Vodacom
reviews and complaints

Afternoon

Last weekend on Saturday [protected]). I walked into Vodacom Brooklyn to get assisted in an application for a contract phone. So now a lady that assisited said she will get back to me during the day as the legal department doesn't want to answer based on her response. So i automatically asked if I can have my contracts/documents back and she said no she will keep them just in case if the legal department needs them for Scanning purposes . I asked her again if she is sure I cant have my documents back . Now after 5days of Passing . Still no feedback provided . Today [protected]) i walk pass the Vodacom shop to hear what I happening only to find out that the person that assisted me resigned and she has my original documents . I'm really angry for the fact that no feedback provided in the first place . Secondly my original documents are kept or lost since they can't find them . To come to the fact that i had a problem with Vodacom first some years ago when one person used my details for Fraud . I am really pissed and I'm not happy with the service .

In July 2015, I was contacted by Vodacom to upgrade my cellular phone contract, which I was reluctant to do. After being offered a new tablet as part of the upgrade, I accepted. The new phone was sent to me in the following week, but the tablet never arrived. After multiple phone calls to Vodacom from my side over a period of 3 weeks, Vodacom informed me that they do not have this device as part of the upgrade package and that they cannot deliver this.

At this point, I immediately cancelled both the phone and data contracts. I also reversed the last payment for this contract, because it would cover a month in which I would not be using their services, as I had already signed a contract with a new service provider. I still had the new Samsung Galaxy S6 that was delivered as part of the upgrade. Vodacom wanted this phone back. I agreed to give the phone back, if they allowed me to cancel the contract, clear all outstanding costs on this account and close the account. Vodacom agreed to this. This call was recorded from Vodacom side and it was recorded on the phone that they collected. Unfortunately, I neglected to make my own copy for safekeeping, as I was under the impression that Vodacom would keep their side of the deal, even though they had previously failed to do so (tablet case in point).

To date I have accumulated many hours, trying to resolve this and I have spoken to more consultants and have gone through more voice prompts than anyone can bare. I have recordings of how I am simply transferred between different departments without resolve. I have screenshots of the hours on the phone.

I have had multiple credit bureaus or debt collectors phoning me for the alleged outstanding Vodacom Amount, which is a pain, because I feel that Vodacom has not only stolen my time (which is money to the value of roughly R90 000) and my joy!

Now, I'm applying for home loan and this shows up in my credit record.

Hi

I logged a query with regard to an overcharge on my in invoice on Monday 27 Feb. I contacted the customer service on 1 March to follow up since I haven't received any feedback and the overcharged amount had been deducted from my account (something the agent on the 27th of Feb assured me would not happen). The lady that assisted me on 1 March said that no agent had been assigned to my query and that she could not tell me when it would be sorted. I said that I wasn't happy because the other lady said that the incorrect amount would not be deducted from my bank account. Now I lost R400 that you took from me that didn't belong to you. She proceeded to cut the call while I was still talking.

I was charged not one, but two upgrade fees on a single line. In reality I shouldn't be charged even once since I did the upgrade online to avoid the fee. Secondly I was charged for two handset fees on the same line! How is it even possible to get two handsets on one line? Or to upgrade one line twice?

This is so ridiculous. I do not want a credit. I want the R400 transferred back into my bank account immediately. I will not be upgrading any of my other lines at Vodacom. As they become due I will port to MTN. I am sick of Vodacom and their incompetent staff.

I have lodged a complaint on 7 February regarding my internet connection that keeps on dropping, I cannot get any feedback from Vodacom, when I asked assistance in cancelling my contract I was told that they need to resolve this issue first before they can assist me in cancelling. I must now sit and wait from them while it is costing me a lot of money!

Hello

I have problem with my sim card i can't open my othed websites like the sab career portal and others am told to go to voda shop as unemployed as i am whers will I get the R33 to go to town instead of buying airtime and google jobs and can't vodacom see what I'd number is this sim registerd with am over 33years old am not r 18 born 12/08/1983 this is not good t all many sims are out there young kids browsing loke no bodys business i have many yearz using sim card why now even when i do my sim swap i provide my id and now goin on

Ok now I am seriously irate! I contacted your online sales center on [protected] and was told that RAM is not collecting phones as they have a backlog. I contacted RAM who advised this is not the case as they are at Vodacom DAILY ... and that the reference number above indicates that VODACOM has not dispatched phone as yet.

I spoke with your consultant who advised absolutely nothing other than "Yes Mam" ... and a giggle! when I asked her so there is nothing you can give me a status update.

Seriously, is this now the standard that Vodacom upholds? Cell C sent me a phone within 24 hours!

It seems that thanks to the lack of enthusiasm and customer service from Vodacom my daughter is going to be disappointed on her 13th Birthday!

Hi. I had a sim card which I used to connect to the internet when ADSL line was down, and when I was in a place that didn't have an internet connection, such as the hospital for my son who is frequently ill (and has a chronic condition) I had a number, [protected], which still had almost R1000 on the card. I tried to use it a couple of weeks ago with no luck, so I went into Vodacom this morning, only to be told very abruptly that I had lost my number AND forfeited all the money I had on the card! I was totally shocked! How can you cut a service without notifying a customer, especially when there is so much money left on the card, and then not at least move a credit over to the client's contract! I have been with Vodacom for many years, but I cannot believe this callous treatment. I would like to have an explanation please! Thank you!

On 16 November 2016 I went to the store to upgrade my contract. I was met by Shamilla who took my details so that she may order the device I was looking for. She advised me to go back on Monday when the device arrives to process the upgrade. I contacted the store on Monday and was advised that the device was not yet in store. After not being contacted I then went to the store on Tuesday after work to enquire about the device. To my dismay they had not ordered the device as the "order form" I completed was now missing. Shamilla was not in store. The next day I went onto the Vodacom website to look at the packages so that I may process my upgrade online. I sent a request whereby the system advised me that a consultant would contact me. I was not contacted. On the 23rd of November 2016 I then contacted the store telephonically. I wanted to speak to the branch manager but was advised by Kgagelo that she was not in and that he would be able to assist. I explained to him that I had been in store to order my device for an upgrade however the device was not ordered. He stated that he did have one in stock and that I could take that one. I then advised him that I went online to view the packages and I saw that the Smart S plan offered 500mg to which I was looking for as the contract was for my step daughter. He stated that he would process the upgrade for me and I could collect the device after work at the store. I asked him if he would be there he stated that no he unfortunately works until 5 but he would leave the paperwork with someone else who could assist. I later went to the store whereby I was told where to sign. The contract was not explained to me. In January 2017 I was debited R3400 from my account for this contract. I contacted customer services whereby I was told that the line was an open line. I explained that I did not want an open line and I was not even told that the line was open. When I requested that the line was to please be a top up I was advised that I would be charged a penalty of R450.00 as the contract was not 3 months old. I stated to the consultant that I was not happy with this as I was not told about the open line. The consultant advised me to contact the store where the upgrade was done. I then called the store to speak to the branch manager, again she was not in. Matthew stated that I could speak to him. I explained my dilemma to Matthew who then stated that he would apply for a bill shock. After a day or so I contacted Matthew back again to get an update on the bill shock he applied for. He stated that he had not yet received feedback and that I can contact the call centre and apply on my behalf as well. When I contacted the call centre they advised me that I would need to call Matthew back to obtain the Service Reference number. When I called Matthew back he stated he did not receive one. I then requested Matthew to please send me a copy of the email he had sent. He could not give me a copy of that email however CC'd me on a new email. Please understand that in no point of this entire debacle have I been contacted. I have had to contact everyone myself. On the 6h of February I then called the call centre back again and logged a service call myself. I then also went to the store at 09:00 to speak to the branch manager. AGAIN, she was not there, I was told she was off ill. Being irate I stated that I would not leave until I spoke with someone. I was referred to the second in charge being Shamilla. I stated to Shamilla that I am extremely upset with how this query is being handled and that the service offered by the store is pathetic. During the conversation I was asked by Shamilla "Why was I making this problem Matthews?" I explained that the "problem" was actually the entire store as they all worked for Vodacom and customer service was all of their responsibility. Shamilla then went on to obtain a copy of my contract. She gave me the copy, I asked her where on the contact it stated that the line was an open line, she showed me to a page that was completed but does not state what line the package was on. She then contacted the call centre and logged a bill shock request. While I was in the store Matthew did appear but then quickly disappeared. I asked Shamilla about changing the package to which she stated that I should wait until the 23rd of February 2017 whereby I could change it without a penalty. She stated that I must go to the store and she will assist with the change. Again, me having to do the footwork for their poor service. On the 13th of February 2017 I contacted Shamilla again for an update as I had still not been contacted by anyone. She stated that she was advised she should have a response later that day. I asked if I could call again in the next morning. She stated that she would be on leave for 2 days however she will hand over the query to Matthew to give me the update. The next morning I contacted Matthew who then stated that Shamilla had not handed anything over and that he would contact her and call me back. He to this day has still not called me. I contacted the call centre who ad first argued with me a to the turnaround time with regards to the query. I was advised 5-7 working days and I was calling on the 6th day. I mean really! I was told that they would escalate the query. The next day I was contacted by the call centre agent to advise me that they had a resolution but he was unable to give me the resolution as I would need to be put through to the solutions department. He put me through however the call was cut. I then called back whereby the phone rang and then eventually cut off. I tried again later in the day and I was put through to voicemail. The next day I then called back. I was then advised that the Bill shock had been declined as the package request was not specified. The call centre agent advised me to take it up with the store. I contacted the store to which I finally got hold of the branch manager Ashlynn. I requested a meeting with her. I requested that I come see her after work to which she advised that she only works till 5. I then asked if she would be the on Saturday 25/02/2017, she stated she would be there till 13:00. I went to the store at 12:20 only to be told that she had left at 12:00. I enquired as to her stating she would be there till 13:00 whereby I was answered "yes she would be here till 13:00 but she had left". This entire ordeal has taken over a month and is still not resolved. I have still not been contacted by anyone at the store. The service level is extremely pathetic at the store and with the call centre, all they can do is state "take it up with the store". I will not be paying any funds to Vodacom until such time as someone in a senior management position can contact me and assist me with a resolution to this immediately. I was not told the line was an open line and I feel that the service I have been given is disgraceful. I have switched the device off as to not incur any further costs.

Good day
I would like for someone to contact me with regards airtime. On the 24th I loaded R200 half an hour later when i wanted to buy a gig data for R149 i was told insufficient funds i checked my balanace and it was R144 i could only purchase 500MB which was R99 later that night i needed to send an sms and once again insufficient funds and when i checked all my airtime was gone. Prior to this on the 18th i had 800MB data and the following day all my data was gone. Yesterday the 27th i loaded R275 i purchased a gig data R149 this morning however the remaining airtime was depeleted. what is going on how can my data and airtime just vanish this is absurd. please get someone to contact me as soon as possible to resolve this matter. Riana [protected]

On Saturday 24th February my service was summarily suspended.
On enquiry as to why, I was told that it had been reported as stolen.
I told the Vodacom person that this was false as I was speaking on the phone. He then told me service would resume in 2hours.
This did not happen and I again, after six hours, called to enquire what was happening.
I was then told it would take 10 hours to resume service. In the event,
service was resumed after two hours.
What I'm complaining about is the fact that service was suspened in the first instance. This is totally unacceptable.
I would like to hear your comments on what has happened
Thank you
Graham Dickason Vodacom user since1990.

On Thursday, 16 February 2017, I visited the Mont Clare store in Claremont for my contract upgrade and to sign up for a tablet deal. I spoke to Aasimah who then took me through the steps to upgrade my plan and explain the various tablets to me as I was not sure which one I wanted. I then decided on the Samsung Tab E. Aasimah informed me that they only placed orders on a Tuesday and if she places the order on the Tuesday that it will be there the Thursday - so 2 days. I said that was fine. I asked her if I need to sign anything and she said no because anything can happen and I only have to sign once the tablet arrives. I asked her if they will phone me when it arrives and she said yes. I then phoned on Thursday 23 February to enquire if the tablet has arrived and was told no, but they can see that it has been ordered. Also that I should have been told that it will arrive in 2 days as this is usually not the case. I then phoned the store on Monday 27 February at 12:00 to ask if it has arrived and was told by a staff member that she cannot see and she will phone me back after taking down my details. 2 hours later I went to the store only to be met by extremely rude staff members and Aasimah told me that I never confirmed the order with her so she didn't place it. They also denied that I phoned the store earlier. Aasimah also denied telling me that the tablet will arrive in 2 days time. I found this store extremely unprofessional and the staff very very rude as they did little to assist me and only gave me attitude and the impression that I am talking absolute nonsense. I have been a customer of Vodacom for almost 15 years and am horrified by the way the staff are trained

I've only just moved over to vodacom after arriving from the us, and I have never encountered a carrier as bad as this anywhere else in the world. Never have any signal and just trying to get hold of a company representative is near impossible.

Come on people, you need to do better than this in this day and age. Please try to put more effort in the future.

I was on you choose flexi 350 on cell phone number [protected] which the contract expired. I then upgraded with a Samsung galaxy Tab e which my monthly instalment is R199.00 including the 1 gb data . I was expecting to pay R199.00 end of this month which is February 2017. to my surprise I got a bill of 749.00 due when I logged in my Vodacom on the 24/02/2017. I phoned Vodacom call centre where the lady couldn't explain to me the amount, she directed my call to the accounts department where I was told of R130 admin charges for upgrade that I was never told about when I phoned for an upgrade .
But still couldn't be helped with the break down of 749.00 that I am due to pay. I am so not happy with Vodacom service.

I have been trying since 22 Feb to un-blacklist my son's iphone 5S, i have taken my documents (affidavit / id / un-blacklist vodacom form) to Vodacom shop in The Reeds ([protected]@Reds) they took the documents, emailed it through to i dont know where, and informed me it will take 24 hours. they then kept my phone for 24 hours, i received it back friday 24th Feb, called the 111 number to find out, it is still blacklisted. so i took it through to Brooklyn Vodacom shop, handed once again my paper work in, they emailed it through to who knows where, i then called back to follow up round about 4 saturday 25th feb and was told that they have a reference number and will follow up sunday morning. but it will be unblacklisted at the ut most latest monday. so sunday i went through, received my documemts, but no reference number. i left it, and today my phone is still blacklisted. so i called vodacom brooklyn again, the lady said she unfortunatley can't assist me as someone cleared the emails and lost her reference number, but said i could call 082 111 myself. which i did. only to be told that to un-blacklist my phone it will take 3 - 4 MONTHS. so i called vodacom brooklyn back, she told me that, that is incorrectly and once again requested that i email my documents through to her. which i have just done. so now i am waiting again.

I was migrated to Vodacom when autopage closed down and since then my debit order went off on the 26th of every month.
In December 2016 the debit order went off unpaid as Vodacom attempted to debit on the 29th .As a result even though i made a cash payment at the branch my profile dropped so i could not get the device i wanted for my upgrade . It seems that Vodacom is fine with customers cancelling their contracts and have no retention department that can assist me in order for me to upgrade my contract with the handset that i want . my contract will end in march and i want to upgrade but am getting no assistance whatsoever.cell number [protected] name vasigan naidoo

After purchasing a sim 2 weeks ago and porting from MTN to the new sim, I have 0 connectivity. I probably made 15 calls to the call centre till date with no success. Only after the 8th call was there a service ticket raised but it has been 3 days now and still nothing. I am seriously considering to move to another network. But it seems that there is no network providers in SA.

In January I phoned 4 different vodacom call centres for various reasons.
1, My wife's contract that is coming to an end (phone 082 1958)
2. Queries on our prepaid number (082 111)
3. New business cellphone contract we want to add (082 1960)
4. Current issues we were having with our Business Internet (082 1940).

During the month Vodacom started blocking me from speaking to an agent, and after phoning them from someone else's phone, they stated that you are only allowed to phone their call centers 15 times per month.

This is not restricted to each call center, but is accumulated over all call centers from the same number.

I cannot believe a company like vodacom cannot implement this solution properly, and has to settle for 15 counts to all call centers.

Either way, we are paying several arms and legs for their products, and they treat us like groveling peasants.

last year I have attempted to apply for the cellphone contract and was told that I have an account at legal and I informed that I have settled the account and don't even remember the number, they apologized and told me that they will rectify and remove my name at legal, they also advised me to call Transunion of which I did.

little did I know that it will not be done and I did not take the names of the people I spoke to.

on the 14 February 2017 I made another attempt
made an online application were the consultant (NEllY) called me the next day.
she told me the same thing "previous account at legal call Transunion"
I explained that I went through that last year three times and I thought it was fixed, she told me that there is nothing she can do I must call legal .

I than called legal department were I spoke to Jarome who told me that he will ask the supervisor to make a note on the system I than asked him to call the supervisor for me, he than called Totsang who hanged up the call for me .

I called again and this time I spoke to Ishmael Makgetha I asked to speak to Totsang the supervisor who cut me off he told me that he is refusing to come to the phone but gave the massage that he made a vetting note in the system I must call sales after an hour I insisted to speak to the supervisor we exchanged words with him until he called another supervisor (phillip mashuvuka) who confirmed that the vetting note was done and I must apply for decline review.

I waited for 2hrs and called sales again spoke to Nicole who promised me that nelly will call me 2 days passed no call was received .

called again spoke to Hazel also told me that she will ask Nelly to call me back, day passed no call received, I than decided to chat online, I was told that I should send my payslip, 3 month bank statement and id copy to [protected]@likeminds.co.za the guy who assisted me is Kandil he told me that the consultant will call me and close the case.

no call was received in 3days I than decided to chat again online spoke to Nicole yet again she promised me that the consultant called Nelly will call me, I told her that I was told the same thing before and I am taking the root of complaint and hello peter she begged me not to do it, yet again no call received till today.

all I need is my name to be removed at legal since I can see that Vodacom doesn't want to give me a contract and also want to know that why cant I receive the confirmation as requested I am I customer after all .

I also spoke to the so called manager Eshwin who did not assist with anything,

please note that this complaint was also send to hello peter

Rosinah Mukwevho
[protected]

Please complaints board help me sort out this issue. I don't know who to contact anymore?

Vodacom overcharged me with over r7000! Since 1/8/2016 vodacom changed my top-up account (R900) to an open line account. When I inquired this with customer service, they informed me that I did this via the call center. I asked for evidence but this has been denied. Why are you denying me of my own voice recording? I also inquired this at the paarl mall vodacom branch & was informed by two employees that they were horrified that vodacom would have offer me this package. They could also not assist me as I had been in contact with customer service already. Vodacom has offered me a refund of r2801.25. Why would vodacom refund me 40% of the total amount over charged? I requested a cap on my account of r700 on 2/12/2016. The following amounts went of my account after I requested the cap: current balance as at 7 feb: r878.07 1 feb: r1417.23 3 jan: r3300.17 why has this not been capped as requested? I have been a loyal vodacom customer for over ten years. Sheryl moodley (Eclo) has advised me to contact the branch to request a cancellation fee. Vodacom, why can no one take responsibility for this or at least pick up the phone and help me sort out this matter. I have no control over the amounts vodacom is debiting my account with and affordability is becoming a serious problem. Please can someone pick up the phone & help me! Account number: i1297080

I have just left the Knysna Mall Vodacom shop in an absolute fury!

I had to return a cover which I purchased for the i phone 6 which was incorrectly packaged and was meant for the galaxy 6 (galaxy at the back and i phone 6 in the front. That's OK mistakes happen.

However the treatment I receive from customer service agent Iyanda was beyond unacceptable. He was blatantly rude treated me like I was a criminal. No apology or willingness to set the problem straight. What made matters worse he went to the back of the shop came back and publicly humiliated the trainee who originally made the sale by telling him he was going to slap his head for this. This was the same comment he made in front of me and a customer at the time of the sale, also saying he slap the trainee on the head and not to come near him again. The trainee is Tony. He appears to be completely intimidated.

When I pointed this out to Iyanda that the service was unacceptable and that it is completely out of line to behave as described to a fellow employee, he became aggressive and argumentative. I demanded a refund and left the shop.

During this time a lady intervened and made the refund I do not have her name. She had helped me the week before with my upgrade for the next 2 years and was really great!

My point:

1. I have worked for years in customer service and this must be one of the worst examples of a rogue agent in action.

2. I am the customer and spend a fortune with Vodacom I demand better treatment.

3. If this is the way Vodacom allow staff to treat other ( I imagine Iyanda is senior to the trainee Tony) it is an travesty and reflection on company values and ethics.

There seems to be no recourse at Vodacom, you cannot get the regional managers email and no one seems to know how to deal with a customer complaint,

I am sorely sorry that I have to stick with this provider for another 2 years, but will happily change at the end of the contract.

I am not expecting anyone to get back to me however if there is willing listener my number is [protected]