Vodacom
reviews and complaints

Good day
I bought data via self service 27 August 17:48 as i do every month i received sms confirming buy but data does not reflect at all. Vodacom Express Recharge. Your 1GB for 30 days bundle for R99.00 purchase for number [protected] from card 4222 was successful. Dial *135*02# for your next purchaseMonthly Airtime is R0.00; Recharge Airtime is R51.23; 11 SMS's until 18/09/2019; ; Your Night Shift daily allocation can only be used from 12:00 a.m. to 05:00 a.m;
Try the My Vodacom App for quick access to balances & bundles http://goo.gl/72rgXX

I have added both messages as proof.

I was phoned this morning telling me I am such a good customer that you are upgrading one of my lines, I wanted another line for a tablet (I have a cellphone and dongle line) and now I am told I cant have another line, well in that case I am taking my business to Cell C. Who are you to tell me how many lines I can have?

Marisca Kidson
[protected]

Hi I am at my wits end. I run a small business from home- I have no internet connection for 7 days? The call centre gives me the same perfunctory answer every single day.
Vodacom is operating in the same way as Telkom and this is unprofessional for a global organization.

Small businesses are supposed to be at the heart of reviving our economy but with the service (or great lack thereof) from the likes of Vodacom / Eskom and Telkom etc we are doomed as SMME's.

DO NOT USE VODACOM FIBRE

I am DISGUSTED with the service that my husband and i have received from VODACOM and so fed with this service. i am being lied every time i call. There is always a different story or a different department that i need to be transferd to, they made promises to provide feedback and calls back and NOTHING

On my account, i called in June **** to cancel my contract. I was promised it was done and my last debit order would be on the **/**/****... oh but guess what on the **/**/**** i was debited for a vodacom contract that i cancelled. Only to find out that they NEVER ACTIONED the cancellation. why must i now be held liable for incompetent staff

My husband called on August **** to cancel his contract, but they offered him a better deal on data and premium. he took the deal and agreed to a * year contract.
OOOHHH but wait the premium that was agreed on was never debited but rather much much more.
and insurance was added to the contract even though the client clearly said no insurance.
I have been fighting for over a month with Vodacom to have the call pulled (Again why must the client be held liable for incompetent staff) i have asked for this call to be pulled and NOTHING no feedback no nothing

All the agents know how to do it put you on hold and push you on to the next department

I want this resolved NOW

Dear Vodacom complaints

I have a problem with your service and I am deeply disappointed by how I am being treated.in December 2017 my phone just stoped working and i was in the rural areas with no Vodacom nearby and then in my 2018 I went to a Vodacom in pietemaritzbug to claim for my LG x cam.However, i was told that my phone is not found on your records its shows that I am using a P10 lite Huawei. Noe that i want to claim for the Huawei again I am being told that i should have updated my policy details. Now my problem with Vodacom is that you do not care about your clients.because it obvious the advice I was given was misleading, all along I thought my phone is insured only to find out my money went down the drain.

Please help and this time I need proper non misleading advise.

My problems with your Vodacom Fibre department started over a year ago when I first took a contact with you and was assured that it would not be activated prior to my informing you that my Telkom/Mweb connection would expire. Please see attached email proof of numerous requests and confirmation from one Kimberly Myburg, and her subsequent ingnoring of me in further correspondence. I was billed a month early, costing me double internet fees for a month (both Vodacom and Mweb/Telkom). I was never refunded this money. And to top that, my landline was dead for 2 weeks thanks to you.

Now, I have relocated, and have had to take a new contract against my wishes, but with no other choice, or I would be penalized.

Please note that I had to do excessive work on my side because the people on your side kept getting my address wrong. Also, I've been told by your support number, that two different sales orders were taken out for me.

So, I am very unhappy, but this is really gotten to the point ridiculous now, because in spite of many calls to your Vodacom technical department, they have yet to add my phone line to my fibre connection. This is costing me money in terms of the calls I've had to make from my cellphone (which is not Vodacom), but even more so, because I have always, up till this month, used my landline to make my business calls, and now I'm forced to use my cellphone. I've certainly missed many important incoming calls too.

When we do have correspondence with your people, nothing comes from it, no follow up. A technician came the other day, said we should have a phone line within a couple of hours, but we didn't. Unfortunately, I don't have recordings of the numerous calls made in these instances, but I do have two email conversations with members of your staff, one from then and one from recently, which I've attached.

I want to cancel my contract and be rid of Vodacom altogether, but due to your contract that I was forced to sign just so that I don't suffer a penalty, I am stuck with you people. I'm stunned at the incompetence of the staff there. No one can resolve a simple issue? This is not rocket science. I have a new premises, I have fibre, I am getting internet, for sure I'm getting billed, but I have no phone line after a month of this new contract?

Ideally, I would like a) a refund of the very first month when I shouldn't have been billed at all, b) I would like you to cancel my contract without penalty.

The National Consumer Commission will be asked to resolve this if we can't reach a solution here. Also another complaint to Hello Peter will be made (though I see you guys have so many already, you probably don't care if you get more).

My name: Clare Bowen
My cellphone: [protected]

Regards,
Clare Bowen

Good day

Last month a lady phoned me while I was driving on my way home. She told me that I can upgrade some of my numbers. She told me that its going to be less now for more data/airtime. She told me that I have 7 days to cancel. I soon as I got home I phoned because there are 2 numbers that I want to cancel that I have never used before so I don't see the need for me having those contracts. I did cancel it, the lady also told me that I should phone the next day to cancel and I did that. She said that it takes a while but they will let me know. No one phoned me back or even send a message/e-mail. I phoned last week and I spoke to another lady, she confirmed that those 2 numbers [protected] & [protected]) were cancelled and that I won't have to pay for it end of August.

My normal debit order amount was R1227.74 but they have deducted R1732.57 from my account this month. I don't understand why. The amount should only be as follows (this is the only numbers that I want to keep as I have told all the people I have spoken to:

[protected] - R158
[protected] - R49
[protected] - R199

Total: R 406

Please urgently look into my account and pay the money back into my account.

Bianca Smith
[protected]

I have been buying data bundles for my 2nd phone and the purchases are reported as being successful but don't appear on the 2nd phone number... This has happened three time in the past week and I would like to be repaid my money. Both the phones have Vodacom SIM cards... The number I bought the data with is [protected] and the number I was buying airtime for is [protected].

On the 28th of July 2019 I bought a screen protector at vodacom parow center.. I kept my slip and lost my box.. So on the 27th of August I noticed that the screen protector was coming off from the phone and it's not broken or something so the following day 28th Aug I went to them and spoke to the person that was helping me with the screen protector n they told me they cannot do anything about it because I did not have the box of it while I had a slip.. I then asked for the manager, he also said "it was my choice to throw away the box they cannot do anything about it" they won't refund of replace the screen protector I must keep it.. And when I got home I called the vodacom head office.. Spoke to the lady and she took my details and told me she'll call me back then since the. I was waiting about an hour.. Then I called back they didn't pick up the phone.. And wat stressing me is that that screen protector was too expensive to last a month and I'm a student not working to be purchasing the same thing over and over again.. They really made me cross and I'm never gonna be buying anything at Vodacom even their Sim cards I'm so pissed right now with they way they treated me..

When I upgraded last week Tuesday, the guy who helped me said that he recommends that I have to take insurance on my new phone, and he gave me the price, and I said it's fine he can put the insurance on my phone! Later that day I saw on my vodacom app that the insurance is on my bill and it shows double on my bill and much more of the price he gave me! 2 days later I got back to him in the shop and asked him if he can sort it out, then he asked me to come back later because someone else showed up to see him! Then I got back to him and he called Vodacom customer care and the guy of Vodacom customer care said that I have to email him a screenshot of the double bill on my account, the next day I didn't hear anything from the guy of Vodacom customer care and I called the guy who helped me with my upgrade and my insurance, and he said that I have to call customer care to sort it out and if I fail with it he will call them, the Saturday I called him back and he said he will call them Monday to sort it out. Monday I didn't hear anything and didn't see anything on my Vodacom app, I called him 2 times and each time he hang up on me, so I called him the Tuesday back and he hanged up on me again, after that, I send him a message and told him that I'm going to report him of his bad service and that I'm going to talk to his manager, few minutes later a guy from Vodacom customer care called me and said that the guy from Vodacom shop called him to call me and sort something out, and still after that the problem isn't solved! A few minutes later the guy of the Vodacom shop accidentally call me and he only said sorry he wanted to call someone else, then I said to him that it look likes he don't wanna help me, and his response was sorry he was on the road but he will sort the problem out as soon as possible. A day later the problem isn't solved and I still didn't hear anything! All the years I was happy with Vodacom but now I wish I can cancel my contract!

We have been a vodacom customer for 17 years. I have complained so much about our signal. And still all that is said I must buy a signal booster. Why must I pay more. You phone with new offers and new contacts but you can't give me a signal booster. When I said I will have to change to mnt or cell c the helper said I can do it if I want to. What kind of service is that.

Account number: B0150996-2
Dear Vodacom
I am extremely unhappy with the level of service provided by your accounts department.
A month ago they switched from sending CD's with invoices to emailing invoices and I am not receiveing these invoices at all.
I phoned the call centre and they cannot provide this to me as the Account Manager should do this.
My account manager is Neroshi Pillay, I have emailed her several times and tried to phone her and the line just tells met she is not available. This is utterly frustrating as our accounts department needs the invoices to allocate to Vodacom account internally and no one can assist me.
Kindly herewith Neroshi's details:
Senior Credit Controller
Corporate & Distribution Credit VGE, KeyAccounts
Landline: +27 87 2894 443/087 289 8438
Email: Neroshi.pillay@vodacom.co.za
Can you please allocate someone to this account that can be reached and that will make sure that invoices do reach us in time each month.
Your urgent attention to this is greatly appreciated
Regards
Lindi Steenkamp
Facilities Coordinator
Lindi.[protected]@covance.com

Good day

I am subject to unauthorised Debit orders on my FNB Business Account.

Since May you have been deducting R125 X 2, or what the Vodacom call centre says is Life insurance that I have subscribed to.

I have done no such thing and I would like it to be cancelled and my money refunded, including the bank transaction costs each time that this has been done!

What baffles me that this deduction is done twice every month!

I want to know who the consultant/s is/are that have fraudulently added me onto this system using my business bank account details.
As well as telephonic recording proof that I agreed to his apparent insurance.

Sincerely Irate
Abigail Meyer
[protected]
[protected]@gmail.com

I have placed an online upgrade order online on 9 August 2019. Since then I have called on several occassions and been told that my phone was for delivery awaiting pickup from the warehouse. Each day I have had to hold on for up to 30 minutes before my call is even answered just to be told my phone will be delivered the next day. I have again called today and have again been told it is still at the warehouse. The worse is that I have already been billed for the new phone. Today I am told by Rosalind that the headset is out of stock and that the order is on backorder and that the phone should be delivered to me by the end of the week.

This is very bad service and I wish to escalate this matter. The cell number for upgrade is [protected]

regards

Hazel Hampton

Dear Sir/Madam,

I am writing today to complain of the poor service I received from your company on August 24, 2019. I bought an Airtime voucher(R29) but to my surprise when i wake up on the 15th i was left with only R4.34...I need answers.what happened to my Airtime?Are you stealing from your poor customers?shame on you Vodacom.

I am most annoyed that I wasted my last cent on you(thugs). I am now concerned about how my existing relation with you is being managed by your firm. Furthermore, your inability to resolve this matter will result in dire consequences.

I trust this is not the way That your Corrupt Company wishes to conduct business with valued customers—I have been with you since 2005 and this is not the first i'm encountering this treatment . I would welcome the opportunity to discuss matters further and to learn of how you propose to prevent a similar situation from recurring. I look forward to hearing from you.

Yours faithfully,

Last week my mobile phone was blacklisted. When I wanted to us it, I got the message "not registered with Vodacom" We went to the Vodacom office and tried to get some sense out of them. They then told us that we had to pay a huge amount of money because of a virus. We tested the sim card on another new phone and the same thing happened. We went back to Vodacom and told them that it is not a virus. They then tested again and told us that our phone had been blacklisted. As if we stole the phone. We gave them all the proof that we bought the phone from Makro. They told us to authenticate our ID documents and also get a sworn affidavid from the police station proving that this phone is ours. Which we
did. They said it would take about 48 hours but so far nothing has happened and we still cannot use our phone. Its been almost four days.

I installed a 10mg uncapped line with Vidacom on the 22 July 2019. Two and a half weeks later, Vodacom started throttling my line and whe I enquired, I was told that I had reached my FUP limit (500 gigs per 30 days) I then asked the consultant to send me my usage report and balance statement and I was told that she is unable to do this as the status on my account is open and thus they do not have access to this information. An SR request was opened on the 13 August and was assigned to Julian Major who then closed the SR ticket on the 14 Aug without even contacting me to verify what is going on and the rational of my query.
1. Is it not a legal requirement for Service Providers to inform their customers if they are on 70%, 80%, 90% and 100% usage of their data limits?
That never happened they just throttle you without any warning.
2. If my status is open and Vodacom is unable to see my usage or balance, how did Julian Major get to this conclusion without even contacting me as none of the consultants that I spoke to were able to see my usage (Including my self as the self service portal is always giving me errors)
3. My average data consumption whilst I was using Telkom Lte was 40gigs per month, how did I reached the 500 gig FUP limit in 2 and a half weeks?

I have raised these concerns with Vidacom and the last call I made to them was on the 15 August 2019 and till today, 25th August, no one has contacted me or provided me with any sort of update nor answers to the above questions. Ohh, forgot to mention, I also took up a UPS with them, it was delivered 1 week late, the warranty seal was broken, had to cancel that request and asked them to come collect it.

I bought a 3 gb data and I got an sms that I have 3gb data recharged to my account.barely 10 minutes after I had recharged with the 3gb I checked my balance and it said that I have 1.4gn data.
I tried for more than 3 days to call vodacom to found out what happened to my data but todate I never got assistance and I never got to talk an agent.

Vodacom is a pathetic scammer and poor service.I'm looking at changing my number to MTN!

On Friday the 23rd of August 2019 I spoke with Vodacom's cancellations agent, Sello, around 14h55. I have two contracts with Vodacom: [protected] (Smart S--this number used by my daughter) and [protected] (Smart S). The first contract expired in June and the second one is expiring on the 19th September.
I informed Sello as follows:
(a) I want the contract for [protected] CANCELLED and the number migrated to PREPAID, as my daughter is now self-sufficient, and we want to transfer the number to her name, and put her in the position to enter into her own contract with Vodacom should she prefer. Reference no 1-3440-[protected] was allocated.
(b) With regard to the contract for [protected] (Smart S) Sello suggested I upgrade to a new contract Smart S for R229.00 pm. I expressed my concern that, when I entered both contracts in 2017, I was quoted about R178 for the Smart S. My latest debit that went through escalated to R324.92. Therefore, in less than two years, my contract increased with R150, which is nearly 100%. I told him that I cannot afford this escalation and asked him what guarantees he could provide that this would not repeat in future. He promised the amount would stay the same for the duration of the contract, and to send me a contract, as well as the conditions of the contract--to which I agreed.

After I finished the call, I received an sms that my "Promotional My Gig 1 - 24 months" has been activated (I assume for cell no [protected]). This was not my instruction. THIS NUMBER HAS TO BE MIGRATED TO PREPAID. PLEASE DO SO.

I also received an email with an attached file "invoice quote". When I opened this email, it was an "UPGRADE EQUIPMENT QUOTATION" (for R228.99). When I read the conditions, it became clear to me that Sello misrepresented the conditions; Vodacom clearly has the right to change the contract charges--which you did in the case of my existing contract, nearly doubling the contract charges over a two year period.

Immediately I received the sms, I phoned Vodacom cancellations again, and I spoke to Rendani (around 15h15). She made notes of my complaints, and promised that Sello would call me back. I am still waiting for his call.

In the light of my sad experience, I therefore wish to inform you as follows:

1. Cell number [protected] needs to be migrated as soon as possible to PREPAID, exactly as I instructed Sello.
2. I do not accept the quotation of R229 pm for Smart S on cell number [protected]. This number also needs to be migrated as soon as possible to PREPAID.

Thank you,

Prof JLP Wolmarans

[protected]

applied for a Vodacom contract online on the 19/08/2019.
It was approved but had not recieved any call from call centre agent for 3 days, yet recieved numerous mails that they would contact me within 24 hours.

I then made numerous calls to their various dept and they confirm that I have no order that has been allocated to me.

Yet my details is captured but no vetting application was done.

Yet I recieved an email to confirm application aswell VETTING APPLICATION NOTIFICATION.

This is very frustrating as my credit rating has been effected as well as I feel very disheartened.

As I can no longer qualify for a contact at any other service provider because I had also applied for a loan aswell on the same day.