Vodacom
reviews and complaints

On 08/02/2017 I visited the centurion lake centre branch of vodacom to cancel my contract, which has already ran its time. My explicit request to the consultant (Netshiwanim - username) was that I move over to prepaid and keep my existing number. As I get home I realise that my entire number has been blocked, its not functional at all. I can not make calls or receive calls or do anything. I then use another phone to contact the customer care line to enquire about this. The consultant informed me that the contract was not cancelled, the consultant in the shop suspended my number. I asked whether they can correct this telephonically, he (I recall the name lebogang) mentioned that this cannot be done, I have to go back to the shop where they can fix it. I then drive to the shop again explain my situation, speak to supervisor niklaus, who then informed me that they did not do anything wrong the consultant put the cancellation for march it must be a system error. However, he will uplift the cancellation immediately then my phone will be on within 3 hours, then they process it again in march and hopefully the system does not doe the same thing. Unfortunately he did not deliver on this process my phone was still not active again by the next day. I called lake centre centurion branch where I am informed that there is no one who can assist me, niklaus only gets in at 10. I am still without a working phone line. I followed up with another phone call to the customer care line where I am informed that they will try to sort this out telephonically, hence the consultant I spoke to the previous day was lying when he said that it cannot be resolved, he made me drive to the branch for no reason at all.

The members of vodacom clearly do not take their jobs seriously, the service delivery is poor! I am 9 months pregnant with a two year old and made to drive up and down, to this store because of complete incompetence on your side. I am losing business calls due to my line being cut of. I asked to speak to the manager of the store on all my complaints, however they refuse to give me access to the manager, they refuse to provide me with the person's name as he is too busy or too important to speak to customers.

I expect immediate resolution of this unauthorised suspension, cancellation of my contract effective end of feb 2017, the ability to use my existing number as a prepaid number from 1 march 2017. I furthermore expect a written apology from the manager of the shop, the supervisor, the consultant and the call centre agent and an explanation of why this happened.

The reference number for the transaction was provided as [protected]

The account number in question is i0665473/3

I upgraded in october 2016. First problem with phone in november. Just freeze and switch of... According to them charger problem... Received new charger.. .2 weeks later same problem... Send phone away in novemb... Back and after 3 weeks same problem... Send phone in again in december... Received back december and when agent in vodacom store started phone it freezed again... Send back again... Receive back januarie... Just week and same problem... Send in again and received back yesterday... Now phone wont even go on... Only goes on when on charge... Shows its 94% charged... When I take out charger phone switch of and wont switch on again. What can I do. I have contacted head office but now one is able te help or rather wont help...

Since 18 June 2016, you have been billing me for Phone Genie for something i have not subscribed to. Vodacom has managed to unsubscribe my mobile no. [protected] on the 7 February 2017.

It is sad that Companies like you think you can just do what you want without permission. This is unacceptable and will not be tolerated.

Please refund me for the full settlement into the phone number provided

Thank you

Farida Khan

Good day

I have a problem with my phone whereby I am not able to answer or make calls. I can only communicate via email or text. I have requested an account balance for my voda top up contract via email and keep getting the response
Thank you for your email.

Remember - This is an auto response so please don't reply.
Kindly re-submit your e-mail to [protected]@vodacom.co.za and supply us with the cell phone number related to this query in order for a consultant to assist you.
I re-submit the email and no consultant has contacted me. Same with [protected]@vodacom email address. No acknowledgement of my email.

I went onto Voda online chat from my pc. Explain to Nkululeko that I cannot answer calls or make calls, he says please contact 082 1946. Really?

The service I received from Vodacom over the past month is pathetic. No Service at all.

Last year december we noticed that in our office park the vodacom reception dipped to almost zero. I lodged a report with them the beginning of december and received a reference number: [protected]. Then I heard nothing. January 2016 the 15th now 45 days later I call them. I wait for about 20 minutes to actually speak to someone after whom I explained the whole story put me on hold for a further 12 minutes. She then came back to me and said that she cant help me and that she had arranged someone from technical to call me back. She promissed they would call me before the end of that day. Now it is 8th feb 2017 and I still have not heard a word. Let me just state the first thing they blamed was my mobile device. Strange I said as majority of our company memebers that use vodacom have the same issue. Really! Since then I have travelled to st lucia kwazulu natal and experienced terrible reception. My wife who is on mtn had reception in most places where I had nothing. Why why did I choose vodacom "the better connection". I have had it with these jokers.
I want to cancel my contract due to no service delivery.

Good day

I have two contracts on my name that both was due for upgrade in July 2016. In August 2016 I received a call from elite mobile to upgrade the one contract and i agreed. I asked for delivery at my house and that my wife can sign for receival of the cellphone as I am working full day inside a factory which i can not leave during working hours and vodacom does not have access to enter the premises. Vodacom first didnt approve of this but understood and said they will deliver at my house within 5 working days. Approximetely 3 to 4 weeks passed with no sign of delivery. Then I phoned vodacom to enquire this and was notified that another contract is also due for upgrade. I then once again requested that the contract must be upgraded and delivered to my house. Which up until date did not happen. No cellphone received. In November 2016 I went to game to upgrade where I was notified that rhe upgrade has already gone through and I must phone vodacom upgrade centre. I then phoned and was notified that for some reason vodacom claims they could not get hold of me and therfore the cellphones has not been delivered. I then requested that both contracts must be cancelled and I want refund on the contracts which I have but am not using. The lady Gomotso ensured methat this will be done but up to date I am still paying for contracts not being used. In January 2017 I phoned vodacom again and they cannot decide who is now responsible for refunding me andcancellation as I am directed between cancellations and account department. I feel as a customer supporting vodacom since 2000 this is inacceptable and very unproffesional. I will not continue paying vodacom for these contracts and I want to be fully refunded for monies debited from my account since July 2016.

Please assist

Since October i have been struggling to sort out my data that was promised to me when i upgraded. I havnt received any of the data i was promised since that time. Everytime they say they will listen to the recording and get back to me within 2 working days. They never phone back. I have to phone them back after two days and then conveniently there is no request logged on my profile. I am now done trying to sort out this problem. I have spoken with every department to try and help me and they just disconnect the line. I am now wanting to cancel my 2 contracts with vodacom but even now they are conveniently offline. I have now had it. I want to know the premature amount to cancel both my contracts. And with a discount for all the data i had to purchase since i upgraded in September. And all the ridiculous out of data usages charges aswell. I am fed up now with all the incompetent people with vodacom who cant seem to help. I want an answer today.

Since last week Thursday (02nd of February 2017) the network in Witbank is terrible to say the least! This is not the first time this is happening! For a big network company like yours, you should do better than this! I am really considering to join another network company as my internet I am using is Vodacom and I am struggling without network.

On the 15th of December 2016 I visited Vodacom Cresta where bought my Samsung s7 edge screen protector by Body Glove and a few weeks later I noticed that dust particles and dirt would enter in between the glass and the screen protector while the glass would lightly shift off the screen. The following month the screen protector cracked while I was merely wiping the dust off it. I visited the same Vodacom where I had purchased and installed my screen protector to alert them of the fragility of the product and possible improper installation. The store assistant referred me to the manager who then told me to wait over 10mins then did not attend to me until the store assistant told me there is nothing they can do about it as the screen protector has done its job (which is to crack) and I cannot prove that I did not drop the phone and caused the crack.

I was upset by this because they did not even request to inspect the crack on my phone or even see it or my receipt. I am extremely disappointed by the quality of the product as well as the service I received after I have paid R499 for a screen protector which did not even do its job. What worries me the most is that had I dropped my phone the screen protector would have come off thus not have done it's job either way. With this complaint, I would like to return the screen protector and receive a new one and have it installed properly.

Hi there,

When I was unable to recharge my prepaid sim card I send multiple emails to customer services without a reply. I tried the call back option which also failed. I then rang customer services and after having spoken to them twice the problem still wasn't resolved... but when I tried a third time calling them I get a message saying I've used my maximum amount of customer services and please ring back in 3 weeks time? I'm shocked at the quality of customer services... Luckily I hadn't signed a contract with them yet which I will now do with a different provider.

Dear Vodacom customer care,

On Tuesday 31 January I signed a new contract with Justin at iStore Waterfront, Cape Town, South Africa, for an iPhone SE contract on ...150 (R150/month). My number was with Telkom since 2 years, but I asked Justin to port it (back) into the Vodacom network. It had already been turned into a (Telkom) Pay as you go number previously.

Just said that this could be done, but I had to go "next door" to the Vodacom shop. I did so, waited my turn (at least 20min) but was told by the sales person there that it makes no sense for them to port the number in, as it would be on a sim card that is not connected to the contract that I purchased at iStore. I understood this, bit upset for the runaround, and went back to Justin to tell him this report. He agreed and opened up his computer and fiddled with it some more while I waited. After a while he said that he had requested the port and that he would call me (my son) when it was approved or I should come back 48hrs later.

On Thursday 2 February (no call from Justin) I encountered Enver Julius at iStore Waterfront. I had to wait for him too as he was in the back, although there were no customers at all and it was 10.30am. Bit annoying. Enver did know about my contract and picked up the phone and documents from the back. He said that there was an issue with my number having originally come from Vodacom and being ported into Telkom about 2 years ago. He said that the number had been archived and only Vodacom "next-door" could get it back if I brought in my ID and proof of address (both of which I had given to Justin 2 days earlier). Again I waited at Vodacom, nearly 40minutes this time, and got to speak to "technical support" as Enver recommended. To my shock this person again explained to me with some anger that Enver has the same training and software and contacts as them, so he should do it to avoid me ending up with 2 sim cards. Very annoyed now, I returned to iStore and had to ask for Enver who was in the back again - to tell him that again Vodacom sent me back to him like they did 2 days ago to Justin. Without comment Enver opened his computer, typed (don't know what) and made a couple of phone calls regarding archived numbers. After about 20min he told me that Vodacom deletes numbers off their records if they are ported out of their network, and that they may only be brought back after 5 working days. He told me that it wasn't sure if the number could come back, so it may be better to take out a new number. I opted rather for the request to port my old Vodacom number back onto the network. Enver took my numbers and business card and said he would contact me as soon as the number was approved.

On Saturday 4 February I returned to iStore to find out the status of my request. Justin was there and recognised me. He said that he had left a voice message on my son's phone to say that I should do a sim swap at Telkom so that I could receive the Vodacom message that approves the porting in. My son had no voice message on his phone, but I did walk over to Telkom to get a new simcard for my number (the case was that my phone had been stolen, so I have no phone nor sim card at the moment, which is why I am purchasing a new contract). I gave Justin my new sim card so that he can put it in a/any phone and receive the message. He said that normally he can do this immediately, but that particular day their "systems were down". He apologised for the delay and said that he would call as soon as this was arranged.

No calls from anyone have been received all weekend nor today. So I called the iStore info number to ask for Enver or Justin. I was told that there is no phone number for them but a friendly service provider took my details and promised to write to them to contact me. Ninety minutes later - no call from Enver or Justin - I wrote an e-mail to Enver to ask what the story is with my contract. Never replied to say that "the system were down all weekend" and that he would deal with it asap and write back to me before he leaves. I replied that it was by now 4pm on Monday. I have still not had an answer from Enver.

I am very upset about being fooled by Enver and Justin ("just go next door" - according to "next door" they send customers to them all the time for time-consuming issues, despite their shop being not nearly as busy as the Vodacom shop) and about their complete lack of care to follow up or stick to a promise that they make.

I would like Vodacom to take charge of processing my new contract for an iPhone SE (R150/month) + porting in my number from Telkom [protected]) without further delay + offering me compensation for the messing around by Vodacom staff at the iStore Waterfront.

With thanks,
Mirjam Asmal

Last Friday i called in to the Vodacom customer care call center.
After stating my case i was transferred to the accounts dpt(?) spoke to a women by the name of Felicia (unsure re spelling).
Now, regardless of the fact that she, for a customer service person, handled the call terribly (general attitude and tone of voice etc),
So much so that i had to ask to speak to her manager. I still am basically in the same position.
Worst of all, shortly after requesting this i was put on hold and then, a few seconds later the call was terminated, they hung up on me!

Date of incident was Friday 03 February.

My vodacom number: [protected]

Description of issue:

Due to a bounced debit order (as a result of changing banks) and relevant penalty i was unable to pay my phone bill, additionally i was strapped for cash at the time and the increase pushed me out of budget.
That was last year, about August, My phone service was then locked due to non payment.
I was unable to call, sms or use data.
Whats even more disgusting is that even AFTER the number was locked and not in use, I continued to get charged, the bill is over R2000 now.
Since then i have made multiple attempts to resolve the issue fairly by Calling in, visiting the vodacom stores etc.
Each time i get pushed around, hung up on, take your pick of bad service descriptions here.
My issue is that i feel the charges are completely ridiculous. Furthermore, how can you charge someone for a service they no longer receive.
Surely there must be some recourse?
Dealing with the customer service agents is terrible, and all the people in the branches do is ask you to call the support line.
I have been a vodacom customer for over 10 years. What to do?

No service and threatening to list me after 3 months trying to cancel

So a while ago my phone got stolen - I did not activate the number immediately again and when I wanted to it was deleted so they gave me a new number. But whoever loaded the new number loaded it as an upgrade effectibvely starting the contract from scratch - nobody can sort this out. My contract expired at the end of october 2016 and I have been trying to cancel since then - everyone promises they swill sort it out - I have 16 reference numbers but nothing - so I stopped my debit order - then called and told them why and asked they make a note - for which I have a reference but which now does not exist - last week I get a letter of demand - today I call the collection no sorry they can see the problem but can do nothing I must call cancellations - cancellation keep cutting me off - so collection say either you speak to cancellation or we list you - a threat ? Who do you think you are vodacom ? I am going to post this on every site I can and expose how little you feel for your customers


Not a drop of service. I have tried to upgrade for three weeks now. You clearly don't want or need my business. Call centre agents just end calls. Which made me upgrade online. Phone was supposed to be delivered within five working days and has not been delivered. Nobody you contact is willing to assist. Pathetic and disgusting service. I used to be with autopage and never had these issues. Since moving directly to vodacom I experience nothing but bad service and issues.

Hi
I visted the Vodacom Chatsworth Store on the 29th of January 2017 and purchased a laptop contract, I was promised the laptop would be available to me for pick on Thursday ( 2 February) latest Friday (3February) and I had made it aware to the sales assistant that I am a student whose leaving to university and I need my laptop before the weekend. I also had to make several costly trips to the store to check on the whereabouts Of my laptop as I was not contacted by the store . The sales assistant at the store told me today that my laptop hasn't been delivered by the couriers as yet and when I visited the store yesterday(2nd February) the sales assistant told me that they had only placed the order on the 2nd of February. I feel saddened at the fact that I will most likely be leaving to university without a laptop for my first semester.

I have dealt with Vodacom online this last week for an online special that has been and still is advertised. Said offer was the Samsung Galaxy S7 Edge + Samsung Galaxy Tab 3 Lite combo deal. I ordered this little package on Thursday last week (26 Jan 2017) and have been put through an absolute obstacle course/gauntlet of emotional distress, spoken to more intellectually inept lumps from Vodacom's call centre that I should have to, and been delayed with my order for a full week. I have phoned to check my order multiple times this last week only to be told by several call assistants either one of 2 stories: 1) Apparently the cell phone is discontinued (really? Are we not referring to the S7 NOTE? Are we sure of this?) 2) There is no more stock of this special (No stock? Why are you still advertising the special on your website Vodacom?). Lastly I am told by someone that there is actually still stock and she has sold this very product this morning to people already. The lady who I took my contract out with (last week Thursday), told me on the Tuesday after the week I had ordered my phone (so, like, 4 working days later) that there was no more stock of the coral blue S7 Edge and in order to get my phone much sooner I can consider choosing another colour for R100 more on my contract every month (AGAIN no stock and we're still advertising?). I choose this option, reassured I will receive my very expensive package within the next couple of days. Not one to be inconsistent with bad service, two full days have passed and I still have not received my phone from Vodacom, in effect rendering my decision to go with the more expensive, more AVAILABLE (not CORAL BLUE) product pointless. Phoning back 4 times this Thursday, exactly a week later, I give 4 different people a message for my original assistant to call me back. Eventually I am told she isn't in and since these specials are only placed on a Monday (ok? Whatever that means… how do you people get stuff done?) I will have to wait another 5 days at least as today is Thursday and my order will only go through next Monday, even though I already ordered this special LAST WEEK THURSDAY so essentially I should've received the thing this last Monday already.

Look, I don't even blame an individual call assistant that I dealt with on the phone this last week (and to be honest, about 2 of the 10 people I spoke to were slightly helpful)…I blame THE MANAGERS, THE BOSSES, THE PEOPLE WHO RUN THIS CIRCUS. Train your staff, please. While you may be very polite on the phone, you people treat your customers horribly, and you know it, I know it, everyone's knows it. After a massive tantrum I am transferred to a more managerial character that promises me I will have my phone in the next 2 days and that my assistant will get back to me promptly the next day. Forward to today, Friday (3 Feb 2017), and my assistant still isn't in, the manager character is not available and I have cancelled my contract. I hope you people sleep well at night knowing how you treat your customers. I've never been more fuming, frustrated and completely disappointed by a company before. I do not, and will not, recommend Vodacom to anybody.

I have been trying since 4 January to get an answer as to why I was billed twice for a data contract in December. I have been sent from pillar to post and every time I am "put through" to someone who MIGHT be able to answer me, I am conveniently cut off. When I say that I am not accepting 22 February as a possible date for feedback I am just cut off. And this after the first call centre agent have promised to have this issue resolved within 48 - 72 hours.

You speak to a new agent all the time and NO ONE CAN HELP YOU AND NO ONE (EXCEPT ONE POOR SOUL) DELIVERS ON THEIR PROMISES TO CALL YOU BACK. I HAVE HAD IT!

Number concerned: [protected]
Ref nr: [protected]

Please refund me ASAP! Or just give me your silly explanation as to why you chose to steal money from me!

So I went into the Vodacom shop in Centurion mall hoping to get my problem solved but I spoke to a brick wall.
I paid my premature cancellation amount on the 30th of November 2016, but to date, I am still being invoiced.
I asked the Vodacom person (lady) to please check for me why they are still debit me each month.
So the lady said do I have proof that I canceled my contract, so I showed her all my documents (Proof of Payments and the confirmation email from Vodacom that they received my payment and that my contract is closed).
So they lady said I must phone accounts department and sort it out with them, now I must do her work nice.
I asked her if I can please phone the accounts department from their store phone because I don't want to use my airtime to hold on for an operator, you usually hold on for 30min if you are lucky, with Cell c its 2min max.
Then they lady said no I can't use their phone because the battery is flat.
Then I told her that is the exact reason why I left Vodacom on the 30th November 2016.
What type of service is this?

Hope to hear from you, not that it will change anything in my life right now!

For the past 4 days I have been sent from pillar to post between Vodaworld, game and Vodacom customer care line without success. I have signed a contract with Vodacom through game with the intention of keeping my current number, however game informed me 3 days later that they are unable to register the contract because this number once belonged to my husband, otherwise I would have to write a letter to be given authorisation to use the number and this could take up to 30 days . I drove between vodaworld and game like a post man as both consistently gave me contradicting information . Eventually I phoned customer care today 02/02/2017 again my call was transferred to 4 different people, 40 minutes later to be told that the customer care line only support s online sales and direct sales! Quote "Unfortunately we do not support stores mam, you'd have to go back to game and address the issue with them! " unquote. This is despicable service, totally outrageous, nerve racking!

I will be celebrating my birthday tomorrow but thanks to your fantastic service my friends and family can not reach me as the sim card is no longer working.

I'm on the job market with this being my primary contact telephonically and email wise but again thanks to your great competence am unrecheable!

As far as am concerned Vodacom is by far the worse service provider I've had to deal with!

It's further annoying that despite having requested the customer service agent to escalate the issue I was literally told to go away to game where I bought the contract.

THanks for ruining my birthday! You can keep your phones and contract. I will ensure I don't touch or recommend Vodacom to any friends or family. The service sucks!

Should you bother I do have a business line

On the 31st of January I bought 100mb at 12:41 pm and it was activated, I got home later that afternoon and turned off my mobile data because we have uncapped wifi so there was no need to have my data on whilst I was home.

My data had been off all day because I had been busy with children at school, I had left my phone in my bag and when I eventually took my phone out at about 12:30 and turned on the mobile data for the first time since the previous day, I saw there were numerous messages saying my data bundle had run out, I checked my balance and saw that i had not received my R200 which I usually get each month as per contract! There were no open apps so I don't know why my balances are 0.00.

This is absolutely ridiculous, I can't do anything with my phone unless I'm in wifi, I am going back to University this weekend and I need this issue resolved because one can't work like this! There is not wifi all over campus and I just find this unacceptable seeing as we pay quite a lot each month for this contract and now I have not got any data this month! So we have actually paid for nothing.

I went into my local Vodacom store to see if they could see what was going on and they informed me that there seems to have been other complaints regarding this issue these past few days at many different vodacom stores.

I would like to know how you are going to resolve this issue, am I going to be reimbursed my R200 airtime or what would you suggest? Being a student I rely on this airtime each month so that I can buy my data in order to research varsity work and contact people whilst at university and this is now a major issue in my life.

hope you can provide a solution to this before I get back to university.

Regards
Sarah McKenzie