van Der Walt complaint against Vodacom - Billing - case 5885766

Processed upgrade on 27 Aug 2018 and received upgrade on 28 Aug. Called to advise of issue with the phone on 4 Sept 2018. Phone only picked up on 17 Sept to be taken for inspection. Was advised on 24 Sept that upgrade will be reversed. Upgrade reversal processed on 27 Sept. My Upgrade Due Date has not been amended back to the original date for this year. After a week of back forth calling to multiple departments I am still waiting for an answer other than it has been escalated. The upgrade that I took out was a Huawei P20 on the UChoose Flexi 220 that came with a Huawei Y7 2018 with a UChoose Flexi 60 sim card for R629/month. That deal is no longer available and the Huawei P20 on a UChoose 220 is now R659/month.

I would like them to revert the upgrade date back to what it was so that i can re-process my upgrade. I would also like the original package that I took out, which was a Huawei P20 on the UChoose Flexi 220 that came with a Huawei Y7 2018 with a UChoose Flexi 60 sim card for R629/month.

Brent Voges - [protected]
Upgrade Reversal REF: [protected]

Good day
I have been struggling with Vodacom since the 17/09/2018 to get a migration request attended to and a request where i have been double charged for months on my Fibre bill. I have called the call centre on numerous occasions where I have to hold for almost an hour and still have no Joy.
The service from vodacom is really pathetic.

Kindly sort out the issue.
I Hazis - [protected]

When I upgraded my contract in April 2018, I was firstly misinformed about the deal. I was promised a handset with a speaker. When the handset arrived (all was arranged over the phone), it did not include the speaker. So I contacted vodacom and they said that if I am unhappy, they will collect the phone and send me another one with the speaker. So the phone was returned. Waiting for the new phone over two weeks, (I was promised 7 days), I phoned to find out where the phone was. They then explained that that the package offer that was promised to me with the speaker does not exists anymore and I need to do a new upgrade. Fine, I did the new upgrade and they promised me the other upgrade was cancelled. This was now already May 2018. At the end of that month, I receive an invoice with two handsets billed. I contact vodacom and they say it is because I upgraded to soon and I still need to pay two months for my old handset. I was sure that I wasn't to early with the upgrade and as far as I know, the old handset gets settled when you upgrade. Anyway, I left it and the debit orders kept going off with the extra handset. After the fourth month (July), I phoned vodacom again. This time somebody realised what I had been saying all along - I have been billed for 2 handsets. They promised me a credit for all the months that I was incorrectly billed. The credit on all these months accumulate to me not having to pay my august installment. but still, It was not credited and again added to august and september's invoices. My debit order get returned unpaid beacause now I am in "arrears". Again, I phone vodacom. They assure me that the credit has been done and will reflect on the next invoice date. My phone gets barred because I am in "arrears". Three times I had to phone to just get the phone unlocked. And again, this month my account gets debited with a double month of incorrect billing. Again the debit order is returned because it is to high. Today I phone to again resolve the issue but now it is even worse. Vodacom has now canceled the double handset, but added an amount of 6000 for the balance of the contract! My account now reflects an even more exorbitant amount in arrears of R11000! And still I am being assured that the issue will be resolved. Ridicules is not even the right word!