Vodacom

Good day,

It has become clear to me that VODACOM do not take their customers serious. I would like express my utmost disappointment about the service I received regarding this matter. I am disgusted by the treatment I received from Keketso Malibe and Dimakatso, both these ladies treated me with utmost disrespect and less than human.
Dimakatso kept me on hold on 2 occasions on the Saturday the 20th of January 2018. The first call was about 12 min and the second call was about 30 min. The second call was the worst because I could hear her chatting to her co-workers in the background. This was my third encounter with her and I received same treatment.

Regards

From: Ndlovu, Khulekani
Sent: 18 January, 2018 16:45
To: '[protected]@vodacom.co.za'
Cc: 'Nompumelelo Khaba' ; 'CCareEscalations.C3D.[protected]@vodacom.co.za' ; 'Khulekani Ndlovu'
Subject: RE: Complain

Good day,

Today I followed up on the cancellation of the deal as discussed with Keketso Malibe over the phone and on email, I called and asked to talk to her and I was told that she was gona call me. I waited for her call the entire day. I made another call at around 16:11 and a guy by the name of Patrick assisted me. I told him about the cancellation and I asked him to call Keketso for me because she is in a better position to give me feedback, he checked for her and told me that she was coming to the phone, while we waiting for her he attempted to assist me and I insisted that I need to discuss the matter with her. He then told me that she was going to contact me from her desk. I am still waiting for her call up until now.

I would now like to cancel the VODACOM contract with immediate effect.

Regards

From: Ndlovu, Khulekani
Sent: 17 January, 2018 19:20
To: '[protected]@vodacom.co.za'
Cc: 'Nompumelelo Khaba' ; 'CCareEscalations.C3D.[protected]@vodacom.co.za' ; Khulekani Ndlovu
Subject: Complain
Importance: High

Good day,

I would like to lodge a formal complaint regarding the service I received from Vodacom upgrade consultants.

Background

I made a call on Saturday the 13th of January 2018 to make an over the phone upgrade. A lady by the name of Amanda was assisting me. We discussed everything and she told me that the device will delivered to the address I gave her within 3 to 5 working days.

On the 16th of January 2018 I received a call from a Vodacom agent offering me an upgrade with 2 devices, I told him that I have already applied for an upgrade, he checked on the system and found no evidence of my application, he advised me to call the upgrade number and enquire. I immediately called and I spoke to a lady by the name of Nandipha, Nandipha checked the system and told me that Amanda did not process my order to completion, I enquired why, she told me it was not approved. I then asked her to put me through to her superior. A lady who introduced herself as Keke spoke to me and she said she was a team leader, my conversation with this lady did not last long because she was very rude to me. I asked her to transfer me somebody higher than her. I held on the phone for more 10min with no response, I decided to drop the phone because I had held for long time with no response. I then received an email from Nompumelelo Khaba asking me which number she can call me on. I replied sending a contact number on email. I received a call from her, I enquired what her position was and she told me she was a supervisor. I explained my problem to her, she promised to fast track the process to get the order approved immediately and get it confirmed. I explained to her that based the request I made on Saturday, in need the device delivered to me as latest as Friday the 19th of January, she told me it will be difficult but she will try her best. I received a call from confirmation, a guy by the name Mothusi called me confirming the order. He said I should expect the device from the 17th earliest to the 19th latest. I was ok with delivery time frame because it suited the original request. I then sent Nompumelelo Khaba an email thanking her for helping bring the deal back on track and I mentioned the delivery time frames as stated by Mothusi over the phone. She replied and stated that she was conferenced on the call that was made by Mothusi to me and she said there was nothing said about delivering on the 17th to the 19th. I replied to her email asking for clarity and asking her to cancel the order if the delivery won't be made by Friday the latest. I didn't receive a response from on the 17th and I sent a follow up email asking her to respond and there was no response.

On the 17th of January 2018 I made a called and a lady by the name of Dimakatso responded, I explained to her that I was waiting for Mpumi's email response regarding the delivery or cancellation of the deal, she confirmed that she knows her and she was not at work and to my surprise she confidently told me that Nompumelelo is not a supervisor and I was shocked. I then asked her to let me speak to her superior whom she said her name was Keke (Not sure if its the same Keke that I had spoken to on the 16th, but I assumed it was). Dimakatso made me wait on phone for over 45 minutes. I made another call using my cell phone while I was waiting for response from Dimakatso on a landline, a gentleman by the name of Sthembiso answered and I immediately explain that I was kept on hold by Dimakatso for over 45 minutes and she went to call Keke, he said he was gona call Keke for me, he kept me on hold for another 5 min or more, at this point I decided to drop both calls (Dimakatso's (45 min) and Sthembiso's (5 or more minutes)). I made another call and a lady whom I didn't get her name answered, I asked her to call Keke for me and I told her that I have been waiting for close to an hour for her on my previous calls, I told her that I was not prepared to wait on hold for more than 3 min, I then received a response before 3 min elapsed, a lady who said she cannot speak Zulu (I had initial chose Zulu as a language of choice) responded and introduced herself as Keke, It was clear to me that she was briefed about my request to cancel the deal which I had discussed with Dimakatso because she didn't listen to the whole issue and try to address it but she went straight into discussing the cancellation. To my surprise she denied having received a message from Dimakatso. We discussed the cancellation and she told me it will take 24 to 48 hours, I told her that due all inconveniences I needed the deal cancelled with immediate effect because I need to go and do it on a VODACOM store, she told me that she was going to try and get it cancelled by tomorrow (18th of Janauary), I then asked her to put that in writing on an email and she did.

Please investigate this matter and provide feedback ASAP, if there is no immediate feedback I will escalate this matter to the rest of South Africans. Please investigate the conduct of the following people in particular:-
1. Amanda - on incompete or unapproved application.
2. Keke (The one I spoke to on Tuesday the 16th) - on her rudeness towards me.
3. Nompumelelo Khaba - on denial of the delivery dates as stated by Mothusi from confirmation and false information regarding her position (She told me she is a supervisor and Dimakatso told me she is not a supervisor)
4. Dimakatso - keeping me on hold for more than 45 min with no response.
5. Keketso Malibe - for taking no responsibility on the delays and for denying having been informed by Dimakatso of the problem but yet appearing to know it.

I would the order to be CANCELLED with immediate effect so that I can go and sort it out in store.

I trust that your recording system works well and you can get all the facts on it.

Attached are the email communications from Nompumelelo Khaba and Keketso Malibe.

Regards

I wanted to upgrade so I contact the call centre on the 4th December 2017 and I confirm with the agent on the 5th. He said delivery will be by the following Wednesday. I call again the following Wednesday and I ask why haven't I received my phone yet and he says oops I had a computer glitch but I'm going through all my calls to contact my customers. ..Só i ask to speak to a manager but there is only a supervisor. OK so I speak to Tertius and we decide to reload after some extra benefits were added and he said the phone will be delivered the following Wednesday. Guess what no phone the Wednesday. So I get Tertius on the line again on the 20th December and he says they couldn't get hold of me for confirmation so they cancelled the deal. Then after much talk he organised for me to have my new phone by the 22nd of December. Guess what no phone...Só i phone the call center on the 22nd at approximately 16.30.
.but was told Tertius had left for the day...Só no communication since then although you tried to deliver the phone to my work place about 2 weeks later but I asked them to return it as I was on leave...Still no communication from anyone. ...Called today.22 January 2018..left a message for Tertius and guess what I'm still waiting

Good day,

July 2017, Vodacom called and ask me to upgrade my contract, which I told them to proceed, instead of the upgrade they issued me with phone- 2x lines, I called them and they told me that they will sent Ram to come and collect the phone from me and will also make sure that I get a refund from the admin fee and reconnection fee, I have been calling Vodacom aftersales every second week till this day, they have not resolve my situation, I am very upset.

Please help!

I called the call centre on Saturday as I discovered that I was being billed for an additional account which I have no knowledge of.

I suspect that this was the original number that was allocated to the Tablet A6 I ordered in November 2017 & which was returned as the tablet was not the correct one I ordered.

You advised me that you would have to cancel the original application as the tablet was returned & would have to open a new application.

I received another tablet at the beginning of December 2017 with the number [protected]) which I am aware of & all too happy to pay but NOT the [protected]) number.

I received a statement December 2017 whereby Vodacom debited my account & I paid so I am also waiting for that reimbursement as NOBODY told me that I had to send through my proof of payment to [protected]@vodacom.co.za, I only received an SMS telling me that my query has been sent for investigation.

I have NEVER in my life been so disappointed with Vodacom as a service provider & I can now truly understand why fellow colleagues, family & friends are complaining left, right & centre.

How difficult can it be to get an application & order right the first time? How difficult is it to have the correct staff involved call you back? Whatever happened to customer service?

Granted my contract a month is only R129.00 a month but this fluff up speaks volumes.

With the above being said, I would just like to thank Mr Dhlamini for his assistance on Saturday, 13 January 2018.

He helped me in a professional & knowledgeable manner & this aided in calming me down as I was spitting fire. Thank you, Mr Dhlamini (jeesile.[protected]@vcbu.merchants.co.za)

Now, may I please have assistance with the following;

? Stop number [protected] from being further debited from my account.

? Reimburse the money that has been debited from my account for number [protected]

? PAY BACK the R356.49 which I paid over manually as I was NOT aware that a debit order was in place ? POP & email to do so has been included.

hi i still jave not received a reply from vod after sending th mails ...my sister was there and they keep on teling her to call th centre after she did it they wil transfer her from one line to another ...and th full payment was done ..

ok all i have to say ive been using this no for a long time and has been a contract customer to vod ...i dont want to loose this no as is my business line

and today she called they told her the line has been deleted what nonsense is that as ive been sending mail no reply yet...

pls i want my no back

regards

saye

Good morning

I went into a n outlet of voda com on the 24 november 2017 and it was a black friday.
They had a few dealers on that day. I decided to take out a new contract and it was approved. They then told me they do not have stock available at that time and where expecting stock in the coming week.
I waited for two weeks and was told that the phones are now discontinued by the supplier. The contract consist of two cell phones hawaii p10 elite and hawaii p9 elite.
I then phoned the customer care line and spoke to more than three consultants and told me even the management could assist me and I should go to the store and sort it out.
This is not customer care service in such a large organisation and they could not assist me.
I think the could does not care about their client or give a [censor], sorry for the language.

I went back to the store and I meet with a incompetent regional manger who disrespects clients.
Voda com should screen the management for how to speak to client. The store manager is also incompetent. That is why people I talk to in the north west say don't waste you time at the voda com outlets. Service is [censor].
I made a follow up with an email to the store and management of voda com and is still waiting for a reply back.

I bought a new phone and did a sim swop at Centurion Mall shop on Tuesday 16 Jan after my phone was stolen the previous day. The sim card was not activated. I inquired around 17:00 on the help line and was told it would be activated soon. During a further call I was told the sim swop was being investigated by the fraud department. I went to the shop late on 18 Jan and was told there was nothing they could do as there are e-mails going between managers at different department to sort it out. I had no response from Vodacom whatsoever to update me on the process. Please assist urgently as I cannot:
Do Internet banking;
Pay my staff;
Send my son a birthday gift;
Do e-mails from my phone;
Talk to suppliers;
Etc.. etc..

I booked in my Apple IPhone 7 at Vodacom Store in George at Garden Route Mall on the 9th of January 2018.
My phone was still under warranty as I only upgraded in May 2017. I experienced microphone problems with my phone. When I receive calls I couldn't hear anything and when I phone out the receiver couldn't hear me either.

They took in my phone and also did a back up before they send it away for repairs. I received a message on the 11th of January saying, my handset was assessed and currently allocated to an engineer.
On the 12th I received a message saying, my unit requires a higher level of repair and has been send to JHB for further assessment.

On Monday I received a message saying, an estimate of R7978.86 has been generated on job [protected] and kindly accept / reject followed by your job no. and amount. I phoned Vodacom Shop George on [protected] to get clarity to what was wrong and why do I need to pay this big amount for a microphone repair?
They guy that helped me said that it is due to the screen that is broken that I need to pay the amount because Vodacom do not cover broken screen repairs. I was shocked by his reply and told him that I booked in my phone for a microphone repair and not a broken screen. He said that he couldn't help me, which I found strange because I am sure that he could have looked on my job card to see how my phone has been booked in. He said that I need to phone a different number to ask them to help. I immediately said no and asked for my phone to be send back to George (rejected quote)

17th January I received a message saying, I can collect my phone at Vodacom George, Garden Route Mall. I asked my husband to go and collect my phone thinking my phone has been repaired and maybe they mistaken my phone with someone else phone. When my husband asked for C van Zyl; [protected] phone they brought him a phone with a shattered screen. He took a photo and send it to me. Immediately a reacted saying that is not my phone. I booked my phone in with a clear screen not a broken one. They said well then they need to investigate on this case.

I am very upset to how this case has been treated this far, I am a sales representative for Aramex. I need to have my phone for my emails & clients. I am currently using one off my husband's old phones for calls.

All I am saying this is BAD SERVICE, VODACOM HAD TO APOLOGISE FOR THIS INCONVIENIECE AND REPLACE ME WITH A BRAND NEW PHONE.

I have been a customer for the past 10 years and this is the type of service I am receiving.

I am very unhappy. I went to Game on the 13/01 to get a new contract for my dad. it all was approved and I got the phone and sim card. the next day the sim was not activated as yet, I phoned Vodacom Care and they told me it will take 48 hours. the 15 th I phoned again as the sim is not yet activated and I had find out that Game have to activate it. after phoning around and game told me it is activated on there side, I phoned again vodacare and then they told me it will only be activated the end of the month but if I go to Game and they log a query they can activated it immediately. so I went to game all the way and have to find out that it can not be done after they made a few calls.

why did the lady from vodacare not told me the first time I phoned that the sim will only be activated end of the month.
why cant Vodacom not activate it immediately. it is after all a Vodacom contract.
what is the use of getting a new contract and we have to wait for two weeks before we can use it?
I am a Vodacom customer for a long time and convince my dad to go over to Vodacom form MTN but it looks like that was a mistake to leave MTN if this is the service we get from Vodacom.

This is not a service I need from Vodacom,

Good day
I upgraded to a Samson Galaxy S 8 on 29/9/2017 but had to send phone for repairs 3 times. Each time thy say that they fixed something but to date I have the same issues with phone.
Problems: Phone is giving off high heat, Switches off by itself, Tend to freeze when using applications like camera and even after phone calls, galley slow to respond, Jam during calls.
At this stage a feel that I'm paying for something that is not reliable.
Please advice on a way forward
Thank you
Pieter Brits
[protected]

On the [protected], we phone the Vodacom 4U store in Alberton City enquiring and upgrade on the a Samsung S8 plus a flight center voucher deal, we were told the offer ends on the 6th and should come in on that day. We then went and upgraded the contract (Purchase invoice date 06-01-2018 Time: 11:42) and when the Samsung consultant wanted to assist us to redeem the voucher, we did not have the contact number with us, (it was used in the data contract in a wi-fi router) the Samsung consultant then stated that we may returned in the week and he will assist with the redeeming of the voucher. Upon wanting to insert the sim card to the phone, we discover the Samsung S8 requires a nano sim. We eventually did the sim swop and returned to Vodacom, to discover that the samsung consultant only works till 5 and that I don't have to present to redeem the voucher. My sister-in-law then returned during the day on Thursday 11/01/2018, the samsung consultant tried to assist, but to no avail. The consultant then contacted the Samsung call center, and passed the phone to my sister-in-law. The operator on the other end stated that unfortunately he can not assist with redeeming the voucher, because the campaign had ended, and that any contract taken on the 6th would not have qualified for the campaign, we then told him that he is incorrect, that any purchase up until the 6th would qualify as that is how it was advertised. If a campaign end on the certain date, sure the last date advertised must be up until end of business of the end date. The operator was very impatient and didn't want to assist, After we threatened to take this matter public, he then stated that he will escalate the matter to management, they will contact us and then we will get the token number by no later than the 15/01/2018. Until now no-one has bother to contact us.

My query is we are being charged for a contract which includes the voucher, but due to false advertising. This is a terrible service from Samsung and this also reflects negatively on Vodacom as they promote these campaigns.

I

I have upgraded my phone contract online, received the phone etc with a new sim? Phoned the call centre regarding this and also the invoice they sent, even before opening the package. I was told it was a new contract so I immediately cancelled the contract, this was on Saturday, 6 January, the lady said the contract was cancelled and that they would send RAM to collect the phone, it is 15th and nothing has been done, the contract has also not been cancelled on my profile! I WILL NOT PAY FOR THIS PHONE CONTRACT I HAVE CANCELLED! You people are incompetent THIEVES! (reference number VODACOMDIREC- ********** ********** 48)

I had a vodacom contract for tow years which ended in november 2017. A gentleam called me from vodacom and advised that I was due for an upgrade.

I clearly stated that I had no intention to extend my existing contract neither was interested in an upgrade. But despite all of that I was still upgraded to a new contract. I received no physical item neither was I connected to any services but I since the 1st of dec 2017 I have been receiving bills for r819.00 which is now the new contract amount.

I called vodacom and told them that I did not agree to any upgrade and they requested that I send in a sworn affidavit with other documents so that they could investigate. They even went and froze the account but I am still receiving invoices and to date I have received no response from them.

I am not liable for these costs and they need to advise immediately.

We, are a non profit Residents Association, and received our
brand new Vodafone Mobile Wi-Fi R226 modem unit (value around R600) and accidently inserted the sim card incorrectly.

I went to Vodacom Customer Care in Cresta on 19 December 2017 and asked them to book the unit in and please remove the sim for us so that we can replace the sim in the correct manner.

Please see attached proof where I booked it in as well as the quote received for fixing it for R1846.80 .

How does this make any sense? The quote to open the modem and remove the sim card is three times the value of the unit? I had to reject the quote and now sit with a modem I can't use on our brand new contract.

I am utterly disappointed in Vodacom's Service and and would like to know how this could have been allowed to happen.

Vodacom Acc : B0136559-5

Good day

My Airtime was deducted 3 times from my account for no apparent reason, After I had initially paid the airtime advance I was owing leaving me frustrated and after calling Vodacom I was not assisted the Customer service consultant tried to justify nonsense, I ported my number from MTN to Vodacom because of such incidence this is unacceptable.

My Number is [protected]- Philisiwe Ngubane.

I phoned a couple of weeks/months ago and spoke to a consultant called Michael. He logged the coverage issue on the telephone number [protected] (Elijah) I gave him two other numbers also on the farm experiencing little, to no coverage. The owner is not always on the farm, but he and his family also experience trouble when they do go.

I gave Michael my number to follow up on [protected]) and he said that he will note that they will have to phone me, as Elijah is not really up to par with the things.

As yet I have received no feedback whatsoever. I phoned on numerous occasions and then just heard that it's in progress and that the technicians will phone me. Which never happened.

The second last time, the case was apparently closed because the Vodacom team did contact me, this never happened. So I had to reopen it.

This morning when I phone Zachary at Vodacom Helpline suggested I log a complaint.

Your feedback will be appreciated.

I had an online cell phone upgrade in august 2017 which fell broke the screen took it in at Vodacom shop in Centurion Mall where I was told for Huawei they don't replace the screen but I'll have to pay in for a replacement which I was more than happy to pay because I thought the device is 100% functional . Since the day I got this second hand phone after paying R1800 cash it is not working 90% of my time which I spend in at work it's on No Service/ Emergency calls only.
I really need Vodacom to give me a working device as they continue taking money from my bank account every month.

Goodday

I have cancelled the following line which was supposed to be updated in 2015. I saw the number on my accounts after that and went to the Vodacom stores. They assured me that it is just "laying" there and that I am not paying for it.

I went into my online account again and really start looking around and saw that some of my lines are put together on one invoice and that I am still paying for the line that I cancelled. It is now 2018 so I have been paying for 3years for absolutely nothing.? I want to know why was it not cancelled and am I getting my money back. I did not use data on it as I thought it was cancelled years ago.

Please I want my money back. I spoke to an agent again today, he said he will cancel it again and offered me a smart tab which I did not really want to take as I do not want to deal with Vodacom anymore. This agent also told me that I have plenty of data on that line. So am I also loosing that now? Can they put my data on one of my other data lines?

Please help me to sort this out.

Regards

Sandra

Its been 3day ur technical team is unable to open my line, they keep transferring me and promising to resolve this issue but still today I am unable to use my line ...this is frustrating I have been a loyal customer for over 10 years why treat me like this. Vodacom attend to this issue with urgency I'm loosing money daily I am a business woman, I had to buy an mtn sim so I can try to continue working imagine buying mtn data while I have over 1gig no guys fix this [censor].

I applied for an upgrade on the web for an iPhone 6 plus. the deal got approved and I got send a reff number. this is the mail I got sent.

Hi Nico
We have received your Vodacom contract application (reference number VODACOMDIREC-[protected]) but before we can process it, we need to check a few things.

A Call Centre agent will contact you shortly for more information, or keep an eye on your email for more information on your application.

You can track the status of your application to see how it is progressing.

PLEASE NOTE:
•Our RAM agents will request to see your ID book, Smart ID card or valid passport used to create the order before they deliver the device.
•Your device will be delivered on a weekday between 8 am and 5 pm, depending on delivery address and location.

Your order details

iPhone 6 Plus 128GB

Device colour

Space Gray

SIM type

Stock status

Popular phone. Expect delay

Plan type

uChoose Flexi 200

Contract duration

24 months

Data allocation

0 MB data per month

Minute allocation

R200 airtime month

SMS allocation

0 SMSs per month

Delivery cost

Free next day delivery

Total cost (incl. VAT)

R299.00 p/m

so as I am trying to find out why I was not called a rude white lady told me it is discontinued and it is my problem. I must just select a new phone. witch I cant because this is hanning as an upgrade. I wonder what the consumer will say about this, because in south Africa what you see is what you get, the deal is still on the web and can be chosen. so if it is discontinued why is it still on.

I would like to get feedback or I will go to hello peter and the consumer.

my number is [protected]