Vodacom

SR [protected].

My service at 122 Bushwillowpark Estate, 23 Bottlebrush Road has been cancelled for no apparent reason, Edenvale.

I have contacted your service department on Monday 19 Dec 2022 and the lady I spoke to promised that it will be resolved withing 24 hours.

After not receiving feedback, I called again on Wednesday and the Jason told me that this call has been cancelled and is now escalated to another department.

I called again on Thursday as I received mixed messages, and it seems like this is open ended and I don't receive any feedback on this matter or any date as to when this will be resolved.

My service has been down for quite some time now which is a huge frustration.

Please resolve this matter still today.

I have a Vodacom Business contract for delivery of internet service to my residence.

The services has been absolutely poor with very slow upload and download speeds and sometimes no internet access at all.

I attempted to find out what the issue was and if I could switch to another type of more reliable service.

The Vodacom Help lines are a waste of time and the process of trying to speak with alive person is atrocious. When I was able to finally able to speak to someone they were unable to help me. I went to the Vodacom office located at the Pick 'n Pay Center on the Bluff, 4052. The Vodacom staff could not find my contract details or any record of my account online despite the fact that I shared my monthly Vodacom Statement with them. After a very long wait I was informed by another Vodacom person over the phone that my contract expires on 21 March 2023 and they are very sorry about the poor quality of service or lack thereof but there was nothing they could do for me.

I have once again been met with disgraceful service from Vodacom.

I have just recently bought gaming products from the Vodabucks store for Christmas gifts for my kids. The process was easy enough and I was hopeful that Vodacom had eventually cleaned up their act. Nope... In true form Vodacom never fails to disappoint with their shoddy service, lack of communication and the sheer unwillingness to assist in any way.

I ordered 4 items, only 2 were delivered, if I go into My Vodacom app it shows that my order is complete. So now I've been dealing with Vodacom to try and resolve this issue and try get an answer on when the other 2 items will be delivered as they are Christmas gifts.

I keep getting cut off by the call center, a trick I know they like to do if they don't want to deal with the call. When I did get through to them they said they can't help me if I didn't pay for it via Vodapay, however I bought the item from My Vodacom App in the Vodabucks store. Way to go Vodacom... you may as well close down your call centre, they just promote a lack of trust with your clients.

I eventually got hold of the rewards department who had to keep asking that I repeat myself because the music in the store was so loud. When I asked when the balance if my order would be delivered, the response I got was "I don't know". They apparently will only look at my complaint in 14 working days. How does this constitute as a rewards program. I am short 2 items that I have paid for with absolutely no idea if I will ever get them or a refund.

Please would someone contact me as soon as possible, I now demand an answer before I londge a complaint to a higher board that will hopefully look deeper into your rewards program

Vodacom phone use and said we have to pay R4877,69 other wise they are going to block the number. We ask if this is the total amount and he said yes. So, we make an arrangement to pay that amount on the Friday because we are saying on a farm outside Thabazimbi. We went to Thaba mall and pay the amount as ask to clear our account. The guy at the store said we must check in 2 hours then the phone will work again. As we struggle for hole weekend to get the phone working nothing happens. As we phone on Monday the guy at the account department told us that they deleted bought the numbers on this account. This number was already on prepaid [protected] that we use for over 20 years already. All our business contacts have only this number, now we are losing a lot of business and struggle to pay our accounts. They said they cannot recover this number. Please this is very imported to use to get this number back...I left mtn to get a Beter serves at Vodacom and no i am very disappointed. Please can you help us with this.

EE Lamprecht [protected] please contact me on [protected]

Good day,

Account number: I0466700

I currently have 4 contracts with Vodacom but with additional sim cards that receive data. I recently received a call from one of your consultants asking me if I wanted to take the promotion of upgrading data from 1 & 2GB to 5 GB on two of our numbers and to cancel numbers that were not in use.

Which I agreed to but only one of the numbers are now receiving the 5GB instead of both.

The number that’s receiving the 5GB data is [protected] but number [protected] should also receive the 5GB not only 2GB as agreed.

Then the numbers that are not in use that needs to be cancelled is [protected] and [protected] but now instead of cancelling these two it has increased which I did not agree to.

I repeated myself continuously to ensure the correct numbers receive the data and to cancel one of the numbers not in use but I see now that there are two numbers not in use that needs to be cancelled.

Could you please urgently rectify these issues and please contact me to discuss anything on [protected].

I have been a loyal Vodacom customer for years now and I want to keep it that way. But if my account is not rectified I will have to move my contracts to another service provider.

Looking forward to hear from you.

Kind regards,

Chantele Pitzer

[protected]

I went to Vodacom East Rand Mall on tuesday 06 December 2022, and I did a duel double contract for 2 x Oppo A74 phones with top-up at R499.00 x 36 months on my business account B0137084-5. I gave them the letter on my company letterhead and the deal was approved as per Prudence. They only had stock of 1 phone, not both, so Prudence said we can collect both phones on thursday 08 December 2022. When we phoned on thursday to confirm whether the stock has arrived for collection, I was told that the contract is not R499 anymore, but R579. I queried the price increase and she told me that the special is not available anymore. Seeing as I did the deal on tuesday, and received verbal confirmation of approval, see a photo taken of letter handed in with deal at store, I do not agree with this. Prudence has been trying to assist, but she said she cannot get the deal through on the original price given. I have sent emails to complain, as well as phoned in, but I cannot get any assistance. It has been a week already, and we needed the phones, so today I had to go in and accept the deal on the higher price. I wanted to complain on the bad service, seeing as no-one returned my emails or could assist telephonically.

I was phoned this morning to migrate my Red 1GB 200m plan to a Red 3GB 200m plan, AT NO EXTRA COST. For this to take effect, I will 'lose' 150 SMS, and get the additional 2GB of data in lieu of this

When receiving the quote via email, the price has gone from R355.99 to R545 (VAT incl.). I DO NOT agree to this migration at an extra cost, I have phoned Vodacom 5 times this morning after the initial call, with no assistance. No one could or would help me. Pathetic service delivery and deceitful sales. And to pass my calls from one person to the next with no solution is even more pathetic. You have wasted an hour of my time and energy.

Customer: Mkhulu Mining Consultants

Fibre Broadband

Customer since Feb 2020 on Fibre

Please note the speed on my line has been an issue for some time. You need to pick up the download and upload speed.

Also the contact person originally assigned to me does not work for you anymore. Who do I contact for assistance?

Johannes Du Plessis (Witbank Branch)

Regards

Hendrik Pieterse

Please inform someone to contact me on [protected] or [protected]

I requested that you stop to run debits on my account([protected]) I explained on my previous complaint that i have never ever opened an account with Vodacom, now yesterday evening R408,98 was deducted and i have waiting for your response since. Why again should i be responsible for the incompetency shown by individuals, Somebody from your side should have long started to investigate after my first complaint.vodacom039493009818782956 & vodacom039632202318782956) were both ran on the 25th & 2nd respectively and the latest debit was on the 7th.Can somebody assist please.

I had a good internet provider and then was convinced by one of your salesman to switch because it would be better and faster. Im in the medical field so its important for me to be reached at any time. And thy did not come the same day as promised. They came 3 days later after me calling in every single day.

Your staff is extremely lazy too. when they in a corner, they end the call. and then u gotta start all over again. I refused to pay for the internet because the guy that was sent to install my internet was out here in 5min. I told him my interet doesnt reach my room and he assured me it would.

I then logged a dispute and said im NOT gona cancel AGAIN and go with someone else. i called for 2 or 3 days from the morning until the eve. Its 6 months later ... Now they wont allow me to upgrade and my cellphone was stolen.

I NEED MY CELLPHONE and if anything happens to one of my kids i work with... i will sue u! Do u understand that?

You give the [censored]tiest internet and then i get told i MUST PAY R700 for an extension. NOT A DAM!

Also, they always told me there are 2 numbers on my acount. when i went into the store today, there was a 3rd number that ive been payin for, for over a year. And i only went in for an upgrade but they put me on a new account. I WANT EVERY SINGLE PENNY REIMBURSED! And i wana do my upgrade tomorrow. its not my job to do your bloody job!

I upgraded to a Samsung A32 on 14 January 2022 at Chatz Vodacom Blu Valley shopping Centre in Rooihuiskraal, Centurion. This month of November 2022 I noticed that my account has become unusually high. Then I noticed that a handset installment is charged while I paid upfront on 14 January 2022 the amount of R4296. it seems that I am paying for my phone all over again. I can forward supporting documentation if necessary. I am also not receiving the Gigabytes of data that I used to. Kindly advise, please

I first contacted vodacom via email on 8 November 2022 to lodge a request for my wifi that gives me problems. It's almost a month now and it still doesn't work properly. It's more offline than working and I have to pay my account

I have received email responses to say that Vodacom is working on it, but it still does not work properly.

We had an existing fibre line that we had through afrihost, but the fibre was vodacom's. Now after battling with afrihost decided to change straight to vodacom, with thought that it will be better service, but even worse.

We received their router on the 23rd November 2022 and fibre call centre said to give 48 Hrs for activation

It is now the 5th December 2022 and everday calling the same answer, but nothing happening, even all the emails send to 7 managers, still nothing, one manager said today 5Nov 2022 he work only till 3 pm not his problem.

This is absolute poor service

On the 25th Novemeber I went instore to Baywest Mall Vodacom shop for an application for uncapped R299 wifi deal Alcatel HH72v2LTE Router for ID number [protected].

As I have an existing contract my Id was requested and the application was put through. The sale consultant Talissa informed me that my application had been approved however on the basis that I would pay a +-R700 upfront payment. I queried why that was the case and she said she would find out and all I needed to do was send her my 3months bank statement to send, which I complied to.

She then informed me she would get back to my the 26th November 2022, which she failed to do. I called in on the Saturday and never got ahold of her as she was busy with clients and proceeded to call in again on Monday where she assured me she would give me feedback by COB (which never happened either). I called on Tuesday with no luck and again today 01 December to check in on the progress with a email as follows:

"I still have not received any feedback from you after calling twice requesting the progress on my application. Next thing I will hear is that all black Friday specials have lapsed and I will not be in a position to except that as I had done all the necessary requirement beforehand.

I am not happy with your service and that I need to constantly be the one to follow up on you. As a customer I expect a certain level of service up until my matter has been resolved.

I will be expecting your call urgently and I expect a solution driven and not problem-based conversation on how we proceed."

I received the following response:

"Good Morning Lungelo

I would first like to apologize for the delay in responding. We have been super busy. However, that's no excuse. I did contact Vodacom's credit department and they are not willing to remove the upfront payment. They will give the contract however you would have to pay the upfront payment of R7176.00

The application we done for you is valid for 30 days.

Regards

Talissa"

I responded:

"After confirmation of the amount also kindly divulge what this +- R7000 is for actually?"

The vodacom sales consultant responded as follows:

"Hi Lungelo

The upfront payment is Vodacom's way of securing you as a client as opposed to declining you on the whole.

They base upfront payments on the clients score card on the credit bureau as well as how they pay their Vodacom account.

I see on your account has also been in arrears several times for the year. That also effects your Vodacom profile. The application will be valid until the 24 Dec 2022. So if you take R299 x 24 = R7176.00

So you basically paying the contract up for the 2 years and you wont be billed a monthly premium.

Regards

Talissa"

I responded as follows:

"As per my readily available credit record, my credit score is green and very good therefore I am unsure which credit rating they are looking at. As for my account being in arreas its because Vodacom decided without my consent to change my account to a direct payment when for the past year they were debiting my account so by the time I found out they hadn’t debited it was a few months later. This is no fault of mine and if they check records there is an investigation and query I raised requesting them to give me feedback on how the contract was changed and who authorized this.

I am sorry I will not be paying for Vodacom’s incompetence and quiet frankly there are so many other deals that were out there to consider so no thank you.

Kindly forward this email to the accounts and also send me a contact person and details to discuss the matter directly."

Consultants response email as follows:

"Hi Lungelo

We do have a dedicated accounts department that you can contact. 0821946. This is a toll free number.

Regards

Talissa"

I proceeded to contact the collections/accounts department to seek further clarity on the matter and also state my concern regarding the above findings as communicated by the consultant. After engagement with a lady called Bridget at collection I was advised to ignore and not to proceed to pay anything because my account was not bad terms. She even advised me to leave that application and go to a different vodacom store to get the contract however, I explained that due to the timing it may be difficult to reach another vodacom store in time before the end of the day when Black Friday specials would be ending.

I proceeded to call Talissa with no luck, I wrote an email to her with the following contents:

"Good Day Talissa

I just tried calling you and was told you are busy with a customer. I just got off the phone with collections and accounts department and was informed that my existing account is in order and in clear status and contracts should do their due diligence before issuing such communication.

The contracts department needs to contact the collection/accounts department and request to speak to a “Bridget from Collections” who just assisted me with the matter at hand. There is also a recording on hand as all Vodacom calls are recorded, should they require further proof of our conversations.

As per accounts, there is no need to request an upfront payment for any contract and I am to have your store and contracts rectify this communication urgently! Another issue I have is I have no time to go into another store and your store has taken so long to give me feedback and I received it only today therefore I won’t be able to make it in time to another store by the end of the day, to initiate another application before black Friday deal lapse.

I am thoroughly exhausted regarding this run around, the amount of time I have had to spend and the inconvenience cause on my end, in doing this myself as a client, instead of Vodacom doing their due diligence and would like to place a complaint.

Kindly contact me urgently regarding a way forward."

I would like to escalate this matter a Vodacom has done alot this year already without no basis or reasoning on my existing account and now there is further mistreatment occuring. I have been a loyal Vodacom customer for over decade and it cannot be considered okay for them to treat their valued customers so poorly.

I patiently await feedback and I do hope that this matter will be handled correctly and justly, and dealt with with the right urgency.

Regards

Lungelo Lindelwa Mkhungo (BEng Civil, MEM)

INTERNET CONNECTION VIA ROUTER DATA CARD NO: [protected]

Getting fair internet connection at Z5, Baja Dam Resort, Bronhorstspruit.

Zero internet connection at 51 Kanarie St, Ninapark, Pretoria North.

Travelling with router to various locations for business.

The two locations mentioned above are where we often work more regularly.

When in trouble without signal we must pack up to work at another location which is extremely inconvenient!

I have tried for more than 6 months to resolve an issue with VVM regarding an outstanding amount for Vodacom.

I cancelled the Fibre contract in the beginning of February 2021 as we relocated and don't have fibre at new address.

Vodacom has given us over to VVM and states that we are in arrears since 2020!

I have sent emails to VVM but they don't respond and have tried calling them but their number on their website is incorrect.

Ref. number [protected]

Vodacom fibre

I recently upgraded my fiber line to a 100mb line, and I must say that it feels that I do net get my money's worth. I do a speed test often and just yesterday it was so slow that the app struggled to get a server. When it eventually got one the download speed was 1,8. I feel this is ridiculous as I am paying for 100MB. I do understand that at times there is loadshedding and stuff happens, but this is a daily struggle.

I took out a data contract with vodacom, over the last few months the network in our area has deteriorated so badly that I am unable to use my phone at home. After constant calls to vodacom, no one gets back. At my wits end I called again only to be told there is no history of my complaints. I was told it will go to the engineers for assistance, ref 1-*0334. I miss a call, then I get a message to say they have new towers planned but no eta. Not what is going to be done now to help me use my phone. Nothing! I'm told I can't cancel my contract as I committed to it even though I can't do anything on it. Then to add insult to injury they give me 2gb as a gesture of goodwill on a network I can't use! How is that logical! I'm at my wits end, all the other network providers work in the area, how is vodacom getting this so wrong without consideration to their customers paying. If I stop paying i'll be harassed without thinking I now need to go get an alternate provider and pay for data when I can't use what I pay for.

My number is [protected] I have various account which will be listed as follows

[protected],[protected]; [protected] this contract expired September 2019 and have since been paying for it and not getting the airtime of R115.00 per month? 4 years wort of airtime. Please advise what you going to do or transfer that airtime to the main account [protected].

Your contacts listed on the web are useless cannot get thru.to any department.

Lastly please send a statement with a breakdown of my account I need to understand what I am paying paying for.

My email address is [protected]@keluviaaluminium.co.za

I sent an email to Vodacom Cancellations ([protected]@vodacom.co.za) over 6 weeks ago - 2 October 2022 to be exact - requesting advice on how to cancel my Vodacom account remotely or online as I am currently based in the US. I have not received acknowledgement of receipt, nor details on how to cancel my account. When my 75-year-old mother went into a Vodacom shop at Liberty Mall in Pietermaritzburg to cancel the account on my behalf, they could not help her.

See below what I wrote in my first email to the cancellations department:

Over 12 months ago I relocated to the US but continued to pay for the cell phone contracts [protected] and [protected]) - I am up to date with contract payments. I would like to cancel both contracts with immediate effect, as I have not used monthly Data or any other services that come with the contracts. However, I would like to keep the [protected] as a "pay-as-you-go" number.

Please advise what procedure to follow to successfully cancel the contract via email or online as I am out of the country and keep the [protected] number as a "pay-as-you-go" number.

Looking forward to hearing from you.